Hailey Dunn
Mesa,Az
Summary
Experienced with front desk operations, guest relations, and team supervision. Utilizes effective communication and problem-solving skills to enhance guest experiences. Track record of maintaining high standards of customer service and operational efficiency. Professional with strong background in hospitality management, prepared to excel in guest services and team leadership. Proven track record in enhancing guest experiences, improving operational efficiency, and fostering collaborative work environment. Skilled in conflict resolution, staff training, and multitasking, with flexible approach to dynamic situations. Reliable, results-driven, and adept at maintaining high standards in service delivery. Hospitality professional with proven track record in front desk management. Recognized for enhancing guest satisfaction and operational efficiency. Team-focused and adaptable, excelling in dynamic environments and committed to delivering top-notch service. Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings. Extensive background in hotel management positions for high-end resorts. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Hotel Front Desk Supervisor
Red Roof
02.2024 - Current
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
- Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
- Monitored occupancy levels, adjusting room rates as needed to maximize revenue potential.
- Resolved guest issues promptly, ensuring a positive experience for all hotel patrons.
- Maintained accurate guest records, safeguarding sensitive personal information in compliance with privacy regulations.
- Developed strong relationships with repeat guests by anticipating their needs upon arrival and providing personalized service throughout their stay.
- Improved communication among various hotel departments by implementing weekly meetings that focused on collaboration and teamwork.
- Managed inventory of supplies at the front desk, ordering additional resources when necessary to maintain efficient operations.
- Conducted regular performance evaluations for front desk staff, identifying areas for improvement and providing constructive feedback.
- Utilized problem-solving skills regularly in addressing unforeseen challenges that arose during day-to-day operations at the hotel''s front desk area.
- Supervised daily shift changes, ensuring smooth transitions between staff members at the front desk.
- Coordinated with sales department on group bookings, ensuring seamless communication between departments for optimal client experience.
- Updated hotel policies as needed to comply with industry standards and local regulations, communicating these updates clearly to staff members.
- Collected room deposits, fees, and payments.
- Completed late check-ins and directed guests to rooms and facilities.
- Answered phone within 1 minute throughout shift, closely following strict guidelines for customer service and satisfaction.
- Hired and trained new employees, demonstrating best methods for serving clients and guests, while improving overall team performance and knowledge.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Fostered safe lodging environment with reliable and effective security services.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Assisted with development and distribution of marketing materials for facility.
Box Office Attendant
Roadhouse Cinemas
11.2023 - 10.2025
- Managed high-volume ticket sales, keeping lines moving quickly while maintaining accuracy.
- Educated patrons on theater policies, promoting a safe and enjoyable entertainment environment.
- Enhanced customer satisfaction by providing friendly, efficient service during ticket transactions.
- Maintained up-to-date knowledge of current and upcoming events, providing informed recommendations to patrons.
- Collaborated closely with other departments such as concessions or security to ensure smooth operations during events.
- Effectively resolved customer issues through clear communication and problem-solving skills.
- Participated actively in emergency preparedness drills to provide help when needed.
- Implemented new ticketing system software to improve efficiency in processing transactions and managing reservations.
- Balanced daily cash drawers, ensuring accurate financial reporting and accountability.
- Elevated overall box office performance by assisting in the development of staff training programs.
- Monitored inventory levels of promotional materials, replenishing them as needed for effective marketing efforts.
- Maintained cleanliness standards throughout the box office area by following established procedures.
- Accurately processed cash and credit card transactions, maintaining proper accounting records.
- Provided exceptional customer service, leading to increased repeat business and positive reviews.
- Contributed to team efforts in achieving sales targets by upselling event packages and promotions.
- Assisted patrons with special needs, ensuring a positive and inclusive experience for all.
- Boosted attendance at special events through targeted outreach initiatives aimed at local businesses.
- Streamlined box office operations for improved efficiency and reduced wait times.
- Supported successful event launches through coordinated efforts with marketing, production, and management teams.
