Kyle Willis
Front Office Supervisor
Tampa
Summary
Dynamic leader with proven expertise in front desk operations and staff training. Excelled in enhancing guest satisfaction and streamlining service delivery through effective issue handling and relationship building. Skilled in property management systems, significantly contributed to policy development and team performance, driving notable improvements in customer service standards.
Overview
4
4
years of professional experience
Work History
Front Office Supervisor
Hilton Tampa Downtown
Tampa, FL
09.2022 - Current
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Contributed valuable insights during management meetings, ultimately influencing hotel policies and procedures for better guest satisfaction.
- Coached employees through day-to-day work and complex problems.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
Guest Service Agent
Hilton Tampa Downtown
01.2022 - 09.2022
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Greeted guests upon arrival and offered assistance.
Team Lead
Sweet Mama's Ice Cream
09.2021 - 12.2021
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Assisted in recruitment to build team of top performers.
Cashier
Boston Market
03.2021 - 09.2021
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
Education
Bachelor of Arts - Integrated Public Relations And Advertising
University of South Florida
Tampa05-2026
Associate of Arts - Marketing
Hillsborough Community College
Tampa07-2024
Skills
Front desk operations
Shift scheduling
Issue handling
Staff training and development
Scheduling and calendar management
Multitasking proficiency
Staff supervision
Skilled in Microsoft Office
Oral and writing communication
Property management systems
Employee management
Relationship building
Accomplishments
Q2 2024- Leader of the Quarter - Hilton Tampa Downtown
Timeline
Front Office Supervisor
Hilton Tampa Downtown
09.2022 - Current
Guest Service Agent
Hilton Tampa Downtown
01.2022 - 09.2022
Team Lead
Sweet Mama's Ice Cream
09.2021 - 12.2021
Cashier
Boston Market
03.2021 - 09.2021
Bachelor of Arts - Integrated Public Relations And Advertising
University of South Florida
Associate of Arts - Marketing
Hillsborough Community College
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