Lisa Stanley
Pouch Cove,NL
Summary
Polite and positive front desk ambassador with exceptional telephone etiquette. Proficient in assisting customers with requests .Easily adaptable to high-pressure, dynamic situations. Friendly and prompt Front Service Clerk with good skills using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Finesse handling front office operations.
Seasoned Front Desk professional Inside Sales 15 years of customer-facing performance. Handles administrative, operational and customer areas to cultivate quality service. Hardworking front desk professional bringing expertise in reservations, concierge services and department collaboration.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Front Desk Manager
Bird Stairs J.W Bird & Co
St. John's, NL
07.2018 - Current
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Managed front desk maintenance of client records and accounts.
- Responded to telephone, email, and in-person inquiries regarding customer requests and sales orders.
- Oversaw fast-paced front desk operations and needs at busy facility.
- Greeted customers at front desk and engaged in pleasant conversations while managing transactions.
- Created lasting relationships with guests that built loyalty and sales revenue.
- Kept accounts in balance and ran daily reports to verify totals.
- Managed over 40 calls per day and increased sales in my particular product.
Guest Services Supervisor
Monastery Spa & Hotel
St. John's, NL
06.2016 - 06.2018
- Trained junior team members in customer service strategies and property policies.
- Set and managed policies for concierge services and guest relations.
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Checked guests into and out of Spa
- Kept up to date on hotel and local events, restaurant menu, occupancies, staff updates and VIP guests.
- Coordinated arrivals and departures of VIPs.
- Generated daily reports for Front End Services
- Handled guest/customer complaints and offered complimentary services to maintain high guest satisfaction rates.
- Supervised team of 20 employees front desk agents and helped to resolve issues arising during shifts.
- Suggested room and package upgrades to customers to boost revenue.
- Took notes on long-term and return customers in order to deliver personalized customer treatment and service
Recreation Therapist
Eastern Health
St. John's, NL
04.2013 - 05.2016
- Educated patients on creating positive coping skills and healthy personal goals through leisure and recreation modalities.
- Recorded and monitored patient progress to document responses to therapy.
- Interviewed and surveyed several residents to learn interests and talents.
- Liaised with various healthcare professionals to assess residents' needs, progress and well-being.
- Developed schedules of activities and community outings to create expressive outlets for residents.
- Used Medi Tech software to compile and maintain current activity schedules.
- Organized recreation and therapy programs congruent with participants' therapy goals, abilities and personal interests.
Education
No Degree - Recreation Therapy
Douglas College
New Westminster, BC06.2000
High School Diploma -
Bishop's College
St. John's, NL06.1990
Skills
- Shift Scheduling
- Verbal and Written Communication
- Team Management
- Complaint Resolution
- Staff Supervision
- Staff Training
- Customer Service
- Time Management
- Employee Motivation
- Professional Relationships
- Telephone Etiquette
- Cash Control
- Friendly and Relatable
- POS Inventory System Operation
- Workflow Processes
- Customer service
Certification
Basic First Aid Exp 2027
Workplace Violence & Harassment
Timeline
Front Desk Manager
Bird Stairs J.W Bird & Co
07.2018 - Current
Guest Services Supervisor
Monastery Spa & Hotel
06.2016 - 06.2018
Recreation Therapist
Eastern Health
04.2013 - 05.2016
No Degree - Recreation Therapy
Douglas College
High School Diploma -
Bishop's College