Atiya Mayo-Boyd
Newark,NJ
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Warm and friendly individual who helps customers in any situation. Enjoys working closely with team members to deliver a positive guest experience.
Overview
9
9
years of professional experience
Work History
Guest Service Agent/ Night Auditor
Marriott Newark Liberty International Airport
Newark
10.2022 - 03.2024
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards
- Anticipate guests' needs, respond promptly and acknowledge all guests
- Maintain positive guest relations at all times
- Resolve guest complaints, ensuring guest satisfaction
- Maintain complete knowledge at all times of all hotel features, services and department hours of operation, all room types, numbers, layout, decor, appointments and location, all room rates, special packages and promotion, daily house count and expected arrivals and departures and room availability status for any given day
- Schedule in-house group activities, locations and times
- Knowledge of all hotel and departmental policies and procedures
- Ensure that current information on rates, packages and promotions is available at the Front Desk
- Monitor the check-in and check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
Guest Service Agent/Night Auditor
Drury Plaza Hotel
Henrico, Virginia
10.2021 - 09.2022
- Made travel arrangements for sightseeing and other tours
- Provided directions to guests
- Performed office duties on temporary basis when needed
- Provided business services for guests, such as sending and receiving faxes and shipping packages
- Arranged for replacement of items lost by travelers
- Provided food and beverage services to guests
- Provided product information and resolved concerns to assist customers
- Participated in ongoing training to enhance own job skills and knowledge
- Adhered to quality and service standards to support operational goals.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
Dining Server/Trainer
Westminster Canterbury
Richmond, Virginia
09.2017 - 10.2021
- Trained workers in food preparation, and in service, sanitation and safety procedures
- Contributed to friendly and professional dining environment by communicating politely and effectively with guests to assess and meet needs.
- Took customer orders and relayed to kitchen staff with accuracy, circulating dining room to identify service opportunities.
- Suggested wine pairings to go with specific menu items.
- Enhanced customer satisfaction by providing exceptional fine dining service and anticipating guests'' needs.
- Skillfully juggled multiple tasks simultaneously while remaining calm under pressure during busy shifts.
- Maintained a polished appearance, contributing to the upscale ambiance desired by guests.
Fine Dining Server
Pinnacle Living
Henrico, Virginia
08.2015 - 09.2017
- Removed dishes and glasses from tables or counters to take to kitchen for cleaning
- Set up linens, dishes, and silverware to prepare tables for customers
- Informed customers of daily specials
- Prepared hot, cold and mixed drinks for patrons and chilled bottles of wine
- Filled condiment, salt and pepper, and napkin containers
- Described ingredients and cooking methods to explain preparation of various food items
- Presented menus to answer questions about items and make recommendations
- Checked on guests to verify satisfaction with each course
- Swept and mopped floors and removed trash
- Suggested additional items to customers to increase restaurant sales
- Answered telephones to take reservations or to-go orders
- Wrote food guest's on order slips or entered orders into computers for transmittal to kitchen staff
- Prepared checks to itemize and total meal costs and sales taxes
- Memorized frequent customer preferences to build relationships and loyalty
- Suggested wine pairings to go with specific menu items.
- Enhanced customer satisfaction by providing exceptional fine dining service and anticipating guests'' needs.
Education
High School Diploma -
John Randolph Tucker High School
06.2014
Skills
- Guest communication
- Customer Relations
- Spreadsheet Creation
- Reservation Management
- Complaint Handling
- Property knowledge
- Guest Relations
- Microsoft PowerPoint
- Microsoft Word
- Team Leadership
- Complex Problem-Solving
- Staff Training and Development
Languages
English
References
References available upon request.
Timeline
Guest Service Agent/ Night Auditor
Marriott Newark Liberty International Airport
10.2022 - 03.2024
Guest Service Agent/Night Auditor
Drury Plaza Hotel
10.2021 - 09.2022
Dining Server/Trainer
Westminster Canterbury
09.2017 - 10.2021
Fine Dining Server
Pinnacle Living
08.2015 - 09.2017
High School Diploma -
John Randolph Tucker High School
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