Keiya Lacy
Fort Lauderdale
Summary
Hospitality professional with extensive experience in delivering top-notch guest services and maintaining smooth front desk operations. Known for strong attention to detail and commitment to ensuring pleasant guest experience. Collaborative team player who adapts to changing needs and consistently achieves positive outcomes. Proficient in managing reservations, handling guest inquiries, and resolving issues promptly.
Overview
10
10
years of professional experience
Work History
Hotel Front Desk Receptionist
Courtyard by Marriott
Fort Lauderdale, FL
08.2020 - Current
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Resolved guest inquiries and complaints, enhancing overall satisfaction and loyalty.
- Coordinated room assignments and special requests, optimizing occupancy rates.
- Trained new staff on procedures and customer service best practices, improving team performance.
- Collaborated with housekeeping to ensure timely room availability for guests.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
Front Desk Medical Receptionist
Broward General Hospital
Fort Lauderdale, FL
12.2018 - 08.2020
- Managed patient check-in and appointment scheduling efficiently to enhance front desk operations.
- Implemented electronic health record updates, ensuring accurate patient information retrieval.
- Coordinated communication between patients and medical staff to streamline workflow.
- Processed insurance verification and billing inquiries, contributing to improved revenue cycle management.
- Resolved patient concerns with empathy, improving overall satisfaction and retention rates.
- Maintained organized filing systems for patient records, enhancing data accessibility and security.
- Collaborated with healthcare providers to optimize clinic schedules, reducing wait times for patients.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
Guest Service Representative
Museum of Discovery and Science
Fort Lauderdale, FL
02.2016 - 12.2018
- Assisted visitors with inquiries, enhancing guest engagement and satisfaction.
- Managed ticket sales and reservations using point-of-sale systems efficiently.
- Conducted guided tours, providing informative content about exhibits to enhance visitor experience.
- Collaborated with team members to maintain cleanliness and organization of exhibit areas.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
Education
High School Diploma -
Technical College System Of Georgia
Atlanta, GASkills
- Reservation management
- Professional appearance
- Multilingual proficiency
- Microsoft office
- Guest relations
- Customer service
- Teamwork and collaboration
- Computer skills
- Hospitality services
- Problem-solving
- Detail-oriented
- Data entry
- Phone and email etiquette
- Problem-solving skills
Timeline
Hotel Front Desk Receptionist
Courtyard by Marriott
08.2020 - Current
Front Desk Medical Receptionist
Broward General Hospital
12.2018 - 08.2020
Guest Service Representative
Museum of Discovery and Science
02.2016 - 12.2018
High School Diploma -
Technical College System Of Georgia