Customer Service Professional/Receptionist
Resume:
CLAUDIA P. MCATEE
*******.******@*****.***
GAITHERSBURG, MD. 20879
PROFESSIONAL EXPERIENCE
January 2009-Sept 2009 Mansion on Forsyth Park Savannah, GA
Front Desk Agent/ Supervisor
Supervised and oversaw all the duties performed by all employees of the front desk/Ensured all employees completed their essential tasks, as listed on the daily checklist, before the end of their shift/Counseled and coached employees using proper techniques and documentation/Responsible for ensuring that all employees follow proper cash handling procedures/Maintained and monitored proper front office operational supplies/Made room reservations for walk-ins and future guests/Maintained cleanliness and organization of front desk and back office/Ensured the accuracy of rooming lists, groups, arrivals and amenities/Welcomed, registered and assigned rooms to the guests/Collected payments, computed bills and made change for guests/Issued room keys and relayed instructions to bellmen/Accountable for reviewing accounts and charges with guests while checking them out/Responsible for taking and placing Room Service Orders/Answered phones and transferred calls as necessary
January 2008-July2008 Heidelberg Lodging Heidelberg, Germany
Front Desk Supervisor
Managed the front desk operations of a lodging property with 169 rooms/Operated all front office activities with a staff of 10 to include the reservations department/Oversaw check-ins, check-outs, night audit functions, and reservations/Maintained the property management systems administration, oversaw security audits and accounting audits/Ensured compliance with policies and procedures/Provided guidance and assistance in resolving problems and conflicts arising from guest complaints/Analyzed new or changing administrative requirements that might impact the overall function of the front office/Reviewed and analyzed report data for performance, occupancy, and obtainment of objectives/Exercised budget and fiscal responsibilities
March 2007-July2008 Heidelberg Lodging Heidelberg, Germany
Training Specialist
Provided monthly communication and updates to the General Manager and Assistant Manager via weekly management meetings/Managed training performance and standards/Participated in quality assurance activities to identify training needs to be able to identify opportunities to improve the customer experience/Delivered training, alongside Educational Institute, as required/Evaluated training effectiveness through the utilization of all available data including, but not limited to, observation and post training discussions with trainers and supervisors/Administered Training Programs and Certification Programs/Maintained accurate schedules, records, and other relevant metrics/Responsible for providing accurate, complete, credible and timely information to appropriate staff, as required/Created and continuously implemented the hotel orientation packet
April 2004-October 2006 Four Seasons Resort and Club Irving, TX
Spa & Salon
MIT/Supervisor/Designated Trainer/Retail Coordinator
Oversaw all duties at the reception desk and directly supervised all reception agents/Created weekly schedules, provided performance feedback, performance appraisals and ensured continuous education on all areas of the reception desk including product knowledge/Responsible for the training of employees in all reception operations, including, but not limited to cash handling, guest service, retail skills, and phone procedures/Coordinated interdepartmental meetings to ensure quality guest service/Ensured compliance for the AAA Five Diamond Reward by continually training with detailed regulations and inspections (Richey Report)/Provided leadership for young workers who aspired to move into management/Substituted for the Director and Managers on days off and when needed/Personally oversaw the ordering, stocking, and par levels of a retail inventory totaling over $90,000/Attended management style courses including, but not limited to “Supervisory Development” and “Basics of Management” as a Manager in Training
June 2003-April 2004 Hilton Las Cruces Las Cruces,NM
Front Desk Manager
Managed a staff of employees including front desk agents, night auditor, bell staff, and reservations/Created weekly schedules, provided performance feedback, and continuously worked on building a strong cooperative team/Directly responsible for the hiring, orientation, training and development of all Front Desk employees/Produced comprehensive analysis of training opportunities and skills gaps/Performed employee performance evaluations/Researched opportunities for improved services to guests/Lead various training classes with the Human Resource Manager for all hotel employees, which included personally taking leadership style courses in Arizona to gain the knowledge needed to facilitate/Assisted the Housekeeping Departments when staffing levels were low/Assisted the Controller on day-to-day Accounts Receivable activities
2001-June 2003 Hilton Las Cruces Las Cruces,NM
Front Desk Agent/Supervisor
Responsibilities included checking in and out of guests, handling special guest requests, and making reservations/Handled a wide variety of guest needs and concerns/Responsible for opening and closing of daily cash bank totaling $400.00/-Oversaw all responsibilities and duties at the Front Desk in the absence of a manager
2000-2002 Salon Mystique Las Cruces, NM
Owner’s Assistant/Receptionist
Responsibilities included checking in and out of clients, answering phone calls, making appointments and cleaning of all salon areas/Handled a wide variety of customer needs and concerns including product knowledge/Responsible for opening and closing of daily cash bank/Oversaw all responsibilities and duties in the salon in the absence of the owner/Oversaw all duties at the reception desk and directly supervised all reception agents/Worked directly with the owner as her assistant in regards to bookkeeping, payroll and personal errands
EDUCATION
1998-2003 New Mexico State University Las Cruces, New Mexico
B.S.; Hotel, Restaurant and Tourism Management
PROFESSIONAL DEVELOPMENT
1999 Walt Disney World College Program Orlando , Florida
Recreation Hostess at Port Orleans & Dixie Landings and the Yacht and Beach Club Resort.
2000-2001 New Mexico State University Las Cruces , New Mexico
Walt Disney World College Program Campus Recruiter
2004-2006 Four Seasons Resort and Club Spa & Salon Irving, Texas
Supervisory Development Course
Basics of Management Course
2007 Educational Institute Ft. Sill , Oklahoma
Performance Plus “Train the Trainer” course
2008 Educational Institute Heidelberg, Germany
Certified Front Desk Agent
SKILLS
Proficient in Microsoft Office (Word, Outlook, Excel, PowerPoint)
Knowledgeable in SpaSoft and Epitome software
Experienced with office equipment including, but not limited to, fax machines, copy machines, image scanners, PBX switchboards and binding machines
Strong ability to prioritize, multi-task, organize and demonstrate initiative
Work well independently and as a team
Excellent customer service and professional demeanor
AWARDS
June 2009 Mansion on Forsyth Park: Grand Performer of the Quarter
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