Michaela Salt
Minneapolis
Summary
I am an experienced hospitality professional with a strong background in delivering exceptional service and managing operations in fast-paced environments. Known for my ability to multitask effectively, solve complex problems, and streamline processes to improve efficiency. I am a reliable, responsible, and flexible team player and I bring a diverse skill set that is easily transferable across roles. I am committed to maintaining high standards of service while adapting to meet the dynamic needs of both guests and teams.
Overview
6
6
years of professional experience
Work History
Guest Services Manager
Great Wolf Lodge
06.2024 - Current
- Lead and manage the day-to-day operations of the guest services department
- Supervise, train, and develop a team of guest services representatives, ensuring they meet the resort’s service standards.
- Address guest inquiries, concerns, and feedback promptly, effectively resolving issues to enhance the guest experience and foster positive relationships.
- Coordinate with various departments to ensure seamless operations and guest satisfaction.
- Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
Manager Development Program
Great Wolf Lodge
06.2022 - 06.2024
- Participated in a comprehensive rotational management program designed to provide exposure to various departments within the hospitality industry, including guest services, housekeeping, and retail operations.
- Gained hands-on experience in operations management, guest relations, staff supervision, and cross-departmental collaboration.
- Coordinated special projects and initiatives, contributing to increased guest engagement, revenue generation, streamlined operations, and more.
Front Desk Agent
Port-O-Call Hotel
05.2021 - 08.2021
- Greeted and checked in guests, ensuring a smooth and welcoming arrival experience
- Provided exceptional customer service by addressing guest inquiries, resolving complaints, and offering personalized recommendations.
- Managed guest check-outs, ensuring accurate billing and processing of payments.
- Handled phone reservations, providing guests with availability, rates, and information regarding hotel services.
- Collaborated with team members to achieve service goals, maintain a positive work environment, and ensure the highest standards of guest service.
Front Desk Agent
Hilton Garden Inn
12.2019 - 12.2020
- Managed reservations and booking requests
- Provided concierge services for guests, including arranging transportation, booking meeting rooms, and assisting with technology or business service needs
- Addressed guest inquiries and concerns promptly, offering solutions to ensure maximum satisfaction
- Coordinated with housekeeping, maintenance, and other departments to accommodate guest requests and resolve issues efficiently
- Managed guest check-ins and check-outs, ensuring a smooth and quick process for guests
Rotational Employee
Hampton Inn
05.2019 - 11.2019
- Rotated through multiple departments, including Front Desk, Housekeeping, and Food & Beverage, gaining hands-on experience and contributing to daily operations in each area.
- In this role, I worked as a front desk agent, housekeeper, and breakfast staff member at a limited-service hotel.
Education
Bachelor of Science - Hospitality Management
The Pennsylvania State University
State College, PASkills
- Customer service
- Multitasking proficiency
- Team management
- Staff training and development
- Exceptional communication
- Complaint resolution
- Sales and upselling
- Improving processes
- Team scheduling
- Strong leadership
- Operations management
- Problem-solving
Timeline
Guest Services Manager
Great Wolf Lodge
06.2024 - Current
Manager Development Program
Great Wolf Lodge
06.2022 - 06.2024
Front Desk Agent
Port-O-Call Hotel
05.2021 - 08.2021
Front Desk Agent
Hilton Garden Inn
12.2019 - 12.2020
Rotational Employee
Hampton Inn
05.2019 - 11.2019
Bachelor of Science - Hospitality Management
The Pennsylvania State University
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