PROFILE

I am a performance driven leader with proven experience in the hospitality field. Recognized for strong guest service and focus while diligently, maintaining guest relationships.

ACHIEVEMENTS

• Albany Marriott, I was awarded Employee of the month, April 2010.

• Hampton Inn-Downtown Schenectady, I was awarded Employee of the 2nd Quarter of 2009.

SYSTEMS

• PMS, MARSHA, OnQ, Opera, GuestWare, MICROS, TravelClick’s iHotelier, Contactual

EXPERIENCE

Bowery Hotel, Guest Service Agent/Concierge, New York, New York,

04/11-Present

• Greet and register incoming guests.

• Process guest folios and collect payment.

• Administer and manage cash handling responsibilities.

• Handle guest requests and concerns promptly and with courtesy.

• As a Concierge, assist guests with any inquiries regarding local entertainment, restaurants or transportation.

• As a Concierge, maintain efficient and effective flow of information with guests and all internal departments.

• As a Concierge, ensure that the needs and requests of hotel guests are met, and that each guest has a memorable stay.

Advantage Reserve, Reservation Manager, New York, New York,

02/11-12/11

• Manage 17 to 33 Reservationists, depending on phone volume.

• Supervised 1 to 2 Supervisors, depending on phone volume.

• Empowers Agents to deliver guest service by encouraging and rewarding responsive guest assistance.

• Ensure accuracy on all of the reservations made for the 100+ different hotel clients that we service.

• Confirm that the department meets relevant productivity targets on calls received and conversion ratios.

• Hold all Agents accountable through coaching and counseling and progressive discipline.

• Developed an added-value guest service programs.

• Handle scheduling to ensure an optimum level of staff according to business need.

• Complete Quarterly evaluation assessments on each Reservation Agent.

Albany Marriott, Night Auditor, Albany, New York, 11/09-02/11

• Run night audit, and balance all daily reports, Balance credit card batch transfer amounts with hotel end of day reports.

• Confirm, process, and conduct all remaining guest check-ins and checkouts.

• Identified and corrected discrepancies.

• Cash handling; completed daily shift paper work and balanced cash drawer.

Hampton Inn, Guest Service Agent, Schenectady, New York, 07/08-02/10

• Register guests by obtaining or confirming room requirements; verified pre-register guests; assigning room; obtained information and signatures.

• Administered administrative and clerical procedures such as word processing, managing files and records and designing forms.

• Cash handling; completes daily shift paper work and balances cash drawer

EDUCATION

• General Equivalency Diploma (GED) from the South Bronx Job Corps in March 2001.

REFERENCES

• Tilo Springs, Assistant Front Office Manager, Bowery Hotel – 212-***-****

• Rebekah Allen, Director of Training, Advantage Reserve – 212-***-****

• Kelly Smith, Front Office Manager, Albany Marriott - 518-***-****

• Quailee Hunt, Front Office Supervisor, Albany Marriott – 518-***-****

• Mounssif Slaoui, General Manager, Hampton Inn – 518-***-****

• Arti Seetellal, Assistant General Manager, Hampton Inn – 518-***-****

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