Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Jothson pollas

Dedham,MA

Summary

Results-oriented professional with extensive experience in hotel operations at Sheraton Hotels, specializing in customer service and problem resolution. Demonstrated success in improving guest satisfaction through effective communication and meticulous attention to detail. Skilled in utilizing hotel management software and adept at maintaining high service standards in fast-paced environments.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Front Desk Guest Service Agent

Sheraton Hotels
Needham, MA
04.2025 - Current
  • Welcomed guests with friendly service and efficient check-in procedures.
  • Managed reservation systems to ensure accurate guest bookings and room assignments.
  • Responded promptly to guest inquiries and resolved issues effectively.
  • Coordinated with housekeeping to maintain room readiness for incoming guests.
  • Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.
  • Assisted in processing payments and handling cash transactions securely.
  • Handled high volume of phone calls and routed to proper guest or internal department.

Courier

FedEx
Needham, MA
08.2019 - 03.2025
  • Followed company policies and procedures during shift
  • Accurately process freight goods safely and efficiently following company protocols
  • Operated vehicle safely in highly congested areas with no traffic violations
  • Established lasting relationships with customers by delivering packages on time, interacting professionally and responding promptly to questions
  • Developed strong interpersonal and communication skills from interacting professionally with dispatchers, upper management and peers

Front Desk Agent

Hilton Boston/Dedham
06.2019 - 10.2021
  • Provide consistent superior service to prospective and current guests
  • Including booking reservations, resolving complaints and scheduling special services
  • Promote local amenities, events and venues
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.

Guest Service Agent/Front Desk Agent

Fairfield Inn Marriott
05.2016 - 04.2018
  • Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
  • Collected room deposits, fees, and payments.
  • Maximized revenue by upselling room upgrades and additional services.
  • Handled cash transactions accurately, balancing daily reports at the end of each shift.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Greeted guests upon arrival by providing warm welcome.
  • Managed check-in and check-out procedures for guests.

Interpreter/Coordinator

Haitian Organization program for Education & Health, HOPEH
01.2007 - 01.2014
  • Performed various administrative and event planning services
  • Facilitated weekly board/staff meetings to determine strategic plan and direction in fundraising, community outreach, public visibility, volunteer recruitment/recognition, business partnerships, and facility development
  • Provided translation and interpretation services via face-to-face and telephone as well as translating print articles/documents

Education

Certificate - (AWS) Amazon Web Services

Yellowtail-Tech
Online
09-2025

Associate of Science - Information Technology

Mass Bay Community College
Wellesley, MA
12.2020

Skills

  • Customer service excellence
  • Technical troubleshooting
  • Microsoft Office Suite
  • Database management
  • Python programming
  • Effective communication
  • Linux proficiency
  • Hospitality expertise
  • Front desk operations
  • Problem-solving abilities
  • Attention to detail
  • Independent work skills
  • Cloud computing knowledge
  • Professional appearance
  • Guest relations management
  • Bilingual in French and Haitian Creole

Languages

5

Certification

  • I am life insurance agent licensee

Timeline

Front Desk Guest Service Agent

Sheraton Hotels
04.2025 - Current

Courier

FedEx
08.2019 - 03.2025

Front Desk Agent

Hilton Boston/Dedham
06.2019 - 10.2021

Guest Service Agent/Front Desk Agent

Fairfield Inn Marriott
05.2016 - 04.2018

Interpreter/Coordinator

Haitian Organization program for Education & Health, HOPEH
01.2007 - 01.2014

Certificate - (AWS) Amazon Web Services

Yellowtail-Tech

Associate of Science - Information Technology

Mass Bay Community College

Similar Profiles

CREATE PROFILE