Vanessa Mennes
Ardmore
Summary
Hospitality professional with deep understanding of operational excellence and team leadership, prepared to bring extensive customer service experience to a new role. Proven ability to handle guest inquiries and issues efficiently while maintaining positive atmosphere. Reliable team player with strong focus on collaboration and adaptability to changing needs, showcasing excellent problem-solving and decision-making abilities.
Overview
11
11
years of professional experience
Work History
Front Desk Agent
Winston Hospitality
07.2023 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Managed inventory of front desk supplies, keeping essential items well-stocked.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Kept accounts in balance and ran daily reports to verify totals.
Housekeeping Supervisor
Winston Hospitality
07.2021 - 06.2022
- Open the hotel and coordinate assignments to respective team members.
- Monitor team progress through the Hotel Operating System.
- Email shift reports, status reports, and attendance records.
- Aid in making weekly schedules.
- Update team members daily with Huddle topics about company policies, safety precautions, and functions in the department.
- Make project plans for the month and track progress in spreadsheets and data collection software.
- Collaborate with other supervisors and managers to help close house in a timely manner.
- Recruited staff members to assist with event management.
- Worked with departments across the company in developing new ideas, initiatives, and services.
- Developed relationships with new staff members, and assisted existing staff members in their career development.
- Provided customer service and was involved in training new team members each month.
- Investigated complaints and accidents and delivered inspection results to requesting officials.
Housekeeping Inspector
Winston Hospitality
12.2019 - 07.2021
- Read and interpreted project plans and specifications, monitored in-progress work, and intervened to request corrections.
- Captured inspection results in customized data collection software program with handheld device or laptop computer.
- Inspected hotel suites and rooms to verify compliance with regulatory, corporate, or quality standards.
- Initiated re-inspection to check resolution of identified production problems.
- Delivered point-of-inspection training to help team members understand and implement required statements.
- Identified production problems and recommended corrective actions to team members to help with future time management.
- Coached employees to develop and strengthen skills during guest interactions.
Housekeeping Rooms Coordinator
Winston Hospitality
09.2018 - 12.2019
- Coordinated the assignments of each department to manage efficient daily activity.
- Answered inquiries pertaining to hotel policies and services to occupants.
- Resolved guest complaints.
- Monitored revenue activity of hotel and facilities.
- Conferred and cooperated with other managers to ensure coordination of hotel activities.
- Executed company policies, procedures, and safety standards to ensure the proper cleanliness and safety of the office and equipment.
- Offered strong guest service skills, keeping guests satisfied.
Housekeeping Room Attendant
Winston Hospitality
10.2014 - 09.2018
- Ensured cleanliness and sanitation of guest rooms, bathrooms, and common areas.
- Handled upkeep jobs such as turning the mattresses and arranging furniture for guests.
- Contributed to the increase in quality and efficiency goals and guest service satisfaction ratings.
- Performed deep cleaning and routine cleaning and maintenance.
- Selected and managed my tools for all cleaning jobs.
- Consistently maintained housekeeping equipment and identified areas in need of immediate attention.
- Responded appropriately to guest service requests.
Education
High School -
Gainesville High School
Gainesville, TX05.2014
Skills
- Proficient in computer applications
- Effective communication
- Prioritization and scheduling
- Thorough documentation review
- Team leadership
- Customer service expertise
- Problem-solving skills
- Payment reconciliation
- Hospitality management skills
Awards
Employee of the Month
Timeline
Front Desk Agent
Winston Hospitality
07.2023 - Current
Housekeeping Supervisor
Winston Hospitality
07.2021 - 06.2022
Housekeeping Inspector
Winston Hospitality
12.2019 - 07.2021
Housekeeping Rooms Coordinator
Winston Hospitality
09.2018 - 12.2019
Housekeeping Room Attendant
Winston Hospitality
10.2014 - 09.2018
High School -
Gainesville High School
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