Summary
Overview
Work History
Education
Skills
Timeline
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Kathleen Corbin

McDonough,MI

Summary

Dynamic Front Desk Manager at IHG Hotels & Resorts with exceptional problem-solving skills and a proven track record in guest relations. Enhanced guest satisfaction through effective complaint management and streamlined check-in processes, resulting in increased repeat business. Adept in OPERA Property Management System and committed to fostering a supportive team environment.

Overview

2
2
years of professional experience

Work History

Front Desk Manager

IHG Hotels & Resorts
03.2024 - 08.2024
  • 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.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • 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.
  • Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
  • Increased repeat business by providing exceptional service and promptly handling guest feedback.
  • Implemented policies and procedures to maintain compliance with brand standards and local regulations.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Oversaw day-to-day operations of 89-room hotel with staff of 9 employees.

Front Desk Agent

IHG Hotels & Resorts
01.2023 - 03.2024
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
  • Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
  • Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
  • Streamlined front desk operations for improved efficiency and faster service delivery.
  • Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
  • Ensured accurate billing and payment processing, reducing errors and guest disputes.
  • Maintained high levels of guest privacy by securely managing personal information.
  • Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
  • Improved team communication with daily briefing on occupancy, events, and guest requests.
  • Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
  • Contributed to higher occupancy rates through outstanding customer service.
  • Handled emergency situations with calmness and efficiency, ensuring guest safety.
  • Promoted hotel amenities and services to guests, enhancing their stay.
  • Assisted in training new front desk agents, sharing best practices and procedures.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.

Education

Bachelor of Arts - Anthropology

Georgia State University
Atlanta, GA
05.1997

Skills

  • Problem-solving skills
  • Check-in and Check-out procedures
  • Guest relations
  • Conflict management
  • Customer service expertise
  • Leadership qualities
  • Oral and written communications
  • Employee training
  • Guest services oversight
  • Telephone and email etiquette
  • Reservation management
  • OPERA Property management system
  • Registration processing
  • Complaint management

Timeline

Front Desk Manager

IHG Hotels & Resorts
03.2024 - 08.2024

Front Desk Agent

IHG Hotels & Resorts
01.2023 - 03.2024

Bachelor of Arts - Anthropology

Georgia State University

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Kathleen Corbin