Elizabeth Catalanotto
Chambersburg,PA
Summary
Welcoming Front Desk Associate with 10 years of experience in hospitality. Extensive knowledge of customer relations and commitment to individualized care. Successful at multitasking and bookkeeping. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful hotel setting. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
25
25
years of professional experience
Work History
Front Desk Associate
Hampton Inn by Hilton
05.2023 - Current
- Maintained cleanliness and organization of front desk area.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Used internal software to process reservations, check-ins and check-outs.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
Night Auditor/evening Manger
Tru by Hilton
02.2020 - 05.2023
- Handle all aspects of a hotel front desk during overnight hours, including answering a telephone and emails, greeting new visitors, and assisting in-house guests with check-outs and other needs.
- Create reports detailing a number of occupied and vacant rooms and daily revenue totals to give to management, housekeeping, and accounting departments
- Balance credit card transactions and settle cash drawers with an unwavering record of 100% accuracy
- Increase the hotel's annual profits by 15% by consistently exceeding room sale goals and promoting membership programs
- Perform after-hour maintenance, security, and housekeeping duties as needed
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Oversaw night auditing of daily room occupancy and hotel revenue.
Front Desk Manager
Courtyard by Marriott
05.2013 - 07.2018
- Efficiently coordinate guest arrivals, departures, room assignments and accurately handle any necessary cash and credit card payments
- Handle everyday guest comments, requests, concerns and communicate with necessary departments to ensure guest satisfaction
- Overlook VIP guests/groups to ensure smooth and enjoyable stay throughout entire experience from check-in/check-out and actual event
- Effectively train and assist team members in hotel policies, services, events, and overall knowledge of hotel practices
- Monitor satisfaction trends and evaluate and assess service to continually improve guest satisfaction
- Aided in improving SALT satisfaction scores by 30%
- Reviewed guest arrivals and departures and ensured that all guest requirements and needs are fulfilled in order to create a memorable and unique experience lasting past their stay
- Shipping and Receiving
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Resolved guest complaints by addressing issues with rooms promptly.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Prepared weekly employee work schedules to meet operational needs.
Shipping and Receiving
BMW
10.2008 - 12.2011
- Operated power material handling equipment to accurately select and palletize loads
- Moved pallets by hand, hand truck, electric pallet jack, or manual pallet jack
- Packaged merchandise for shipment
- Shrink wrapping goods for loading onto trailers
- Managed warehouse inventory
- Ensured correct labeling on all stored pallets
- Routinely cleaned warehouse areas and containers
- Cleaned and sanitized the entire work area
- Loaded and unloaded trucks from ground level or platforms
- Matched quantities and items shipped against the invoice
- Assisted in annual inventories
- Utilized computer equipment to generate labels
- Stocking incoming orders onto shelves.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
Machine Operator
Milliken Textile Company
06.2004 - 07.2008
- Planned and assigned work tasks in order to meet production goals efficiently
- Performed general and preventative machine maintenance tasks
- Executed limited quality control checks as directed
- Set up machinery and assemble stations
- Ensured that all machines are in perfect working orders at all times
- Cleaned/maintained work areas as directed
- Kept equipment clean and in an organized manner
- Loaded raw materials on to machines as instructed.
Assistant Manager
KFC/Taco Bell
08.1998 - 09.2001
- Set employee schedules and assisted in hiring
- Trained, supervised and provided ongoing support
- Interacted with customers and received orders, processed and managed customer issues
- Served safe, quality food in a friendly manner, maintaining quality of product
- Monitored proper functioning of service equipment
- Ensured a clean and safe work environment.
Education
Associate's degree - Hospitality and Event Management
Sullivan University
Tourism And Travel Management
QC Event School
2024
Certificate of Completion - CPR/AED/ First Aid
American AED/CPR Association
Lexington, KY06.2023
Certification - Wedding And Event Planning
Qc Event School
2020
Certification - Event Decor
QC Event School
2020
Certification - Hospitality
Institute of Culinary Education
06.2015
Skills
- Event Planning
- Hospitality Management
- Cashiering
- Night Audit
- Guest Services
- Sales
- Guest relations
- Expense Reporting
- Posting Charges
- Problem-Solving Skills
- Guest Satisfaction
- Checking Reservations
- Special Requests
- Hospitality Service
- Time Management
- Front Office Support
- Effective Planning
Additional Information
- Willing to relocate: Anywhere
Timeline
Front Desk Associate
Hampton Inn by Hilton
05.2023 - Current
Night Auditor/evening Manger
Tru by Hilton
02.2020 - 05.2023
Front Desk Manager
Courtyard by Marriott
05.2013 - 07.2018
Shipping and Receiving
BMW
10.2008 - 12.2011
Machine Operator
Milliken Textile Company
06.2004 - 07.2008
Assistant Manager
KFC/Taco Bell
08.1998 - 09.2001
Associate's degree - Hospitality and Event Management
Sullivan University
Tourism And Travel Management
QC Event School
Certificate of Completion - CPR/AED/ First Aid
American AED/CPR Association
Certification - Wedding And Event Planning
Qc Event School
Certification - Event Decor
QC Event School
Certification - Hospitality
Institute of Culinary Education
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