Summary
Overview
Work History
Education
Skills
Timeline
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Ilana Fuller

Greenville,SC

Summary

Knowledgeable and dedicated customer service professional with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

4
4
years of professional experience

Work History

Senior Property Host

Mint House
05.2023 - 05.2024
  • Oversaw management of 60 rental units between two properties in downtown Greenville, SC by conducting regular unit inspections to verify compliance of cleanliness, quality, and company brand standards.
  • Demonstrated exceptional problem-solving abilities in navigating challenging guest scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Maintained in-stock levels through precise inventory management and reordered materials as required.
  • Assigned housekeeping staff to specific shifts and unit blocks based on abilities and daily requirements.
  • Coordinated with housekeeping staff to ensure timely room turnover, resulting in higher guest satisfaction.

Hospitality Associate

Mint House
03.2023 - 05.2023
  • Greeted guests upon arrival, assisted with check-in process, and acted as on-site concierge by fulfilling guest requests and providing local area recommendations.
  • Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
  • Ensured cleanliness standards were met throughout all guest units and public areas of the building by conducting regular inspections.
  • Communicated repair needs to maintenance staff.
  • Developed rapport with guests through active listening skills, leading to higher retention rates and positive feedback from clients.

Assistant Front Office Manager

The Westin Poinsett Hotel
08.2022 - 11.2022
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty
  • Managed room inventory to optimize revenue opportunities during high-demand periods.
  • Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.

Front Office Supervisor

The Westin Poinsett Hotel
02.2022 - 08.2022
  • Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
  • Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
  • Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
  • Developed strong relationships with repeat guests through personalized service and attention to detail in meeting their needs.

Front Desk Agent

The Westin Poinsett Hotel
10.2021 - 02.2022
  • Assisted with guest check-in and collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Answered multi-line phone system and handled incoming calls professionally, directing inquiries to appropriate personnel as needed.

Front of House Manager

White Duck Taco Shop
05.2021 - 10.2021
  • Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
  • Resolved guests complaints while maintaining positive customer environment.
  • Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.
  • Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
  • Performed cash handling activities and secured nightly bank deposits.
  • Developed and implemented marketing initiatives to increase sales and revenue.

Bartender/Server

White Duck Taco Shop
08.2020 - 05.2021
  • Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
  • Contributed to a positive work environment through effective teamwork and communication with colleagues.

Education

Bachelor of Arts: Psychology -

Winthrop University
Rock Hill, SC
12.2016

Skills

  • Customer Service
  • Interpersonal Communication
  • Problem-Solving
  • Time Management
  • Strong Analytical Skills
  • Detail-Oriented
  • Proper Phone Etiquette
  • Independent Worker
  • MS Office
  • Google Suite

Timeline

Senior Property Host

Mint House
05.2023 - 05.2024

Hospitality Associate

Mint House
03.2023 - 05.2023

Assistant Front Office Manager

The Westin Poinsett Hotel
08.2022 - 11.2022

Front Office Supervisor

The Westin Poinsett Hotel
02.2022 - 08.2022

Front Desk Agent

The Westin Poinsett Hotel
10.2021 - 02.2022

Front of House Manager

White Duck Taco Shop
05.2021 - 10.2021

Bartender/Server

White Duck Taco Shop
08.2020 - 05.2021

Bachelor of Arts: Psychology -

Winthrop University

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