Jessey Thompson
Bartow,FL
Summary
Dedicated guest experience professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Specialty in problem solving and guest resolutions.
Overview
3
3
years of professional experience
Work History
Guest Services Agent
Holiday Inn Express Hotel Suites
Bartow, FL
06.2020 - Current
- Set and managed policies for concierge services and guest relations.
- Trained junior team members in customer service strategies and property policies.
- Monitored reviews and social networking sites and feeds to respond to questions or complaints.
- Checked guests into and out of hotel.
- Created and delivered effective training materials and courses.
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Coordinated arrivals and departures of VIPs.
- Supervised team of [Number] front desk agents and helped to resolve issues arising during shifts.
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Guest Services Agent
Holiday Inn Express
Lakeland , FL
01.2019 - 05.2020
- Checked guests into and out of hotel.
- Generated daily reports for [Area] and [Area].
- Reviewed upcoming events and planned for expected challenges.
- Applied sales skills to maintain full hotel occupancy.
- Coordinated arrivals and departures of VIPs.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Took notes on long-term and return customers in order to deliver personalized customer treatment and service.
Education
High School Diploma -
Lakeland Senior High School
Lakeland, FL05.2008
Skills
- Customer service standards
- Team Training
- Improving processes
- Quality controls
- Increasing occupancy
- Check-in procedures
- Guest relations
- Customer service abilities
- Conflict management
- Implementing policies
- Guest experiences
- Reservations management
Timeline
Guest Services Agent
Holiday Inn Express Hotel Suites
06.2020 - Current
Guest Services Agent
Holiday Inn Express
01.2019 - 05.2020
High School Diploma -
Lakeland Senior High School