Iyonna Newman
Virginia Beach,VA
Summary
Dynamic customer service professional with extensive experience at Dave & Buster's, excelling in front desk operations and team leadership. Proven ability to enhance guest satisfaction through effective conflict resolution and attention to detail. Skilled in managing multi-line phone systems and optimizing processes for improved efficiency.
Overview
2022
2022
years of professional experience
Work History
Front Desk Receptionist
Dave & Buster's
2023 - 2024
- Greeted and welcomed guests, ensuring positive first impressions.
- Scheduled reservations and coordinated events, optimizing guest experience and operational flow.
- Processed customer payments and transactions accurately using point-of-sale systems.
- Managed multi-line phone system, directing calls efficiently to appropriate departments.
- Assisted in training new staff on front desk procedures and customer service standards.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Front Desk Team Leader
Frankie’s Fun Park
2018 - 2020
- Supervised front desk operations, ensuring smooth guest check-in and check-out processes.
- Trained and mentored new front desk staff on customer service protocols and procedures.
- Resolved guest inquiries and complaints promptly, enhancing overall guest satisfaction.
- Coordinated scheduling for staff shifts to optimize coverage during peak hours.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Housekeeper
Limestone College
Gaffney, SC
05.2020 - 01.2022
- Supervised daily cleaning operations, ensuring adherence to sanitation standards across campus facilities.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
Education
Health Sciences
MedCerts
High School Diploma -
North Mecklenburg High School
Huntersville, NCSkills
- Customer service
- Front desk operations
- Team leadership
- Conflict resolution
- Event coordination
- Multi-line phone system
- Guest relations
- Communication skills
- Problem resolution
- Time management
- Data entry accuracy
- Client relationship building
- Process optimization
- Attention to detail
- Listening skills
- Telephone etiquette
Timeline
Housekeeper
Limestone College
05.2020 - 01.2022
Front Desk Receptionist
Dave & Buster's
2023 - 2024
Front Desk Team Leader
Frankie’s Fun Park
2018 - 2020
Health Sciences
MedCerts
High School Diploma -
North Mecklenburg High School