Charlette McLean-Beckford
Brooklyn,NY
Summary
Seasoned Hospitality professional competent in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, leading teams and coordinating facility services. Smooth and efficient multitasker and planner.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Front Desk Manager
Marriott International, Inc.
New York, NY
06.2021 - Current
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Performed daily inventory for keys and linens and detailed information in audit reports.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Planned coverage needs and organized services to support incoming special events.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Increased customer service ratings through personable service.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Provided services efficiently and with high level of accuracy.
- Processed arrivals and departures for hotel guests, handling approximately [Number] guests per shift.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
VIP Manager
Marriott
New York, NY
11.2016 - 06.2021
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained store equipment, printers and fax machines.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Coordinated all companies, business executives and site leadership teams by interacting effectively and establishing communication best practices.
Front Office Supervisor
Sheraton JFK Airport Hotel
New York, NY
06.2015 - 11.2016
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Interpreted management directives to define and document administrative staff processes.
- Coached employees through day-to-day work and complex problems.
- Communicated corporate objectives across divisions through regular correspondence and scheduled status updates.
Customer Service Specialist
Sandals Ochi Beach Resort St. Ann
Jamaica, IA
10.2009 - 04.2015
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed customer service improvement initiatives that decreased customer wait times by [Number]%.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Carried out opening and closing functions to meet operational needs underpinning strong customer service.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
- Handled over [Number] calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Education
No Degree - Hospitality
Global University For Learning
Jamaica, WI Skills
- Team Building
- Regulatory Compliance
- Schedule Coordination
- Decision Making
- Handling Customer Complaints
- Attention to Detail
- Adaptable and Resilient
- Multitasking and Prioritization
- Microsoft Office
- Verbal and Written Communication
- Diligent Follow Through
Certification
- [Area of certification] Training - [Timeframe]
- [Area of certification], [Company Name] - [Timeframe]
- [Area of expertise] License - [Timeframe]
Timeline
Front Desk Manager
Marriott International, Inc.
06.2021 - Current
VIP Manager
Marriott
11.2016 - 06.2021
Front Office Supervisor
Sheraton JFK Airport Hotel
06.2015 - 11.2016
Customer Service Specialist
Sandals Ochi Beach Resort St. Ann
10.2009 - 04.2015
No Degree - Hospitality
Global University For Learning