Summary
Overview
Work History
Education
Skills
Timeline
Generic

Akeyia Collins

Jackson,TN

Summary

Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful [Type] setting. Friendly and prompt Front Service Clerk with good skills using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and finesse handling front office operations. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

3
3
years of professional experience

Work History

Front Desk Clerk

Executive Inn
09.2023 - Current
  • Enhanced guest satisfaction by promptly and professionally addressing inquiries and concerns.
  • Provided exceptional customer service for a positive guest experience, resulting in repeat business.
  • Streamlined check-in and checkout processes to improve efficiency and reduce wait times.
  • Managed reservations, cancellations, and modifications with accuracy to maintain organized booking records.
  • Maintained an inviting front desk area by keeping it clean, organized, and well-stocked with necessary materials.
  • Increased hotel revenue by upselling rooms and promoting additional services or amenities when appropriate.
  • Collaborated with housekeeping staff to ensure room availability and cleanliness for incoming guests.
  • Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
  • Developed strong relationships with guests through friendly interactions, anticipating their needs and exceeding expectations.
  • Stayed knowledgeable about hotel services, local attractions, and events to provide accurate information to guests upon request.
  • Assisted colleagues as needed for seamless operations across departments in the hotel setting.
  • Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
  • Communicated effectively with management on daily occurrences or potential issues affecting hotel operations or guest experiences.
  • Contributed to team goals by maintaining a positive attitude and supporting coworkers during busy periods or challenging situations.
  • Coordinated group bookings efficiently, ensuring all necessary preparations were completed in advance of guest arrival dates.
  • Ensured the security of guests'' personal belongings by managing key card access systems properly.
  • Supported event planning efforts by providing logistical assistance, coordinating meeting spaces, and arranging catering services.
  • Conducted regular inventory assessments for front desk supplies to avoid shortages that could negatively impact guest experience.
  • Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
  • Participated in ongoing training and professional development opportunities to stay current on industry best practices and enhance job performance.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Collected room deposits, fees, and payments.
  • Used internal software to process reservations, check-ins and check-outs.
  • Maintained transaction security by verifying payment cards against identification.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Stored guest valuables in safe and individual boxes for security.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Trained new staff members in customer service techniques and hotel operations.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Enforced policies and procedures to increase efficiency.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Monitored staff performance and provided feedback and guidance.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Implemented marketing and promotional initiatives to increase occupancy.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.
  • Coordinated with vendors for repair and maintenance of hotel.
  • Monitored hotel's budget and financial records.

Security Officer

Securitas Security Services USA
11.2021 - 03.2023
  • Improved overall security by conducting regular patrols and monitoring surveillance systems.
  • Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
  • Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
  • Reduced incident response times by implementing efficient emergency procedures and collaborating with local law enforcement agencies.
  • Enhanced security measures by staying up-to-date on industry best practices, attending training sessions, and obtaining relevant certifications.
  • Decreased instances of theft, vandalism, and trespassing through diligent observation and reporting suspicious activities.
  • Conducted thorough investigations into security incidents, documenting findings, and recommending appropriate actions.
  • Created a culture of safety awareness among employees through regular presentations and communication on security issues.
  • Ensured proper functioning of security equipment by performing routine inspections, maintenance, and coordinating repairs as needed.
  • Assisted in developing comprehensive security policies to address potential risks and protect company assets.
  • Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
  • Supported event planning teams by providing input on necessary security arrangements during special functions or high-profile meetings.
  • Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
  • Coordinated with other departments to enhance cross-functional collaboration for improved overall security strategy implementation.
  • Developed strong relationships with local community members to foster trust between the organization''s security team and its neighbors.
  • Managed access control systems efficiently, ensuring accurate records of employee badges for restricted areas were maintained at all times.
  • Conducted pre-employment background checks on prospective hires as part of the organization''s commitment to maintaining a secure workforce environment.
  • Trained new Security Officers in company policies, ensuring consistent knowledge across the team and adherence to established procedures.
  • Collaborated with Human Resources to address employee concerns regarding personal safety, workplace violence prevention, and emergency response protocols.
  • Evaluated the effectiveness of existing security measures by conducting regular audits on systems, processes, and incident reports to identify areas for improvement.
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Conducted regular patrols of key areas to spot and control security concerns.
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Reported suspicious activities and persons to law enforcement.
  • Checked and verified photo identification prior to granting facility access.
  • Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
  • Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
  • Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
  • Screened individuals and prevented passage of prohibited articles into restricted areas.

Front Desk Receptionist

Executive Inn
05.2021 - 10.2021
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Streamlined office operations for improved productivity with effective organization and communication skills.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Increased guest retention by maintaining a welcoming and organized reception area.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Developed strong working relationships with team members, fostering a positive work environment.
  • Assisted management in implementing new policies and procedures, contributing to overall operational improvements.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
  • Provided exceptional customer service by addressing inquiries and resolving issues in a timely manner.
  • Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
  • Collaborated with other departments to ensure smooth inter-departmental communication and coordination of guest needs.
  • Maintained accurate records of visitor logs for security purposes and compliance with company policies.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Coordinated meeting room reservations and set-up requirements for various events or conferences held onsite.
  • Spearheaded office supply inventory management, reducing costs by identifying necessary items before depletion occurred.
  • Contributed to increased online reviews by consistently providing stellar customer service experiences at the front desk reception area.
  • Boosted staff morale through effective teamwork and clear communication amongst colleagues in various departments.
  • Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
  • Prepared informative materials about local attractions or amenities upon request from guests ensuring memorable stays at the establishment.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Collected room deposits, fees, and payments.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Completed all tasks in compliance with company policies and procedures.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Trained new team members on company procedures, customer service and issue resolution.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Sorted and delivered mail and packages upon arrival to correct staff members and departments.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Resolved customer problems and complaints.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Organized, maintained and updated information in computer databases.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Collected [Type] payments, processed transactions and updated relevant records.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Collected and distributed messages to team members and managers to support open communication and high customer service.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
  • Monitored and screened visitors to verify accessibility to inter-office personnel.
  • Helped office staff prepare reports and presentations for internal or client-related use.
  • Scheduled office meetings and client appointments for staff teams.
  • Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Compiled information from files and research to satisfy information requests.
  • Tracked important information in [Software] spreadsheets and ran reports or generated graphs using data.

Education

High School Diploma -

Liberty Technology Magnet High School
Jackson, TN
05.2019

Skills

  • Multi-Line Phone Systems
  • Guest Relations
  • Attractions and Amenities Knowledgeable
  • Hospitality Management
  • Effective Planning
  • Hospitality Services
  • Guest Reception
  • Listening Skills
  • Cash Handling
  • Customer Service

Timeline

Front Desk Clerk

Executive Inn
09.2023 - Current

Security Officer

Securitas Security Services USA
11.2021 - 03.2023

Front Desk Receptionist

Executive Inn
05.2021 - 10.2021

High School Diploma -

Liberty Technology Magnet High School

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Akeyia Collins