Summary
Overview
Work History
Education
Skills
Women in Leadership
Open Hard Rock Casino 2018 and Hard Rock The Guitar 2019
Timeline
Generic

Windy CapulHiltner

Northfield

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.



Overview

23
23
years of professional experience

Work History

Senior Front Office Manager

Ocean Casino Resort
Atlantic City, NJ
10.2023 - Current
  • Developed employee recognition programs that improved staff morale, leading to decreased turnover and higher levels of job satisfaction.
  • Enhanced guest satisfaction by implementing streamlined service processes and staff training programs.
  • Improved communication between front desk associates and housekeeping staff through daily briefings, enhancing efficiency in room assignment processes during peak check-in periods.
  • Increased room occupancy rates through targeted marketing campaigns and strategic partnerships with local businesses.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Increased customer service ratings through personable service.
  • Provided services efficiently and with high level of accuracy.
  • Developed and implemented strategies to optimize operational efficiency and maximize profits.
  • Analyzed and evaluated business data to identify opportunities for improvement.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Implemented successful strategies to increase customer satisfaction.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
  • Developed and implemented promotional strategies to increase occupancy.
  • Planned and executed marketing activities to improve property brand and increase revenue.

Senior Front Office Manager

Hard Rock Casino Hotel
Atlantic, United States
04.2018 - 10.2023
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback
  • Proposed or approved modifications to project plans
  • Reviewed completed work to verify consistency, quality and conformance
  • Met budget targets and quality standards by proactively leading team members and monitoring operations
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations
  • Addressed guest inquiries and resolved issues promptly to maintain high satisfaction.
  • Managed financial transactions at the front desk, ensuring accuracy and compliance.
  • Collaborated with management to develop strategic plans for front office operations.
  • Exceeded customer service expectations, consistently receiving positive feedback.
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
  • Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
  • Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
  • Increased repeat business by personalizing guest experiences and recognizing loyalty.
  • Fostered culture of excellence within front office team, leading by example and encouraging continuous learning.
  • Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
  • Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
  • Led front office team during major hotel renovation, maintaining high service standards amidst changes.
  • Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
  • Reduced operational costs without compromising service quality by renegotiating supplier contracts.
  • Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
  • Developed and enforced front office policies that ensured consistent and high-quality guest experience.
  • Improved team morale and efficiency with regular training sessions and performance feedback.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Defined clear targets and objectives and communicated to other team members.

Front Desk/Shift Manager/Front Office Manager

Borgata Casino and Spa
Northfield, United States
10.2005 - 04.2018
  • Interviewed prospective employees and provided input to HR on hiring decisions
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day
  • Delegated work to staff, setting priorities and goals
  • Recruited and trained new employees to meet job requirements
  • Coached employees on interactions with customers to drive exceptional service
  • Managed schedules, accepted time off requests and maintained coverage for shifts

Dealer

Sands Casino
Atlantic City, NJ
04.2004 - 09.2005
  • Continuously honed dealing skills to maintain a high level of proficiency in various casino games, increasing versatility and adaptability in response to changing customer preferences.
  • Greeted guests warmly, fostering a positive atmosphere conducive to repeat patronage and customer loyalty.
  • Maintained fast, smooth game pace by efficiently handling dice, chips, money, and cards.
  • Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.

Front Desk Receptionist

Hilton Casino
Atlantic City, NJ
02.2003 - 03.2004
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
  • Collected room deposits, fees, and payments.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Developed strong working relationships with team members, fostering a positive work environment.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.

Housekeeping Room Attendant

Hilton Casino and Hotel
Atlantic City, NJ
03.2002 - 01.2003
  • Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
  • Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
  • Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
  • Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
  • Used chemicals by following safety protocols and procedures to avoid burns and injuries.
  • Promoted a safe work environment by adhering to health and safety regulations while performing duties.
  • Engaged with guests on room requirements and amenities to promote overall satisfaction.
  • Provided exceptional customer service when interacting with guests during their stay, creating a positive impression of the hotel''s commitment towards excellence.
  • Contributed to positive guest experiences with meticulous attention to detail in all aspects of room cleaning and presentation.
  • Maintained a professional demeanor and appearance, following hotel policies regarding uniform and grooming standards.
  • Improved room turnaround times by efficiently managing daily tasks and prioritizing room assignments.
  • Assisted colleagues during peak periods or staff shortages, promoting teamwork within the department.
  • Participated in regular inspections, continuously improving the overall cleanliness of assigned areas.
  • Consistently met or exceeded room inspection scores by diligently following established guidelines for cleanliness and presentation.

Education

Some College (1 Year) - Business Administration And Management

Northeastern

Skills

  • Collaborative Team Player
  • Team Motivation Strategies
  • Managing Operations and Efficiency
  • Team Leadership
  • Employee Development
  • Customer service

Women in Leadership

Hard Rock Casino Hotel- Mentor of Women in Leadership


Women in leadership refers to the presence role, and influence of women in decision-making positions across various sectors, including business, politics, education, and non-profit organization. It focuses on empowering barriers, and promoting gender equality in leadership and governance.



Open Hard Rock Casino 2018 and Hard Rock The Guitar 2019

I helped open the property in AC Hard Rock in 2018 and The Guitar Hotel at Seminole Hard Rock Hotel & Casino in 2019.

Timeline

Senior Front Office Manager

Ocean Casino Resort
10.2023 - Current

Senior Front Office Manager

Hard Rock Casino Hotel
04.2018 - 10.2023

Front Desk/Shift Manager/Front Office Manager

Borgata Casino and Spa
10.2005 - 04.2018

Dealer

Sands Casino
04.2004 - 09.2005

Front Desk Receptionist

Hilton Casino
02.2003 - 03.2004

Housekeeping Room Attendant

Hilton Casino and Hotel
03.2002 - 01.2003

Some College (1 Year) - Business Administration And Management

Northeastern

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Windy CapulHiltner