Morgan Small

Experience

• 

  The Little Nell

  May 2019 - Aug 2019

  Intern

  Forbes Five-Star, Five-Diamond, Relais & Chateaux • Provided five star, five diamond service at all times to guests• Trained in HR protocol; benefits, hiring, training, orientation• Ran all aspects of preparation, setup, and serving at banquets• Shadowed front desk operations to understand computer systems and processes• Participated in all aspects of guest service at the restaurant

• 

  MGM Resorts International

  Nov 2019 - Jun 2020

  Front Desk Representative

  • Checked in and checked out on average 50 to 100 guests per day using Opera system• Trained in all aspects of the Front Desk department to provide complete information and service to guests• Resolved guests’ complaints such as incorrect room placement or billing issues• Managed multiple phone calls simultaneously and responded to customers’ requests and questions

• 

  AMAN

  Jul 2020 - Oct 2021

  Guest Assistant

  • Implemented flawless execution of the entire lifecycle of the guest experience ranging from welcoming guests on property through farewell• Communicated within Front Office and with other departments regularly• Examined and handled guest departure including payment• Shared and disseminated pertinent guest information to appropriate departments or managers

• 

  Auberge du Soleil

  Nov 2021 - Apr 2024

  Assistant Guest Services Manager

  • Assisted in overseeing day-to-day hotel operations within the Front Office, Bell/Valet, Concierge, PBX, and Night Audit• Regularly evaluated processes to ensure they were being performed properly by the team and coached and counseled• Wrote and managed team member schedules• Maintained the training program and ensured it was being followed by the team and each team member was trained properly• Acted as a liaison between upper level management and line level staff to ensure all Forbes standards were met Show less

• 

  Four Seasons Resort and Residences Napa Valley

  Apr 2024 - now

  Guest Experience Manager

  • Ensure top VIPs point of contact prior to arrival until departure for the arrangement of their stay• Be a driving force behind guest centric projects, aimed at elevating the experience and recognition of qualifying guests• Understands the trends of our guests and is able to identify opportunities for new experiences• Work with guests or Travel Agents to plan itineraries and special requests• Overseeing guest interactions, proactively addressing and resolving issues, and collaborating with all departments within the hotel to deliver tailored experiences for specific guests Show less