Diamond Armstead
Baltimore,MD
Summary
Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent and Night Auditor in busy tourist based properties and creating a memorable stay.
Overview
3
3
years of professional experience
Work History
Front Desk Agent
Holiday Inn Express - Baltimore At The Stadiums
10.2024 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collected room deposits, fees, and payments. Holding companies policies in regards to reservations as business needs.
- Trained new staff members in customer service techniques and hotel operations.
- Answered customer telephone calls promptly and appropriately handled needs while coordinating with other departments.
Front Desk/Night Auditor
Hyatt Regency Baltimore Inner Harbor
01.2023 - 07.2024
- Maintain a friendly and upbeat attitude during the evening for guest checking in on red eye flights.
- Handling large sums of cash, starting at $500 in bank.
- Running reports throughout evening, making sure the appropriate departments are informed of revenue and operations
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Oversaw fast-paced front desk operations and guests' needs at busy facility, assisting with convention group needs .
Front Desk Agent
Holiday Inn Express Hotel-Baltimore, MD
08.2022 - 12.2023
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered customer telephone calls promptly and appropriately handled needs.
- Enforced policies and procedures to increase efficiency.
Education
High School Diploma -
Reach Partnership
Baltimore, MD07-2019
Skills
- Room assignments, knowing room type differences to assist with guest needs best
- Knowledge on Local Attractions, Events, and Restaurants
- Scheduling Pre-Arrivals
- Automated telephone systems
- Proficient in Oracle/Opera System, in addition to Colleague Advantage
Timeline
Front Desk Agent
Holiday Inn Express - Baltimore At The Stadiums
10.2024 - Current
Front Desk/Night Auditor
Hyatt Regency Baltimore Inner Harbor
01.2023 - 07.2024
Front Desk Agent
Holiday Inn Express Hotel-Baltimore, MD
08.2022 - 12.2023
High School Diploma -
Reach Partnership
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