DESTINY WILLIAMS
ALSIP
Summary
Lead Front Desk Agent/Security Officer with 8+ years of combined hospitality and security experience delivering high-quality guest service and facility protection. Leverages strong communication, conflict resolution, and time-management skills to streamline check-in/out operations, enforce access controls, and respond to incidents with measured professionalism. Focused on supporting team success, improving guest satisfaction, and applying proven procedures to enhance safety and operational efficiency while pursuing growth in guest services and security leadership.
Overview
6
6
years of professional experience
Work History
FRONT DESK AGENT
Le Méridien Essex Chicago
Chicago
07.2025 - 01.2026
LEAD RESIDENTIAL CONCIERGE
MFort Security Services
02.2025 - 07.2025
- Managed check-in and check-out processes efficiently, reducing wait times and improving overall operational flow.
- Fostered a welcoming atmosphere through effective communication and rapport-building with guests, enhancing their overall experience.
- Monitored guest feedback and collaborated with management to implement service improvements, leading to noticeable gains in positive reviews.
- Guaranteed that all prepaid cards are charged in advance, reservations are accurately billed, and routing is correct.
- Ensured each Elite member is acknowledged according to their tier status and is provided with their benefits and perks.
- Maintained important files, ran reports, and delivered updates on occupancy and revenue.
- Restocked keys, card holders, and water bottles daily to contribute to a smooth check-in process.
- Led a team to streamline concierge services, significantly reducing response times and improving resident feedback.
- Performed routine security checks providing a safe and welcoming environment.
- Coordinated with security and maintenance teams to ensure quick resolution of resident issues, strengthening the community!
- Implemented a comprehensive training program for new concierges, enhancing service quality and increasing resident satisfaction ratings.
- Fostered a positive team environment, encouraging open communication and collaboration to elevate service standards across the board.
- Cultivated a supportive team culture with good leadership skills and providing a safe space for all employees, residents, and visitors.
CONTROL ROOM SUPERVISOR
Securitas Security Services USA
Downers Grove
12.2023 - 01.2025
- Implemented advanced monitoring protocols, significantly reducing incident response times and improving overall safety metrics.
- Confirmed employee and visitor identification before granting entry into the facility. Guaranteeing only authorized personnel have access.
- Oversaw daily operations in the control room, ensuring compliance with security regulations and maintaining high operational standards.
- Screened visitors for weapons and contraband with handheld and walk-through metal detectors.
- Monitored security cameras, alarms, and surveillance systems.
- Responded quickly to emergencies, ensuring appropriate action was taken.
- Conducted investigations into suspicious activity reported by staff, and maintained detailed records of incidents in the control room logbook.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to the company.
FRONT DESK AGENT
The Millennium Knickerbocker
Chicago
12.2019 - 11.2023
- Cultivated strong guest relationships through attentive service, creating a friendly environment that encouraged repeat visits.
- Coordinated with housekeeping and maintenance teams to ensure rooms were ready for guests, enhancing communication and contributing to a seamless guest experience.
- Previewed daily arrivals, looked for reservations that contained comments, and prevented issues from recurring.
- Fostered a welcoming atmosphere at the front desk, ensuring guests felt valued and enhancing their overall experience.
- Verified daily departures and successfully checked out all departing guests ensuring all remaining balances are set to zero.
- Addressed guests' inquiries, requests, and concerns promptly and courteously.
- Guaranteed the lobby was clean, the printer was full, and the keys/packets were restocked!
Education
YCCS-West Chicago
West ChicagoSkills
- Customer Service
- Time Management
- Team Leadership
- Conflict Resolution
- Communication Skills
- Adaptability
- Detail Oriented
- Collaborative Team Player
Timeline
FRONT DESK AGENT
Le Méridien Essex Chicago
07.2025 - 01.2026
LEAD RESIDENTIAL CONCIERGE
MFort Security Services
02.2025 - 07.2025
CONTROL ROOM SUPERVISOR
Securitas Security Services USA
12.2023 - 01.2025
FRONT DESK AGENT
The Millennium Knickerbocker
12.2019 - 11.2023
YCCS-West Chicago