Kassidy Barthelemy
Hazel Crest
Summary
Service-oriented Guest Relations Professional with a focus on problem-solving and operational efficiency. Enhanced guest satisfaction through exceptional customer service and effective communication. Front Desk Supervisor with expertise in team leadership, staff training, and conflict resolution, driving process improvements and elevating service quality standards in high-pressure environments.
Overview
5
5
years of professional experience
Work History
Lead Guest Service Agent
Royal Sonesta Chicago Downtown
Chicago
07.2024 - Current
- Greeted guests warmly and assisted with check-in procedures.
- Resolved guest inquiries and concerns promptly and professionally.
- Coordinated room assignments and collaborated with housekeeping staff to ensure timely guest readiness.
- Informed guests about local attractions and hotel amenities to enhance their stay experience.
- Handled cash and processed transactions accurately at the front desk.
- Trained new staff on customer service protocols and systems to ensure consistent service quality.
Overnight/Guest Service Agent
Royal Sonesta Chicago Downtown
Chicago
07.2024 - Current
- Conducted nightly audits of cash drawers, ensuring accuracy of funds versus recorded amounts.
- Organized and maintained cleanliness of front desk, enhancing guest experience and operational efficiency.
- Adhered to key control policies, issuing keys solely to authorized personnel.
- Responded swiftly to emergencies, ensuring guest safety and compliance with safety protocols.
- Addressed guest inquiries and resolved customer service issues with professionalism.
- Processed cash and credit card transactions, balanced registers, and prepared daily financial reports for accurate record-keeping.
Front Office Supervisor
Canopy By Hilton
Chicago
08.2022 - 02.2024
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Trained and supervised team members on customer service standards and procedures.
- Resolved guest complaints promptly, maintaining high satisfaction levels.
- Coordinated special requests and arrangements for guests throughout their stay.
- Implemented hotel policies to enhance operational efficiency.
- Assisted in scheduling staff shifts for adequate coverage during peak hours.
- Prepared reports on occupancy rates and revenue generated from guest services.
- Reviewed guest satisfaction surveys and implemented changes for improved service.
Front Desk Guest Service Agent
Embassy Suites
Napeville
01.2021 - 08.2022
- Welcomed guests with professionalism to foster positive first impressions.
- Coordinated communication between guests and hotel departments to ensure seamless service.
- Coordinated room assignments and guest check-in/check-out to ensure seamless operations.
- Managed reservations using property management software to streamline booking process.
Education
High School Diploma -
Homewood Flossmoor
Flossmoor, IL05-2019
Some College (No Degree) - Hospitality And Tourism Management
National Louis University (2019-2021)
Chicago, ILSkills
- Guest relations and front desk management
- Reservation systems (OnQ, Pep, Lightspeed, Opera v5, Opera Cloud)
- Customer service
- Guest orientation
- Team leadership and collaboration
- Team training & supervision
- Staff scheduling
- Operational efficiency
- Problem solving
- Issue resolution
- Communication skills
- Detail-oriented
- Cash handling
- Budgeting and finance
- Safety compliance
- Goal setting
- Concierge services
Timeline
Lead Guest Service Agent
Royal Sonesta Chicago Downtown
07.2024 - Current
Overnight/Guest Service Agent
Royal Sonesta Chicago Downtown
07.2024 - Current
Front Office Supervisor
Canopy By Hilton
08.2022 - 02.2024
Front Desk Guest Service Agent
Embassy Suites
01.2021 - 08.2022
High School Diploma -
Homewood Flossmoor
Some College (No Degree) - Hospitality And Tourism Management
National Louis University (2019-2021)