Jeany Toingar
Phoenix,AZ
Summary
Recently graduated biologist from Howard University that is hardworking and self-motivated. Extensive experience in research, laboratory work, and hospitality.
Overview
6
6
years of professional experience
Work History
Guest Service Agent
Conrad by Hilton
09.2023 - Current
- Developed and maintained strong relationships with hotel guests to ensure satisfaction and repeat business
- Coordinated with housekeeping department to ensure timely availability of clean rooms for guests
- Provided prompt, efficient, and luxury service to all guests, ensuring a positive experience
- Coordinated with management to address guest concerns and resolve issues
- Maintain accurate and up-to-date knowledge of local attractions, events, and restaurants to provide recommendations and information to hotel guests
- Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
- Receive, input, retrieve and relay messages to guests
- Collaborate with the housekeeping and Sakura Club team to identify potential upsell opportunities and promote hotel amenities to guests during check-in and throughout their stay
- Pre-assign rooms to incoming reservations to ensure room type availability and to open opportunity for upsells
- Provide personalized service to hotel guests, including check-in and check-out processes, answering inquiries, and resolving guest issues.
Front Desk Agent
Homewood Suites by Hilton
09.2022 - Current
- Developed and maintained strong relationships with hotel guests to ensure satisfaction and repeat business
- Coordinated with housekeeping department to ensure timely availability of clean rooms for guests
- Provided prompt, efficient, and friendly service to all guests, ensuring a positive experience
- Checked guests in and out in a timely fashion
- Coordinated with management to address guest concerns and resolve issues
- Completed guest requests by delivering items to their rooms
- Fixed TVs, doors, drawers, and A/C units as needed
- Changed and maintained the cleanliness of the coffee station
- Stocked the marketplace to ensure a visually appealing display
- Assisted management with billing guests accurately
- Conducted night audit to ensure a smooth and efficient system transition
- Trained 5 coworkers on the policies and operations of the hotel
- Trained the front desk manager on the OnQ system
- Maintain accurate and up-to-date knowledge of local attractions, events, and restaurants to provide recommendations and information to hotel guests
- Collaborate with the sales team to identify potential upsell opportunities and promote hotel amenities to guests during check-in and throughout their stay.
Guest Experience Agent
Residence Inn by Marriott
06.2022 - 08.2022
- Assisted guests with any special requests or accommodations
- Provided exceptional customer service to guests, ensuring their needs are met and exceeded during their stay
- Checked guests in and out efficiently
- Created reservations
- Stocked the marketplace
- Created individualized amenity bags for top members
- Communicated with the Mayo Clinic to see what guest needs in their room
- Registered the most people for Bonvoy Rewards in the company
- Received Employee of the Month
- Assist guests with transportation needs, including driving the shuttle bus to transport guests to and from designated locations
- Maintain a friendly and welcoming atmosphere for guests, ensuring they feel valued and comfortable during their stay
- Coordinate and manage guest requests, ensuring prompt and efficient resolution.
Crew Member
Culver's
06.2018 - 01.2022
- Collaborated with team members to maintain a clean and organized work area, ensuring efficient and smooth operations
- Developed and maintained a positive relationship with customers to ensure a high level of customer satisfaction
- Delivered exceptional customer service by greeting and assisting guests with enthusiasm and a friendly demeanor
- Worked collaboratively with team members to create a welcoming and friendly atmosphere for customers, ensuring a positive dining experience
- Took initiative to identify and suggest improvements to enhance operational efficiency and customer satisfaction
- Consistently followed all food safety and sanitation procedures to ensure the health and safety of customers and team members
- Consistently followed all company policies and procedures to maintain a high standard of quality and safety in the workplace
- Trained 10 of the crew members during my tenure on operations, guidelines, and policies at Culver's
- Trained new crew members
- Closed the store for a smooth incoming shift.
Education
Bachelor of Science - Biology
Howard University
Washington, D.C.05.2024
Skills
Critical Thinking
Communications
Research
Laboratory Work
Hospitality
Public Speaking
Awards
- Employee of the Month, Residence Inn by Marriott, July, 2022
- Employee of the Quarter, Homewood Suites by Hilton, April, 2023
- Nominee of the Arrow Award, Conrad by Hilton, January, 2024
Volunteer Experience
Volunteer, Valleywise Health Center, Phoenix, AZ, 05/2022 - 08/2022, Developed a reputation for punctuality and hard work., Assisted in the creation of procedures for volunteering in the neurology department. Management recognized me for providing outstanding customer service., Provided excellent service and attention when dealing with customers face-to-face or over the phone., Assisted in neurology by doing their non-medical work so then they could focus more on the patient care., Assisted patients with getting insurance and appointments as needed.
References
- Dr. Mildred Pointer | Howard University | mildred.pointer@howard.edu
- Jeremy Edwards | Hilton | jeremy,edwards@conradhotels.com
- Jazymne Johnson | Hilton | jazmyne.johnson@baywoodhotels.com
Timeline
Guest Service Agent
Conrad by Hilton
09.2023 - Current
Front Desk Agent
Homewood Suites by Hilton
09.2022 - Current
Guest Experience Agent
Residence Inn by Marriott
06.2022 - 08.2022
Crew Member
Culver's
06.2018 - 01.2022
Bachelor of Science - Biology
Howard University