Jae H. Lee
Brooklyn,NY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
Assistant Front Office Manager
The Peninsula New York
New York, NY
09.2022 - Current
- Drafted employee work schedules to fill coverage gaps.
- Supervised payroll corrections for accuracy and duplications.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Interacted with customers by phone, email or in-person to provide information.
- Trained new-hires on customer service procedures to better service customers.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Handled billing information over phone.
Guest Service Manager
The Hoxton
Brooklyn, NY
03.2021 - 08.2022
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Implemented procedures and services to improve hotel services and amenities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Monitored staff training, scheduling and shift changes.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Supervised team of 6 front desk agents and helped to resolve issues arising during shifts.
- Carried out day-to-day duties accurately and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
Front Desk Agent
Soho House
Chicago, IL
09.2017 - 09.2019
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Used internal software to process reservations, check-ins and check-outs.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered customer telephone calls promptly and appropriately handled needs.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Collected room deposits, fees and payments.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Front Desk Agent
The Ritz Carlton
Chicago, IL
04.2017 - 09.2017
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collected room deposits, fees and payments.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
Basketball Team Manager
Roosevelt University
Chicago, IL
08.2014 - 03.2016
- Maintained practice and strength-building equipment and purchased new equipment to replace deficient pieces.
- Documented scores and stats of games and distributed results to appropriate people.
- Organized bus and air transport for players for away games and tournaments.
- Distributed schedules containing game and practice dates and locations to league officials and press.
Education
Bachelor of Science - Hospitality And Tourism Management
Roosevelt University
Chicago, IL 08.2014 - 12.2020
Skills
Guest experiences
Guest accommodations
Reservations management
Proficient in Opera
Issue handling
Hotel information
Relationship building
Staff Management
Travel Management
Timeline
Assistant Front Office Manager
The Peninsula New York
09.2022 - Current
Guest Service Manager
The Hoxton
03.2021 - 08.2022
Front Desk Agent
Soho House
09.2017 - 09.2019
Front Desk Agent
The Ritz Carlton
04.2017 - 09.2017
Bachelor of Science - Hospitality And Tourism Management
Roosevelt University
08.2014 - 12.2020
Basketball Team Manager
Roosevelt University
08.2014 - 03.2016