Dominique Markell
Youngstown
Summary
Results-oriented professional with a track record in front office operations. Skilled in problem-solving, effective communication, and team coordination, contributing to improved guest satisfaction and operational efficiency.
Overview
4
4
years of professional experience
Work History
Front Office Supervisor
Doubletree By Hilton
Youngstown, OH
04.2024 - Current
- Supervised front office operations, ensuring exceptional guest service and satisfaction.
- Trained and mentored staff on customer service protocols and hotel policies.
- Managed room assignments and reservations using property management systems.
- Coordinated with housekeeping to maintain cleanliness standards and efficient turnover times.
- Handled guest inquiries and resolved complaints promptly to enhance experience.
- Developed schedules for front desk staff, optimizing coverage during peak hours.
- Implemented process improvements for check-in/check-out procedures, reducing wait times.
- Conducted regular audits of front office operations to ensure compliance with brand standards.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Supervised daily housekeeping operations, ensuring adherence to cleanliness standards and guest satisfaction.
- Trained and mentored staff on effective cleaning techniques and safety protocols.
- Conducted regular inspections of guest rooms and common areas to maintain quality assurance.
- Collaborated with management to assess inventory needs and order supplies accordingly.
Housekeeper
Doubletree By Hilton
Youngstown, OH
08.2023 - 04.2024
- Maintained cleanliness and organization in guest rooms, common areas, and restrooms.
- Executed detailed cleaning assignments following established hotel standards and protocols.
- Managed inventory of cleaning supplies, ensuring availability and adherence to safety guidelines.
- Collaborated with team members to optimize workflow and enhance guest satisfaction through timely service.
Front Desk Agent
Doubletree By Hilton
Youngstown, OH
09.2022 - 08.2023
- Provided exceptional customer service to guests, ensuring a welcoming and efficient check-in experience.
- Managed reservations using hotel management software, maintaining accurate records for seamless operations.
- Coordinated guest inquiries and resolved issues promptly, enhancing overall satisfaction and loyalty.
- Trained new front desk staff on standard operating procedures and customer service best practices.
Residence Hall Desk Attendant
YSU
Youngstown, OH
01.2022 - 08.2022
- Assisted residents with inquiries and provided exceptional customer service at front desk.
- Managed check-in and check-out processes for residents, ensuring seamless transitions.
- Monitored building security, enforcing policies to maintain a safe environment.
- Coordinated events and activities to foster community engagement among residents.
- Maintained accurate records of resident interactions and facility usage for reporting purposes.
- Provided knowledgeable guidance on campus resources and services to residents seeking assistance or information.
- Improved resource accessibility by maintaining an up-to-date inventory of brochures, flyers, and event calendars at the front desk area.
- Enhanced resident satisfaction by providing friendly and efficient customer service at the front desk.
Education
High School Diploma -
Sharon High School
Sharon, PABachelor of Arts - Journalism
Youngstown State University
Youngstown, OH05-2023
Skills
- Issue handling
- Staff management
- Shift scheduling
- Multitasking proficiency
- Reservation management
- Front desk operations
- Reservations assistance
- Staff training and development
- Oral and writing communication
- Complaint handling
- Employee management
- Staff supervision
- Skilled in Microsoft
- Guest relations management
- Hotel information
- Lost and found management
- Daily shift oversight
- Decision-making capacity
- Exceptional customer support
- Room assignment
- Guest check-in and check-out
- Team management
- Hospitality services
- Cleaning practices
- Cleaning and sanitation
- Training and mentoring
- Department coordination
Timeline
Front Office Supervisor
Doubletree By Hilton
04.2024 - Current
Housekeeper
Doubletree By Hilton
08.2023 - 04.2024
Front Desk Agent
Doubletree By Hilton
09.2022 - 08.2023
Residence Hall Desk Attendant
YSU
01.2022 - 08.2022
High School Diploma -
Sharon High School
Bachelor of Arts - Journalism
Youngstown State University