Katie Martinello
Conception Bay South,NL
Summary
Welcoming Service Supervisor with outstanding abilities in assisting customers with various inquiries and tasks. Dependable and reliable with excellent training expertise. Experienced leading a team of diverse members by setting high expectations and treating everyone professionally and with respect.
Results-oriented professional with 10 years of experience in customer service, recognized for exceptional problem-solving and conflict resolution skills. Approachable and adaptable, I excel in swiftly handling obstacles and ensuring positive outcomes, regardless of the environment. Committed to delivering high-quality service, I focus on understanding and meeting diverse client needs, fostering strong relationships, and driving client satisfaction. Proficient in setting clear goals, monitoring progress, and embracing accountability to achieve exceptional results in any field.
Overview
11
11
years of professional experience
Work History
At Your Service Supervisor
Victoria Marriott Inner Harbour
07.2023 - 09.2024
- Handled customer complaints and inquiries.
- Assisted in the recruitment process for new hires within the service department, contributing valuable input on candidate suitability based on experience requirements.
- Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
- Reduced service downtime with proactive maintenance scheduling and quick response to equipment malfunctions.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Assisted with training and development of team members.
- Monitored inventory levels closely, optimizing stock management procedures for maximum cost-efficiency without compromising on part availability when needed.
- Performed routine analysis and calculations to process data for internal reports.
- Contributed to improved workflow by organizing electronic files for easy access and retrieval by all team members.
- Managed incoming mail and correspondence, distributing items as necessary while maintaining confidentiality of sensitive materials.
- Reduced errors in documentation through meticulous proofreading before submitting reports or other written materials.
- Handled high volume of phone calls, directing callers to appropriate personnel or providing information as needed.
- Streamlined office operations by implementing efficient filing and organizational systems.
- Improved team collaboration by managing schedules and coordinating meetings for staff members.
Royal Service Agent/Switchboard Operator
The Fairmont Empress
07.2016 - 03.2023
- Input customer data using Opera software and made immediate updates to reflect room changes.
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
- Planned customized itineraries for guests, including restaurants, other lodging options and local attractions and activity, resulting in promotion of local tourism and entertainment industries.
- Assisted guest recoveries and concerns while adhering to all Fairmont standards and guidelines.
- Processed and prepared memos, correspondence, travel vouchers and other documents, routing them to appropriate personnel.
- Operated multi-line switchboard for busy office and routed incoming calls to correct individuals.
Dispatcher/ Customer Service Agent
KD Air
04.2017 - 07.2017
- Returned all routine and general customer calls in good time.
- Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.
- Addressed customer inquiries via email, telephone calls or in person, providing prompt response or follow-up.
- Collected, unload, load aircraft cargo, sorted and checked baggage tags against flight lists.
Guest Service Agent
Black Rock Oceanfront Resort
09.2016 - 07.2017
- Handled payment processing duties and provided customers with receipts and proper bills and change.
- Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction.
- Generated reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
- Responded to guests, including email, telephone and in-person inquiries.
Front Desk Agent
Jasper Park Lodge
05.2015 - 09.2016
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
- Posted room charges such as food, liquor and telephone calls based on individual customer actions.
- Arranged special accommodations for guests to maintain optimal satisfaction.
Concierge
Walt Disney World
07.2014 - 12.2014
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Updated front desk's concierge book to maintain most relevant visitor information.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by informing hotel guests of daily events.
- Scheduled deliveries of various items including flowers, gifts, and balloons and made guest reservations for spa services and dining.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Night Auditor
Quality Suites
08.2013 - 07.2014
- Balanced accounts and conducted nightly audits to keep bookkeeping current.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Completed all nightly updates to hotel rates and individual room charges.
- Assisted hotel guests with check in and out procedures courteously.
Education
Degree - Hospitality Management
St Clair College
Windsor, ON04-2014
Skills
- Administrative skills
- Problem Resolution
- Cash transactions
- Conflict management
- Hospitality services
- Administrative support
- Knowledgeable of Opera, Microsoft Word, Excel
- Problem resolution
- Organization
Languages
English
Native or Bilingual
Timeline
At Your Service Supervisor
Victoria Marriott Inner Harbour
07.2023 - 09.2024
Dispatcher/ Customer Service Agent
KD Air
04.2017 - 07.2017
Guest Service Agent
Black Rock Oceanfront Resort
09.2016 - 07.2017
Royal Service Agent/Switchboard Operator
The Fairmont Empress
07.2016 - 03.2023
Front Desk Agent
Jasper Park Lodge
05.2015 - 09.2016
Concierge
Walt Disney World
07.2014 - 12.2014
Night Auditor
Quality Suites
08.2013 - 07.2014
Degree - Hospitality Management
St Clair College
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