Javon Smith
Cullen,LA
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Industrious Guest Services Agent adept in expedient complaint resolution through tactful and diplomatic communication combined with resourceful problem-solving. Driven to promote guest satisfaction by going above and beyond to meet needs and exceed expectations.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
Work History
Guest Service Agent , Sales
Holiday Inn Express
08.2023 - Current
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Boosted sales revenue by implementing effective sales strategies and streamlining the sales process.
- Increased sales revenue by implementing effective sales strategies and coaching the sales development team.
- Used key sales tactics to grow membership sales.
- Developed sales strategy to meet established sales objectives.
- Grew sales utilizing business-to-business sales tactics.
Night Auditor
Avid hotel by IHG
04.2022 - 05.2023
- Greeted, registered, and assigned rooms to guests of hotels
- Verified customers' credit, and established how the customer will pay for the accommodation
- Contacted housekeeping or maintenance staff when guests report problems
- Make and confirmed reservations
- Issued room keys
- Kept records of room availability and guests' accounts, manually and using computers
- Performed bookkeeping activities, such as balancing accounts
- Posted charges, such those for rooms or food to ledgers by using computers
- Computed bills, collected payments, and made changes for guests
- Recorded guest comments or complaints, referring customers to managers as necessary
- Reviewed accounts and charges with guests during the check out process
- Advised housekeeping staff when rooms have been vacated and ready for cleaning
- Answered inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment
- Prepared for basic food service, such as setting up continental breakfast or coffee and tea supplies
- Deposited guests' valuables in hotel safes or safe-deposit boxes
- Arranged taxis for customers
- Organized and filed registration cards by check out date and room number
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Kept accounts in balance and ran daily reports to verify totals.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Generated and printed daily financial reports to track hotel performance.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Looked over pending check-ins and payment processes to complete closing procedures.
Guest Service Agent/Driver
Country Inn& Suites Grand
10.2016 - 05.2021
- Greeted, registered, and assigned rooms to guests of hotels
- Verified customers' credit, and established how the customer will pay for the accommodation
- Contacted housekeeping or maintenance staff when guests report problems
- Make and confirmed reservations
- Issued room keys
- Kept records of room availability and guests' accounts, manually and using computers
- Performed bookkeeping activities, such as balancing accounts
- Posted charges, such those for rooms or food to ledgers by using computers
- Computed bills, collected payments, and made changes for guests
- Recorded guest comments or complaints, referring customers to managers as necessary
- Reviewed accounts and charges with guests during the check out process
- Advised housekeeping staff when rooms have been vacated and ready for cleaning
- Answered inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment
- Prepared for basic food service, such as setting up continental breakfast or coffee and tea supplies
- Deposited guests' valuables in hotel safes or safe-deposit boxes
- Arranged taxis for customers
- Organized and filed registration cards by check out date and room number
Guest Service Agent
Hotel Indigo Dallas Downtown Guest Service
02.2016 - 10.2016
- Greeted, registered, and assigned rooms to guests of hotels
- Verified customers' credit, and established how the customer will pay for the accommodation
- Contacted housekeeping or maintenance staff when guests report problems
- Make and confirmed reservations
- Issued room keys
- Kept records of room availability and guests' accounts, manually and using computers
- Performed bookkeeping activities, such as balancing accounts
- Posted charges, such those for rooms or food to ledgers by using computers
- Computed bills, collected payments, and made changes for guests
- Recorded guest comments or complaints, referring customers to managers as necessary
- Reviewed accounts and charges with guests during the check out process
- Advised housekeeping staff when rooms have been vacated and ready for cleaning
- Answered inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment
- Prepared for basic food service, such as setting up continental breakfast or coffee and tea supplies
- Deposited guests' valuables in hotel safes or safe-deposit boxes
- Arranged taxis for customers
- Organized and filed registration cards by check out date and room number
Education
No Degree - Hospility
Tarrant County College District
Arlington Texas04.2013
High school or equivalent -
Mansfield High School
Mansfield, TX06.2012
Skills
- Opera (6 years)
- Guest Services
- Office Management
- Customer service
- Bookkeeping
- Writing and verbal communication
- Guest inquiry resolution
- Listening Skills
- Guest communication
- Data entry proficiency
- Issue Resolution
- Team player mentality
Timeline
Guest Service Agent , Sales
Holiday Inn Express
08.2023 - Current
Night Auditor
Avid hotel by IHG
04.2022 - 05.2023
Guest Service Agent/Driver
Country Inn& Suites Grand
10.2016 - 05.2021
Guest Service Agent
Hotel Indigo Dallas Downtown Guest Service
02.2016 - 10.2016
No Degree - Hospility
Tarrant County College District
High school or equivalent -
Mansfield High School
Similar Profiles
Chastine Ann Elgarico BelardeChastine Ann Elgarico Belarde
Cluster Groups & Events Senior Manager at Crowne Plaza Deira/Crowne Plaza Jumeirah/Holiday Inn Al Maktoum/Staybridge Suites Al Maktoum/Holiday Inn Express Safa Park/Holiday Inn Express Dubai Airport/Holiday Inn Express JumeirahCluster Groups & Events Senior Manager at Crowne Plaza Deira/Crowne Plaza Jumeirah/Holiday Inn Al Maktoum/Staybridge Suites Al Maktoum/Holiday Inn Express Safa Park/Holiday Inn Express Dubai Airport/Holiday Inn Express Jumeirah
Emma NandEmma Nand
Director of Sales - NZ at voco Auckland City Centre (201 KEYS), Holiday Inn Express Auckland (294 KEYS), Holiday Inn Express and Suites Queenstown (227 KEYS)Director of Sales - NZ at voco Auckland City Centre (201 KEYS), Holiday Inn Express Auckland (294 KEYS), Holiday Inn Express and Suites Queenstown (227 KEYS)
Abdul BhedaAbdul Bheda
Regional Director of Operations at Holiday Inn/ Holiday Inn Express & Suites/MarriottRegional Director of Operations at Holiday Inn/ Holiday Inn Express & Suites/Marriott
Faruk BhalooFaruk Bhaloo
Airport Shuttle Driver at Holiday Inn YVR Airport & Holiday Inn ExpressAirport Shuttle Driver at Holiday Inn YVR Airport & Holiday Inn Express
William ChandlerWilliam Chandler
Quality Engineer Intern at Southern AluminumQuality Engineer Intern at Southern Aluminum