Vanessa Harris
Salt Lake City,UT
Summary
After several years of working in the hotel sector. i;m looking for a fresh possibilities and new perspectives. i am driven and open to innovative concepts. i am a quick learner, well-organized, have a keen eye for detail. i am emotionally intelligent, fair, and well ass watched and observed my colleagues and management conduct day-to-day operations. I've learned from both good and terrible situation. i hope i receive an opportunity to benefit your company, team and industry.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
Shoshone Bannock Casino Hotel
06.2022 - Current
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled and assigned daily work and activities for team members.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Collected room deposits, fees, and payments.
- Entered and updated sensitive customer information during check-ins and room changes.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
Housekeeping Supervisor
Shoshone-Bannock Casino Hotel
01.2021 - 06.2022
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies and guest toiletries.
- Managed laundry sorting, washing, drying, and ironing.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Increased employee performance through effective supervision and training.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Evaluated employee performance and developed improvement plans.
- Established and enforced safety protocols and guidelines for staff.
Night Auditor
Shoshone Bannock Casino Hotel
11.2019 - 01.2021
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Entered customer data into room system and updated information whenever patrons changed rooms.
Front Desk Agent
Shoshone Bannock Casino Hotel
08.2019 - 11.2019
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Housekeeping Supervisor
Shoshone Bannock Casino Hotel
06.2015 - 05.2017
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Communicated repair needs to maintenance staff.
- Managed laundry sorting, washing, drying, and ironing.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies and guest toiletries.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Increased employee performance through effective supervision and training.
- Evaluated employee performance and developed improvement plans.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Adhered to safety protocols by enforcing proper equipment usage.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
Housekeeper
Shoshone Bannock Casino Hotel
12.2014 - 06.2015
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Verified cleanliness and organization of storage areas and carts.
- Adhered to professional house cleaning checklist.
- Dusted picture frames and wall hangings with cloth.
- Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.
Education
High School Diploma -
Shoshone Bannock Jr/Sr. High School
17400 Hilie Rd, Fort Hall 05.2027
Nursing -
Idaho State University
Pocatello, ID05.2027
Skills
- Financial Information Review
- Complimentary Breakfast Coordination
- Cash Handling
- Planning and Prioritization
- Maintenance Team Collaboration
- Coordinate Schedules
- Transportation Information
- System Updates
- Operations Management
- Staff Development
- Hospitality Service Expertise
- Strategic Planning
- Hospitality and Accommodation
- Guest Relations
- Credit and Cash Payments
- Check-In and Check-Out Procedures
Certification
Administrator Assistant Complete Training
Legendary Leadership Training Tier 1
Mental Health First Aid
Portable Fire Extinguisher
Timeline
Front Desk Supervisor
Shoshone Bannock Casino Hotel
06.2022 - Current
Housekeeping Supervisor
Shoshone-Bannock Casino Hotel
01.2021 - 06.2022
Night Auditor
Shoshone Bannock Casino Hotel
11.2019 - 01.2021
Front Desk Agent
Shoshone Bannock Casino Hotel
08.2019 - 11.2019
Housekeeping Supervisor
Shoshone Bannock Casino Hotel
06.2015 - 05.2017
Housekeeper
Shoshone Bannock Casino Hotel
12.2014 - 06.2015
High School Diploma -
Shoshone Bannock Jr/Sr. High School
Nursing -
Idaho State University
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