Front Desk Service Representative

ANATI KELLEY

Customer Service Representative/ Supervisor

240-***-**** ***********@*****.*** 5611 Southwick St, Bethesda, MD 20817 CAREER OBJECTIVE

Effectively resolve issues with empathy and care, document pain points to share with internal teams, nurture relationships, and improve brand or company credibility. EXPERIENCE

January 2013-Present

• Coordinating with families to ensure a smooth move in transition

• Ensures consistency of food and drink quality and delivery

• Coordinates and follow up on monthly payments

• Responds to any guest service issues within a timely manner

• Implemented concepts to ensure efficiency and personalization

• Coordinates any petty cash transactions for residents

• Ensures adequate staffing.

FRONT DESK SUPERVISOR / NIGHT AUDITOR/ SHUTTLE DRIVER, Rockville, MD Chase Suite Hotel, April 2011-July 2013

• Planning and implementing projects to help increase guest satisfaction survey score

• Monitoring and supervising Food and drink,(Breakfast)

• Responsible for new hire training for the hotel

• Oversee the ordering and monitor the daily transaction for the hotel Gift shop

• Ensures that banking is done properly for the hotel/cash transactions

• Coaching and counseling of Front Office Associates

• Respond for guests' surveys and acting upon them accordingly, to ensure guest satisfaction. FRONT DESK SUPERVISOR / NIGHT AUDITOR, Laurel, MD

Red Roof Inn, February 2009-April 2011

• Responsible for Training, Coaching and Counseling

• Conducted daily staff meetings including a review of hotel standards and departmental procedures

• Involved in strategic front office planning and preparation for incoming groups/ conference and Banqueting

• Actively followed up with any guest issues to ensure customer satisfaction

• Prepared schedules for associates to ensure adequate coverage and effectively control labor costs

• Accurately processed and submitted weekly payroll Continuously developed and maintained professional relationships with associates, repeat guests, vendors and peers

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• Actively created projects to train staff on up selling suites and packages in order to obtain maximum revenue

• Making sure that night audit has been accurately and correctly done. EDUCATION

BACHELOR OF SCIENCE (B.S.) IN PSYCHOLOGY CANDIDATE, Adelphi, MARYLAND UMGC, Expected Graduation October 2024

DIPLOMA IN FASHION DESIGN, Cape, EASTERN

East London College, January 1996

CERTIFICATE IN FINE ARTS, Cape, EASTERN

Vulli Valley High School, January 1993

SKILLS

Customer Service Training, Supervisory Skills, Computers - Word, Excel, People Soft, Outlook, Fidelio, Marsha, Opera, Epitome.

LANGUAGES

Afrikaans, Spanish

Conversational

• English

Fluent

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