Aymen Smouni
Brooklyn,NY
Summary
Well-rounded professional committed to interacting with guests and resolving issues to propel customer satisfaction. Smoothly resolves issues, greets guests and oversees reception at busy establishments. Polished and tolerant when handling high-stress situations using appropriate responses.
Personable Guest Experience Specialist known for productive and efficient task completion. Specialize in customer service management, conflict resolution, and innovative problem-solving to enhance guest satisfaction. Excel in communication, empathy, and adaptability, ensuring memorable and positive experiences for all guests.
Overview
4
4
years of professional experience
Work History
Guest Experience Specialist
The Edition New York
Manhattan, New York
09.2024 - Current
- Tracked customer feedback data using CRM software for analysis purposes.
- Responded to emails from customers seeking assistance or making requests for additional services.
- Developed relationships with regular customers in order to ensure their loyalty.
- Conducted surveys to gauge guest satisfaction levels with services and amenities.
Front Desk Agent
Marriott
Brooklyn, New York
04.2023 - 09.2024
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Provided excellent customer service while upholding company policies.
- Scheduled reservations for groups and special events.
Front Desk Supervisor
33 seaport
Manhattan, NY
02.2021 - 03.2023
- Resolved conflicts between customers or staff members in a professional manner.
- Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.
- Developed policies and procedures related to front desk operations.
- Participated in meetings with other managers to discuss strategies for increasing profitability.
- Developed training plans for new hires or existing employees needing additional instruction in certain areas.
Education
BBA - Business Administration
College of Staten Island
Staten Island, NY06-2025
High School Diploma -
New Utrecht High School
Brooklyn, New York06-2020
Skills
- Exceptional communication
- Strong interpersonal skills
- Tech-savviness
- Guest relations
- Reservation management
- Complaint handling
Languages
English
Native/ Bilingual
Arabic
Native/ Bilingual
Timeline
Guest Experience Specialist
The Edition New York
09.2024 - Current
Front Desk Agent
Marriott
04.2023 - 09.2024
Front Desk Supervisor
33 seaport
02.2021 - 03.2023
BBA - Business Administration
College of Staten Island
High School Diploma -
New Utrecht High School