Amber McCroskey
Nashville
Summary
A highly motivated and dedicated hospitality professional with over 7 years of hands-on experience in hotel operations, guest services, and management. Continually sought by management to assume the role as Customer Service and Front-End Supervisor/Lead. Data analyst using store software application to accurately compile codes and prices and store items. proving operational efficiency and delivering exceptional service across various departments including front desk, housekeeping, food & beverage, and management. Adept at building long-term relationships with guests, ensuring their needs are met, and providing personalized experiences.
Overview
5
5
years of professional experience
Work History
Overnight Manager
Dream Hotels/ Hyatt
03.2023 - Current
- Oversee hotel operations during overnight hours, including managing the front desk, handling reservations, coordinating with other departments (housekeeping, maintenance, etc.), and ensuring smooth workflow across all operations.
- Oversee the safety and security of the hotel premises and guests.
- maintain clear and consistent communication with the day shift management team, passing on any important information or updates.
- handle emergency situations and resolve issues, including guest complaints, maintenance problems, security concerns, and other emergencies, with professionalism and urgency.
- Assist with the overnight auditing process, ensuring accurate cash handling, billing, and room charge processes. Review inventory levels, manage room assignments, and make adjustments to ensure optimum occupancy and revenue generation
- Complete schedule. Ensure all associates are following their schedules and taking breaks.
Assistant Front Office Manager
Dream Hotels/ Hyatt
05.2022 - 03.2023
- Oversee the daily operations of the front desk team
- Ensuring an exceptional guest experience
- Handling reservations, supervising front desk staff, and maintaining smooth communication between departments
- Handle guest complaints and resolve issues by Implement solutions for operational problems and ensure smooth workflow at the front desk.
- Assist in maximizing room revenue through effective management of room assignments, rate control, and up-selling techniques
- Maintain clear communication with all departments (housekeeping, maintenance, food & beverage) to ensure that guest needs and special requests are met in a timely manner.
Food and Beverage Manager
White Lodging
05.2021 - 05.2022
- Manage restaurant staff including Servers, Bussers and Room Service Servers. Oversee culinary operation.
- Assign specific duties to staff for efficient operation of restaurant.
- Ensure that all associates have proper supplies, equipment, and uniform.
- Order and complete inventory and payroll as directed.
- Project par levels and determine freezer pull and line set up.
- Complete schedule. Ensure all associates are following their schedules and taking breaks.
- Assist in training new associates and cross-training existing associates according to Certification Program. Ensure that all restaurant staff members complete certification requirements.
- Assist in interviewing and hiring new associates for the department.
- Resolve routine associate issues as needed and bring issues to the attention of the General Manager as necessary. Make recommendations to the manager regarding progressive discipline.
- Follow proper use of approved chemicals and accurately label chemical containers. Always use goggles and gloves when handling chemicals. Complete Chemical Training and Bloodborne Pathogen Training.
- Have a thorough knowledge of emergency procedures. Know location and use of fire extinguishers. Use wet floor signs as required.
- Train associates on safety standards and enforce those standards on a consistent basis.
- Identify associates engaging in unsafe behaviors and retrain them appropriately. Complete accident investigation and take steps to prevent future accidents. Follow up with injured
- Utilize sequence of service and proper hotel specific scripting.
- Count rotating bank at the beginning and end of shifts and report all cash over/shorts to the manager.
- Comply with all hotel and department accounting procedures. Make cash drops in accordance with proper cash handling procedures
- Review meeting room reservations and ensure food is ordered. Ensure proper set-up and server coverage.
- Assist in conducting REX/RAPS
- Generate SOP for employees to ensure a safe, clean friendly environment.
Front Desk Agent/ Supervisor
White Lodging
02.2020 - 06.2021
- Organized, confirmed, processed, and conducted all guest check-ins/check-outs, room reservations, requests, changes, and cancellations
- Frequently assumes Front Desk Lead because of constant professionalism and meticulous work ethics
- Assisted in breakfast and happy hour food service, cleaned and prepared dining tables during food services hours
- Operated kitchen equipment such as dishwasher, sanitizer, and industrial oven
- Single handed established and provided a printed contingency lists during a real-world emergency that was quickly adopted by the hotel staff and receive high praise from management for quick action
- Identified and explained room features to guests, supplied guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest
- Ensured that any outstanding requests or problems from the previous day receive priority and are resolved
- Processed all payment types, adjustment folios, paid-outs, correction vouchers, and miscellaneous charges; provide change
- Out of eight staff members consistently rated number one in check-in scores
- Utilizing computer programs such as, but not limited to Microsoft Word, Excel, Outlook, Ellucian colleague, Opera, Internet Explorer, and Google Chrome
Education
Bachelor of Science - Liberal Arts And Sciences
Tennessee State University
Nashville, TN12-2019
Skills
POS systems operations
Process and procedure development
Merchandising
Sales techniques
Customer relations
Multi-tasking mastery
Unifocus
Colleague Advantage
Creating store processes
Microsoft Office Experience
Reliable and dependable
Excellent time management
Strong communication skills
Kronos system
Oprea
Dimensions Scheduling
Accomplishments
· Captain and leader of TSU track and field team, 2018-2019
· Captain of Pima Community College Track and Field Team, 2016-2017
· Nationally recognized professional track athlete for 10 years.
· Hold school record in the mile relay at Pima Community College
· Assisted AAU Youth Track Coached
· Recognized by Team as a strong and dependable leader
Timeline
Overnight Manager
Dream Hotels/ Hyatt
03.2023 - Current
Assistant Front Office Manager
Dream Hotels/ Hyatt
05.2022 - 03.2023
Food and Beverage Manager
White Lodging
05.2021 - 05.2022
Front Desk Agent/ Supervisor
White Lodging
02.2020 - 06.2021
Bachelor of Science - Liberal Arts And Sciences
Tennessee State University
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