Guest Services & Front Desk Specialist with 5+ Years Experience
Resume:
ABOUT ME
Personable hospitality specialist with *+ years of experience delivering exceptional guest satisfaction through tailored reservation services and attentive response to guest needs. Adept at promptly assisting guests by uncovering preferences, building rapport, and encouraging repeat stays. Passionate about providing upbeat, friendly service that drives consistent return business, and eager to bring a strong service mindset, positive energy, and professional guest- focused approach to your team.
WORK EXPERIENCE
Checking Cleanliness, amenities, and working order of all guest rooms ( vacant, Stay-overs, check outs). Updating room status to the Front Desk and reporting maintenance needs. Ensuring adherence to hotel brand standards, working with room attendants, the Front Desk and maintenance to resolve issues.
Greeting and welcoming Guests, answering phones, providing information about hotels amenities and assisting with reservations.
Managing guest arrivals and departures efficiently and courteously, handling payments. Addressing complaints, concerns, and requests, finding solutions, and escalating issues when necessary. Working with with housekeeping, maintenance, and other departments to fulfill guest needs. Ensureing the front desk and lobby areas are clean, organized, and welcoming. I was responsible for assigning rooms based on guest requests and preferences, ensuring a personalized experience tailored to each guest's needs. I assisted the Front Office Manager and the Assistant with the daily operations, helping to maintain an efficient and welcoming environment. I closely monitored credit limits, ensuring that all financial protocols are followed.My duties also include conducting arrival checks, where I verified traces, alerts, packages, rate codes abd rates to ensure a seamless check in process. I was making bookings both online and through Marsha system, facilitating the reservation process for our guests.
Coordination with housekeeping is key part of my job, allowing us to maintain high standard of cleanlinessand readiness for our guests .
Additionally, I was responding to emails from guests and travel Agencies, addressing inquiries and managing request efficiently .Overall, my responsibilities encompass the full operation of both room assignments and Front Desk duties, contributing to a positive guest experience and the smooth functioning of our establishment. I greeted na wlcomed guests in a warm and friendly manner, ensuring that they felt valued and at home from the moment they arrived. I handled guest check-ins and check outs efficiently and accurately, which contributed to a smooth and enjoyable experience for all visitors. I responded to guest inquiries and requests promptly and professionally, always striving to meet their needs and exceed their expectations.Additionally, I allocated rooms for incoming guests and follow up with those checking out to ensure seamless transitions. My role also involved promoting and upselling hotel ameneties and service, which enhanced the overall guest experience and boosted revenue for the hotel.I created and followed up on case in the Guest Experience Program, addressing issues and seeking improvement based on valuable guest feedback. I oversaw Front office operations during the absence of the Front office Manager or the Assistant Front office Manager, effectively managing the team and maintaining seamless functionality. I was responsible for suppervising daily shift process, ensuring that all the team members adhered to the standard operating procedures,which helped uphold the quality and efficiency of our ser vices.My proactive approach to leadership fostered a collaborative commitment to exceptional guest service. I was niminated several times by Guests through the guest satisfaction survey, which reflected my ability to create positive experiences and build rapport with our clientele.This recognition was a testament to my efforts in maintaining high standards in Front office operations and my focus on delivering outstanding hospitality.
I was in charge of recruitment ( Selection and Interview ) and employment record management
EDUCATION
LINK
SKILL
MS OFFICE
LANGUAGES
Spanish French
English
PERSONAL DETAILS
Nationality Date of birth Visa status Marital status Guinean 03 Jan 1989 J1 Single
Driving license
C
REFERENCES
Samb Mohamed
E: ***************@*****.**
m
Pascal Olivier Sagna
E: ********@*****.***
Emad Essam
E: ***********@*****.***
HOBBIES
Football, Swimming
Baltimore Marriott Waterfront Baltimore Oct 2025 - Present Housekeeping Inspector / Supervisor
Baltiomre Marriott Waterfront Baltimore Mar 2025 - Oct 2025 Guest Service Representative
Lapita Dubai Parks and Resorts Dubai Feb 2024 - Mar 2025 Rooms Controller
Lapita Dubai Parks and Resorts Dubai Jul 2022 - Jan 2024 Guest Experience Expert
Sheraton Grand Conakry Conakry Dec 2016 - Jun 2022 Front Office Team leader
French Red Cross Conakry - Guinea Nov 2015 - May 2016 Human Resources and Administrative Assistant
Colegion Internacional Alicante Alicante - Spain 2015 Certificate in Spanish
Sakacom Institute Accra - Ghana 2014
Diploma in Computer Application
CE Accra - Ghana 2012
Certificate In English
UNIVERSITY of General Lansane Conte Sonfonia Conakry - Guinea 2011 Bachelor in Private Law
Mamadou Saidou Balde
HOTELIER
207 E Redwood Street,MD, Baltimore, 21202, United States of America +1-410-****-*** ***************@*****.***
Contact this candidate