Jamarius Yarbrough
Duluth,GA
Summary
Multifaceted Hospitality/Customer Service expert with a Bachelors in Hospitality Management. Helping and serving others is my passion. As a Hospitality/Hotel Services Manager and past Sales professional, I bring extensive experience and expertise in managing and optimizing hotel operations and sales strategies. With a strong focus on delivering exceptional customer service, I have a proven track record of successfully leading teams and a comprehensive knowledge of hospitality industry trends, customer preferences, and market dynamics. Which allows me to develop innovative strategies to enhance guest experiences and maximize profitability. With a strategic mindset, excellent communication skills, and a passion for delivering outstanding results, I am dedicated to achieving operational excellence, building life long guest relationships, and consistently exceeding business targets. I strive to maintain a highly professional and efficient work ethic in the workplace. With these qualities coupled with my knowledge of the industry, I believe I would be an asset to any team
Overview
7
7
years of professional experience
Work History
Front Desk Supervisor
Marriott Atlanta Peachtree Corners
Atlanta , GA
Current - Current
- Greet and welcome guests upon arrival with a warm and friendly demeanor
- Register guests and assign rooms, accommodating special requests whenever possible
- Provide information about hotel amenities, services, and local attractions
- Answer phone calls and respond to inquiries in a timely and professional manner
- Assist guests with check-out process, including processing payments and providing receipts
- Handle guest complaints or concerns with patience and empathy, escalating issues as needed
- Communicate closely with Housekeeping and Maintenance regarding discrepancies and quality of rooms division
- Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation.
- Ensured that all safety regulations were followed at all times.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
Group Reservations Coordinator
Doubletree by Hilton
Atlanta , GA
07.2022 - 10.2023
- Answer telephone inquiries, accurately transfer calls to appropriate Sales/Catering
- Assist in finding new accounts
- Communicate with group clients and guests as needed to confirm reservation/group information
- Building groups and allocating inventory into the PMS system
- Managing rooming lists and provide rooming lists to group clients
- Building Attendee Websites
- Building groups in PMS system, setting up account billing
- Processes group reservation information including rooming lists, suites, resumes and billing requirements
- Participate in revenue management calls with SMR colleagues; lead property tactics with GM/Hotel Manager support
- Composes and distributes routing correspondence, reports or contracts (to include BEOs, Sales Contracts, PACE Reports, Statistical Reports) based upon organizational practice, policies, and at the direction of the Director of Sales or GM.
- Coordinated group reservations for hotel guests, ensuring accurate data entry and payment processing.
- Created detailed reports of all group reservation activities, including number of rooms booked, average daily rate, duration of stay, and total revenue.
- Collaborated with marketing team members to develop creative campaigns that drive more bookings from key segments.
Front Desk Manager
Hilton
Alpharetta , GA
05.2021 - 07.2022
- Manage and oversee all front desk operations while providing exceptional customer service
- Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate
- Read and respond to Guest Assistance/SALT reviews, questions, concerns
- Implement company programs and supervise the daily operations of the Front Desk to comply with SOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers
- Prepare reports and assist in overseeing the Front Desk & Guest Services Upsell & Inventive Programs to maximize revenue
- Create and post all Front Office associate schedules
- Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office associates and other employees
- Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions
- Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation
- Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Front Desk Supervisor
Hilton
Memphis , TN
10.2018 - 05.2021
- Oversee all day-to-day operations of the front desk
- Helping implement a strategy to improve SALT scores and surveys
- Check guests in and out, following hotel protocols and obtaining method of payment per standards
- Maintain accurate and complete knowledge of the hotel's Emergency Procedures and know action steps to take during emergency situations
- Resolving disputes with guest
- Maintain a positive work environment.
Front Desk Supervisor
Hilton Garden Inn
Nashville , TN
03.2018 - 10.2018
- Oversee all day-to-day operations of the front desk
- Helping implement a strategy to improve SALT scores and surveys
- Check guests in and out, following hotel protocols and obtaining method of payment per standards
- Maintain accurate and complete knowledge of the hotel's Emergency Procedures and know action steps to take during emergency situations
- Resolving disputes with guest
- Maintain a positive work environment.
- Monitored the front desk staff to ensure proper customer service was provided.
- Provided support to guests with check-in and check-out procedures.
- Maintained up-to-date knowledge of hotel services, features and local attractions and activities.
- Performed administrative tasks such as filing documents, answering phone calls and emails.
- Coordinated room assignments by considering guest preferences and special requests whenever possible.
Guest Experience Agent
Embassy Suites
Murfreesboro , TN
10.2016 - 03.2018
- Greeting guest as they arrive on property ensuring they have a great stay
- Maintain and make sure the front desk area and lobby are up to par
- Responsible for cash drawer and all transactions done under my credentials
- Answer the phone in a courteous and professional manner
- Making sure to handle guest PPI information with care and security.
Education
Bachelor of Arts - Tourism And Hospitality Management
Middle Tennessee State University
Murfreesboro, TN05-2018
Skills
- Guest Relations
- Cash control
- Reservations Management
- Team building and supervision
- VIP priority options
- Word Processing
- Hospitality services
- Purchasing report updating
- Hotel operations
- Reservation Management
- Travel Coordination
- Revenue management
- Property Management Systems
- Multi-Line Phone Systems
- Night auditing
- Guest Relations Management
- Employee supervising
- Room Inspections
- Transaction Processing
- Conflict Management
- Up Selling
- Time Management
- Detailed
- Data Analysis
- Salesforce
- Sales Tracking
References
References available upon request.
Timeline
Front Desk Supervisor
Marriott Atlanta Peachtree Corners
Current - Current
Group Reservations Coordinator
Doubletree by Hilton
07.2022 - 10.2023
Front Desk Manager
Hilton
05.2021 - 07.2022
Front Desk Supervisor
Hilton
10.2018 - 05.2021
Front Desk Supervisor
Hilton Garden Inn
03.2018 - 10.2018
Guest Experience Agent
Embassy Suites
10.2016 - 03.2018
Bachelor of Arts - Tourism And Hospitality Management
Middle Tennessee State University
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