Amber Turner
Bryson City,NC
Summary
Seasoned Front Desk professional offering years of customer-facing performance. Handles administrative, operational and guest areas to cultivate quality service.
Overview
19
19
years of professional experience
Work History
Front Desk Manager
Newfound Lodge
04.2006 - 11.2024
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Checked guests in out of hotel, made reservations, and processed payments.
- Managed front desk maintenance of client records and lab data.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Established strong rapport with returning guests while building new connections with first-time visitors.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Resolved guest complaints by addressing issues with rooms promptly.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Handled confidential documents with discretion while complying with data protection regulations.
- Facilitated month-end closing processes, invoicing and journal entries.
Education
Swain County High School
Bryson City, NC06.2005
Skills
- Reservation management
- Front desk operations
- Guest relations
- Complaint resolutions
- Staff scheduling
- Hospitality services
References
Robin Warren
Hotel Manager
(828) 788-2124
robinwarren1@hotmail.com
Timeline
Front Desk Manager
Newfound Lodge
04.2006 - 11.2024
Swain County High School
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