AKEEBA FERMIN
Brooklyn,NY
Summary
Diligent hospitality professional with solid background in front office management, ensuring smooth operations and exceptional guest experiences. Demonstrated ability to handle high-pressure situations and resolve guest issues efficiently. Proven track record of team leadership and effective communication skills. Known for reliability, adaptability and effective communication.
Overview
17
17
years of professional experience
Work History
Assistant Director of Front Office
Indigo Williamsburg
01.2023 - 12.2023
- Monitored daily operations, identifying areas for improvement and implementing solutions to increase efficiency in the front office department.
- Maintained strong relationships with corporate clients by ensuring their needs were met consistently during their stays.
- Improved guest satisfaction by implementing effective front office procedures and training staff on best practices.
- Conducted regular performance evaluations for front office staff, identifying areas for growth and offering support through coaching or additional training as needed.
- Coordinated with other departments to ensure seamless communication and efficient guest experience across all hotel services.
- Updated reports, managed accounts, and generated reports for company database.
Front Office Manager
The Tillary Hotel
10.2017 - 03.2020
- Supervised and guided front office employees and responded quickly to questions to improve understanding of job responsibilities.
- Oversaw daily operations of hotel front office which consisted of answering phones, creating hotel reservations, assisting guests with luggage and checking in and out of the hotel.
- Used quick response and dynamic service skills to build relationships with guest, improving guest satisfaction
- Trained front desk agents on hotel software and emphasized the importance of a strong focus on customer service.
- Addressed all escalated guest issues to ensure a satisfactory hotel stay.
- Maintained financial accuracy by collecting deposits, fees and payments
Resident Service Agent
Aka United Nations
07.2015 - 10.2017
- Greeted residents upon arrival, actively checked-in residents providing pertinent information for their stay
- Responded to residents requests via telephone and email and effectively answered questions and inquiries
- Document all communication between residents daily, updated accounts including address changes, incoming and outgoing mail
- Entered details such as payments, account information and call logs into Maestro system
- Followed-Up on all ongoing tasks, upcoming arrivals, extension requests and open work orders
- Communicated with outside vendors regarding offsite rentals, car service and personal needs for residents
- Effectively communicated with and supported Sales, Marketing and Administrative teams on a daily basis
Front Desk Agent/ Night Auditor
Residence Inn By Marriott
06.2013 - 07.2015
- Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities
- Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs
- Performed balance procedures for hotel accounts and resolved discrepancies
- Settle credit card payments, ensured third party reservations have been properly processed, performed computer back-ups
- Completed end-of-day reporting outlining room daily transactions, occupancy and revenue totals and other figures for financial accuracy
Front Desk Agent
InterContinental New York Times Square
05.2010 - 06.2013
- Managed all front desk operations for busy high-volume hotel welcoming patrons to front desk and engaged in friendly conversations while conducting check-in process
- Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs
- Worked with Guest Relations and housekeeping to meet all incoming guest needs, smooth check-in processes and maximize satisfaction
- Answered phones, responded to guest inquiries and transferred calls to appropriate departments and staff members
- Developed vast knowledge of local area to provide guests with information about dining options, arts, and culture, various entertainment and local attractions
Sr. Personal Financial Representative
JPMorgan Chase
10.2006 - 04.2010
- Evaluated financial means and check eligibility for products or services to establish client needs
- Secured long-term customer accounts, providing recommendations to promote service effectiveness and benefits to exceed client goals and needs
- Boosted revenue, cultivating client relations, resolving issues and executing proficient account maintenance to develop new customer accounts
- Processed and documented customer and institutional payments
- Researched banking guidelines and statutory requirements to stay updated on new laws and applications
Education
Associate of Applied Science - Culinary Arts And Hospitality Management
Johnson & Wales University
Skills
- Excellent Communication and Interpersonal Skills
- Guest Satisfaction Tracking
- Motivated Self Starter and Team Player
- Staff Training, Coaching and Development
- Organized Multi-taker and Detailed Oriented
- Credit and Cash Payments
- Decision-Making
- Safety and Security Procedures
- Ability to Work With a Diverse Workforce
Additional Information
Proficient in Microsoft Office Suites, Opera, Holidex, HotSos, Fosse, Maestro, VoiceAgent
References Available Immediately Upon Request
Timeline
Assistant Director of Front Office
Indigo Williamsburg
01.2023 - 12.2023
Front Office Manager
The Tillary Hotel
10.2017 - 03.2020
Resident Service Agent
Aka United Nations
07.2015 - 10.2017
Front Desk Agent/ Night Auditor
Residence Inn By Marriott
06.2013 - 07.2015
Front Desk Agent
InterContinental New York Times Square
05.2010 - 06.2013
Sr. Personal Financial Representative
JPMorgan Chase
10.2006 - 04.2010
Associate of Applied Science - Culinary Arts And Hospitality Management
Johnson & Wales University