Marcella Vaughn

I have been in hotel business since i was teenager my mom brought me to work with her in summers ti help out at Henelopen Hotel in Rehoboth because she had her iwn cleaning business that put my foot in door so to speak and i went to college for Hotel/Motel Restaurant/Club Management.I have been with Holiday Inn/Holiday Inn Express Newark De for over 25 years working at Front Desk and was their Guest Champion.I managed front desk during day with reservations,checking guest in checking them out,answering switchboard phones making reservations fir our hotel and many other IHG hotels.Making sure rooms were ready for checkin so maintaining housekeeping boards,making sure our hotel was balanced so we weren’t overbooked.If we inquired a problem we were equipped to resolve problems best way we knew how on our own .Multi tasking is something thats a must when youre at desk because you have to answer the phone as well as either checking someone in or out or answer question from youre team also.Im big animal person and wildlife conservationist to in my spare time.

Front Desk Receptionist|Holiday Inn Express Hotel Suites

Mar 2000-July 2024

Newark, DE |

Handled payment processing and provided customers with receipts and proper bills and change.

Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.

Received incoming calls and coordinated with staff to fulfill customer requests.

Prepared daily shift close reports and balanced cash register to accurately reflect transactions.

Responded to inquiries and room requests made online, by phone and via email.

Signed for packages, recorded deliveries and distributed to personnel.

Maintained office equipment, scheduling service to repair issues.

Worked with housekeeping and maintenance staff to address and resolve building and room

issues.

Input customer data into reservation systems and updated to reflect room changes.

Answered and directed incoming calls using multi-line telephone system.

Answered phone calls, provided information and connected callers to appropriate personnel.

Answered office phone and emails to schedule appointments, answer questions and document

information.

Delivered administrative support to team members by making copies, sending faxes, organizing

documents and rearranging schedules.

Managed customer complaints and rectified issues to complete satisfaction.

Processed payments and updated accounts to reflect balance changes.

Maintained front office cleanliness and organized supplies to increase productivity.

Served as company concierge to employees requiring assistance help with travel arrangements.

Booked hotel rooms, car rentals and flights for company trips and conferences.

Trained 10 employees on Opera Software and answered employee technological questions.

Staybridge Suites Lewes De

Feb2025-Present

Front Desk Receptionist doing same things as above.

Education

High School Diploma

Cape Henlopen High School Hotel And Motel Management

Essex Community College Baltimore Md

Hotel And Motel Management

Delaware Technical And Community College - Owens Campus Georgetown De