Summary
Overview
Work History
Education
Skills
Community Service
Languages
Interests
Awards
Timeline
Irada Shields

Irada Shields

Waldorf

Summary

Experienced hospitality professional with 7+ years in customer-facing and supervisory roles across hotels, spas, and wellness services. Proven expertise in front office management, reservations, customer service, and revenue strategies. Adept in handling high-pressure situations, team leadership, and delivering exceptional guest experiences.

Skilled in enhancing customer experience, overseeing reservation systems, and training staff. Focused on team collaboration and achieving outcomes. Reliable, adaptable, and efficient with strong communication and organizational skills.

Overview

22
22
years of professional experience

Work History

Reservations Supervisor

The Hotel Washington
08.2024 - 04.2025
  • Managed individual, group, and corporate reservations with accuracy.
  • Liaised with Sales & Conference Services to maintain group blocks and special requests.
  • Delivered exceptional guest service and resolved complex reservation issues.
  • Generated pickup reports and communicated trends to leadership teams.
  • Input and monitor rooming lists, cut-off dates, and special requests for group arrivals
  • Assist Revenue and Front Office teams in monitoring room inventory and availability
  • Ensure rate parity across all channels and maintain proper rate codes and restrictions in the PMS/CRS

Front Office Manager

The Hotel Washington
04.2022 - 04.2024
  • Oversaw daily front office operations, including staff supervision, guest check-ins/outs, and cashiering.
  • Directed front desk, bell staff, concierge, and night audit teams.
  • Ensured compliance with SOPs, safety regulations, and brand standards.
  • Worked with Revenue and Housekeeping to optimize occupancy and guestroom readiness.
  • Conducted briefings, performance reviews, and scheduling for department staff.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.

Front Desk Agent

The Hotel Washington
06.2021 - 04.2022
  • Greeting guests as they arrive, focusing on personal recognition in a warm and authentic manner
  • Retrieve necessary identification documents and form of payment upon guest arrival
  • Reviews arrival list daily and assist in preparing and assembling welcome amenities
  • Responsible for issued bank, count bank at the beginning and end of shift
  • Ensure that all cash drops are done in accordance with proper cash procedures
  • Maintain front desk area to be clean and organized
  • Assisting with lobby activation as needed
  • Follow through and feel ownership of guests requests
  • Resolve guests complaints in professional and efficient manner
  • Actively participate in a Front Desk upsell program
  • Other duties as assigned

Owner/Operator

Ceragem Nova, LLC
05.2019 - 02.2021
  • Operated wellness and retail services prior to closing due to the COVID-19 pandemic.
  • Oversaw inventory, marketing, and customer relations.

Spa Concierge/Supervisor

Argentta Spa, The Watergate Hotel D.C.
11.2016 - 10.2018
  • Ambassador for Tripadvisor
  • Responsible for booking appointments, checking in guests, escorting them through a tour of the facilities, and checking guests out at the end of their services
  • Ensure guests have an enjoyable, customizable experience from beginning to end
  • Training new front desk staff in day to day operations and booking procedures
  • Keyholder; responsible for opening and closing the spa
  • Selling retail products
  • Resolving any guest issues
  • Creating a warm and pleasant environment for guests

Sales Manager

Russian Gourmet LLC
10.2013 - 03.2017
  • Ensure high levels of customer satisfaction through excellent sales and service
  • Oversees all store functions, including managing inventory levels, handling merchandising, setting prices, and supervising sales staff
  • Ensuring compliance with all company sales and organizational practices, monitoring organizational metrics, and designing unique sales strategies

Front Desk Receptionist

Caesar's Forum Hair salon and spa
08.2003 - 08.2005
  • Properly open and close the spa according to the standard operating procedures
  • Greeting every guest in a professional, welcoming manner
  • Answering phone calls promptly
  • Assisting guests with questions regarding spa services and products
  • Accurately book, change and cancel appointments utilizing our computer system
  • Process payment for services and products
  • Actively promote the sales of spa retail products and gift cards
  • Maintain a clean well organized reception area

Education

Associate Degree in Sales -

College Of Commerce, Baku, Azerbaijan
06-1996

Skills

  • Customer Service Excellence
  • Communication
  • Complex Problem Solving
  • Multilingual: English, Russian, Azerbaijani/Turkish
  • Team Leadership & Training
  • Strategy & Process Development
  • Hotel & Retail Management
  • Project & Budget Management
  • Time Management
  • PMS & Reservation Systems (Infor HMS, Opera, Delphi, SynXis)
  • Reservation Management
  • Revenue Optimization

Community Service

World Hope International/Azerbaijan, Community Development/Activities, 1999-12, 2003-08, Worked directly with refugee settlements and orphanages, provided necessities to the communities., Coordinated site visits with contributors and arranged interaction between donors and refugees/orphans., Taught refugees/orphans English language skills and organized enrichment activities during their days with the program., Budget planning and allocated funding.

Languages

Russian
Native or Bilingual
English
Full Professional
Turkish
Limited Working

Interests

  • Exploring famous landmarks, historical sites, and cultural attractions in a new destination
  • Historical Exploration
  • Hiking
  • Road Trips
  • I enjoy cooking for friends and family gatherings
  • Growing herbs, vegetables, or fruits in home gardens


Awards


Hotel Washington. Employee of the Month, November 2024

Honored for consistently going above and beyond to ensure guest satisfaction while fostering a collaborative and efficient team environment.
The Watergate Hotel (Argentta Spa). Employee of the Month(multiple times)
Awarded multiple times for superior customer service, dedication to guest satisfaction, and outstanding contributions to the spa team’s success.

Timeline

Reservations Supervisor - The Hotel Washington
08.2024 - 04.2025
Front Office Manager - The Hotel Washington
04.2022 - 04.2024
Front Desk Agent - The Hotel Washington
06.2021 - 04.2022
Owner/Operator - Ceragem Nova, LLC
05.2019 - 02.2021
Spa Concierge/Supervisor - Argentta Spa, The Watergate Hotel D.C.
11.2016 - 10.2018
Sales Manager - Russian Gourmet LLC
10.2013 - 03.2017
Front Desk Receptionist - Caesar's Forum Hair salon and spa
08.2003 - 08.2005
College Of Commerce - Associate Degree in Sales,

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Irada Shields