Catherine Murphy
Tamuning
Summary
Front Desk Supervisor with expertise in guest relations, team management, and night audit procedures. Proven ability to deliver exceptional service, resolve conflicts, and maintain accuracy under pressure. Skilled in HMS systems, and cross-departmental coordination to ensure smooth hotel operations.
Overview
10
10
years of professional experience
Work History
Front Desk Supervisor
Hoshino Resorts Risonare Guam
06.2020 - Current
- Train new team members on customer service standards and procedures.
- Review reports on employee attendance, productivity and effectiveness to evaluate performance.
- Managed guest check-in and check-out procedures, reservations, and payments.
- Delegate work to staff, setting priorities and goals.
- Maintain accurate records of reservations and room assignments.
- Handle night audit paperwork, verification of daily room occupancy and hotel revenue review.
Front Desk Agent
Onward Beach Resorts/ Hoshino Risonare Guam
03.2018 - 06.2020
- Managed guest check-in and check-out processes, ensuring seamless experiences.
- Resolved guest inquiries and complaints efficiently, enhancing customer satisfaction.
- Coordinated room assignments and special requests, optimizing occupancy rates.
- Trained new front desk staff on procedures and customer service standards.
- Monitored lobby area for cleanliness and safety, creating welcoming environments for guests.
- 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.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
Wait Staff Member
Onward Beach Resorts (Bayview)
03.2017 - 2018
- Provided exceptional customer service in fast-paced dining environments.
- Maintained cleanliness and organization of dining area to meet health standards.
- Enhanced customer satisfaction by providing attentive service and efficiently addressing concerns.
- Accurately managed cash transactions while handling high-volume shifts, ensuring balanced registers at the end of each shift.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Mail Sorter
You've Got Mail
03.2016 - 03.2017
- Evaluated mail trays to determine proper placement.
- Reviewed incoming mail for proper date, postage and barcode scans.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Inspected mail for damages and took appropriate action to deliver in good condition.
- Labeled, weighed and processed mail and packages for efficient distribution.
- Checked for correct postage and address on mail, packages and parcels to avoid sending to wrong recipient.
Education
NC2 - Food And Beverages Services
Amazing Grace Technical Training Institute, Inc.
Bacoor, Cavite01.2015
High School Diploma -
Binakayan Nation Highschool
Cavite. Philippines04.2010
Skills
- Multitasking & Time Management
- Reservations management
- Problem-solving skills
- Night Audit & Daily Financial Reconciliation
- Ability to Work Under Stress and Pressure
Timeline
Front Desk Supervisor
Hoshino Resorts Risonare Guam
06.2020 - Current
Front Desk Agent
Onward Beach Resorts/ Hoshino Risonare Guam
03.2018 - 06.2020
Wait Staff Member
Onward Beach Resorts (Bayview)
03.2017 - 2018
Mail Sorter
You've Got Mail
03.2016 - 03.2017
NC2 - Food And Beverages Services
Amazing Grace Technical Training Institute, Inc.
High School Diploma -
Binakayan Nation Highschool