Amadeus Mullings
Delray Beach,FL
Summary
Dynamic and experienced front office manager with a proven track record of delivering exceptional customer service and optimizing operational efficiency. Adept at orchestrating seamless operations and cultivating unparalleled guest experiences. Demonstrated expertise in strategic leadership, meticulous attention to detail, and conflict resolution. Proficient in reservation systems, fostering team synergy, and upholding immaculate standards.
Overview
11
11
years of professional experience
Work History
Guest Relations Manager
The Brazilian Court Hotel
2024.03 - Current
- Led a team of seven front desk staff, providing training, coaching, and performance evaluations
- Implemented strategies to streamline check-in and check-out processes, resulting in a thirty eight percent increase in efficiency
- Maintained high standards of customer service, ensuring guest satisfaction and resolving any issues promptly
- Oversaw scheduling, payroll, and budget management for the front office department
- Collaborated with other departments to ensure smooth operations and seamless guest experiences
- Managed day-to-day operations of the front desk, including guest registration, room assignments, and cashiering
- Trained new staff members on hotel procedures and customer service protocols
- Conducted regular audits to ensure accuracy of billing and guest information
- Assisted in resolving guest complaints and concerns, ensuring positive resolution and guest satisfaction
- Contributed to the development and implementation of new policies and procedures to improve efficiency and guest experience.
Guest Relations Coordinator
Wyndham Hotels & Resorts
2022.10 - 2024.02
- Managed guest check-in and check-out procedures, reservations and Front Desk Supervisor payments
- Corrected guest issues promptly with knowledgeable and friendly service
- Managed customer complaints and rectified issues to complete satisfaction
- Mentored new staff on correct procedures, compliance requirements and performance strategies
- Worked with room service, housekeeping, maintenance and security to meet all guest needs
- Received incoming calls and coordinated with staff to fulfill customer requests
- Arranged special accommodations for guests to enhance visitor experiences
- Generated reports detailing daily actions, guest numbers and accounting
- Developed long lasting relationships with guests that built loyalty.
Lead Front Desk Associate
The Ben, Autograph Collection
2020.11 - 2022.09
- Greeted guests and responded to guest inquiries, requests and issues in a timely, personable and efficient manner to resolve guest concerns
- Implemented exceptional customer service strategies to ensure a positive experience for hotel guests
- Checked guests in and out of the hotel
- Liaised with housekeeping staff to ensure all rooms were clean and ready to accommodate new guest arrivals
- Processed cash and credit/debit card transactions and balanced cash drawer at the end of shift
- Managed invoicing and rate negotiation for large clients, business guests, and group tours
- Assisted with booking and reservations
- Arrange guest transportation to various venues as well as tours of attractions in the greater West Palm area.
Customer Service/Ticketing Agent
Franks Theaters Cinebowl & Grill
2013.04 - 2019.02
- Resolve customer conflicts with guidance from supervisor
- Maintain knowledge of items currently available to customers
- Understand and relate purchasing policies to customers
- Collect complete and accurate data from customers
- Provide feedback in regards to customer entertainment preference and purchasing habits
- Follow proper cash handling procedures and reconcile daily transactions
- Maintain a positive attitude and a genuine interest in helping others
- Assist with incoming and outgoing customer calls
- Ascertain and resolve customer concerns, requests, and/or complaints in a timely, courteous and informed manner
- Contribute to the environment of the box office in a manner that is conducive to customer service, sales promotion, safety, and quality of work life
- Maintain quality database entry practices when completing regular database maintenance projects.
Education
Associate's degree - Hospitality Management
Palm Beach State College
Skills
- Organizational Skills
- Sales
- Customer service
- Supervising experience
- Office management
- Leadership
- Accounting
- Microsoft Office Programs (4 years)
- Internet literate | Microsoft Word, Excel, PowerPoint | Type 55 WPM | Innovative and Mission Focused
- New Hire Training
- Reservation Management
- Property Management Systems
Awards
Employee of the year at the Wyndham Hotel & Resorts of 2023.
Timeline
Guest Relations Manager
The Brazilian Court Hotel
2024.03 - Current
Guest Relations Coordinator
Wyndham Hotels & Resorts
2022.10 - 2024.02
Lead Front Desk Associate
The Ben, Autograph Collection
2020.11 - 2022.09
Customer Service/Ticketing Agent
Franks Theaters Cinebowl & Grill
2013.04 - 2019.02
Associate's degree - Hospitality Management
Palm Beach State College
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