Joy E. Keke
Chicago
Summary
Seasoned hospitality professional with 7+ years of experience in front office operations, guest services, hotel consulting, and event coordination. Proven success in coordinating hotel operations, improving guest satisfaction, and ensuring seamless front office and housekeeping communication. Detail-oriented, organized, and committed to service excellence. Passionate about delivering exceptional guest experiences through strategic planning and personalized service.
Overview
10
10
years of professional experience
Work History
Guest Experience Representative
Hyatt Regency Chicago
Chicago
09.2023 - 12.2024
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Managed front desk operations including cash handling and credit card transactions.
- Ensured accuracy of all reservations, billing details, and room rates.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
SALES OFFICE COORDINATOR
CROWNE PLAZA LONDON
London
06.2022 - 08.2023
- Coordinated travel arrangements for office personnel.
- Organized customer information into databases and maintained accurate records.
- Computed, recorded and proofread data or reports.
- Managed calendars of sales personnel by scheduling meetings, conferences and other events.
- Supported sales agents by compiling sales and marketing collateral materials and organizing special promotional events to enable customer acquisition.
Hospitality Consultant
HOSPITALITY GROUNDWORKS
Lagos
03.2021 - 02.2022
- Developed and managed feasibility studies, contract documentation, and pre-opening operational reviews.
- Supported budgeting, vendor coordination, and financial reporting for hospitality clients.
- Led operational reviews and feasibility studies for hotels and mixed-use developments, including Nelson Mandela Gardens and Iconic Towers.
- Designed pre-opening strategies, developed SOPs, and coordinated soft launches, and menu engineering.
HOSPITALITY & EVENTS COORDINATOR
CGC EVENTS
Leeds
11.2018 - 01.2020
- Coordinated administrative workflows, financial documentation, and scheduling for corporate events and vendor contracts.
- Supported marketing communication tasks, including event invitations, internal memos, and vendor proposals.
- Maintained client records and tracked billing files, ensuring data accuracy across projects.
- Supported internal communications and event marketing initiatives, including promotional emails and event collateral.
- Supervised front office operations, ensuring smooth guest service and efficient check-ins/checkouts.
- Assisted in coordinating group reservations, liaising with multiple departments to guarantee seamless service.
- Resolved guest inquiries and complaints promptly, enhancing satisfaction and loyalty.
- Monitored compliance with brand standards and quality assurance requirements, consistently improving service performance.
GUEST SERVICE SUPERVISOR
DOUBLE TREE BY HILTON
Leeds
01.2017 - 08.2018
- Administered check-in of all guests, performed pre-assignment of room procedures, and maintained records of all special requests to ensure guest satisfaction.
- Handled high volumes of phone calls and emails, providing appropriate information to guests, and taking guest reservations.
- Coordinated with housekeeping and maintenance departments to ensure room readiness and resolve any guest-related issues.
- Monitored inventory of front desk supplies and placed orders as necessary to ensure availability.
GUEST SERVICE AGENT
DOUBLE TREE HILTON
02.2015 - 12.2016
- Responded to telephone calls from guests promptly and courteously.
- Assisted in resolving customer complaints in a courteous and professional manner.
- Managed guest check-in and check-out procedures, reservations and payments.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Education
M.D. - International Business with Tourism & Hospitality
The University of Huddersfield
United Kingdom01.2020
Bachelor of Arts - Business with Journalism
The University of Huddersfield
United Kingdom01.2018
Skills
- Administrative Support
- Scheduling & Calendar Management
- Financial documentation (billing, invoicing, expense tracking)
- Documentation (preparation, handling, proofreading, editing)
- CRM Management (Client Databases)
- Travel and logistics management
- Clerical support and office administration
- Meeting coordination
- Microsoft Office Suite (Word, Excel, PowerPoint, Teams)
- Google Workspace (Docs, Sheets, Drive)
- Reservation management
- Data entry
- Housekeeping collaboration
- Concierge services
- Computer skills
- Inventory management
- Salesmanship
- Hotel software expertise
- Reservation management system
References
Available upon request
Affiliations
- Travelling
- Book collection
Languages
English
Full Professional
Spanish
Limited
References
References available upon request.
Timeline
Guest Experience Representative
Hyatt Regency Chicago
09.2023 - 12.2024
SALES OFFICE COORDINATOR
CROWNE PLAZA LONDON
06.2022 - 08.2023
Hospitality Consultant
HOSPITALITY GROUNDWORKS
03.2021 - 02.2022
HOSPITALITY & EVENTS COORDINATOR
CGC EVENTS
11.2018 - 01.2020
GUEST SERVICE SUPERVISOR
DOUBLE TREE BY HILTON
01.2017 - 08.2018
GUEST SERVICE AGENT
DOUBLE TREE HILTON
02.2015 - 12.2016
M.D. - International Business with Tourism & Hospitality
The University of Huddersfield
Bachelor of Arts - Business with Journalism
The University of Huddersfield
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