- Getting involved in local advocacy groups to promote positive change in the community
- Writing instructional manual for work operations and training
- I enjoy writing stories that showcase strength, motivation and life's journey
- Creating digital artwork using software like Photoshop, Illustrator, or Procreate
JANINE GRAHAM
Fort Lauderdale
Summary
Guest services professional known for maintaining high standards and achieving results. Proven track record in enhancing guest experiences and resolving concerns. Reliable team collaborator who adapts well to changing needs, showcasing strong interpersonal and communication skills.
Extremely organized, flexible, focused and reliable on enhancing guest/client services and operational efficiency.
Overview
10
10
years of professional experience
Work History
Hotel Guest Service Representative
Club Wyndham Palm Aire
08.2024 - Current
- Managing reservations, checking guests in and out, and assisting with any needs or requests they may have during their stay.
- Communicate and build rapport with guests.
- Handle guest requests, such as assisting with extra towels, communicating maintenance issues etc.
- Assist with check-in and check-out processes, including handling payments and issuing keys.
- Answer phone calls and respond to online inquiries in a timely manner.
- Assist with organizing and setting up events and meetings.
- Handle guest complaints and questions.
- Assist guests with folios and charges during check out process, collect payments, and make change for guests.
Hotel Front Desk Specialist
Best Western Plus Hotel
08.2021 - 04.2025
- Managing reservations, checking guests in and out, and assisting with any needs or requests they may have during their stay.
- Communicate and build rapport with guests.
- Handle guest requests, such as assisting with extra towels, communicating maintenance issues etc.
- Assist with check-in and check-out processes, including handling payments and issuing keys.
- Answer phone calls and respond to online inquiries in a timely manner.
- Assist with organizing and setting up events and meetings.
- Handle guest complaints and concerns with grace and professionalism.
- Perform light cleaning duties, such as wiping down counters and restocking supplies and market items.
Front Desk Supervisor
Holiday Inn Miami Beach
Miami Beach
01.2024 - 08.2024
- Schedule Shifts for front desk staff.
- Supervises work load during shifts.
- Handle guest complaints and concerns with grace and professionalism.
- Managing reservations, checking guests in and out, and assisting with any needs or requests they may have during their stay.
- Communicate and build rapport with guests.
- Handle guest requests, such as assisting with extra towels, communicating maintenance issues etc.
- Assist with check-in and check-out processes, including handling payments and issuing keys.
- Answer phone calls and respond to online inquiries in a timely manner.
- Assist with organizing and setting up events and meetings.
Front Desk Lead
Holiday Inn and Suites
Boca-Raton
05.2021 - 01.2024
- Provide the highest quality of service to the customer at all times and maintain the hotel's high standard of service and hospitality.
- Greet and register guests and provide room assignments accommodating special requests whenever possible.
- Assist guests with general services such as check cashing, making change, and answering any general questions.
- Train new front desk staff.
- Manage different accounts, such as DayUse, CLC Lodging, IHG rewards payments, Booking.com.
- Schedule Shifts.
- Supervises work load during shifts.
- Handle guest complaints and questions.
Hotel Front Desk Night Auditor
Holiday Inn & Suite
Pittsburgh, PA
09.2019 - 01.2020
- Communicate with the previous shift, organize shift and review remaining reservations that are to arrive.
- Interior cleaning: empty all ashtrays, pick up loose debris from floor.
- Correct room discrepancies hotel operating system.
- Check bucket listing to ensure accuracy.
- Complete night audit to close out current days’ activity and allow new reservation to update.
- Complete draw cash count.
Design Specialist/Customer Service
Vista Print
Jamaica
08.2016 - 01.2019
- Developing and designing visual content for digital and print media.
- Revise and improve designs based on feedback and project requirements.
- Managing multiple design projects simultaneously while meeting deadlines.
- Communicate with marketing and development team to create cohesive designs.
- Communicate with clients regarding designs creation and modifications.
Educator
Ascott Primary School
St Catherine Jamaica
09.2015 - 01.2017
- Developed and implemented innovative lesson plans tailored to diverse learning styles.
- Utilized technology to enhance student engagement and facilitate interactive learning experiences.
- Collaborated with colleagues to design and execute curriculum improvements based on student feedback.
- Mentored new educators, providing guidance on classroom management and instructional strategies.
- Analyzed student performance data to identify areas for academic improvement and tailored interventions accordingly.
Education
College Degree - Education/ Teacher
Catholic College of Mandeville
Kingston Jamaica05-2014
Skills
- Proficiency in OPERA, Synxis system, Visual Matrix, Quore, Choice Advantage
- Excellent math and computer skills
- Ability to respond quickly and accurately to guest requests
- Excellent interpersonal, listening and communication skills
- Excellent guest/customer service skills; Over 20 years experience
- Ability to manage multiple tasks and communicate with multiple parties simultaneously, while remaining organized and keeping an attention to detail
- Trainer on Hotel Operating System
- Detail-oriented
- Issue resolution
- Multitasking Abilities
- Clear communication
Interests
Timeline
Hotel Guest Service Representative
Club Wyndham Palm Aire
08.2024 - Current
Front Desk Supervisor
Holiday Inn Miami Beach
01.2024 - 08.2024
Hotel Front Desk Specialist
Best Western Plus Hotel
08.2021 - 04.2025
Front Desk Lead
Holiday Inn and Suites
05.2021 - 01.2024
Hotel Front Desk Night Auditor
Holiday Inn & Suite
09.2019 - 01.2020
Design Specialist/Customer Service
Vista Print
08.2016 - 01.2019
Educator
Ascott Primary School
09.2015 - 01.2017
College Degree - Education/ Teacher
Catholic College of Mandeville
Awards
Employee of the Year 2022 - Holiday inn and suites