Summary
Overview
Work History
Education
Skills
Timeline
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WHITNEY COLLINS

Knoxville,TN

Summary

Dynamic Front Desk Agent at Mainstay Suites Knoxville with proven expertise in customer service and cash handling. Recognized for enhancing guest satisfaction through exceptional problem-solving skills and personalized attention, resulting in increased repeat business. Successfully mentored new hires, fostering a collaborative environment that improved overall team performance.

Experienced with managing guest interactions and front desk operations. Utilizes effective communication to address and resolve guest concerns promptly. Strong understanding of hospitality protocols and maintaining welcoming environment.

Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful [Type] setting.

Overview

10
10
years of professional experience

Work History

Front Desk Agent

Mainstay Suites Knoxville
04.2023 - 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.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • 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.
  • Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
  • 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.
  • Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
  • Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
  • Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.

Temp Worker

Labor Smart
10.2015 - Current
  • Contributed positively to workplace morale by maintaining a professional and positive attitude in all temporary assignments.
  • Served as a reliable team player who consistently met or exceeded expectations in all tasks assigned throughout numerous temp jobs.
  • Learned semi-skilled and advanced work by shadowing experienced workers.
  • Cultivated positive relationships with coworkers, fostering collaboration and teamwork in diverse work environments.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Conducted regular room inspections to verify compliance with housekeeping standards.
  • Placed orders for housekeeping supplies and guest toiletries.
  • Communicated repair needs to maintenance staff.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Worked with front desk to respond promptly to all guest requests.
  • Trained and mentored all new personnel to maximize quality of service and performance.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Helped clients manage and reach individual goals, supporting independent progression and social skills.
  • Enhanced the quality of care for clients by providing personalized support and assistance with daily living activities.
  • Always was on call to help any agency in need of help for the General Manager of the Labor Smart company.

Supervising Manager

University of Tennessee, Knoxville
08.2018 - 02.2022
  • Delivered measurable results in cost reduction initiatives without sacrificing quality or customer satisfaction levels.
  • Enhanced employee productivity through regular performance evaluations and tailored training programs.
  • Increased staff retention through competitive compensation packages, comprehensive benefits, and opportunities for professional development.
  • Facilitated team growth by recruiting top talent, providing ongoing coaching, and creating opportunities for advancement within the organization.
  • Managed food preparation tasks during high-volume service periods, ensuring all orders were executed in a timely manner without sacrificing quality or presentation standards.
  • Trained kitchen staff to perform various preparation tasks under pressure.
  • Played a key role in achieving positive health inspection results by maintaining strict compliance with all relevant guidelines and regulations throughout daily operations.
  • Implemented proper cleaning procedures, ensuring a safe and sanitary kitchen workspace compliant with health department regulations.
  • Improved management skills by participating in rigorous training programs and workshops.

Education

GED -

Powell High School
Knoxville TN

Skills

  • Customer service
  • Guest services
  • Problem-solving skills
  • Cash handling

Timeline

Front Desk Agent

Mainstay Suites Knoxville
04.2023 - Current

Supervising Manager

University of Tennessee, Knoxville
08.2018 - 02.2022

Temp Worker

Labor Smart
10.2015 - Current

GED -

Powell High School

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WHITNEY COLLINS