Summary
Overview
Work History
Education
Skills
Timeline
Generic

Haley E. Robinson

Newport News

Summary

Problem-solving Front Desk Manager at busy hotel experienced in upselling and marketing property amenities. Friendly, polished and dedicated to boosting customer loyalty. Consistently recognized by management for performance excellence.

Overview

7
7
years of professional experience

Work History

Front Desk Manager

Country Inn & Suites
11.2023 - Current
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Managed front desk maintenance of client records and lab data.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Attended staff meetings and brought issues to attention of upper management.
  • Developed detailed plans based on broad guidance and direction.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Set aggressive targets for employees to drive company success and strengthen motivation.

Front Desk Agent

Holiday Inn Express and Suites
11.2022 - 01.2024
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Implemented marketing and promotional initiatives to increase occupancy.
  • Trained new staff members in customer service techniques and hotel operations.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.

Housekeeping Manager

Holiday Inn Express
12.2021 - 11.2022
  • Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
  • Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional.
  • Streamlined weekly cleaning schedule for 10 employees.
  • Consistently responded to cleaning emergencies on behalf of guests with speed, ease and confidentiality.
  • Motivated cleaning staff with several weekly incentives for maintaining high standards of safety regulations and completing duties quickly.
  • Established and enforced safety protocols and guidelines for staff.
  • Addressed customer feedback and complaints to maximize satisfaction.
  • Reported damages, maintenance problems, safety issues, and potential hazards to management.
  • Inspected guest rooms, lobbies, and common areas to verify cleanliness and tidiness.

Front Desk Agent

Landmark Hotel Group
01.2019 - 11.2021
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Collected room deposits, fees, and payments.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Resolved service-related problems and documented actions in system.
  • Answered phone within 3 minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
  • Completed late check-ins and directed guests to rooms and facilities.
  • Developed and maintained positive relationships with guests for satisfaction.

Front Desk Agent

Comfort Suites
03.2018 - 11.2018
  • Completing identification process and providing courteous and friendly services to guests
  • Ensuring the front office space is safe and pleasant for customers to walk and sit around
  • Answering questions on the services of the hotel and geography
  • Accepting advance payment at the time of registration and checking out
  • Assisted guests over the phone in booking reservations and making online payment
  • Confirmed booking with guest through email, phone calls, and fax
  • Greeted, registered, and assigned reserved rooms to guests
  • Computed bills and collected payments

Education

High School Diploma -

Phoebus High School
Hampton, VA
08-2013

Skills

  • Hotel reservation systems
  • Conflict and issue documentation
  • Registration processing
  • Cash control
  • Transaction auditing
  • Multitasking Abilities
  • Organization and time management
  • Supervision and leadership
  • Flexible and adaptable
  • Computer skills
  • Friendly, positive attitude
  • Problem resolution

Timeline

Front Desk Manager

Country Inn & Suites
11.2023 - Current

Front Desk Agent

Holiday Inn Express and Suites
11.2022 - 01.2024

Housekeeping Manager

Holiday Inn Express
12.2021 - 11.2022

Front Desk Agent

Landmark Hotel Group
01.2019 - 11.2021

Front Desk Agent

Comfort Suites
03.2018 - 11.2018

High School Diploma -

Phoebus High School

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Haley E. Robinson