Achraf El Joundi
Orlando
Summary
Experienced front desk agent with a track record of 4 years in customer service and problem-solving. Exceptional communication and time management skills ensure smooth check-in processes and high guest satisfaction. Focused on creating welcoming environments, I am eager to utilize my teamwork and leadership skills to elevate guest experiences. Demonstrating strong leadership abilities and a passion for team development, I thrive in dynamic environments. Possessing a solid foundation in customer service principles and operational procedures, I am adept at quickly learning and applying new concepts. Ready to apply and further develop my organizational and communication skills in the desired position role.
Overview
3
3
years of professional experience
Work History
Front Office Manager/Manager on Duty
Universal Studios
06.2024 - Current
- Oversee and supervise the team during the shift.
- Provide guidance and support to employees in case of issues or conflicts.
- Ensure all employees are performing their roles effectively and provide feedback where necessary.
- Address customer concerns, complaints, or inquiries in a professional manner.
- Ensure the team delivers high-quality service and meets customer expectations.
- Handle escalated customer issues that require management intervention.
- Ensure daily operations run smoothly, whether it’s in a retail, hospitality, or other business setting.
- Manage inventory or supplies, and address any immediate needs or shortages.
- Maintain cleanliness and organization within the work environment.
- Ensure the workplace follows health and safety regulations.
- Conduct safety checks or monitor practices to reduce the risk of accidents.
- Make quick decisions on operational challenges or unforeseen issues.
- Resolve employee or customer-related conflicts.
- Manage any crises that arise, such as a staffing shortage or urgent customer service issue.
- Handle any paperwork or reporting required during the shift, including daily sales reports, incident reports, etc.
- Ensure adherence to company policies and procedures.
- Approve or oversee scheduling, breaks, and shift changes as necessary.
Front Desk Agent
Westgate
05.2024 - 07.2024
- Answered telephones and greeted visitors to assist, answer questions and direct
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities
- Resolved customer complaints promptly and courteously
- Worked with housekeeping and maintenance staff to address and resolve building and room issues
- Inputted guest information into computer system accurately and securely
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
Front Desk Agent
Wyndham
08.2023 - 02.2024
- Check-in guests: Register guests upon arrival, assign rooms, issue keys, and provide relevant information about the facility and services.
- Check-out guests: Process guest departures, handle payments, and ensure all charges are correct.
- Answer guest inquiries about hotel services, local attractions, transportation, and other relevant information.
- Resolve any issues or complaints and provide a high level of customer service.
- Assist guests with requests like room service, wake-up calls, or special accommodations.
- Take and confirm reservations over the phone, online, or in person.
- Manage and update the reservation system.
- Handle cancellations or changes to existing bookings.
- Answer incoming calls and respond to emails, addressing guest requests or forwarding them to the appropriate departments.
- Process payments, whether via credit card, cash, or other means.
- Prepare and manage bills, handle discrepancies, and ensure billing information is accurate.
Cashier
Walgreens
06.2022 - 10.2023
- Handled cash transactions efficiently, reducing customer wait time significantly
- Maintained accurate cash drawer, minimizing discrepancies and ensuring financial accuracy
- Provided excellent customer service, resolving issues promptly and improving satisfaction
- Trained new employees on cash handling procedures, enhancing team performance
Education
Bachelor of Science - Psychobiology
Al Akhawayn University
Morocco01.2023
Skills
- Strategic issue analysis
- Effective team collaboration
- Service excellence
- Prioritization and scheduling expertise
- Effective communication
- Effective team management
- Original concept development
- Project execution management
- Confident speaking abilities
- Industry connections
- Customer relationship management in sales
- Responsible cash oversight
- Event logistics management
- Client service excellence
- Customer experience enhancement
- Hospitality support skills
- Event organization
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
French
Full Professional
Spanish
Limited Working
Timeline
Front Office Manager/Manager on Duty
Universal Studios
06.2024 - Current
Front Desk Agent
Westgate
05.2024 - 07.2024
Front Desk Agent
Wyndham
08.2023 - 02.2024
Cashier
Walgreens
06.2022 - 10.2023
Bachelor of Science - Psychobiology
Al Akhawayn University