Dornika Doughty
New Orleans,LA
Summary
Highly motivated and skilled customer service rep. Looking for a company that can utilize my past skills and experiences as a supervisor in customer service and housekeeping industry. Looking for a company that I can also learn and grow in. I am a Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Old 77 Hotel
New Orleans, LA
05.2022 - 06.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
Housekeeping Supervisor
Pontchartrain Hotel
New Orleans, LA
10.2018 - 03.2022
- Cleaning rooms remaking beds with fresh sheets and pillowcases dusting furniture replacing magazine's if needed, Going in bathroom cleaning bathrooms replacing amenities, fresh towels, Kleenex, toilet paper if needed sweeping and mopping bathroom out
- Dust and vac my way out the room for the next Guest.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Worked with front desk to respond promptly to all guest requests.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Provided ongoing feedback and support to housekeeping staff, fostering a culture of continuous improvement and professional development.
Front Office Manager
Blake Hotel
New Orleans, LA
07.2017 - 08.2018
- My position is to open up get on the computer to print out hotel status get the housekeeper boards together give they boards and let the knows what project should be done for the day
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Oversaw guest registration process by verifying personal information accuracy in line with security protocols.
Hotel Inspector
St. James Hotel
12.2016 - 03.2017
- Prepared reports detailing findings of inspections, investigations, and tests.
- Ensured compliance with industry regulations through meticulous attention to detail during inspections.
- Delivered detailed reports on findings from inspections, helping stakeholders understand areas requiring attention or improvement in order to maintain regulatory compliance.
- Improved quality assurance procedures to minimize errors and increase effectiveness of inspections.
- Mentored junior inspectors, sharing industry expertise to enhance their skills and abilities in performing thorough inspections.
- Identified repair and upgrade requirements needed to meet safety and quality standards.
- Provided expert guidance on best practices related to quality control and assurance, supporting continuous improvement efforts within the organization.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
- Increased room availability by managing time wisely and completing tasks within designated deadlines.
- Contributed to property upkeep by proactively identifying and reporting maintenance needs to management.
Housekeeper
Hotel De La Monnaie
New Orleans, LA
05.2016 - 10.2016
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Adhered to professional house cleaning checklist.
- Coordinated with the front desk to prioritize room assignments based on guest arrivals and departures.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Contacted customers to return routine and general calls promptly.
- Responded to customer calls and emails to answer questions about products and services.
Housekeeping/Lobby Attendent
St. James Hotel
New Orleans, LA
11.2014 - 02.2016
- Cleaning rooms making beds changing old sheets for fresh new sheets changing dirty towels for clean ones replacing old amenities with new ones checking coffee station dusting sweeping mopping/cleaning the lobby by dusting mopping changing trash checking lobby restrooms refreshing cleaning changing trash replacing tissue Kleenex hand sanitizer soap mopping and sweeping it out.
Education
General Studies -
Alcee Fortier Senior High School
Skills
- Cleaning
- Housekeeping
- Cleaning Experience
- Communications
- Hospitality
- Laundry
- Residential Cleaning
- Commercial Cleaning
- Custodial Experience
- Training and mentoring
- Goal-Oriented
- Staff Management
- Complex Problem-Solving
- Processes and procedures
- Customer Service
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Customer Relations
Additional Information
Intelligent hard worker I'm a team player report to work on time will work weekends and holidays, and also willing to relocate to work. And I also did different janitorial and office cleaning with my aunt.
Personal Information
- Willing To Relocate: Anywhere
- Title: Housekeeping Supervisors, Lobby Attendant, Laundry Attendant, Building Cleaner, House Cleaner
Timeline
Customer Service Representative
Old 77 Hotel
05.2022 - 06.2024
Housekeeping Supervisor
Pontchartrain Hotel
10.2018 - 03.2022
Front Office Manager
Blake Hotel
07.2017 - 08.2018
Hotel Inspector
St. James Hotel
12.2016 - 03.2017
Housekeeper
Hotel De La Monnaie
05.2016 - 10.2016
Housekeeping/Lobby Attendent
St. James Hotel
11.2014 - 02.2016
General Studies -
Alcee Fortier Senior High School