Caitlin Sloan Email & Phone Number

Pinehurst, North Carolina, United States

Greensboro, Georgia, United States

• Manages all Front Office sub-departments: Front Desk, Call Center, Guest Relations, Concierge, Overnight (Night Audit).
• Directs the development of Front Office training programs and continued education for our Ladies and Gentlemen, promoting goals of increased capability and confidence through access to necessary tools and resources, as.
• Acts as front-line management for guest concerns regarding all facets of hotel operations and works independently or with executive-level leadership to find solutions to complex guest recovery circumstances.
• Conducts financial and administrative duties necessary to the management of the Front Office Team, encompassing budgeting, payroll, scheduling, hiring, training, and inventory.
• Auxiliary support as needed with management goals for Guest Services Department - Valet, Doormen, Bellmen, Transportation.

Charlotte, North Carolina, United States

• Managed all aspects of Front Office operations: front desk, concierge, bell staff, night audit.
• Assisted in the development and oversight of Front Office campaigns such as Marriott Bonvoy enrollment goals, Medallia guest survey ratings, upsells, pre-arrival planning, and guest engagement.
• Managed VIP planning, taking ownership of all aspects of the VIP experience including daily amenities, room upgrades, concierge needs, and any other requests.
• Regularly met with on-property leaders to discuss improvement initiatives and strategize the enhancement of guest experience.

Pinehurst, North Carolina, United States

• Managed The Manor building, targeting all facets of elevated guest experiences in a 43-room luxury resort property.
• Oversaw administrative and operational duties for the property: reconciling availability; assigning rooms; submitting supply orders; developing and implementing standardized, Manor-specific SOPs.
• Developed joint initiatives to improve guest experience; collaborated primarily with Food & Beverage, Sales, and Housekeeping Departments to ensure guest needs were anticipated.
• Participated in training and management of staff members assigned to The Manor.

Pinehurst, North Carolina, United States

• Served as the on-site Manager on Duty, monitoring all resort events and taking action as needed.
• Resolved customer incidents in an efficient manner, utilizing recovery strategies designed for positive guest re-engagement.
• Assisted in VIP and group planning, including pre-registration and coordination of on-property services.
• Participated in training and management of Pinehurst front office staff members.
• Maintained prior job responsibilities inherent in Resort Services Coordinator role.

Pinehurst, NC

• Provided exemplary service to guests, members, and all other Pinehurst Resort customers.
• Strengthened Pinehurst customer relations by interacting with guests in person, as well as via phone calls, emails, and the company’s text chat line.
• Handled high-volume scheduling needs for guests and customers, to include golf tee times, spa appointments, and dining reservations.
• Coordinated call-in guest amenities and VIP needs, including floral deliveries, food & beverage requests, turn-down services, car & bike rentals, etc.
• Acted as auxiliary registration agent to expedite the guest reception process.
• Advanced Pinehurst brand ideals and values at all times.

Fayetteville, North Carolina Area

• Managed all supply purchasing needs to facilitate internal production.
• Assisted with the management of the production lifecycle.
• Conducted outreach to interested parties for product development.
• Secured contracts and non-contract sales that generated significant revenue on the company's behalf.
• Managed the retail storefront space, as well as out-of-office sales.
• Contributed to Raptor Tactical’s social media presence and monthly newsletter.

Fayetteville, North Carolina Area

• Handled all incoming and outgoing customer correspondence via phone and email.
• Processed customer returns and exchanges per company policy.
• Generated responses to RFIs, RFPs, RFQs.
• Served as the Executive Assistant to both the CEO and Head of Research & Development.

Raleigh-Durham, North Carolina Area

• Created captivating, distinctive editorial content in line with INDY Week’s prescribed coverage area and subject matter.
• Responded to phone and email inquiries, scheduled and carried out interviews, assisted senior staff with transcription.
• Contributed to INDY Week’s store of information by conducting background research and performing data entry.
• Assisted in planning event coverage and otherwise facilitated effective communication between writing staff, creative contributors, and story subjects.