Front Office and Operations Leader with Hospitality Focus
Resume:
Karen Reichard
Atlanta, GA *****
***************@*****.***
Authorized to work in the US for any employer
Work Experience
Insurance Registration Agent
PM Billing-Atlanta, GA
November 2023 to Present
Accurately input and update data into company systems and databases Verify and cross-check data entries for accuracy
Maintain confidentiality and comply with data privacy standards Organize and manage electronic and physical files efficiently Support administrative teams on various operational tasks as needed Front Office Manager
Radisson Hotel Milwaukee West-Wauwatosa, WI
September 2022 to September 2023
Directs, coaches, and trains staff during shifts.
Makes schedules and adjustment to hours. Assigns breaks and lunches during shift. Implements training of company or franchise policies and procedures and operational goals and objectives.
Serves as customer service representative to answer questions or concerns as they arise to ensure guest satisfaction.
Addresses problems that may come up while on duty and communicates progress to management. Performs duties of department at front desk, in maintenance, housekeeping or restaurant. Communicates with other departments to coordinate events and activities at the property. Counts cash drawers, determine inventory levels, maintain department equipment and supplies and make recommendations or requests and communicate concerns to department manager or general manager.
Front Office Manager
Chesapeake Hospitality-Milwaukee, WI
December 2019 to November 2022
Directs, coaches, and trains staff during shifts.
Makes schedules and adjustment to hours. Assigns breaks and lunches during shift. Implements training of company or franchise policies and procedures and operational goals and objectives.
Serves as customer service representative to answer questions or concerns as they arise to ensure guest satisfaction.
Addresses problems that may come up while on duty and communicates progress to management. Performs duties of department at front desk, in maintenance, housekeeping or restaurant. Communicates with other departments to coordinate events and activities at the property. Counts cash drawers, determine inventory levels, maintain department equipment and supplies and make recommendations or requests and communicate concerns to department manager or general manager.
Oversees cleanliness and organization of work area. Front Office Manager
Courtyard by Marriott Brown Deer-Milwaukee, WI
May 2019 to December 2019
Directs, coaches, and trains staff during shifts.
Makes schedules and adjustment to hours. Assigns breaks and lunches during shift. Implements training of company or franchise policies and procedures and operational goals and objectives.
Serves as customer service representative to answer questions or concerns as they arise to ensure guest satisfaction.
Addresses problems that may come up while on duty and communicates progress to management Attend meetings and training as requested
Posts room charges and taxes to guest accounts.
Processes guest charges voucher and credit card vouchers. Posts guest charge purchase transactions not posted by the front office cashier. Verify all account postings and balances.
Tracks room revenues, occupancy percentages, and other front office statistics. Prepares a summary of cash, check, and credit card activities. Summarizes results of operations for management.
Guest Services Associate
Courtyard by Marriott Brown Deer-Milwaukee, WI
December 2018 to May 2019
Greet and register incoming guests.
Process guest folios and collect payment. Administer and manage cash handling responsibilities. Handle guest requests and concerns promptly and with courtesy. Assist guests with any inquiries regarding local entertainment, restaurants or transportation. Maintain efficient and effective flow of information with guests and all internal departments. Handle additional duties as needed by guests or management. Posts room charges and taxes to guest accounts.
Processes guest charges voucher and credit card vouchers. Posts guest charge purchase transactions not posted by the front office cashier. Verify all account postings and balances.
Tracks room revenues, occupancy percentages, and other front office statistics. Prepares a summary of cash, check, and credit card activities. Summarizes results of operations for management.
Prepare of End of day procedure.
Run end of day process in property management software (PMS). Understand and knows how to perform check-in and check-out procedures. Guest Services Supervisor
Holiday Inn Atlanta South-Atlanta, GA
June 2018 to November 2018
Directs, coaches, and trains staff during shifts.
Makes schedules and adjustment to hours. Assigns breaks and lunches during shift. Implements training of company or franchise policies and procedures and operational goals and objectives.
Serves as customer service representative to answer questions or concerns as they arise to ensure guest satisfaction.
Addresses problems that may come up while on duty and communicates progress to management. Performs duties of department at front desk, in maintenance, housekeeping or restaurant. Communicates with other departments to coordinate events and activities at the property. Counts cash drawers, determine inventory levels, maintain department equipment and supplies and make recommendations or requests and communicate concerns to department manager or general manager.
Oversees cleanliness and organization of work area. Guest Services Supervisor
Holiday Inn-Atlanta, GA
June 2018 to November 2018
Directs, coaches, and trains staff during shifts.
Makes schedules and adjustment to hours. Assigns breaks and lunches during shift. Implements training of company or franchise policies and procedures and operational goals and objectives.
Serves as customer service representative to answer questions or concerns as they arise to ensure guest satisfaction.
Addresses problems that may come up while on duty and communicates progress to management. Performs duties of department at front desk, in maintenance, housekeeping or restaurant. Communicates with other departments to coordinate events and activities at the property. Counts cash drawers, determine inventory levels, maintain department equipment and supplies and make recommendations or requests and communicate concerns to department manager or general manager.
