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Front Desk Customer Service

Reston, VA
September 24, 2020

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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




Henrico High School

Richmond, VA

High School Diploma

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

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

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

Created and implemented strategies for improving operational efficiency and accuracy.

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

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

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

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

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.

Resolved escalated customer disputes with special actions such as discounts.

● 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.

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

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

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

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

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

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

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

● 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.

● Received and processed customer payments.

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

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

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

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

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

Maintained financial accuracy by collecting deposits, fees and payments.

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

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

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

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

● 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.

Welcomed each new arrival pleasantly and confirmed reservations and identification.

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

Confirmed relevant guest information and payment methods to prevent fraud.

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

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

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

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

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