Customer Service Front Desk
Resume:
Kim Proctor
Columbia, SC
*************@*****.***
PROFESSIONAL OBJECTIVE
Seeking a position that will benefit from my customer service experience, positive interaction skills where my 16 years of hospitality experience can improve the customer satisfaction and achieve any corporate goals. SUMMARY OF QUALIFICATIONS
• Proven ability to sustain profitability through rate and inventory management
• Proven ability to manage departmental accounting plans to ensure top line revenue goals and bottom-line profit expectations
• Outstanding ability to ensure proper selection required training and ongoing development, and counseling of all employees
• Excellent computer skills and proficiency in hotel operating systems including OnQ, Birchstreet ordering, R&I, ADP Workforce Now Payroll, Workday Payroll, NETChex Payroll, EasyClock Payroll, M3 accounting Fosse, Nitevision, Opera and Colleague
• Critical eye for detail and the motivation to correct inadequacies with property condition and team members
• Proven ability to build a customer service-oriented team and reorganized and engaged an existing team to exceed customer expectations and built strong relationships with local vendors and contractors
• Proven ability to oversee the ordering of all items and maintaining all items are approved by brand standards while keeping cost in line with budget goals
• Unparalleled guest satisfaction etiquette that strives to have each guest “wowed” with each experience
• Increased guest loyalty by cultivating employee morale in addition to team development training AWARDS AND CERTIFICATIONS
Nominated for Manager of the Quarter at Embassy Suites 2019 Where the Little Things Mean Everything Award of the Month at DoubleTree by Hilton 2015 Front of the House Employee of the Year for the Region at La Quinta Inn and Suites 2011 La Quinta Returns Winter Enrollment Blitz Supercharged Winner for the Property 2011 4th Quarter Piranha Sales Winner for the Region at La Quinta Inn and Suites 2010 Nomination for WOW Customer Service Award at Extended Stay America 2008 Silver Tech Prep Certificate in Business & Marketing Program at Western Branch High School 1999 EMPLOYMENT HISTORY
Home 2 Suites by Hilton 2022
Columbia, SC
General Manager
• Increased RevPAR from $76.00 nightly rate to $102.00 nightly rate delivering an average of almost $300,000 monthly and also collected almost 20,000 from past CLC guest that were not checked into CLC portal
• Ensured an occupancy of 96% and above each month while also maintaining top of the STAR report leading in occupancy, rate, and revenue for a 92- room hotel
• Restored building up to code per local and state guidelines and also strengthened salt scores by 15-20 points on service, cleanliness, and guest satisfaction within first 90 days
• Elevated Hilton’s Quality Assurance scores by 24 points throughout each department and also brought in an average of $2500 in monthly revenue from Home 2 market Hyatt Place 2021 – 2022
Irmo, SC
Operations Manager
• Strengthen quality performance levels across property, elevating housekeeping scores from 60s to 90s in Medalia and also exceeded projected 2021 revenue by over 20% to date by increasing ADR and maximizing Rev Par
• Recruited and trained front desk, housekeeping, and F&B staff to maintain brand standards and operations of a 99- room hotel with restaurant and also received a quality assurance score of 96%
• Brought Accounts Receivable and Accounts Payable to current eliminating 2-year backlog to ensure great relationships with vendors and also was able to keep past pricing from increasing
• Oversaw the scheduling, hiring, and training operations, supervised the management of housekeeping, front office, reservations, sales / marketing, security, and building / grounds maintenance and staff accountability for 25–30 employees
Embassy Suites by Hilton 2017 – 2021
Columbia, SC
Front Office Manager
• Contributed and managed team to elevate SALT arrival and departure scores from 50’s to 90’s within two months upon joining the team
• Maintained top 10 in Kipsu for Atrium Hotels with a peak of 1st and sustained top 300 in over 2000 hotels utilizing Kipsu and also maintained top 5 in Go Green program for Atrium Hotels
• Completed Manager on Duty shifts as required for a 218-room hotel, with 18,000 square ft. of banquet space and restaurant as well as responded and closed out Guest Assistance cases and SALT notices
• Surpassed Hilton Honors enrollments expectations to receive Hilton’s incentive gift card and credit on MArkit for Hilton Honors water bags
DoubleTree by Hilton 2015 – 2017
Columbia, SC
Assistant Front Office Manager
• Prepared and conducted front office staff interviews and followed hiring procedures as well as ensured employees were attentive, friendly, helpful and courteous to all guest, managers, and other employees
• Reviewed front office staffs worked hours to control overtime and submitted to accounting for payroll completion
• Completed Manager on Duty shifts as required for a 236-room full-service hotel, with 22,700 square ft. of banquet space and restaurant as well as responded and closed out Guest Assistance cases and SALT notices
• Assisted in preparation of revenue and occupancy forecasting to maximize room revenue by reviewing status daily Extended Stay Hotels 2012 – 2014
Columbia, SC
Assistant General Manager
• Strengthened quality performance levels across the property, resulting in top 30% status within company and overall performance score increase of 70%, surpassing the company average of 65%
• Completed multiple $35,000 contracts with corporate lodging housing CSX workers, ensuring accurate billing and complete satisfaction
• Collected over $20,000 in bad debt and took Accounts Receivable from 25% to 90% current within first 60 days
• Assisted management with forecasting within 3% of total revenue and also balanced all revenue and settlement accounts for a 120-room hotel
Contact this candidate