Guest Services Front Desk
Resume:
Kreshendo LaCour
Las Vegas, NV *****
**********@*****.***
Authorized to work in the US for any employer
Work Experience
Assistant Hotel Manager
Oasis At Gold Spike Hotel-Las Vegas, NV
June 2021 to Present
• Oversee Guest Services operations with direct accountability for leadership of Guest Services Operations
• Provided exceptional, courteous, friendly service to guests and associates that differentiates us from the competition
• Kept a clean, neat and well-groomed appearance
• Maintained a working knowledge of the facilities, as well as special events on property, in order to advise guests and fellow associate of same, whenever possible
• Mastered full knowledge and understanding of company and department rules and regulations, policies and procedures
• Ensured all workstations are fully stocked by conducting inventory checks
• Ensured day-to-day Guest Services operations are running efficiently, this includes staffing levels and upholding associates to the highest level of service standards and productivity
• Supported company and hotel policies and procedures including the promoting and participation in Employee Engagement, Health and Safety, and Guest Service initiatives
• Ensured proper staffing levels of front office associates, including interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators
• Resolved guest complaints, ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
Customer Service Lead
UPS-Las Vegas, NV
June 2020 to February 2022
This work involved contact with customers who were shipping or we’re waiting for a UPS delivery. I would check shipping addresses, perform packaging quality inspections and complete sales transactions. Some computer work was also required, including package tracking, package processing and daily records accounting.
Changing delivery addresses per customer request checking rates for customers vacation holds data entry dispatch and more.
Front Desk Manager
Extended Stay-Las Vegas, NV
January 2016 to April 2020
• Guest Services Management: Oversee guest check-ins and check-outs, address guest inquiries or complaints, and ensure a high level of customer satisfaction.
• Staff Supervision: Manage front desk staff, housekeeping, and maintenance teams, ensuring they are trained, motivated, and meeting performance standards.
• Operational Support: Assist in managing hotel operations, including maintaining cleanliness, safety, and overall quality of the guest experience.
• Financial Oversight: Help with budgeting, controlling costs, managing revenue, and ensuring the hotel meets financial goals.
• Inventory and Supplies Management: Monitor and order supplies, including linens, toiletries, and food items, ensuring they are stocked and available as needed.
• Maintenance Coordination: Ensure the property is well-maintained, coordinating with maintenance staff to address any issues promptly.
• Compliance and Standards: Ensure the hotel complies with all safety regulations, policies, and procedures, and uphold brand standards.
• Guest Relations: Build and maintain strong relationships with guests, ensuring that their needs are met and they have a pleasant stay.
• Problem-Solving: Handle any guest or staff issues that arise, resolving problems quickly and efficiently.
• Marketing and Sales Support: Assist in promoting hotel services and amenities to increase occupancy and drive revenue.
Customer Service Representative
William Sonoma-Las Vegas, NV
January 2016 to October 2018
Address customer questions and concerns regarding product and delivery information Provide product information, review alternative solutions if an item is out of stock and place orders for the customer.
Successfully negotiate and appease customers using a variety of methods established by Williams Sonoma, Inc., guidelines.
Check inventory, process returns, issue replacements and credits for damaged or defective merchandise Perform other duties as assigned
Data Entry Clerk
Data Exchange-Las Vegas, NV
January 2014 to December 2016
Process vouchers & coupons, both inbound & outbound Ensures financial data entry is accurate
Enter in database information
Answer the main line number along with the hostess & other team members End of month summary- due 3 days after month end
Daily, Bi-Weekly, and monthly reports compiled and emailed Various other clerical duties as assigned
Ensure invoices, checks, and other documents are properly sorted, logged, scanned, and filed Carry out a full-cycle A/P
Provide customer service to internal business partners Open, sort, and deliver department mail on a daily basis Hotel & Casino Event Staff
Priority Staffing-Las Vegas, NV
January 2010 to December 2014
Uphold the integrity and atmosphere of the facility and event Greet and direct guests with a customer-service attitude Educate patrons on the event
Greets guests as they enter with a smile.
Maintain pleasant, friendly and professional demeanor with guests and staff at all times. Responsible for protecting the integrity of the premium areas by ensuring all guests have a proper tickets and/or credentials.
Provides accurate directions to the various clubs, suites, special hospitality locations, and all premium areas of the building.
Scans and verifies guest's event tickets using Arena ticketing equipment. Maintains a positive working relationship with Levy Restaurants to ensure that all needs of our premium guests are met.
Answers phone inquiries in a pleasant and professional manner, taking messages and giving proper event/building related information as needed.
Partners with Security to ensure that all suites are empty of guests and lost items at the conclusion of every event.
Responsible for safely transporting guests who request wheelchair escort services from one location to another and properly using escort tracking sheets, wheelchair logs, and safety waivers. Operates elevators in a safe manner and ensure that only guests with proper tickets are allowed access to particular levels.
Perform all other job related duties as requested. Education
High school diploma in General Education
L.B. Jordan High School - Long Beach, CA
Business Administration
Long Beach City College
Skills
• Microsoft Office (10+ years)
• Sales
• English
• Microsoft Excel
• Computer skills
• Customer service
• Accounting
• Merchandising
• Administrative Experience (10+ years)
• Typing
• Management
• Hotel experience
• QuickBooks
• Hotel management
• Bookkeeping
• Guest services
• Restaurant management
• Janitorial experience
• Front desk
• Property management
• Cash register
• Organizational skills
• Driving
• Yardi
• Clerical experience
• Communication skills
• Payroll
• Clerical Experience (10+ years)
• Phone etiquette
• Leadership
• Hospitality
• Restaurant experience
• Fair Housing regulations
• Microsoft Word
• Interviewing
• Cash handling
• Office management
• Supervising experience
• Customer service, Office support, Accounting, Scheduling, Detail-oriented, PBX
(10+ years), Front Desk, Guest Service
Reservations, Data Entry, Stocking, Ordering Inventory Management Accounting Scheduling Data Processing Reservations PBX Operation Customer Service Office Support Mail Processing Self-Assertive Independent Detail-Oriented Team-Player Dispatch
• Microsoft Outlook
• Accounts Receivable
• Office Management
Certifications and Licenses
Food Handler Certification
April 2023 to April 2028
Non-CDL Class C
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