Front Desk Customer Service

JP

Jacobi Payne

Professional Summary

Versatile Operations Supervisor adept at taking on routine and complex business challenges with a resourceful and creative approach. Recognized as a driven, dedicated and hardworking leader with a history of streamlining operations and increasing efficiency. Work History

Hyatt Regency - Operations Supervisor

Reston, VA

01/2019 - Current

Tropical Smoothie Cafe - Cashier Team Lead

Richmond, VA

01/2017 - 07/2020

**********@*****.***

H: 804-***-****

Reston, VA 20194

Skills

Education

07/2015

Henrico High School

Richmond, VA

High School Diploma

Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.

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Performed root cause analysis in deficient areas to identify and resolve central issues.

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Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.

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Created and implemented strategies for improving operational efficiency and accuracy.

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Enhanced operational efficiency and reduced labor expenses by developing and optimizing standard practices.

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● Motivated and trained employees to maximize team productivity. Encouraged and promoted ideas aligned to business needs and benefits.

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Monitored daily and weekly key performance indicators to maintain on-track status.

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Developed and deepened relationships with customers, vendors and internal stakeholders.

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Applied interpersonal and customer service skills in serving as point of contact for customers and staff on subjects such as Restaurant quality, Front desk quality and Banquets quality.

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Resolved escalated customer disputes with special actions such as discounts.

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● Logistics expertise

● Customer Relations

● Financial administration

● Human resources

● Systems Analysis

● Data Analysis / Trend Assessment

● Operations support

● MS Office

● Operational improvement

● Project organization

● Team management

● Problem resolution

● Relationship development

● Supervision

Four Points By Sheraton - Front Desk Clerk

Midlothian, VA

07/2017 - 01/2019

Mentored new team members on POS system operation, customer service strategies and sales goals.

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Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.

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Maintained stock within optimal levels to meet expected customer and sales levels.

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Oversaw weekly and seasonal merchandising and signage changes to promote specific products.

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Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current.

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Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.

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Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.

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Restocked, arranged and organized merchandise in front lanes to drive product sales.

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● Quickly and accurately counted drawers at start and end of each shift.

● Analyzed purchases for signs of fraud.

● Increased customer loyalty and retention.

Built effective training and coaching strategies to optimize team performance.

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● Received and processed customer payments.

Educated employees on all job tasks, including register use, merchandising and customer service.

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● Assisted customers by answering questions and fulfilling requests. Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.

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Updated customer accounts with add-on room charges, including minibar use and room service bills.

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Planned coverage needs and organized services to support incoming special events.

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Arranged accommodations and travel plans for visitors and presented updated itineraries.

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Maintained financial accuracy by collecting deposits, fees and payments.

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Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.

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Promoted local entertainment and sporting events and offered details to assist patrons.

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Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.

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Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.

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● Protected guest valuables with main safe or in individual boxes to maximize security.

● Kept accounts in balance and ran daily reports to verify totals. Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.

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Welcomed each new arrival pleasantly and confirmed reservations and identification.

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Maintained files and records by implementing effective filing systems that boosted efficiency and organization.

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Confirmed relevant guest information and payment methods to prevent fraud.

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Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.

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Politely welcomed arriving guests, providing room keys and information on amenities and policies.

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Swiftly responded to room requests and other inquiries made via establishment website, email or phone.

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Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.

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Contact this candidate