Oversees cleanliness and organization of work area. Cashier
Publix Supermarket-Atlanta, GA
April 2018 to June 2018
Providing premier customer service, including greeting them and responding to questions Weighing and scanning products
Accepting payment and providing change, when appropriate Handling cash and other tenders accurately
Bagging products, when necessary
Maintaining a neat and clean register area
Assisting in other duties, as assigned
Guest Services Supervisor
Wyndham Vacations Resorts-Miramar Beach, FL
October 2014 to April 2018
Supervise Team Members performing front desk duties as required, including: greeting guests, answering the telephone, performing guest transactions and operating the front office computer systems. Explain resort products, services and other information about the resort as requested. Greet guests warmly and perform registration procedures. Provides supervisory assistance to all front office team members when dealing with escalated situations. Assist guests with issues and complaints, with empathy and a focus on guest satisfaction. Assist with recruiting, selection and training of front desk, reservations and night audit staff. Work closely with staff to ensure high-quality customer service. Resolves and communicates all customer service issues to front office manager and resort leadership. Assist with departmental training initiatives.
Facilitate guest departures providing accurate statements and ensuring guest satisfaction and collecting all payments due.
Attend meetings and training as requested.
Other duties as assigned.
Cashier
Publix Supermarket-Destin, FL
March 2014 to April 2018
Providing premier customer service, including greeting them and responding to questions Weighing and scanning products
Accepting payment and providing change, when appropriate Handling cash and other tenders accurately
Bagging products, when necessary
Maintaining a neat and clean register area
Assisting in other duties, as assigned
Night Auditor
Wyndham Vacation Resorts-Miramar Beach, FL
May 2012 to October 2014
Greet and register incoming guests.
Process guest folios and collect payment. Administer and manage cash handling responsibilities. Handle guest requests and concerns promptly and with courtesy. Assist guests with any inquiries regarding local entertainment, restaurants or transportation. Maintain efficient and effective flow of information with guests and all internal departments. Handle additional duties as needed by guests or management. Posts room charges and taxes to guest accounts.
Processes guest charges voucher and credit card vouchers. Posts guest charge purchase transactions not posted by the front office cashier. Verify all account postings and balances.
Tracks room revenues, occupancy percentages, and other front office statistics. Prepares a summary of cash, check, and credit card activities. Summarizes results of operations for management.
Prepare of End of day procedure.
Run end of day process in property management software (PMS). Understand and knows how to perform check-in and check-out procedures. Guest Services Agent/Part-time Night Auditor
Hampton Inn-Miramar Beach, FL
February 2012 to May 2012
Greet and register incoming guests.
Process guest folios and collect payment. Administer and manage cash handling responsibilities. Handle guest requests and concerns promptly and with courtesy. Assist guests with any inquiries regarding local entertainment, restaurants or transportation. Maintain efficient and effective flow of information with guests and all internal departments. Handle additional duties as needed by guests or management. Posts room charges and taxes to guest accounts.
Processes guest charges voucher and credit card vouchers. Posts guest charge purchase transactions not posted by the front office cashier. Verify all account postings and balances.
Tracks room revenues, occupancy percentages, and other front office statistics. Prepares a summary of cash, check, and credit card activities. Summarizes results of operations for management.
Prepare of End of day procedure.
Run end of day process in property management software (PMS). Understand and knows how to perform check-in and check-out procedures. Guest Services Agent/Part-time Night Auditor
Hampton Inn-Miramar Beach, FL
February 2012 to May 2012
Greet and register incoming guests.
Process guest folios and collect payment. Administer and manage cash handling responsibilities. Handle guest requests and concerns promptly and with courtesy. Assist guests with any inquiries regarding local entertainment, restaurants or transportation. Maintain efficient and effective flow of information with guests and all internal departments. Handle additional duties as needed by guests or management. Posts room charges and taxes to guest accounts.
Processes guest charges voucher and credit card vouchers. Posts guest charge purchase transactions not posted by the front office cashier. Verify all account postings and balances.
Tracks room revenues, occupancy percentages, and other front office statistics. Prepares a summary of cash, check, and credit card activities.
Summarizes results of operations for management.
Prepare of End of day procedure.
Run end of day process in property management software (PMS). Understand and knows how to perform check-in and check-out procedures. Guest Services Agent/Part-time Night Auditor
Courtyard by Marriott Brown Deer-Brown Deer, WI
August 2010 to January 2012
Greet and register incoming guests.
Process guest folios and collect payment. Administer and manage cash handling responsibilities. Handle guest requests and concerns promptly and with courtesy. Assist guests with any inquiries regarding local entertainment, restaurants or transportation. Maintain efficient and effective flow of information with guests and all internal departments. Handle additional duties as needed by guests or management. Posts room charges and taxes to guest accounts.
