Anna Montgomery
Hampton
Summary
Skilled Front Desk Supervisor successful at solving a range of daily issues with an efficient and professional attitude. Demonstrated adaptability to changing demands and learned new information quickly. Skilled in training and managing personnel and providing excellent shift coverage to meet guest needs.
Overview
9
9
years of professional experience
Work History
Front Desk Supervisor
Holiday Inn Club Vacations Williamsburg Resort
12.2020 - Current
- Led front desk team in delivering exceptional vacation experiences for all guests through coaching and ongoing training.
- Collaborated with Front Desk Manager to create and implement action plans, enhancing departmental scores.
- Developed and implemented staff goals and plans to exceed guest and owner expectations.
- Display unique problem solving to obtain a positive outcome in adverse guest and employee situations.
- Observe and provide direct constructive feedback to employees.
- Effectively communicate within the Front Office and associated departments.
- Assist Front Desk Manager in assuring Front Desk business transactions (check-ins/out, etc.) are completed in accordance with company standards.
- Ensure all current and past guest folios are up to date and all payments have been processed correctly.
- Scan, organize, and store all Front Office documents as they relate to guests, billing, and general business operations.
- Travel to other Front Desks across the country as needed to assist their daily operations.
Front Desk Trainer
Holiday Inn Club Vacations Williamsburg Resort
11.2019 - 12.2020
- Conducted training sessions for all new Front Desk hires.
- Developed comprehensive Front Desk binders to support new hires' onboarding.
- Prepared new hires for effective guest interactions through targeted training.
- Introduce new hires to all required computer systems.
- Ensure new hires are prepared for semi-independent shifts by end of training.
- Executed daily Front Desk tasks to facilitate seamless guest experiences.
Front Desk Specialist
Holiday Inn Club Vacations Williamsburg Resort
04.2019 - 12.2020
- Answered incoming calls to Front Desk, providing timely assistance to guests.
- Addressed guest inquiries, comments, concerns, and complaints to enhance satisfaction.
- Check guests in and out of TimeshareWare.
- Communicate effectively with all departments to ensure needs of guests are met.
- Entered work orders into Asgard and followed up with guests.
- Maintained organized Front Desk area to ensure efficient operations and guest service.
Associate
2nd and Charles
02.2019 - 05.2019
- Managed buyback area operations, ensuring efficient opening and closing procedures.
- Executed monetary transactions with precision, maintaining accuracy and efficiency.
- Welcomed clients, addressing inquiries and handling calls effectively.
- Reshelf merchandise in alphabetical order by media and genre.
Volunteer
Division for Aging and Rehabilitative Services (DARS)
07.2018 - 04.2019
- Answered and made calls to clients to support communication and service needs.
- Copied and scanned documents for submission to state network, ensuring accurate record-keeping.
- Fax documents and mail letters.
- Created PowerPoint presentations to effectively convey information and support team objectives.
Assistant Teacher
Reformation Lutheran Church and Childcare
05.2017 - 01.2018
- Facilitated engaging classes for 6-10 children, fostering developmental growth from infancy to school age.
- Ensured safety and control in learning environment, prioritizing children's well-being at all times.
- Organized and cleaned workplace area, promoting a tidy and efficient learning environment.
- Maintained confidentiality of children and parents.
Education
Virginia Polytechnic Institute and State University - Geoscience
Virginia Polytechnic Institute and State University
Blacksburg, VA05-2022
High School -
Phoebus High School
Hampton, VA06-2014
Skills
- Front desk management
- Customer Service
- Complaint resolution
- Payment processing
- Staff training
- Cross-departmental communication
- Time Management
- Conflict Resolution
- Organization
- Problem solving
- Attention to detail
- Microsoft Excel
- Microsoft Word
- Outlook
- PowerPoint
- Training support
Activities
- Emerging Leader, Expansions: Leadership Development Program Holiday Inn Club Vacations, 10/01/22, 04/30/23
- Job Readiness PowerPoint, 08/01/18, Created PowerPoint to educate high school students on job readiness that has been dispensed across Virginia to be used in the classroom via DARS.
- Guest speaker, Gems and Minerals Society of Virginia, 06/07/18
- Virginia Tech Study Abroad Program, Riva San Vitale, Switzerland, Fall 2016
Timeline
Front Desk Supervisor
Holiday Inn Club Vacations Williamsburg Resort
12.2020 - Current
Front Desk Trainer
Holiday Inn Club Vacations Williamsburg Resort
11.2019 - 12.2020
Front Desk Specialist
Holiday Inn Club Vacations Williamsburg Resort
04.2019 - 12.2020
Associate
2nd and Charles
02.2019 - 05.2019
Volunteer
Division for Aging and Rehabilitative Services (DARS)
07.2018 - 04.2019
Assistant Teacher
Reformation Lutheran Church and Childcare
05.2017 - 01.2018
Virginia Polytechnic Institute and State University - Geoscience
Virginia Polytechnic Institute and State University
High School -
Phoebus High School