Jillian Jones
Kissimmee
Summary
Motivated professional with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination, and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
9
9
years of professional experience
Work History
Front Desk Agent & Front Desk Supervisor
Hersha Hospitality Management LP
Orlando
04.2023 - Current
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Provided support to guests with check-in and check-out procedures.
- Coordinated room assignments by considering guest preferences and special requests whenever possible.
- Oversaw cash and credit card payment transactions at the front desk.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Delegated work to staff, setting priorities and goals.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Resolved customer complaints or answered customers' questions.
- Guided employees in handling difficult or complex problems.
- Resolved guest complaints promptly and followed-up to verify restored satisfaction.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted and welcomed guests in a friendly, professional manner.
- Utilized various software and tools to streamline processes and optimize performance.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
Technical Support Engineer
Concentrix
Orlando
04.2021 - 02.2022
- Conferred with management to discuss and resolve callers complaints.
- Troubleshot, tested, and diagnosed software and hardware issues on computers or devices used by caller.
- Provided technical support to customers via phone, email, and online chat.
- Provided technical support for client inquiries and issues.
- Improved product knowledge on continuous basis to provide optimal service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Housekeeper
Diamond Products & Self Employed
Orlando
01.2016 - 04.2021
- Monitored supply levels and requested new items to maintain completing daily cleaning tasks.
- Completed routine maintenance checks, notifying management of needed repairs.
- Maintained cleaning equipment in good working condition.
- Followed company uniform, performance and security policies with every job.
- Maintained a clean and disinfected environment in all locations.
Education
Notary Public State of Florida - Notary
Huckleberry Notary Bonding
Online Certification10-2021
High School Diploma -
Poinciana High School
Kissimmee, FL01-2019
Skills
- Automated telephone systems
- Room assignments
- Safety and security procedures
- Credit and cash payments
- Registration processing
- Guest amenities
- Financial records oversight
- Word processing
- Team building
- Listening skills
- Transaction processing
- Oral and written communications
- Guest services
- Administrative support
- Clerical duties
- POS systems
- Hospitality services
- Reservations
- Time management
- Front office support
- Housekeeping
- Administrative skills
- Customer service
- Effective planning
- Microsoft office
- Property management systems
- Conflict and issue documentation and resolution
- Training and mentoring
- Guest relations
Timeline
Front Desk Agent & Front Desk Supervisor
Hersha Hospitality Management LP
04.2023 - Current
Technical Support Engineer
Concentrix
04.2021 - 02.2022
Housekeeper
Diamond Products & Self Employed
01.2016 - 04.2021
Notary Public State of Florida - Notary
Huckleberry Notary Bonding
High School Diploma -
Poinciana High School
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