Bykiyyia Brandon
Baltimore,MD
Summary
PROFESSIONAL SUMMARY
Communicative front desk agent with 2 years of experience maintaining high level of hospitality, professionalism and business etiquette. Attentive individual committed to thoroughly listening to guest requests or concerns and addressing with prompt responses. Dependable and punctual collaborator commended for consistently arriving to work prepared and on time.
Overview
6
6
years of professional experience
Work History
Front Desk Agent
Renaissance Hotel Downtown Baltimore
Baltimore, MD
07.2023 - Current
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Processed payments accurately and efficiently.
- Resolved customer complaints promptly and courteously.
- Provided information about hotel amenities, services, and local attractions.
- Inputted guest information into computer system accurately and securely.
- Verified accuracy of room rates and other charges during check-in process.
- Ensured that all safety regulations were followed according to company standards.
- Assisted with luggage handling for incoming guests.
- Addressed customer needs in a timely manner.
- Kept accurate records of guest transactions.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Provided excellent customer service while upholding company policies.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Posted charges, updated accounts and issued bills to departing guests.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Supervised daily operations of hotel front desk in absence of manager.
- Stayed current on local attractions and special events to help guests with entertainment options.
- Offered dining information and helped guests organize local activities to enhance stay.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Assisted guests at check-in, providing information on various services within hotel.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Input and confirmed reservations for guests.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Arranged tours, taxis or restaurant reservations for customers.
Front Desk Agent
Marriott Camden Yards
Baltimore, MD
11.2022 - 07.2023
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Resolved customer complaints promptly and courteously.
- Processed payments accurately and efficiently.
- Provided information about hotel amenities, services, and local attractions.
- Verified accuracy of room rates and other charges during check-in process.
- Ensured that all safety regulations were followed according to company standards.
- Addressed customer needs in a timely manner.
- Managed cash drawer responsibly throughout shift.
- Kept accurate records of guest transactions.
- Provided excellent customer service while upholding company policies.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
MANAGER
McDonald's
Baltimore, MD
01.2018 - 10.2022
- Accomplished multiple tasks within established timeframes
- Onboarded new employees with training and new hire documentation
- Cross-trained existing employees to maximize team agility and performance
- Maximized performance by monitoring daily activities and mentoring team members
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Delivered feedback to decision-makers regarding employee performance and training needs
- Applied customer feedback to develop process improvements and support long-term business needs
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement
- Has my serve safe Certification
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Education
Patterson High School
06.1995
Skills
- Staff Management
- Employee Coaching and Motivation
- Corrective Actions
Timeline
Front Desk Agent
Renaissance Hotel Downtown Baltimore
07.2023 - Current
Front Desk Agent
Marriott Camden Yards
11.2022 - 07.2023
MANAGER
McDonald's
01.2018 - 10.2022
Patterson High School
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