- Collaborated with theater staff to optimize seating arrangements and accommodate group reservations.
- Printed tickets, checking accuracy of date, time and seat numbers before giving to customers.
- Assisted customers in choosing seats, guiding and recommending options via seating map.
- Balanced cash owed against number of tickets bought and took payment in exchange for ticket sales.
- Created and maintained reports of sold tickets and payments received.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Set up new sales displays each week with fresh merchandise.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
Sales Associate
Express
05.2022 - 09.2023
- Maintain a clean and organized sales floor, checkout, fitting room, and stock room to ensure the store is safe and inviting to customers
- Follow company policies and procedures to ensure the safety of all our associates and customers
- Assist with product launch changes according to company SOP
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
Front Desk Agent
La Quinta
09.2022 - 04.2023
- Provided a friendly experience and well-maintained and sanitary environment for customers
- Excelled in fast-paced environment with multiple tasks and duties
- Informed customers of promotions and opportunities
- Completed all check in and check out duties
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
Front Desk Agent
Red Roof Plus
05.2021 - 02.2022
- Provided a friendly experience and well-maintained and sanitary environment for customers
- Excelled in fast-paced environment with multiple tasks and duties
- Informed customers of promotions and opportunities
- Completed all check in and check out duties
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
Front Desk Agent
Extended Stay America
10.2020 - 04.2021
- Provided a friendly experience and well-maintained and sanitary environment for customers
- Excelled in fast-paced environment with multiple tasks and duties
- Informed customers of promotions and opportunities
- Completed all check in and check out duties
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
Cashier
Wendy's
01.2019 - 07.2019
- Provided a friendly experience and well-maintained environment for customers
- Excelled in fast-paced environment with multiple tasks and duties
- Informed customers of promotions and opportunities to participate in company surveys
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
Education
High School Diploma/GED -
Apollo High
Phoenix, AZ05.2019
Skills
- Staff training and development
- Cash handling expertise
- Complaint handling
- Policy enforcement
- Property management systems
- Guest relations management
- Administrative tasks
- Reservation management
- Guest satisfaction monitoring
- Hotel industry experience
- Microsoft office
- Professional appearance
- Teamwork and collaboration
- Problem-solving
- Time management
- Teamwork and leadership
- Attention to detail
- Problem-solving abilities
- Front office operations
- Multitasking
- Customer satisfaction
- Organizational skills
- Shift scheduling
- Professional demeanor
- Office and staff streamlining
- Financial reporting
- Safety regulations
- Vendor relationships
- Facility management
- Sales and promotions
- Project management
- Guest registration
- Quality assurance
- Written communication
- Adaptability
- Inventory management
- Staff supervision
- Payment processing
- MS office
- Staff training
- Food service operations
- Professionalism
- Goal setting
- Guest accommodations
- Conflict resolution
- Analytical thinking
- Interpersonal skills
- Interviewing and hiring
- Self motivation
- Front desk management
- Room inspections
- Work Planning and Prioritization
- Task prioritization
- Public relations
- Team building
- Training and mentoring
- Hotel management
- Operational efficiency
- Relationship building
- Food and beverage operations
- Guest services
- Guest experiences
- Decision-making
- Verbal and written communication
- Adaptability and flexibility
- Effective communication
- Active listening
- Team leadership
- Team collaboration
- Room availability
- Customer service
- Multitasking ability
- Reliability
- Guest relations
- Excellent communication
Certification
CPR & First aid certification
Timeline
Hotel Front Desk Supervisor
Red Roof
02.2024 - Current
Box Office Attendant
Roadhouse Cinemas
11.2023 - 10.2025
Front Desk Agent
La Quinta
09.2022 - 04.2023
Sales Associate
Express
05.2022 - 09.2023
Front Desk Agent
Red Roof Plus
05.2021 - 02.2022
Front Desk Agent
Extended Stay America
10.2020 - 04.2021
Cashier
Wendy's
01.2019 - 07.2019
High School Diploma/GED -
Apollo High
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