Kimberly Fong

• Created over 50 memorable experiences for guests by anticipating their needs and going above expectations.
• Enhanced guest satisfaction by 15% by promptly addressing concerns and providing effective solutions.
• Supported sales efforts by offering upgrades, upsells, and additional services tailored to individual guest preferences.
• Oversaw a team of 7 front desk agents, ensuring accuracy in reservations, billing procedures, and information updates.
• Streamlined over 100 check-in/out processes for improved efficiency and reduced wait times.
• Mentored a team of 7 junior staff members on company policies and best practices leading to consistent levels of high-quality service delivery.
• Collaborated with housekeeping staff to ensure clean and comfortable accommodations for guests.
• Implemented 3 new training programs/tools to enhance employee performance and improve overall guest experience.

• Collected room deposits, fees, and payments for 50 plus arrivals.
• Respond to incoming guests telephone calls and email inquiries. Subject matter may be in regards to cancellations, extensions or reservation creations.
• Answering inquiries and providing information, regarding hotel services and amenities using Kipsu for 100 plus in-house guest.
• Provided guests with information on local attractions, restaurant and transportation services to vacation experience.
• Collaborate with team members using MS Teams, MS Excel, Quore and ONQ to handle guest requirements from check-in through check-out.
• Maintained neat and orderly front desk and lobby area to uphold Hilton Hotel's boutique collection standards.
• Input daily occupancy, room rate and revenue into our MS Excel sheet for updated recordkeeping and accounting.
• Analyze reports from our property management software, ONQ to be informed on all aspects of hotel and guest status and requests.
• Maintained high level knowledge of all hotel services offered to answer guest questions.
• Answered hotel phones with professionalism and directed calls appropriately.
• Maintained consistent positive customer feedback.
• Investigated guest challenges and sources of dissatisfaction to offer timely resolution.

• Welcomed 50 plus arrivals pleasantly, confirming reservations aligned with arrival's identification.
• Confirmed important personal and payment information for compliance with security and payment card industry standards.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Liaised with housekeeping and maintenance staff to address guest request.

• Recorded daily audit notes and engineering mishaps though out the hotel using Quore, our logging software.

• Managing our guest checkout process, heading home with a cleared account and printed folio.

• Resolved service-related problems and documented actions in system.

• Filed paperwork, sorted and delivered mail, and maintained office organization.
• Transferring I-9 forms to Paycor from the company's original organizational filing system. This resulted in improved accessibility and efficiency to over 500 employees.
• Updated Employee information into Paycor to remain in compliance.
• Created and updated Employee tracking spreadsheets using MS Excel.
• Maintained relationships with personnel using strong collaboration and teamwork skills.
• Supported efforts to optimize employee engagement, diversity and inclusion.

• Managed our division's organizational charts thru Visio, Microsoft and Excel for our newly appointed CIO in a successful integration.
• Developed strong written and verbal communication skills.
• Managed and reset 40-50 internal employee’s passwords bi-weekly using Apache Director Studio to ensure successful internal customer log-ins.
• Created 4 Alert Quick Reference Guides for COMP@COX within each division (UK, US, and Canada) to translate alert messages received when inserting data within COMP@COX platform ensuring an effective working environment for each of COX’s divisions.
• Prepared and hosted our company division challenge within Microsoft Azure. Promoting the initial kick-off and educating over 100 of our team members on our current software.
• Supported efforts to optimize employee engagement, diversity and inclusion.

• Provided 100% customer satisfaction daily with timely table check-ins to assess food and beverage needs.
• Used cash registers and credit card machines to cash out customers.
• Kept server areas clean and stocked to increase efficiency while working tables.
• Greeted 50 plus new customers daily, discussed specials and took drink orders.
• Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
• Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.