Jennifer Joseph
Homestead,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in Hospitality industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Front Desk Supervisor
Holiday Inn Key Largo
Key Largo, FL
07.2023 - Current
- Supervised front desk operations, ensuring exceptional guest service and satisfaction.
- Led team training initiatives to enhance staff performance and operational efficiency.
- Managed scheduling and workflow to optimize resource allocation and reduce wait times.
- Implemented new check-in procedures that streamlined guest arrivals and improved accuracy.
- Resolved guest inquiries and issues promptly, contributing to positive reviews and repeat business.
- Monitored inventory levels of supplies, coordinating with vendors for timely procurement.
- Developed standard operating procedures that increased consistency in service delivery.
- Analyzed customer feedback to identify areas for improvement in service offerings and amenities.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
Front Desk Supervisor
Islander Resort
Islamorada, FL
12.2020 - Current
- Handled payment processing and provided customers with receipts and proper bills and change.
- Managed guest check-in and check-out procedures, reservations and payments.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Managed customer complaints and rectified issues to complete satisfaction.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Welcomed large volume of guests and improved overall customer service.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Arranged special accommodations for guests to enhance visitor experiences.
- Monitored reservations to track incoming parties and special events.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
Housekeeper Supervisor
Marriott, Residence Inn
Coconut Grove , FL
09.2017 - 03.2020
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
- Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.
- Developed training programs to build employee performance, improve employee engagement and increase employee retention.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Collaborated with multiple departments to maximize workflow and efficiency.
Front Desk Agent
Marriott, Residence Inn
Coconut Grove , FL
09.2016 - 09.2017
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Monitored reservations to track incoming parties and special events.
- Handled payment processing duties and provided customers with receipts and proper bills and change.
- Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
- Drafted and maintained incident reports, daily activity logs and other documents requested by management.
- Coordinated with internal departments to handle wide range of guest needs.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Posted room charges such as food, liquor and telephone calls based on individual customer actions.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
Guest Adventures/Camp Cheeca Counselor
Cheeca Lodge& Spa
Islamorada, FL
12.2013 - 09.2016
- Handled income journal, and entered and verified data entry in the daily report.
- Respond to customer requests in helpful, polite, and confident manner.
- Reconciled daily activity and closed all accounts in preparation for the new day.
- Plan events for holidays for kids.
- Collect and post payments.
- Trained and coached new members in performing all basic training functions.
- Keep billing records AmeriCrops Student Services Associate.
AmeriCorp Agent
Branches, INC
Florida City, FL
06.2014 - 07.2015
- Worked with high risk elementary through college students during after school tutoring, life skills, conflict resolution, recreational activities.
- Determined individual needs of students in Branches program.
- Focused on youth development and mentoring with Haitian and central American students.
- Completed periodic reports of student’s attendance, progress, and challenges.
- Participate in team planning for large events with youth.
- Lesson planning.
Education
Associate of Arts -
Miami Dade College
Homestead, FLBachelor of Science - Business Supervision and Management
Miami Dade college
Homestead, FlSkills
- Department coordination
- Staff evaluations
- Guest relations
- Cleaning practices
- Expense tracking
- Customer service-focused
- Time management
- Invoice processing
- Effective planning
- Team collaboration
- Recordkeeping
- Hospitality services
- Package and mail receipt
- Customer assistance and interaction
- Oral and writing communication
- Listening skills
- Email and telephone decorum
- CPR certified
- Microsoft Office
- Fluent in Creole
Timeline
Front Desk Supervisor
Holiday Inn Key Largo
07.2023 - Current
Front Desk Supervisor
Islander Resort
12.2020 - Current
Housekeeper Supervisor
Marriott, Residence Inn
09.2017 - 03.2020
Front Desk Agent
Marriott, Residence Inn
09.2016 - 09.2017
AmeriCorp Agent
Branches, INC
06.2014 - 07.2015
Guest Adventures/Camp Cheeca Counselor
Cheeca Lodge& Spa
12.2013 - 09.2016
Associate of Arts -
Miami Dade College
Bachelor of Science - Business Supervision and Management
Miami Dade college