Ebony Thurman
Las Vegas,NV
Overview
10
10
years of professional experience
Work History
Lead Guest Service Agent
Hotel June
Los Angeles
08.2021 - 05.2026
- Maintained a 98% positive guest satisfaction rating by resolving escalations quickly.
- Resolved guest inquiries and complaints promptly.
- Managed guest check-in and check-out processes efficiently.
- Trained 5+ new hires on customer service standards and standard cash-handling protocols.
- Coordinated with housekeeping to ensure room readiness.
- Maintained accurate records of guest information and preferences.
- Managed daily cash drawer reconciliations and bank deposits averaging $15,000 per shift.
Senior Front Desk Agent
Ace Hotel Chicago
Chicago, Illinois
09.2017 - 08.2021
- Processed check-ins, check-outs, and reservations for 150+ luxury hotel rooms, ensuring smooth guest experiences.
- Generated additional $2,000 in monthly revenue through upselling room upgrades and amenities.
- Maintained cash drawer integrity by accurately processing payments, contributing to financial reliability.
- Balanced shift audits and corrected billing discrepancies, achieving 100% accounting accuracy and enhancing financial accountability.
Guest Service Representative/ Cashier
McGrath Lexus of Chicago
Chicago , IL
07.2016 - 09.2017
- Greeted customers warmly and provided exceptional service throughout their visit.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Assisted clients with vehicle inquiries and showcased available models effectively.
- Managed appointment scheduling for test drives and service consultations seamlessly.
Education
Associate of Science - Business
Columbia College
Chicago, IL06-2005
Skills
- Check-in procedures
- Guest relations
- Complaint resolution
- Hospitality management
- Payment processing
- Cash management
- Financial reporting
- Revenue management
Hobbies
- Strategy games and puzzles
- Enjoys creative writing
- Loves photography
Timeline
Lead Guest Service Agent
Hotel June
08.2021 - 05.2026
Senior Front Desk Agent
Ace Hotel Chicago
09.2017 - 08.2021
Guest Service Representative/ Cashier
McGrath Lexus of Chicago
07.2016 - 09.2017
Associate of Science - Business
Columbia College