Desirae Reynolds
South Charleston
Summary
Dynamic hospitality professional with extensive experience at Holiday Inn Express Hotel, excelling in customer service and front desk management. Proven ability to enhance guest satisfaction through effective problem-solving and personalized attention. Skilled in maintaining high cleanliness standards and training staff, fostering a welcoming environment that encourages repeat business.
Overview
11
11
years of professional experience
Work History
Front Desk Agent
Holiday Inn Express Hotel
Charleston, WV
02.2025 - Current
- Greeted guests warmly, ensuring a positive first impression and exceptional customer service.
- Managed check-in and check-out processes efficiently, maintaining accurate guest records.
- Assisted with reservations and room assignments, optimizing occupancy rates and guest satisfaction.
- Responded to guest inquiries promptly, providing information on hotel services and local attractions.
- Collaborated with housekeeping to ensure timely room readiness and cleanliness standards were met.
- Resolved guest complaints effectively, enhancing overall experience through attentive service recovery efforts.
- Maintained lobby area cleanliness and organization, contributing to a welcoming atmosphere for guests.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- 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.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered multi-line phone system and enthusiastically greeted callers.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
Housekeeper
Holiday Inn Express Hotel
Charleston, WV
06.2024 - 02.2025
- Cleaned and sanitized guest rooms to ensure high standards of cleanliness and comfort.
- Maintained inventory of cleaning supplies, reporting shortages to management for timely replenishment.
- Responded promptly to guest requests for additional amenities or services, enhancing overall satisfaction.
- Inspected rooms post-cleaning to confirm adherence to hotel quality standards before guest occupancy.
- Trained new staff on proper cleaning techniques and safety protocols.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
PCA
Magnolia Assisted Living
Teays Valley, WV
02.2023 - 12.2024
- Documented care provided in electronic health records accurately and timely.
- Assisted patients with dailyh living activities, promoting independence and wellbeing.
- Ensured proper hygiene practices were followed by assisting with bathing, grooming tasks.
- Improved patient comfort by providing compassionate and attentive care.
- Provided emotional support to patients and families during difficult times, fostering trust and rapport.
- Trained new staff on procedures and best practices for resident care.
- Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals.
PCA
In Home Care Services
08.2016 - 10.2020
- Assisted patient with bathing, grooming, dressing, and toileting.
- Helped with mobility, transfers, and fall prevention.
- Monitored vital signs (as permitted by training)
- Assisted with prescribed exercises.
- Prepared light meals and assisted with feeding as needed.
- Maintained a safe and clean living environment.
- Observed and reported changes in client condition and behavior.
- Provided companionship and emotional support.
PCA
Teays Valley Assisted Living
Hurricane, WV
05.2015 - 08.2015
- Documented care provided in electronic health records accurately and timely.
- Assisted patients with dailyh living activities, promoting independence and wellbeing.
- Ensured proper hygiene practices were followed by assisting with bathing, grooming tasks.
- Improved patient comfort by providing compassionate and attentive care.
- Provided emotional support to patients and families during difficult times, fostering trust and rapport.
- Trained new staff on procedures and best practices for resident care.
- Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals.
Education
High School Diploma -
Saint Albans High School
Saint Albans, WVSkills
- Customer service
- Guest services
- Problem-solving skills
- Hospitality services
- Time management
- Listening skills
- Front desk management
- Housekeeping
Timeline
Front Desk Agent
Holiday Inn Express Hotel
02.2025 - Current
Housekeeper
Holiday Inn Express Hotel
06.2024 - 02.2025
PCA
Magnolia Assisted Living
02.2023 - 12.2024
PCA
In Home Care Services
08.2016 - 10.2020
PCA
Teays Valley Assisted Living
05.2015 - 08.2015
High School Diploma -
Saint Albans High School