Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Hi, I’m
Jatoya Roach
Nashville,TN
Summary
Overview
3
years of professional experience
Work History
Element Hotel
Front Desk Agent
09.2023 - Current
Job overview
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Developed and maintained positive relationships with guests for satisfaction.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Provided primary customer support to internal and external customers.
- Oversaw fast-paced front desk operations and guests' needs at busy facility
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout
- Answered multi-line phone system and enthusiastically greeted callers
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers
- Promoted hotel brand's loyalty program via social media, email and direct mail
Best Western Hotel
Front Desk Agent
04.2022 - 09.2023
Job overview
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Resolved service-related problems and documented actions in system.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Implemented marketing and promotional initiatives to increase occupancy.
Super 8 Hotel
Front Desk Agent
09.2021 - 02.2022
Job overview
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Education
Heart College Of Beauty ServicesKingston, Jamaice
Associate of Arts
07.2021
University Overview
Spanish Town HighSpanish Town, Jamaica
High School Diploma
07.2018
University Overview
Greenwich All AgeKingston, Jamaica
No Degree
07.2016
University Overview
Carmel Basic SchoolKingston, Jamaica
07.2007
University Overview
Skills
- Room assignments
- Registration processing
- Lobby auditing
- Automated telephone systems
- Problem-solving skills
- Time management
- Supply stocking
- Multi-line phone systems
- Correspondence management
- Welcoming guests
- Team Building
- Guest services
- Sales expertise
Timeline
Front Desk Agent
Element Hotel
09.2023 - Current
Front Desk Agent
Best Western Hotel
04.2022 - 09.2023
Front Desk Agent
Super 8 Hotel
09.2021 - 02.2022
Heart College Of Beauty Services
Associate of Arts
Spanish Town High
High School Diploma
Greenwich All Age
No Degree
Carmel Basic School
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