Justyce Willis
Charlotte,NC
Summary
Dynamic and results-oriented professional with extensive experience in hospitality, notably with The Iveys Hotel. Excelled in enhancing guest satisfaction and streamlining operations, demonstrating exceptional problem-solving and customer service skills. Proven track record in improving efficiency and guest relations, adept at cash handling and front office support.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
The Iveys Hotel
02.2024 - Current
- Enforced policies and procedures to increase efficiency.
- Collaborated with staff to ensure seamless operations
- Building rapports with guest to create a perfect experience.
Front Desk Agent
Holiday Inn
11.2018 - 06.2023
- Maintained clean and organized front desk areas to uphold polished company image.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered multi-line phone system and enthusiastically greeted callers.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collected room deposits, fees, and payments.
Night Auditor
Sheraton Hotel & Resorts
07.2019 - 10.2022
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Kept accounts in balance and ran daily reports to verify totals.
Night Auditor
Holiday Inn
12.2016 - 01.2019
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Maintained clean and organized front desk areas to uphold polished company image.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
Education
Hempstead High School
Hempstead, NY07.2012
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Hospitality services
- Time Management
- Guest Relations
- Oral and written communications
- Guest accommodations
- Listening Skills
- Administrative Skills
- POS Systems
- Administrative Support
- Front Office Support
Timeline
Front Desk Agent
The Iveys Hotel
02.2024 - Current
Night Auditor
Sheraton Hotel & Resorts
07.2019 - 10.2022
Front Desk Agent
Holiday Inn
11.2018 - 06.2023
Night Auditor
Holiday Inn
12.2016 - 01.2019
Hempstead High School
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