Anna Donovan

Front Desk Operations & Guest Experience:

• Act as the primary point of contact for a high-volume luxury facility, managing guest check-ins, phone inquiries, and controlling facility access to ensure safety and exclusivity.
• Provide expert knowledge of all facility aspects, treatments, and retail products to guests, conducting facility tours that drive engagement and upsell services.
• Independently resolve guest concerns and complex service issues with poise, ensuring high satisfaction and retention in line with 5-star brand standards.

Scheduling and Administration:

• Manage complex booking schedules for treatments and facility use, performing quality checks on reservations to ensure accuracy and eliminate scheduling conflicts.
• Respond to high volumes of inquiries and manage guest data with extreme attention to detail, ensuring all guest requirements and medical alerts are accurately recorded.
• Demonstrate autonomy by working unsupervised in Reservations, taking ownership of independent decisions made in the best interest of the guest and business.

Financial and Operational Support:

• Process payments for services and retail products, responsible for balancing cash floats and ensuring billing accuracy for members and hotel guests.
• Maintain the operational efficiency of the reception area, including inventory management, stocking materials, and upholding visual presentation standards.