Windy Lundy
Meridian,MS
Summary
Accomplished in elevating guest experiences at Hilton Garden Inn Hotel, I leveraged my problem-solving abilities and proficiency in multiple hotel programs and computer programs to enhance operational efficiency and guest satisfaction. My leadership in front desk operations and sales coordination drove a notable increase in repeat business, showcasing my customer service excellence and time management skills.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Front Desk Agent/Hotel Front Desk Supervisor
Hilton Garden Inn Hotel
01.2021 - 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.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- 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.
Front Desk Manager
Hilton Garden Inn Hotel
01.2021 - Current
- 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.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Managed front desk maintenance of client records and lab data.
- Checked guests in out of hotel, made reservations, and processed payments.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Established strong rapport with returning guests while building new connections with first-time visitors.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Attended staff meetings and brought issues to attention of upper management.
- Resolved guest complaints by addressing issues with rooms promptly.
- Developed strong relationships with corporate clients, securing long-term contracts for group bookings.
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
- Coordinated with sales department to identify potential leads from incoming inquiries.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
- Optimized room inventory management, resulting in reduced overbooking occurrences.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Promoted upselling opportunities to maximize revenue through available add-ons and packages.
- Increased repeat business by providing exceptional service and promptly handling guest feedback.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Ensured data accuracy through regular audits of guest profiles.
- Supported revenue management strategies by closely monitoring occupancy rates and adjusting room pricing accordingly.
- Implemented policies and procedures to maintain compliance with brand standards and local regulations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Developed detailed plans based on broad guidance and direction.
- Managed senior-level personnel working in marketing and sales capacities.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Launched quality assurance practices for each phase of development
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Night Auditor
Hilton Garden Inn Hotel
01.2021 - Current
- 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.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Managed inventory levels of supplies required for efficient front desk operations during overnight hours.
- Ensured compliance with company policies and local regulations through meticulous record-keeping of nightly transactions.
- Fostered a collaborative work environment amongst all hotel departments through clear communication channels established during shift changes.
- Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
- Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
- Managed front desk operations during night, maintaining security and guest safety.
- Compiled and presented detailed reports on nightly revenue, aiding in financial planning and analysis.
- Processed reservations and cancellations efficiently, optimizing room occupancy rates.
- Trained new night auditors in audit procedures and customer service practices, enhancing team capability.
- Resolved guest issues with professional and empathetic communication, improving overall stay experiences.
- Provided guests with information about local attractions and services, enhancing their stay experience.
- Coordinated with daytime staff to communicate important guest information, ensuring smooth transitions and continuity of service.
- Streamlined communication with shuttle services and local transportation for guests, improving satisfaction with logistical support.
- Ensured compliance with all hotel policies and regulatory requirements, maintaining high standards of operations.
- Conducted nightly audits to ensure financial accuracy, promoting transparency and trust.
Sales Coordinator
Hilton Garden Inn Hotel
01.2021 - Current
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
- Streamlined sales processes for improved efficiency and customer satisfaction.
- Supported sales team members in achieving individual goals and targets through coaching, mentoring, and guidance.
- Served as a liaison between internal departments such as production, logistics, finance, ensuring seamless end-to-end management of client accounts.
- Coordinated product demonstrations to showcase key features for sales prospects.
- Organized trade shows, conferences, and networking events to increase brand exposure and generate leads.
- Cultivated long-lasting relationships with existing clients by providing ongoing support throughout the post-sales process.
- Collaborated with marketing team to develop targeted promotional materials and campaigns.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Implemented systems and procedures to increase sales.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Prepared sales presentations for clients showing success and credibility of products.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Organized promotional events and interacted with community to increase sales volume.
Education
Bachelor of Education - Early Childhood Care And Education
MCC
Meridian, MS08.2013
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Hospitality services
- Time Management
- Guest accommodations
- Listening Skills
- Microsoft Office
- Front Office Support
- POS Systems
- Clerical duties
- Room assignments
- Documentation
Certification
- Pep, OnQ, Opera Training -
- CPR.FirstAid,AED - Red Cross this is up to date
Languages
English
Full Professional
Interests
- Gym Workouts
- Dancing
- Enjoy participating in [activity] for overall physical and mental well-being
- Horseback Riding
- Volunteering
- Outdoor Recreation
- Camping
- Hiking
- Fashion and Style
- I like working with my hands and fixing things
- I have a passion for photography and editing photos
- Creative Writing
- Dance
- Fashion
Timeline
Front Desk Agent/Hotel Front Desk Supervisor
Hilton Garden Inn Hotel
01.2021 - Current
Front Desk Manager
Hilton Garden Inn Hotel
01.2021 - Current
Night Auditor
Hilton Garden Inn Hotel
01.2021 - Current
Sales Coordinator
Hilton Garden Inn Hotel
01.2021 - Current
- Pep, OnQ, Opera Training -
- CPR.FirstAid,AED - Red Cross this is up to date
Bachelor of Education - Early Childhood Care And Education
MCC
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