Elise Smalls
Raleigh,NC
Summary
Hospitality and customer service professional with strong experience providing personalized service to hotel guests, including VIP and regular guests. Skilled in guest relations, service coordination, problem resolution, reservations, front desk operations, and supporting daily hotel operations. Brings additional leadership and team-management experience from a successful management background.
Overview
12
12
years of professional experience
Work History
Front Desk Agent, Part-Time
Hampton Inn
Raleigh, NC
06.2025 - Current
- Welcome guests and provide courteous, professional service throughout the check-in and check-out process.
- Assisted guests with reservations, room assignments, and inquiries, ensuring a positive front desk experience.
- Responded to guest concerns and requests promptly and professionally, ensuring accurate guest information management.
- Coordinated with housekeeping and departments to address guest needs, enhancing overall hotel operations.
Service Express Phone Operator/Agent
The Westin Raleigh-Durham Hotel
Raleigh, NC
04.2023 - Current
- Deliver professional, personalized service to hotel guests by promptly responding to calls, requests, and concerns and coordinating with appropriate departments.
- Anticipated needs of VIP and regular guests, addressing requests and following up to enhance overall guest experience.
- Coordinate guest requests with housekeeping, engineering, and other hotel departments to ensure timely service.
- Processed amenity and hospitality orders, guest information, reservations, and communications accurately to facilitate seamless guest interactions.
- Maintain accurate guest records and reservation information while providing clear information about hotel services, transportation, and operating hours.
- Resolved guest concerns and complaints to maintain high levels of satisfaction.
Director
Brentwood Child Care Center
Raleigh, NC
06.2014 - 04.2023
- Managed daily operations, staff development, and compliance for childcare center serving approximately 130 children, ensuring safety and efficient recordkeeping.
- Led staff training and development initiatives, collaborating with specialists and families to coordinate resources that enhanced child care services.
- Managed daily operations, staff development, scheduling, safety, compliance, and recordkeeping for a childcare center serving approximately 130 children.
Education
Medical Office Administration Program - Certification
Gwinnett College
Raleigh, NCAdministration I & II -
Wake Tech Community College
Raleigh, NCSkills
- Front Desk Operations
- Guest Relations
- Customer Service
- VIP Guest Assistance
- Reservation Support
- Service Coordination
- Problem Resolution
- Digital recordkeeping
- Microsoft Suite
- Team Leadership
- Staff Development
- Schedule Management
- Hospitality Operations
Timeline
Front Desk Agent, Part-Time
Hampton Inn
06.2025 - Current
Service Express Phone Operator/Agent
The Westin Raleigh-Durham Hotel
04.2023 - Current
Director
Brentwood Child Care Center
06.2014 - 04.2023
Medical Office Administration Program - Certification
Gwinnett College
Administration I & II -
Wake Tech Community College