Casey Burgess
COTTAGE GROVE,MN
Summary
Experienced Team Manager/ Supervisor with over 22 years of experience in Customer Service and 9 years in Leadership. Excellent reputation for resolving problems and improving customer satisfaction. Seeking to, and maintain, a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Seasoned Hospitality professional competent in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, leading teams and coordinating facility services. Smooth and efficient multitasker and planner. Friendly and prompt Front Desk Agent with professionalism in using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and ability to handle all front office operations. Polite and positive Team Member with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables and baggage. Easily adaptable to high-pressure, dynamic situations.
Overview
8
8
years of professional experience
Work History
Adoption Services Supervisor
Animal Humane Society
08.2021 - 11.2023
- Prepared varieties of different written communications, reports and documents to ensure smooth operations.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Served customers and followed outlined steps of service.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Carried out day-day-day duties accurately and efficiently.
- Oversaw daily operations to ensure high levels of productivity.
- Managed a team of employees, overseeing training and professional growth of employees
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Demonstrated respect, friendliness and willingness to help wherever needed
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
- Worked flexible hours; night, weekend, and holiday shifts
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Developed team communications and information for meetings
- Completed bi-weekly payroll for 13 employees
Front Desk Manager
Country Inns & Suites By Radisson
10.2018 - 08.2021
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Efficiently resolved guest complaints and ensured that issues were addressed promptly.
- Performed concierge services for guests as needed.
- Supervised front desk operations to ensure that all guests received superior customer service from hotel employees.
- Provided services efficiently and with high level of accuracy.
- Provided hotel guests with information regarding property including casino, gift shop, restaurants and fitness center.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Maintained financial accuracy by collecting deposits, fees and payments.
- Oversaw all front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Checked guests in out of hotel, made reservations and processed payments.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Front Desk Agent
Country Inns & Suites By Carlson
03.2017 - 10.2017
- Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Maintained financial accuracy by collecting deposits, fees and payments.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Executed positive demeanor to each and every visitor approaching front desk.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Bartender
Annandale Roadhouse
02.2016 - 12.2016
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.
- Polished glassware, bussed tables and removed debris to keep customer areas fresh and clean.
- Took customer orders and capitalized on opportunities to sell special beverage and food options.
- Assisted servers with specialty drinks orders by preparing on-demand items without delay.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Consulted with managers to organize special events and promotions such as trivia nights to bring in new customers.
- Kept accurate inventories and notified management of ordering needs for liquor, beer, wine and bar supplies.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Managed accurate register and produced daily sales reports backing up inventory usage numbers.
- Upsold daily specials and beverage promotions to exceed daily sales goals.
- Applied excellent organizational and multitasking abilities to handle simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
- Maintained secure cash drawers, promptly resolving discrepancies for accuracy.
- Set up bar for operation, obtained cash bank and stocked service bar.
Education
High School Diploma -
Buffalo Senior High School
Buffalo, MN07.2002
Some College (No Degree) - Cosmetology
Scot Lewis Schools
Plymouth, MNSkills
- Safety and security procedures
- Inventory oversight
- Cash control
- Registration processing
- Cash handling
- Check-in and check-out procedures
- Training and development
- Hospitality service expertise
- Social perceptiveness
- Team Building
- Staff Management
- Company policies and procedures
- Training and mentoring
Additional Information
Highly self driven and self motivated asset to any team.
I've had a love and compassion toward animals my whole life. I'm extremely interested in expanding my knowledge of animal rescue and making a permanent career change to animal care and rescue
Timeline
Adoption Services Supervisor
Animal Humane Society
08.2021 - 11.2023
Front Desk Manager
Country Inns & Suites By Radisson
10.2018 - 08.2021
Front Desk Agent
Country Inns & Suites By Carlson
03.2017 - 10.2017
Bartender
Annandale Roadhouse
02.2016 - 12.2016
High School Diploma -
Buffalo Senior High School
Some College (No Degree) - Cosmetology
Scot Lewis Schools
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