Hannah Mcclellan Email & Phone Number

Louisville, Ky, Us

Cleveland, Ohio, United States

• Provide world-class service during every interaction with clientele.• Effective listening skills for telephone conversations.• Professionally handle a high volume of incoming calls and E-mails. • Schedule travel and other accommodations based on individual needs.• Ability to understand contract terminology.• Proactively communicate any changes, delays or other potential disservice concerns. • Respond quickly to any questions/inquires pertaining to scheduled trips, status of trips etc.• Provide daily quality control of all trip details.• Work closely with operations/internal departments to resolve conflicts and serve as an owner advocate when appropriate.• Perform other related duties and responsibilities as requested.• Show flexibility in adapting to a continually changing industry.• Understand and follow standard operating procedures.

Louisville, Kentucky, United States

Luxury Concierge for the 150th Kentucky Oaks & Derby, stationed at Spires Terrace & Suites: • Greet and escort VIP guests from the gate to their dining location.• Anticipate and efficiently handle customer service requests using the resources provided.• Lead short tours around the property or escort guests to visit other areas, access permitting.• Work with Supervisor and Concierge team to troubleshoot customer service issues & tactfully offer approved alternate solutions where possible.• Exhibit discretion when handling guests’ personal information.

Colorado, United States

Stationed in Breckenridge & Steamboat Springs, CO Additional support in the creation of member itineraries for Vail, CO & Park City, UT• Ensure consistent communication with designated Operations Manager in regards to questions or concerns regarding property management, pre-arrival planning, member services and member satisfaction and resolutions.• Provide extraordinary service delivery for members from planning to execution to create memorable experiences by staying abreast of new updates and procedural changes.• Member (Pre-arrival): Review member resume with special notes, reach out to planner or Personal Vacation Advisor for any clarification, reach out to member prior to the members’ arrival, review their personalized itinerary double checking everything and finalize any last minute requests.• Member (Prior to Arrival): Conduct pre-arrival housekeeping/maintenance inspection and stage home for arrival to include stocking home with groceries. Communicate with Personal Vacation Advisor, members and guests to finalize and personalize an itinerary.• Member (Arrival): Grocery shopping, delivery of groceries, amenity presentation with notecard, residence inspection, meet and greet, residential orientation, itinerary review for accuracy, review housekeeping schedule, confirm any last minute additions or changes. • Member (Stay): Accessible for all special requests or changes in schedules, accessible for emergency response and on call duties, 1st morning follow-up call, mid-stay call, preparation of member incidental folio.• Member (Departure): Presentation of member incidental folio for signature prior to departure, confirm departure time and transportation times with member and transportation company, wish member a fond farewell with safe travels and a speedy return (when possible be at the residence to assist with luggage and ensure arranged transportation is prompt). • Oversee property management projects to establish timelines and meet deadlines.

Louisville, Kentucky, United States

Rooms Leader in Development "LID" / Manager in Training program.• Learned and performed all aspects of Front Office operations including: front desk, guest services, concierge, and lobby presence at a large convention style hotel with 612 guest rooms.• Performed guest check-ins and check outs in accordance with Omni policies and procedures. • Familiar with guest scenarios, hotel facilities, technical equipment, and general organization set up.• Responded to guest requests and complaints as required. • Oversaw the performance of staff and take corrective action when necessary. • Followed a shift checklist and helped run the front desk in the absence of a manager.

Steamboat Springs, Colorado, United States

• Front Desk Supervisor / Shift Lead responsible for leading, empowering, and overseeing a team of 6 Front Desk Specialists. • Acted as the first point of contact for guests, vendors, and owners within a local management office. • Oversaw short term vacation rentals and fulfilled property management duties with an inventory of approximately 160 units and 7 HOA's; consisting of condominiums and townhomes.• Answered phone calls, checked owners and guests in & out, responded to emails, general questions, or concerns regarding a reservation or the property.• Assisted with the creation and delegation of housekeeping and maintenance tickets. • Built and maintained business relationships, rapport, and open lines of communication with other internal support teams. • Built meaningful relationships and strong rapport with homeowners and officials of the HOA Board. • Assisted management with office duties and administrative tasks such as scheduling front desk employees.

Steamboat Springs, Colorado, United States

• First point of contact for guests, vendors, and owners within a local management office. • Responsible for taking phone calls and responding to emails. • Answered questions and listened to concerns regarding a reservation, unit, or statement. • Assisted with the creation and delegation of maintenance and housekeeping tickets.• Built and maintained business relationships and open lines of communication.

Destin, Florida, United States

• Front Desk Agent who worked with a team of 2-5 to provide outstanding customer service and successfully resolved guest issues. • Housekeeping Inspector conducting condo/room inspections to ensure quality and cleanliness of property units prior to guest arrival.

Bowling Green, Kentucky

• Served as a customer service representative, security monitor, and a referral agent for residents of Pearce Ford Tower; a 27-story dormitory, housing 800+ students.

Louisville, Kentucky Area

• Served food and beverages at the pool concession stand in the summer season. • Busser/Server Assistant in the dining room, veranda, and bar areas. • Worked in catering and banquets for special events and occasions such as: weddings, holiday parties, brunches, trivia nights, feasts, etc.