De’Anna Boles
Savannah,GA
Summary
Dynamic Front Desk Agent with a proven track record at Aloft Hotel, excelling in customer service and problem-solving. Enhanced guest satisfaction through personalized service and efficient operations, fostering loyalty and repeat business. Skilled in cash handling and adept at building rapport, ensuring a welcoming environment for all guests.
Overview
18
18
years of professional experience
Work History
Front Desk Agent/Night Audit
Aloft Hotel
07.2024 - Current
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Increased customer loyalty with exceptional communication skills and personalized service.
Front Desk Agent
Homewood Suites
04.2019 - 03.2024
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Increased repeat business by developing personal connections with guests and addressing their needs.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Facilitated welcoming environment, greeting guests upon arrival.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
Front Desk Agent
Fairfield Inn Marriott
12.2018 - 03.2019
- Greeted and assisted guests with check-in and check-out processes.
- Managed reservations using property management system effectively.
- Provided information on hotel services, local attractions, and amenities.
- Handled guest inquiries and resolved issues promptly to enhance satisfaction.
- Coordinated with housekeeping to ensure room readiness for arrivals.
- Processed payments and maintained accurate financial records at front desk.
- Monitored lobby activities to ensure a welcoming atmosphere for guests.
- Trained new staff on front desk procedures and customer service standards.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Daycare Teacher
Lets Talk Learning Center
08.2016 - 10.2018
- Organized educational materials and classroom resources to create an inviting learning space.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Provided a safe and nurturing environment for children, regularly monitoring indoor and outdoor spaces for potential hazards.
- Actively encouraged children to develop their communication, problem-solving and social skills.
- Developed strong relationships with parents through regular communication about their child''s progress and needs.
- Assisted in preparation of meals and snacks to provide children with proper nutrition.
- Engaged with children on individual basis to build positive relationships and promote learning.
- Guided students through daily routines, instilling a sense of responsibility and independence within each child.
- Collaborated with fellow daycare teachers to create a cohesive educational experience across all classrooms within the center.
- Maintained accurate documentation of student progress, behavior incidents, and parent-teacher conferences for review as needed.
- Implemented creative art projects to encourage self-expression and fine motor skill development among young children.
- Led small group instruction tailored to each child''s unique abilities and interests, ensuring personalized attention during learning activities.
Daycare Teacher
Little Blessyns Childcare
05.2011 - 10.2015
- Fostered a safe and inclusive environment, ensuring children's emotional and physical well-being.
- Collaborated with parents to communicate children's progress and address developmental needs effectively.
- Facilitated group activities to enhance social skills and teamwork among children.
- Developed and implemented engaging lesson plans to promote early childhood learning and development.
Front Desk Receptionist
Memorial University Medical Center
01.2023 - 08.2024
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Maintained accurate appointment schedules, optimizing time management for staff and clients.
- Assisted with phone inquiries, providing timely information and directing calls appropriately.
- Coordinated office supplies inventory, enhancing operational efficiency through effective resource management.
Cashier
Publix
10.2008 - 04.2010
- Operated cash register efficiently, processing customer transactions accurately and swiftly.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Improved store atmosphere with thorough and prompt cleaning of checkout area.
Cashier
McDonald’s
11.2007 - 07.2008
- Assisted customers with inquiries, providing exceptional service to enhance overall experience.
- Maintained cleanliness and organization of work area, ensuring compliance with health and safety standards.
- Handled cash management tasks, including balancing registers at the end of shifts for accuracy.
- Trained new staff on operational procedures, promoting adherence to company policies and standards.
- Resolved customer complaints effectively, demonstrating strong problem-solving skills in high-pressure situations.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Education
Criminal Justice
Saint Leo University
Saint Leo, FLHigh School Diploma -
Savannah High School
Savannah, GA05.2009
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
Timeline
Front Desk Agent/Night Audit
Aloft Hotel
07.2024 - Current
Front Desk Receptionist
Memorial University Medical Center
01.2023 - 08.2024
Front Desk Agent
Homewood Suites
04.2019 - 03.2024
Front Desk Agent
Fairfield Inn Marriott
12.2018 - 03.2019
Daycare Teacher
Lets Talk Learning Center
08.2016 - 10.2018
Daycare Teacher
Little Blessyns Childcare
05.2011 - 10.2015
Cashier
Publix
10.2008 - 04.2010
Cashier
McDonald’s
11.2007 - 07.2008
Criminal Justice
Saint Leo University
High School Diploma -
Savannah High School