Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ada Gorham

Robbinsville

Summary

Proven professional in guest services and administrative support, adept at enhancing customer experiences and streamlining operations. At Indigo Road, I led a team to improve guest satisfaction ratings through exceptional service and efficient problem-solving. Skilled in customer service and time management, I effectively increased repeat business and maintained high standards of office organization and guest relations.

Experienced with managing front desk operations efficiently and courteously. Utilizes excellent communication and organizational skills to handle guest inquiries and administrative tasks seamlessly. Track record of enhancing customer satisfaction and supporting team goals in dynamic environments.

Developed strong customer service and administrative skills in fast-paced, client-focused environment. Excels in communication, organization, and managing multiple tasks simultaneously. Seeking to transition to new field where these skills can be effectively utilized and further developed.

Personable and energetic Receptionist committed to delivering excellence in all facets of customer service and administrative support. Offering honed competencies in data-entry, database management and scheduling.

Overview

2025
2025
years of professional experience

Work History

Front Desk Receptionist

Red Carpet Inn
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Collected room deposits, fees, and payments.
  • Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
  • Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Developed strong working relationships with team members, fostering a positive work environment.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Completed all tasks in compliance with company policies and procedures.
  • Increased guest retention by maintaining a welcoming and organized reception area.
  • Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
  • Maintained accurate records of visitor logs for security purposes and compliance with company policies.
  • Maintained confidentiality of sensitive data to protect customer and business information.

Guest Service Manager

Indigo Road
09.2022 - Current
  • Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
  • Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
  • Attended to customer needs, responding to questions, complaints and escalations.
  • Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
  • Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
  • Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
  • Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
  • Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
  • Oversaw lobby operations and concierge services.
  • Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
  • Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
  • Understood and implemented safety and emergency procedures.
  • Monitored staff training, scheduling and shift changes.
  • Established strong rapport with VIP guests by providing personalized attention and anticipating their needs throughout their stay.
  • Monitored inventory levels of essential supplies, proactively ordering replacements to avoid shortages or delays in guest services.
  • Maintained and troubleshot hotel property management systems.
  • Coordinated special events and group bookings, ensuring all details were accurately executed for successful outcomes.
  • Maintained accurate records of guest information and preferences, using this data to provide personalized experiences during future stays.
  • Created an open communication environment within the team that encouraged idea-sharing and fostered collaboration among colleagues for continuous improvement efforts.
  • Reviewed daily bookings, preparing guest rooms prior to arrival.
  • Implemented new procedures to reduce wait times during check-in and check-out processes, leading to higher guest satisfaction ratings.
  • Ensured a safe and secure environment for both guests and staff by enforcing established safety procedures and protocols at all times.
  • Conducted regular staff training sessions on customer service standards and company policies, promoting a consistent level of service across the team.
  • Implemented procedures and services to improve hotel services and amenities.
  • Coordinated luggage collection, transportation and storage.
  • Liaised between guests and hotel management, relaying information, promotions and issues.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Evaluated and promptly resolved lodging facility operational issues.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Oversaw day-to-day operations of 23-room hotel with staff of 25 to 30 employees.