Processes guest charges voucher and credit card vouchers. Posts guest charge purchase transactions not posted by the front office cashier. Verify all account postings and balances.
Tracks room revenues, occupancy percentages, and other front office statistics. Prepares a summary of cash, check, and credit card activities. Summarizes results of operations for management.
Prepare of End of day procedure.
Run end of day process in property management software (PMS). Understand and knows how to perform check-in and check-out procedures. Guest Services Agent/Part-time Night Auditor
Courtyard by Marriott Brown Deer-Brown Deer, WI
August 2010 to January 2012
Greet and register incoming guests.
Process guest folios and collect payment. Administer and manage cash handling responsibilities. Handle guest requests and concerns promptly and with courtesy. Assist guests with any inquiries regarding local entertainment, restaurants or transportation. Maintain efficient and effective flow of information with guests and all internal departments. Handle additional duties as needed by guests or management. Posts room charges and taxes to guest accounts.
Processes guest charges voucher and credit card vouchers. Posts guest charge purchase transactions not posted by the front office cashier. Verify all account postings and balances.
Tracks room revenues, occupancy percentages, and other front office statistics. Prepares a summary of cash, check, and credit card activities.
Summarizes results of operations for management.
Prepare of End of day procedure.
Run end of day process in property management software (PMS). Understand and knows how to perform check-in and check-out procedures. Guest Services Agent/Part-time Night Auditor
Courtyard by Marriott Brown Deer-Sandestin, FL
August 2007 to May 2010
Greet and register incoming guests.
Process guest folios and collect payment. Administer and manage cash handling responsibilities. Handle guest requests and concerns promptly and with courtesy. Assist guests with any inquiries regarding local entertainment, restaurants or transportation. Maintain efficient and effective flow of information with guests and all internal departments. Handle additional duties as needed by guests or management. Posts room charges and taxes to guest accounts.
Processes guest charges voucher and credit card vouchers. Posts guest charge purchase transactions not posted by the front office cashier. Verify all account postings and balances.
Tracks room revenues, occupancy percentages, and other front office statistics. Prepares a summary of cash, check, and credit card activities. Summarizes results of operations for management.
Prepare of End of day procedure.
Run end of day process in property management software (PMS). Understand and knows how to perform check-in and check-out procedures. Guest Services Agent/Part-time Night Auditor
Courtyard by Marriott Brown Deer-Sandestin, FL
August 2007 to May 2010
Greet and register incoming guests.
Process guest folios and collect payment. Administer and manage cash handling responsibilities. Handle guest requests and concerns promptly and with courtesy. Assist guests with any inquiries regarding local entertainment, restaurants or transportation. Maintain efficient and effective flow of information with guests and all internal departments. Handle additional duties as needed by guests or management. Posts room charges and taxes to guest accounts.
Processes guest charges voucher and credit card vouchers. Posts guest charge purchase transactions not posted by the front office cashier. Verify all account postings and balances.
Tracks room revenues, occupancy percentages, and other front office statistics. Prepares a summary of cash, check, and credit card activities.
Summarizes results of operations for management.
Prepare of End of day procedure.
Run end of day process in property management software (PMS). Understand and knows how to perform check-in and check-out procedures. Room Attendant
Courtyard by Marriott Brown Deer-Sandestin, FL
November 2006 to August 2007
Enter and prepare the room for cleaning. Make bed. Dust the room and furniture. Replenish guestroom and bath supplies. Cleans the bathroom. Vacuum the carpet. Check and secures the rooms. Replenish amenities according to the operational standards. Ensure security of guest rooms and privacy of guests. Perform rotation cleaning duties (e.g. steam clean carpets, spring cleaning, super cleaning etc.) as required.
Room Attendant
Club Intrawest-Sandestin, FL
February 2006 to November 2006
Enter and prepare the room for cleaning. Make bed. Dust the room and furniture. Replenishes guestroom and bath supplies. Cleans the bathroom. Vacuum the carpet. Checks and secures the rooms. Replenish amenities according to the operational standards. Ensure security of guest rooms and privacy of guests. Perform rotation cleaning duties (e.g. steam clean carpets, spring cleaning, super cleaning etc.) as required.
Education
Electronic Engineering Technology (Associate of Applied Science) ITT Technical Institute-Greenfield, WI
High school diploma or GED
Electronic Engineering Technology (Associate of Applied Science in Electronic Engineering Technology)
ITT Technical Institute-Greenfield, WI
Skills
Word processing Computer literacy Typing Conflict management Operations management Team motivation (leadership skill) Guest reservation booking Microsoft Excel Hotel and accommodations guest check-in Computer operation Administrative experience Problem-solving Attention to detail Microsoft Word Windows Microsoft Outlook Team scheduling Disciplinary action management Client interaction via phone calls Leadership Task prioritization Customer complaint resolution Staff training Hotel and accommodations guest inquiries Night audit Phone inquiries Report preparation Multi-line phone systems Zoom Management Computer skills Languages
• English
Certifications and Licenses
Driver's License
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