Atiya Mayo-Boyd
Newark,NJ
Summary
Professional with experience in guest services, prepared to elevate customer experience through strong interpersonal and problem-solving skills. Valued for team collaboration and flexibility in meeting changing needs, ensuring reliable performance and consistent results. Skilled in communication, conflict resolution, and providing exceptional service, bringing positive and proactive approach to every interaction.
Overview
9
9
years of professional experience
Work History
Guest Service Agent/Night Auditor
Hampton Inn Madison Square Garden
08.2024 - Current
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Guest Service Agent/ Night Auditor
Marriott Newark Liberty International Airport
10.2022 - 05.2024
- 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
- 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
10.2021 - 09.2022
- Performed office duties on temporary basis when needed
- Provided business services for guests, such as sending and receiving faxes and shipping packages
- Registered guests into the computer system accurately and efficiently.
- 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
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
08.2015 - 09.2017
- 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
- Answered telephones to take reservations or to-go orders
- 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
Henrico, VA06.2014
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
Timeline
Guest Service Agent/Night Auditor
Hampton Inn Madison Square Garden
08.2024 - Current
Guest Service Agent/ Night Auditor
Marriott Newark Liberty International Airport
10.2022 - 05.2024
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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