Kiana Creer
Richmond,VA
Summary
Dedicated professional exceeding expectations in all roles, consistently finishing tasks ahead of schedule with strong communication skills. Eager to expand knowledge and skills through continuous learning opportunities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Guest Service Representative
Graduate Hotel
04.2025 - Current
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Streamlined check-in/check-out processes, enhancing guest satisfaction and operational efficiency.
- Managed reservation systems to ensure accurate bookings and minimize errors.
- Trained new team members on service standards and operational procedures.
- Monitored lobby operations to maintain cleanliness and organization, ensuring a welcoming environment.
- Facilitated communication between departments to optimize guest experiences and service delivery.
- Implemented feedback mechanisms to gather guest insights for continuous service improvement.
- 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.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
PCA Personal Care Assistant
Praise Home Health and Staffing
12.2020 - Current
- Administered daily living activities, ensuring comfort and safety for clients.
- Assisted with mobility and transportation, enhancing client independence.
- Monitored vital signs, reporting changes to healthcare professionals promptly.
- Maintained accurate documentation of patient care and progress notes.
Night Auditor
Spring Hill Suites
04.2024 - 04.2025
- Managed front desk operations, ensuring accurate guest check-ins and check-outs.
- Audited daily financial reports, reconciling discrepancies to maintain accuracy.
- Supervised night staff, providing guidance and support to enhance team performance.
- Implemented improved procedures for cash handling, reducing errors significantly.
Night Auditor
Hampton by Hilton
03.2023 - 12.2023
- Monitored security systems to ensure guest safety and property protection overnight.
- Conducted inventory checks on supplies, optimizing stock levels for operational efficiency.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Kept accounts in balance and ran daily reports to verify totals.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Front Desk Agent
Homewood Suites by Hilton
11.2022 - 03.2023
- Managed guest check-in and check-out processes to ensure smooth arrival and departure experiences.
- Provided exceptional customer service by addressing guest inquiries and resolving issues promptly.
- Coordinated room assignments and maintained accurate records in property management system.
- Trained new front desk staff on operational procedures and hotel policies to enhance team performance.
- Collected room deposits, fees, and payments.
Call Center Customer Service Representative/ sales agent
Vacation Village Resorts
09.2022 - 10.2022
- Managed high-volume inbound calls, addressing customer inquiries and resolving issues efficiently.
- Trained new team members on call handling protocols and customer service best practices.
- Utilized CRM software to track customer interactions and ensure accurate record-keeping.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Night Auditor
Hampton inn & suites
06.2022 - 10.2022
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
Front Desk Supervisor
Delta by Marriott
03.2022 - 07.2022
- Supervised front desk operations, ensuring exceptional guest service and satisfaction.
- Trained and mentored new staff on customer service protocols and hotel systems.
- Managed scheduling, optimizing staff coverage for peak check-in and check-out times.
- Implemented process improvements, enhancing efficiency in reservations and guest inquiries.
- Resolved guest complaints promptly, maintaining high standards of hospitality.
- Conducted regular training sessions on hotel policies and procedures for team development.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
Front Office Manager/Receptionist
Homewood Suites by Hilton
08.2021 - 02.2022
- Oversaw daily front office operations, ensuring exceptional guest experiences and adherence to brand standards.
- Trained and mentored front desk staff, fostering a collaborative and efficient work environment.
- Implemented process improvements that enhanced check-in/check-out efficiency and reduced guest wait times.
- Managed guest inquiries and resolved issues promptly, maintaining high satisfaction levels throughout the stay.
- Coordinated room assignments and ensured optimal occupancy rates through effective management of reservations system.
- Developed staff schedules to align with business demands, optimizing labor costs while maintaining service quality.
- Conducted regular performance evaluations, providing constructive feedback to promote professional development among team members.
- Collaborated with housekeeping and maintenance teams to uphold property standards and address any operational challenges efficiently.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Coached employees through day-to-day work and complex problems.
GSA
Homewood Suites by Hilton
04.2021 - 08.2021
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Organized and detail-oriented with a strong work ethic.
GSA
Hampton Inn and Hampton Inn & Suites
01.2020 - 12.2020
- I worked all shifts at the front desk. The responsibilities are to make sure the guest is satisfied and is properly checked in and out the hotel. If there are any problems that take place my job is to apologize for the inconvenience and resolve any issue that the guest may have.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Worked flexible hours across night, weekend, and holiday shifts.
Call Center Customer Service Representative
Teleperformance
11.2019 - 11.2020
- Resolved customer inquiries efficiently via phone and chat, enhancing overall satisfaction.
- Documented customer interactions accurately in CRM systems for effective issue tracking.
- Collaborated with team members to troubleshoot complex issues, promoting a cohesive work environment.
- Trained new employees on company protocols and customer service best practices, ensuring quality standards.
Housekeeper
Hampton Inn & Suites
03.2019 - 07.2019
- To greet guest and make sure they have a clean room for there stay
- Managed daily cleaning operations to maintain high standards of guest satisfaction.
- Trained and mentored new staff on efficient cleaning techniques and hotel policies.
- Implemented inventory tracking system for cleaning supplies, reducing waste significantly.
- Ensured compliance with health and safety regulations during all housekeeping activities.
- Collaborated with maintenance team to report and address facility issues promptly.
- Conducted regular inspections to uphold cleanliness standards across guest rooms and common areas.
Assistant Housekeeping Manager
Hampton Inn and Hampton Inn & Suites
01.2019 - 03.2019
- My job requirements consisted of preparing the housekeeping papers for the housekeepers at the beginning of my shift also to get updates from front desk if their was any due out that left early or room that may be vacant ready. Also to inspect dirty and clean rooms.
