CAROLINE FLEMING 1290 EAST CRESTWOOD DRIVE, MEMPHIS, TENNESSEE 38119, 901-265-1330, CAROLINEKFLEMING901@YAHO.COM

PROFESSIONAL SUMMARY

Highly motivated and results-driven Hotel Front Desk Supervisor offering in-depth knowledge of hotel desk operations with over 2 years of front desk experience. Consistently delivers first -rate service and fosters positive relationships with guests to promote customer satisfaction and loyalty.

EXPERIENCE

1/1/2016 TO PRESENT Westin Memphis Beale Street Memphis, TN GUEST SERVICES SUPERVISOR

Ensure guests receive prompt, professional attention and are greeted upon arrival.

Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction.

Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.

Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives.

Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.

Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.

Promote teamwork and quality service through daily communication and coordination with other departments.

9/1/2014 TO 1/1/2016 Westin Memphis Beale Street Memphis, TN GUEST SERVICE AGENT

Personally greet and welcome guests as they begin their memorable stay.

Register clients into the computer system, verify reservation requests, address, and credit information and ensure that the foundation is created for personal, instinctive and renewing experiences.

Answer, record, and process all guest calls, messages, requests, questions, or concerns.

Supply guests with directions and information regarding property and local areas of interest.

7/1/2008 TO 12/1/2011 United States Navy Wahiawa, HI INFORMATION SYSTEMS TECHNICIAN, PETTY OFFICER THIRD CLASS

Duties included designing, operating, and maintaining state of the art information systems technology on a Top Secret network. Providing computer help desk support and technical training on hardwar e/software to end users. Performing diagnosis and troubleshooting of system issues. Documenting help desk tickets/resolutions and maintained equipment inventory lists. Performing set-up, break-down, installation, and transport of agency equipment.

EDUCATION

2012-PRESENT University of Memphis Memphis, TN KEMMONS WILSON SCHOOL OF HOSPITALITY AND RESORT MANAGEMENT

Will be graduating May 2017.

2009-2011 Hawaii Pacific University Honolulu, HI GENERAL STUDIES