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Courtni
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Professional profile
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Guest Experience Manager
Responsible for ensuring elevated, seamless guest experiences throughout the hotel.. Assists with handling any guest challenges and responds to/tracks hotel feedback and reviews.. Assists with procuring brand collaborations/partnerships.. FLSD (Fire Life Safety Director) when on duty.
Night Manager
Responsible for ensuring overnight hotel member/guest safety and providing assistance.. Assists with numerous administrative functions on the overnight shift.. Ensures members are properly checked into the facilities.. Coaches and trains line employees to ensure CORE: brand standards are met and exceeded.
Front Desk Manager
Responsible for maintaining Soho House brand standards in the Front Office.. Assisted with interviews.. Assisted with SOPs, Payroll, Scheduling, and Coaching and Counseling.. Ensured private members and hotel guests were checked in properly and handled service recovery when needed.
Front Office Manager
Trained employees on Forbes Standards/Elevated customer service techniques.. Increased Trip Advisor and guest survey scores by training employees on effective service recovery procedures.. Performed scheduling and payroll duties.. Assisted with interviews.. Coached and counseled employees when necessary.
Front Desk Manager (Pre-Opening)
Responsible for SOP creation.. Assisted with interviews.. Trained onboarded employees according to Ritz-Carlton brand standards.. Helped set up systems and assisted with other pre-opening duties.
Front Office Manager
Responsible for ensuring the Front Office upheld Mark brand/Forbes 5 Star Standards during overnight shift.. Assisted with check ins and check outs of guests.. Assisted with guest service recovery.. Ensured PMS system was rolled to next business day, guest credit was up to date, laundry, valet, and ancillary charges were posted to the correct room, and the House was balanced.
Front Desk Manager
Responsible for assigning rooms and balancing the house.. Ensured guest credit was current.. Assisted with service recovery.. Responded to guest surveys.. Checked guests in and out of hotel.
Assistant Front Office Manager
Assisted with scheduling and payroll.. Made hotel guest reservations.. Assisted with ordering inventory.. Answered guest surveys.. Helped with check ins and check outs.. Trained Front office employees.
Night Manager & Assistant Front Office Manager (Swing Shift)
Ensured brand standards were upheld on overnight shift.. Responsible for running the audit, ensuring guest credit was current, and blocking rooms/balancing the house (closed house when necessary).. Responded to guest surveys and handled guest challenges.. Assisted with scheduling.. Trained Front Office employees.
Overnight Front Desk Agent/Concierge
Was responsible for checking guests in and out of the hotel.. Was responsible for all concierge duties.. Assisted Overnight Manager with night audit paperwork/duties.. Assisted with PBX and Room Service duties when necessary.