- Supervised daily housekeeping operations to ensure cleanliness and guest satisfaction.
- Developed training programs for staff to enhance efficiency and service quality.
- Implemented inventory management systems to optimize supply usage and reduce costs.
- Coordinated schedules for housekeeping staff to maintain optimal coverage during peak times.
- Conducted regular inspections of guest rooms and public areas to uphold high standards.
- Collaborated with front desk team to address guest requests and resolve issues promptly.
- Reduced employee turnover rate through effective recruitment, interviewing, and onboarding processes for new hires.
Housekeeping
Hampton Inn and Hampton Inn & Suites
05.2018 - 12.2018
- Facilitated positive guest experiences by providing clean and comfortable rooms.
Housekeeper/Laundry, line cook, and dishwasher
All Team Staffing
02.2015 - 04.2018
- Ensured cleanliness and organization of guest rooms to enhance overall guest satisfaction.
- Conducted thorough inspections of public areas to maintain high standards of hygiene.
- Collaborated with team members to streamline housekeeping processes for improved efficiency.
- Trained new staff on best practices for room preparation and sanitation protocols.
Housekeeper
La Quinta Inns & Suites
06.2015 - 07.2015
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
Warehouse Worker
C&C staffing
09.2014 - 11.2014
- Maintained cleanliness and safety standards throughout the warehouse to comply with regulations.
- Collaborated with team members to streamline order fulfillment processes, enhancing workflow efficiency.
- Conducted regular inventory audits, identifying discrepancies and implementing corrective actions.
- Implemented process improvements that reduced loading times and increased overall productivity in the warehouse.
- Loaded, unloaded, and moved material to and from storage and production areas.
Secretary
Home owned upholstery work
04.2014 - 08.2014
- Managed appointment scheduling and maintained organized filing systems for seamless office operations.
- Assisted in preparing customer estimates and invoicing, ensuring accuracy and timely follow-up.
- Coordinated communication between clients and upholstery team, facilitating smooth project execution.
- Developed and implemented administrative procedures to enhance operational efficiency.
Education
Ged -
Adult learning center
Richmond Virginia Skills
- Front desk
- Housekeeper (2 years)
- Senior Care
- Hospitality management
- Microsoft Excel
- Hotel experience
- Analysis skills
- Line cook (Less than 1 year)
- Hospitality
- Guest services
- English
- Cleaning (4 years)
- Night audit
- Office Management (Less than 1 year)
- Microsoft Word (1 year)
- Dishwasher (Less than 1 year)
- Secretary (Less than 1 year)
- Guest relations
- Office management
- Customer Service (2 years)
- Housekeeping (2 years)
- Microsoft Office
- Cash handling
- Home Care (1 year)
- Cash handling (1 year)
- Inside sales
- Guest Services (2 years)
- Leadership
- Management
- Housekeeping Management
- Organizational skills
- Telemarketing
- Communication Skills (2 years)
- Customer service
- Administrative experience
- Phone etiquette
- Front Desk (2 years)
- Sales
- Communication skills
- Computer skills
- Guest accommodations
- Detail-oriented
- Issue resolution
- Financial transactions
- Payment processing
- Product sales
- Data entry proficiency
- Complaint handling
- Guest orientation
- Information protection
- Basic accounting
- First aid training
- Inventory monitoring
- Reservation management system
- Services and amenities promotion
- Verbal and written communication
- Cash handling experience
- Check-in coordination
- Shift change management
- Language proficiency
- Room charging
- Multitasking Abilities
- Clear communication
- Guest experiences
Certification
- CPR Certification
- GSA January 2020 to December 2020
Languages
English - Expert
Additional Information
I'm willing to work any where im good with communicaiting with people. I love assisting people when needing help i am also good with problem-solving. I'm just looking for new work experiences and a opportunity to grow with a company.
Timeline
Guest Service Representative
Graduate Hotel
04.2025 - Current
Night Auditor
Spring Hill Suites
04.2024 - 04.2025
Night Auditor
Hampton by Hilton
03.2023 - 12.2023
Front Desk Agent
Homewood Suites by Hilton
11.2022 - 03.2023
Call Center Customer Service Representative/ sales agent
Vacation Village Resorts
09.2022 - 10.2022
Night Auditor
Hampton inn & suites
06.2022 - 10.2022
Front Desk Supervisor
Delta by Marriott
03.2022 - 07.2022
Front Office Manager/Receptionist
Homewood Suites by Hilton
08.2021 - 02.2022
GSA
Homewood Suites by Hilton
04.2021 - 08.2021
PCA Personal Care Assistant
Praise Home Health and Staffing
12.2020 - Current
GSA
Hampton Inn and Hampton Inn & Suites
01.2020 - 12.2020
Call Center Customer Service Representative
Teleperformance
11.2019 - 11.2020
Housekeeper
Hampton Inn & Suites
03.2019 - 07.2019
Assistant Housekeeping Manager
Hampton Inn and Hampton Inn & Suites
01.2019 - 03.2019
Housekeeping
Hampton Inn and Hampton Inn & Suites
05.2018 - 12.2018
Housekeeper
La Quinta Inns & Suites
06.2015 - 07.2015
Housekeeper/Laundry, line cook, and dishwasher
All Team Staffing
02.2015 - 04.2018
Warehouse Worker
C&C staffing
09.2014 - 11.2014
Secretary
Home owned upholstery work
04.2014 - 08.2014
Ged -
Adult learning center
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