JALEN MCCAIN
Washington,DC
Summary
Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner.
Overview
4
4
years of professional experience
Work History
Front Office Supervisor
Hilton Garden Inn Hotel
815 14th St NW
04.2023 - Current
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled and assigned daily work and activities for team members.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversee front desk operations/valet/bell staff with eye for hotel reputation, staff productivity, and operational efficiency.
- Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand/hotel standards.
- Performing bookkeeping activities such as balancing accounts and conducting audits.
Overnight Supervisor
Hilton Garden Inn/Hampton Inn Ronald Reagan Air
Arlington, VA
02.2023 - 03.2024
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies
- Kept accounts in balance and ran daily reports to verify totals
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew
- Looked over pending check-ins and payment processes to complete closing procedures.
- Oversee all Front office operations/ parking/ staff/guest related issues
Lead Front Desk Agent
Hyatt Place National Mall
Washington, DC
04.2022 - 02.2023
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism
- Streamlined check-in process to decrease wait times and increase customer satisfaction
- Assisted guests with check-ins, account inquiries and any additional services needed
- Answered guest inquiries and provided information regarding hotel services and amenities.
Shift Leader
Wingstop
01.2021 - 08.2021
- Trained new employees and delegated daily tasks and responsibilities
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
Skills
- Evaluate Performance
- Organization and Recordkeeping
- Credit and Cash Payments
- Customer Service Management
- Staff Development
- VIP Guest Relations
- Time Management
- Listening Skills
- Constructive Feedback
- Hospitality Service Expertise
- Request Management
- Room Assignments
- Guest Service Oversight
- Staff Supervision
- Check-In and Check-Out Procedures
- Effective Customer Service
- Multi-Line Phone Systems
- Revenue Management
Timeline
Front Office Supervisor
Hilton Garden Inn Hotel
04.2023 - Current
Overnight Supervisor
Hilton Garden Inn/Hampton Inn Ronald Reagan Air
02.2023 - 03.2024
Lead Front Desk Agent
Hyatt Place National Mall
04.2022 - 02.2023
Shift Leader
Wingstop
01.2021 - 08.2021