Front Desk Customer Service
Resume:
SELAIMA LANGI
North Las Vegas, NV *****
********@*****.***
Excellent hospitality industry prowess and training in roles. Known for great service, reliability and goal-oriented work. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. High-energy Front Office Manager brings significant experience and great customer service skills. Focus on maximizing productivity to meet challenging daily demands. Enthusiastic, friendly, and personable demeanor with knack for organization. Resourceful Front Desk Manager known for high productivity and efficient task completion. Specialize in customer service management, conflict resolution, and administrative support. Excel in communication, teamwork, and adaptability, ensuring smooth front desk operations and superior guest satisfaction. Organized Housekeeping Executive excelling in fast-paced and high-pressure environments. Bringing multi-year background in the hospitality industry. Adept at adhering to budget requirements and correcting any shortfalls. Talented at forecasting staff needs and adjusting staffing levels as required.
Staff Management
Motivational communicator
Organized leadership
Proficiency in cleaning technique
Staff Training and Development
Strong leadership
Budgeting and financial management
Complaint Handling
09/2024 to 12/2024
FONTAINBLEAU
Las Vegas, NV
Housekeeping Manager
Resolved customer complaints in a timely manner.
Ordered cleaning supplies, linens, chemicals, amenities. as needed. Established cleaning standards for all departments within the hotel property. Ensured compliance with safety regulations and health codes. Performed quality control inspections for guest rooms and public areas. 02/2023 to 09/2024
WYNDHAM GRAND DESERT
Las Vegas, NV
Assistant Guest Service Manager
Responded promptly to inquiries from internal and external customers regarding products or services provided by the organization.
Maintained up-to-date knowledge of hotel amenities, services, policies, events, promotions. Tracked guest feedback across multiple channels and monitored trends over time. Evaluated performance of staff members through regular feedback sessions. Developed strategies for improving overall guest experience through enhanced communication methods. 07/2022 to 02/2023
WYNDHAM DESERT BLUE
Las Vegas, NV
Inventory Control Specialist
Conducted periodic inventories and physical counts of product supplies. Utilized barcode scanners to quickly update inventories in the system. Implemented cost-saving strategies to reduce overhead expenses. Tracked shipments from suppliers to confirm receipt of goods in a timely manner. Generated weekly, monthly, quarterly reports on inventory movements and stock levels. 10/2019 to 07/2022
WYNDHAM KONA COAST RESORT
Kailua-Kona, HI
Executive Housekeeping Manager
Participated in job fairs and recruitment activities to attract qualified candidates. SUMMARY
SKILLS
EXPERIENCE
Inspected rooms on a regular basis to verify that they meet quality standards. Monitored budget spending for the housekeeping department. Ordered supplies, equipment, and chemicals necessary for daily operations. Conducted monthly performance reviews with staff members to assess progress towards goals. Developed strategies to increase efficiency while reducing costs within the department. Collaborated with other departments, such as engineering and front desk, to ensure smooth operations. Developed and implemented hotel standard operating procedures for the housekeeping department. Ensured compliance with health codes and other legal requirements related to cleanliness standards. 11/2017 to 11/2019
HILTON GRAND VACATION WAIKOLOA
Waikoloa, HI
Housekeeping Manager
Assisted in budget preparation related to labor costs, materials and supplies expenses. Developed and implemented housekeeping policies and procedures to ensure efficient operations. Performed quality control inspections for guest rooms and public areas. Provided support during special events such as conferences or conventions when necessary. Reviewed existing contracts with vendors supplying linen, uniforms, chemicals, amenities. Monitored employees' work hours to ensure proper staffing levels were maintained at all times. Created training programs for new hires including orientation sessions on hotel policies and procedures. 07/2017 to 11/2017
WYNDHAM HOLUA RESORT AT MAUNA LOA VILLAGE
Kailua-Kona, HI
Front Desk Agent
Greeted guests upon arrival, answered questions and provided information about the hotel. Processed refunds when applicable according to company policies. Verified identification documents of each guest before check-in. Performed cashiering duties such as taking payments, issuing receipts and balancing daily transactions. Answered phone calls promptly while maintaining a professional attitude. Handled customer complaints professionally and courteously. Managed check-ins and check-outs in a timely manner. 07/2016 to 11/2017
HILTON WAIKOLOA VILLAGE
Kailua-Kona, HI
Housekeeping Manager
Assigned housekeeping staff to specific shifts and room blocks based on abilities, and daily requirements. Completed schedules, shift reports, and other business documentation. Utilized chemicals and cleaning equipment in accordance with safety protocols, and proper operating standards. Worked with the front desk to respond promptly to all guest requests. Trained and mentored all new personnel to maximize the quality of service and performance. Maintained controls over expenses and inventory for optimal budget tracking. Communicated repair needs to maintenance staff.
