Jeannette Kelly
Corona,NY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Mailroom Coordinator
The Mark Hotel
06.2021 - Current
- Manage daily shipping requests, coordinating with carriers to ensure prompt pick-up and delivery of parcels.
- Facilitate communication between departments by promptly addressing inquiries and concerns related to mail services.
- Provide Personal Shopper services upon request.
- Maintain accurate records of all incoming and outgoing shipments, ensuring proper documentation and compliance with company procedures.
- Responsible for receipt, delivery and returns for The Met Gala.
- Maintain mailroom supply inventories, purchase orders and vendor supplies.
Guest Experience Representative
The Roosevelt Hotel
08.2015 - 03.2020
- Answered multi-line phone system with professionalism and assisted callers appropriately.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Coordinated with housekeeping, security and maintenance teams to ensure timely room availability and high-quality standards.
- Managed room inventory effectively to minimize overbooking situations.
- Used internal software to process reservations, check-ins and check-outs.
- Completed daily checklist, updated pass on log/board, and ran daily reports.
Guest Experience Representative
The InterContinental Barclay
05.2004 - 09.2014
- Managed a high volume of incoming calls from both internal and external sources, ensuring efficient call routing and minimal wait times.
- Maintained accurate records of maintenance requests via HOTSOS and coordinated with the engineering department to ensure timely repairs or replacements when needed.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Ensured accurate billing procedures were followed at all times to prevent discrepancies on guest invoices upon checkout.
- Completed daily checklist, updated pass on log/board, and ran daily reports.
- Facilitated seamless room bookings and reservation modifications for guests on a timely basis.
- Managed lost and found items efficiently, reuniting guests with their belongings whenever possible.
Education
Diploma/Certificate -
Grapevine/Colleyville ISD
Grand Prairie, TXCovid-19 Contact Tracing
John's Hopkins University
Baltimore, MD01.2021
Skills
- Shipping and receiving
- Switchboard Operation
- Complaint Handling
- Front Desk Operations
- Hotel software knowledge
- Exceptional communication
- Customer Service
- Computer Skills
- Vendor interaction
- Property Security
- Information Protection
Profile - Skills
Communication, Customer Service, Problem Solving, Flexibility, Team Work, OPERA, HOTSOS, KNOWCROSS, LightSpeed, Saflok, MS-SHIFT, MS Office
Brand Experience
The Mark, The Roosevelt, The Westin, The Park Central, The Andaz, The InterContinental Barclay, The Swissotel The Drake, The Ritz-Carlton Central Park South.
Languages
Spanish
Native or Bilingual
Timeline
Mailroom Coordinator
The Mark Hotel
06.2021 - Current
Guest Experience Representative
The Roosevelt Hotel
08.2015 - 03.2020
Guest Experience Representative
The InterContinental Barclay
05.2004 - 09.2014
Diploma/Certificate -
Grapevine/Colleyville ISD
Covid-19 Contact Tracing
John's Hopkins University
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