Leeanna Mckenzie
Philadelphia
Summary
Professional in hospitality management with solid background in front office operations. Demonstrates exceptional leadership in team collaboration and consistently delivers results. Skilled in staff training, guest relations, and problem-solving. Adaptable and reliable, thrives in dynamic environments and ensures seamless service delivery.
Overview
8
8
years of professional experience
Work History
Front Office Supervisor
Homewood Suites by Hilton University City
06.2024 - Current
- Supervise daily front desk operations, ensuring smooth check-in and check-out processes
- Train, mentor, and manage front desk staff to deliver exceptional guest service
- Handle guest inquiries, complaints, and special requests promptly and professionally
- Coordinate with housekeeping and maintenance to ensure guest rooms meet hotel standards
- Manage reservations, billing, and payment processes with accuracy and efficiency
- Ensure compliance with hotel policies, procedures, and brand standards
- Prepare and analyze reports on occupancy, revenue, and guest feedback
- Schedule and oversee front desk staff shifts to maintain optimal coverage
Customer Service Representative
Einstein Medical Center
08.2023 - 06.2024
- Resolved customer inquiries, complaints, and service issues efficiently
- Maintained detailed records of transactions and customer interactions
- Ensured strict adherence to safety and HIPAA protocols
Front Desk Agent
The Residence Inn
01.2023 - 06.2023
- Provided guest support using GXP and FOSSE systems
- Managed multi-line phone operations, cash handling, and vendor communications
Floral Assistant
Jackie The Florist
04.2017 - 01.2023
- Managed inventory, transactions, and marketing strategies
- Designed floral arrangements and curated display setups
Receptionist
The Ptarmigan Inn
11.2020 - 06.2022
- Assisted 60-100 guests daily with check-ins, inquiries, and reservations
- Processed guest documentation, including ID verification and payment information
Receptionist
Fairfield Inn and Suites
10.2020 - 12.2021
- Provided administrative support using Microsoft Word, GXP, and FOSSE
- Coordinated express mail services and managed inventory logistics
Education
High School Diploma -
Steamboat Springs High School
Steamboat Springs, COSkills
- Issue handling
- Staff management
- Shift scheduling
- Multitasking proficiency
- Reservation management
- Oral and writing communication
Languages
English
Timeline
Front Office Supervisor
Homewood Suites by Hilton University City
06.2024 - Current
Customer Service Representative
Einstein Medical Center
08.2023 - 06.2024
Front Desk Agent
The Residence Inn
01.2023 - 06.2023
Receptionist
The Ptarmigan Inn
11.2020 - 06.2022
Receptionist
Fairfield Inn and Suites
10.2020 - 12.2021
Floral Assistant
Jackie The Florist
04.2017 - 01.2023
High School Diploma -
Steamboat Springs High School
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