Collaborated with other departments on various projects as needed. 03/2011 to 05/2017
CASTLE RESORTS AND HOTEL
Kailua-Kona, HI
General Manager Administration
Oversaw daily operations of multiple departments, ensuring compliance with established protocols. Established key performance indicators for tracking progress towards organizational objectives. Negotiated contracts with vendors for goods or services needed by the organization. Analyzed data from surveys and focus groups to identify trends in customer feedback. Created and managed annual operating budget for the department. Resolved escalated customer service issues in a timely manner. Maintained up-to-date knowledge of relevant laws and regulations related to operations management. Reviewed reports on operational performance metrics and identified areas of improvement. Established quality assurance processes to ensure customer satisfaction. 07/2009 to 03/2011
ROYAL KONA RESORTS
Kailua-Kona, HI
Front Office and Housekeeping Manager
Communicated corporate objectives across divisions through regular correspondence and scheduled status updates
Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
Assessed personnel performance and implemented incentives and team-building events to boost morale Investigated incidents involving guests or employees that occurred within the hotel premises. 07/2006 to 07/2008
KING KAMEHAMEHA KONA BEACH HOTEL
Kailua-Kona, HI
Housekeeping Manager
Coordinated household cleaning service operations and managed client relations Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements Completed schedules, shift reports and other business documentation Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards Worked with front desk to respond promptly to all guest requests Trained and mentored all new personnel to maximize quality of service and performance Promoted safety by demonstrating proper operation and training staff on power equipment tools Evaluated employee performance and developed improvement plans Drove improvements to workflow and room turnover with hands-on, proactive management style Placed orders for housekeeping supplies and guest toiletries Maintained controls over expenses and inventory for optimal budget tracking Communicated repair needs to maintenance staff
Managed staff of 43 housekeepers
Managed team productivity and workflow to exceed quality standards Kept building entryway glass clean and polished for professional presentation Completed laundry services with special attention to care instructions for hand-washing and dry cleaning Restocked room supplies such as facial tissues for personal touch with every job. 06/1993 to 06/2006
FOUR SEASON RESORTS AND HOTEL
Kaupulehu, HI
Assistant Housekeeping Manager
Conducted regular performance reviews for housekeeping staff members. Recognized outstanding performance among staff members through rewards or recognition programs. Participated in meetings with other departments to coordinate services between departments. Assisted in the interviewing, hiring and training of new housekeeping staff. Created weekly work schedules for housekeeping staff based on occupancy forecasts. Ensured safety regulations are followed by all employees within the department. Inspected guest rooms and public areas to ensure cleanliness standards were met. ASSOCIATE OF ARTS
University of Hawaii At Manoa, Honolulu, HI
HIGH SCHOOL DIPLOMA
Kaimuki High School, Honolulu, HI
7 Days Habit, Four Season Resort - 2 week Training CPR Certify Training - 2 Years
Used Microsoft Excel to develop inventory tracking spreadsheets. Resolved product issue through consumer testing.
Collaborated with team of 20 in the development of Four Season Grand Opening and Ocean Tour Opening Team. Supervised team of 85 staff members.
EDUCATION
CERTIFICATIONS
ACCOMPLISHMENTS
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