Front Desk Customer Service
Resume:
Ann Rolleri
Palmerton, PA *****
*************@*****.***
Work Experience
Front Desk Manager
Split Rock Resort-Lake Harmony, PA
April 2025 to Present
Oversees the day-to-day operations of hotel Resort with a focus on guest satisfaction. These duties include managing bookings, check in/check out and managing staff, while ensuring compliance with regulations and budgets.
Guest relations which include greeting and welcoming guests and requests. Addressing complaints and questions, and providing exceptional customer service. Operations Manager
Daryon Hotels-Orefield, PA
April 2024 to July 2024
Handled Operations for multiple hotels managed by DHI. Running various reports daily to analyze Revenue, Guest Performance and Competition from other brands and our managed property performance to help them excel and remain profitable.
Reviewed resumes for our property hiring needs and set up interviews for hiring managers to meet with potential candidates.
Front Office Manager/Assistant General Manager
Hampton Inn-Easton, PA
September 2021 to March 2024
Assists in assigning duties to Front Desk team and observes performances to ensure adherence to hotel policies and operating procedures.
• Ensures daily tasks and checklists are being completed in a timely and accurate way. Assists in hiring and training of new Front Desk team members and implementing new SOPs.
• Assists in creating and managing employee schedules and attendance.
• Coaches and counsel's teammates in an efficient and professional manner.
• Oversees Market inventory and cleanliness according to Hilton standards.
• Assists with additional supply ordering when needed for the Hotel.
• Works closely with other departments to ensure proper service levels are provided.
• Resolves complaints, and disputes in compliance with hotel policies and procedures in a professional and timely manner.
• Assisting guests with reservations, billing questions, and requests. Assists with any additional duties with day to day hotel operations. Education
High school diploma
NHP Memorial
Skills
• Hotel experience
• Personal assistant experience
• Office Management
• Microsoft Word
• Labor Cost Analysis
• Forecasting
• Interviewing
• Office experience
• Human Resources
• Microsoft Excel
• Microsoft Outlook
• Management
• Accounts Receivable
• Bookkeeping
• Filing
• Account Reconciliation
• Payroll
• Accounts Payable
• Employee Orientation
• Typing
• Organizational skills
• Pricing
• Administrative experience
• Assistant Manager Experience
• Microsoft Office
• Customer service
Certifications and Licenses
Driver's License
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