Jazzmin Mckoy
Charlotte,NC
Summary
Dynamic Front Desk Agent with IHG Hotels & Resorts, recognized for enhancing guest satisfaction through exceptional service and effective problem-solving. Proven ability in cash handling and guest relations, consistently achieving high customer loyalty. Skilled in managing front desk operations and training new staff, fostering a collaborative environment that drives team success.
Hospitality professional prepared to bring extensive customer service experience to new role. Proven ability to handle guest inquiries and issues efficiently while maintaining positive atmosphere. Reliable team player with strong focus on collaboration and adaptability to changing needs. Notable skills include effective communication and problem-solving.
Overview
17
17
years of professional experience
Work History
Front Desk Agent
IHG Hotels & Resorts
Charlotte, NC
05.2025 - 08.2025
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
Front Desk Agent
IHG Hotels & Resorts
Fort Worth, TX
04.2024 - 05.2025
- Answered multi-line phone system and enthusiastically greeted callers.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Maintained high levels of guest privacy by securely managing personal information.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Facilitated welcoming environment, greeting guests upon arrival.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
Babysitter
Hazel Graham
Charlotte, NC
03.2008 - 01.2020
- Played games, worked on puzzles, and read books to young children.
- Communicated positively with children and guardians.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Maintained a clean and organized environment to ensure the well-being of children under care.
- Prepared healthy, age-appropriate snacks and meals.
- Reassured children when upset providing emotional support and stability.
- Bathed, dressed, and helped with teeth brushing as part of bedtime preparation.
- Assisted with meal preparation, light housekeeping and laundry to support family with additional chores.
- Taught children to organize toys, wash hands, and share by leading by example.
- Handled conflicts between siblings effectively using conflict resolution techniques resulting in a more peaceful household.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Improved child safety by vigilantly monitoring play areas and consistently enforcing rules.
- Created a fun and educational atmosphere by incorporating age-appropriate games and activities that promoted learning while keeping children entertained.
- Built lasting bonds with the families I worked with through excellent communication skills creating strong rapport which led me being recommended amongst friends.
- Offered emotional support by actively listening to children''s concerns and responding empathetically while fostering their problem-solving abilities.
Customer Service Manager
Harris Teeter
Charlotte, NC
03.2016 - 06.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Education
West Mecklenburg High
Charlotte, NCNo Degree - Medical Assistance
Kaplan College
Charlotte, NCSkills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality services
- Time management
- Credit and cash payments
- Guest relations
- Oral and written communications
- Listening skills
- Administrative skills
- Microsoft office
- POS systems
- Room assignments
Timeline
Front Desk Agent
IHG Hotels & Resorts
05.2025 - 08.2025
Front Desk Agent
IHG Hotels & Resorts
04.2024 - 05.2025
Customer Service Manager
Harris Teeter
03.2016 - 06.2019
Babysitter
Hazel Graham
03.2008 - 01.2020
West Mecklenburg High
No Degree - Medical Assistance
Kaplan College