Melinda Bates
CLARESHOLM,AB
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
24
24
years of professional experience
Work History
Front Desk Agent
d3h Hotels Inc.
Saskatoon, SK
07.2016 - 03.2019
- Managed daily operations of front desk at major hotel, including scheduling and some office and oversaw concierge duties in Mangers' absence
- Developed vast knowledge of local area to provide guests with information about dining options, arts, and entertainment
- Drafted and maintained incident reports, daily activity logs and other documents requested by management
- Handled payment processing duties and provided customers with receipts and proper bills and change
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms
- Personally addressed and welcomed guests to business per day, improving overall customer service and engagement
- Posted charges, updated accounts and issued bills to departing guests
- Monitored reservations to track incoming parties and special events
- Issued room keys to guests upon check-in and answered questions regarding proper use
- Managed customer complaints and rectified issues to complete satisfaction
- Responded to inquiries and room requests made online, by phone or email
Front Desk Receptionist
Red Deer
Red Deer, AB
03.2015 - 06.2016
- Kept reception area clean and organized to offer positive first impression to every visitor
- Received incoming packages and mail, dispersed parcels, correspondence and shipped outgoing items daily
- Prepared, compiled and filed documents as well as reports presented to various parties
- Met incoming customers with professional approach and provided friendly, knowledgeable assistance
- Sorted incoming mail and directed to correct personnel each day
- Welcomed visitors upon entrance, answered inquires and directed questions or appointments to appropriate personnel
Manager
Field
Field, BC
04.1995 - 04.2005
- Reviewed performance reports and used data to develop continuous improvement initiatives
- Led employee performance reviews and discussed improvement strategies with each team member
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
- Executed new training initiative to improve skills and develop leaders from within
- Trained and mentored new employees to maximize team performance and achieve daily performance objectives
- Oversaw personnel recruitment, performance and scheduling
- Greeted and assisted all customers daily in high-traffic retailer
Timeline
Front Desk Agent
d3h Hotels Inc.
07.2016 - 03.2019
Front Desk Receptionist
Red Deer
03.2015 - 06.2016
Manager
Field
04.1995 - 04.2005