Domestic Violence Advocate

Hope For Families
03.2009 - 08.2016
  • Provided crisis intervention services, offering immediate support and guidance to individuals experiencing domestic violence situations.
  • Collaborated with multidisciplinary teams to address clients'' unique needs, resulting in more tailored interventions and improved outcomes.
  • Enhanced client self-sufficiency through comprehensive case management services, including referrals to housing and employment opportunities.
  • Participated in ongoing professional development activities, enhancing knowledge base related to best practices in domestic violence prevention and response efforts.
  • Conducted regular safety audits of facilities and procedures, maintaining a secure environment for staff and clients alike.
  • Managed program budgets and grant reporting requirements, ensuring continued funding for vital services.
  • Increased awareness of domestic violence issues by conducting community outreach and educational presentations.
  • Conducted thorough assessments of clients'' needs, identifying barriers to self-sufficiency and strategizing solutions accordingly.
  • Coordinated volunteer recruitment and training efforts, expanding the organization''s capacity to serve clients and reach new populations in need of support.
  • Improved survivor safety by developing personalized safety plans and providing resources for legal assistance.
  • Served as a liaison between clients and community partners, facilitating connections that advanced recovery goals while addressing systemic barriers faced by survivors of domestic violence.
  • Maintained detailed case records, contributing to efficient communication among team members and effective coordination of client care.
  • Strengthened relationships with local law enforcement agencies, ensuring effective collaboration in responding to domestic violence incidents.
  • Empowered clients through advocacy efforts, ensuring their voices were heard by medical professionals, law enforcement personnel, and social service providers.
  • Facilitated support groups for survivors, fostering a safe environment for sharing experiences and healing strategies.
  • Assisted clients in obtaining protective orders by guiding them through the legal process and accompanying them to court hearings.
  • Implemented trauma-informed practices across all aspects of service delivery, promoting healing and resilience among survivors of domestic violence.
  • Developed and maintained resource directories, ensuring timely access to accurate information on available support services.
  • Evaluated program outcomes, identifying areas for improvement and implementing necessary changes to enhance service delivery.
  • Developed and maintained strong relationships with community resources for successful referrals.
  • Administered assessments to identify clients' needs and establish treatment plans.
  • Evaluated clients' social, emotional and psychological needs to create treatment plans.
  • Documented client progress and activities in accordance with agency policies and procedures.
  • Assisted clients in developing and setting realistic goals to promote positive change.
  • Assisted clients in identifying community resources and connecting with appropriate services.
  • Monitored clients' progress to adjust treatment plans accordingly.
  • Collaborated with other professionals to plan and coordinate care for clients.
  • Conducted home visits to assess clients' home environment and provide support.
  • Participated in professional development and training opportunities to enhance clinical skills.
  • Utilized evidence-based practices to provide effective interventions for clients.
  • Developed and implemented individualized treatment plans for clients.
  • Trained new advocates on best practices for supporting domestic violence survivors effectively and compassionately.
  • Conducted thorough case assessments, ensuring the appropriate allocation of resources and referrals for each client.
  • Offered emotional support to victims during court proceedings, providing a calming presence in high-stress situations.
  • Worked closely with medical professionals to address the physical health needs of domestic violence victims promptly.
  • Built strong relationships with local shelters, increasing the availability of safe housing options for clients in need.
  • Advocated on behalf of clients during multi-disciplinary team meetings, ensuring that all relevant agencies were informed about their needs and concerns.
  • Provided crisis intervention services, reducing trauma symptoms among victims in immediate need.
  • Developed individualized safety plans for clients, resulting in increased personal security and autonomy.
  • Facilitated psychoeducational classes to help clients develop life skills.
  • Implemented community outreach programs to promote mental health awareness.
  • Provided crisis counseling and intervention services to clients in emergency situations.

Education

Associate of Applied Science - Accounting

Tri-county Community College
Murphy, NC
05-2009

Associate of Applied Science - Business Administration

Tri- County
Murphy, NC
05-2009

Skills

  • Customer service
  • Attention to detail
  • Time management
  • Listening skills
  • Cash handling
  • Telephone etiquette
  • Data entry
  • Problem-solving skills
  • Team collaboration
  • Scheduling
  • Appointment scheduling
  • Verbal and written communication
  • Administrative skills
  • Scheduling appointments
  • Office organization
  • File organization
  • Hospitality services
  • Front office management
  • Filing
  • Sensitive information handling
  • Work prioritization
  • Administrative support
  • Initiative-taking
  • Complex Problem-solving
  • Issue handling
  • Office administration
  • Guest relations
  • Document management
  • Confidentiality handling
  • Meeting scheduling
  • Multi-line telephone systems
  • File management
  • Conflict management
  • Effective planning
  • Technical support
  • Call routing
  • Hospitality best practices
  • Mail sorting
  • Call forwarding
  • Clerical support
  • Calendar management
  • Researching skills
  • Word processing
  • Inventory control
  • Mail distribution
  • Performance improvement
  • Staff management
  • Bookkeeping
  • Strategic planning
  • Spreadsheet tracking
  • Departmental support
  • Business administration
  • Office supplies inventory management
  • Supply management
  • Expense reporting
  • Travel coordination
  • Multitasking and organization
  • Decision-making
  • Client communication
  • Phone etiquette

Timeline

Guest Service Manager

Indigo Road
09.2022 - Current

Domestic Violence Advocate

Hope For Families
03.2009 - 08.2016

Front Desk Receptionist

Red Carpet Inn

Associate of Applied Science - Accounting

Tri-county Community College

Associate of Applied Science - Business Administration

Tri- County

Similar Profiles

CREATE PROFILE
Ada Gorham