Patricia Proffitt
Clayton
Summary
Experienced hospitality specialist with a career spanning over two decades, initiated as a night auditor in 1995. Expertise in customer service and operational management within the hospitality sector. Authorized to work in the US for any employer, contributing to team success and guest satisfaction.
Overview
9
9
years of professional experience
Work History
Hotel Front Desk Supervisor
Holladay Hospitality
12.2024 - Current
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored new staff on customer service standards and hotel policies.
- Resolved guest complaints promptly, enhancing overall satisfaction and loyalty.
- Managed scheduling for front desk team, optimizing workflow and coverage during peak hours.
- Implemented efficient inventory management for supplies, reducing costs while maintaining quality standards.
- Coordinated communication between departments to ensure timely handling of guest requests and issues.
- Developed training materials that improved onboarding processes for new employees, fostering a knowledgeable team environment.
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
Front Desk Supervisor/Manager on Duty
Sonesta
04.2023 - 01.2024
- Oversaw employee interviewing, hiring, training, and firing processes. Designed weekly schedules to align with business needs. Handled guest issues effectively to promote customer loyalty. Engaged with guest reviews to strengthen brand image.
Guest Service Representative
Laquinta Inn and Suites
01.2021 - 04.2023
- Executed guest check-in and check-out procedures to ensure smooth arrivals and departures. Conducted night audit to verify daily financial transactions and report discrepancies. Prepared breakfast area, ensuring food presentation and cleanliness for guest satisfaction.
Licensed Insurances Agent
Sitel Group
11.2021 - 11.2022
- Provided assistance to USAA customers regarding auto policy details. Promoted and sold auto insurance to meet diverse client needs. Secured licensing in home and property insurance for expanded client services.
Customer Service Representative
Advanced Call Center Technologies
09.2019 - 07.2021
- Conducted incoming call handling for Bank of America prepaid cardholders with account-related queries. Moved to specialties department to manage Western Union transactions for emergency fund access. Resolved cardholder inquiries with clarity and professionalism. Supported timely processing of urgent financial requests effectively. Enhanced communication strategies to address cardholder needs promptly. Streamlined operations within specialties department for improved service delivery. Managed diverse inquiries while ensuring compliance with established protocols. Provided essential support during critical financial situations for customers.
Front Desk Clerk
La Quinta Inns & Suites
03.2017 - 01.2019
- Checking guests in and out of the hotel. Taking payments via cash and credit cards.
Education
Hospitality Management
Ivy Tech Community College of Indiana
Indianapolis, INSome College - Psychology
Post University
Waterbury, CT05.2017
High school diploma or GED - undefined
Gatlinburg Pittman High School
Gatlinburg, TN06.1995
Skills
- Front desk operations
- Night audit processes
- Cash handling expertise
- Multi-line phone operation
- Auditing practices and office oversight
- Leadership and management capabilities
- Effective communication skills
- Information organization and management
- Customer service proficiency
- Microsoft Outlook and computer skills
- Insurance sales techniques
- Account management strategies
- Cold calling and upselling
- Management
Timeline
Hotel Front Desk Supervisor
Holladay Hospitality
12.2024 - Current
Front Desk Supervisor/Manager on Duty
Sonesta
04.2023 - 01.2024
Licensed Insurances Agent
Sitel Group
11.2021 - 11.2022
Guest Service Representative
Laquinta Inn and Suites
01.2021 - 04.2023
Customer Service Representative
Advanced Call Center Technologies
09.2019 - 07.2021
Front Desk Clerk
La Quinta Inns & Suites
03.2017 - 01.2019
Some College - Psychology
Post University
High school diploma or GED - undefined
Gatlinburg Pittman High School
Hospitality Management
Ivy Tech Community College of Indiana