Front Desk Customer Service

Adriane Stinson

Business Professional

Phone: 678-***-****

Lithonia, GA 30058

Email: ********@*******.***

Target Driven business Professional who utilizes creativity with proven management, marketing, planning and interpersonal skills.

A highly energetic, resourceful individual who achieves and exceeds standards through effectively communicating with all levels of the business.

Experience

Westmont Hospitality / Extended Stay Division

Regional Support Manager July 2022 – Present

Responsible for the management of multiple locations, Managers, Front Desk, Housekeeping, Maintenance, Laundry, and Sales at the hotels.

Accurately execute all company and brand initiatives, policies, and procedures, with continuous improvement in service, operations, and quality.

Participates with Senior Leadership in the preparation of the annual budget and other financial reporting throughout the year.

Manages the daily, weekly, and monthly administrative functions including but not limited to scheduling, labor, night audit verification, and responding to guest reviews.

Assist the Regional Director of Operations to Recruit, hire, train, and lead employees to meet and exceed service and quality goals.

Coaches, counsel and motivate all employees as necessary.

Travel 85% of the time

Focus on rate strategy and sales initiative to ensure a high ROI.

Control costs cost effectively to meet budget guidelines through forecasting, labor control and P&L performance.

Ensures safety procedures are in place for the protection of employees, guests, and the company’s assets.

Assists with positioning and forecasting the hotels to achieve maximum revenue, weekly, monthly, and quarterly to increase the (ADR) Average Daily Rate RevPAR (Revenue per available room) along with the Star reports.

Develop and submit required reports regularly to the Regional Director of Operations, Human Resources, Accounting, Training, and Payroll.

ENG Infotech / Contractor Oracle Corporation

Trainer/ Implementation Consultant November 2021 – June 2022

Works remotely with hotels daily ensuring Opera v-5 configuration, training and support are complete

Configured Opera v-5 for multiple hotel brands

Works closely with project managers ensuring clients’ needs are met

Provide support while troubleshooting, identifying and resolving any installation and implementation

problems to the client’s satisfaction within established time frames

Ensures responsive follow-up to client’s needs and requirements

Works with appropriate departments and Colleagues as needed

Provide daily reporting to project managers, management teams and clients upon request

Demonstrates a passion for excellent customer service for both internal and external teams

Ability to collaborate effectively in a team environment

Communicate effectively both verbally and written with customers

Present technical information both verbally and non-verbally to both technical and

non-technical audiences

TTEC Services Corporation

Property and Casualty Licensed Agent - Customer Service June 2021 - October 2021

Answer incoming communications from customers

Post payments to customers’ accounts

Educate customers on each type of insurance coverage and make recommendations

based on their needs and budgets

Evaluate current insurance policies and recommend additional coverage when needed

Conduct research to provide answers for customers to resolve their issues

Provided superior customer service to all clients

Recommended different products and services to perspective clients

Maintain confidentiality with all insurance documents

Promote the insurance agency to customers who are in need of insurance

Private Tutor / School Tutor

Self Employed /Private Academic Tutor June 2020 - Present

Tutor Elementary and Middle School Students in all academic areas

Assist students / Parents with Virtual learning studies during the Nationwide Pandemic

Provide feedback to parents regarding student progress and creating an improvement plan if needed

Work with students individually to increase grades

Assist students with homework

Demonstrate different problem-solving methods so that students have a better understanding to grasp the concept of the given subjects

Review class material with students discussing in detail what is required

Encourage, motivates and build confidence in students

ENG Infotech (Contractor Amadeus Hospitality)

Sales and Catering Training Specialist Sept 2019 - April 2020

Worked closely with the professional services team to deliver high customer satisfaction

Traveled approximately 90% of the time conducting product training to customers

Proficiently conducting training for Amadeus Hospitality suite of products including Delphi.fdc

Amadeus Hospitality Diagrams, Meeting-Broker etc.

Communicated with Technical teams to troubleshoot any technical issues

Maximize the amount of training given to sites ensuring that the client has been trained effectively on the products in the agreed upon time given.

Handle conflict situations calmly and professionally, while making decisions that are in the best interest of both the client and Amadeus Hospitality.

Manage difficult trainees tactfully and professionally

Provide creative solutions to challenges as they arose onsite

Take the initiative in ensuring that any challenges are proactively discussed

Complete training recaps in a timely manner

Complete expense reports each week

Provide feedback to team leaders and managers to proactively assist on continual process and methodology improvements

Ensure that all training materials have been taught satisfactorily before leaving the property

Holiday Inn Atlanta Camp Creek

General Manager / Director of Sales Sept 2015 - Sept 2019

Responsible for maximizing revenues to meet or exceed budgeted goals

Resolved customer disputes dealing with invoices and outstanding balances

Trained new hires on Opera Software

Contact person for Opera Support

Resolved/ Solved issues pertaining to Opera

Responsible for property budget and forecasts

Managed labor standards and property level expenses

Contacted past clients collecting on delinquent accounts

Provided customer service to guests that had issues with their stay, investigated all issues and concerns, while resolving them to the company’s and guest satisfaction

Manage all financial activities for the property, reconciling all financial accounts

Managed all inventory for the property ordering products when necessary, ensuring purchases are within budget

Maintains relationships with local and key companies to increase property’s visibility

Implemented sales and marketing activities for the property

Demonstrated and promoted 100% commitment to providing the best experience to guest and employees

Instilled 100% guest satisfaction to all employees

Motivated and gave direction to all managers and hourly employees

Communicated all policies and procedures to all staff members

Recruited qualified applicants and trained employees according to company standards

Adhered to federal, state and local employment laws

Counseled, coached and performed performance evaluations for all employees

Interviewed all potential employees for various positions in the hotel

Analyzed budget numbers and financial statements ensuring we were on target

Prepared weekly reports to present to Senior Managers

Held daily meetings with department heads providing instruction and guidance as to how the daily work flow would get accomplished

When appropriate executed disciplinary actions to staff members

Developed customer service training materials to discuss with the staff

Created profit and loss statements monthly, analyzing how we can improve

Education

Jacksonville Community College

Bachelors Studies

Skills

Delphi Sales Software, Sales Pro Software, Opera PMS System, Certified Opera v-5 installer, Microsoft Office Suite, Licensed P&C Insurance Agent

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