Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Kizzy Lewis

Deer Park,TX

Summary

Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.

Overview

7
7
years of professional experience

Work History

Front Desk Agent

Fairfield By Marriott
Conroe, TX
12.2023 - Current
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • 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.
  • Took reservations over the phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly, and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently, while maintaining focus on delivering outstanding guest service experiences.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Increased customer loyalty with exceptional communication skills and personalized service.

General Manager in Training

Staybridge Suites Hotel
Tomball, TX
02.2024 - 08.2024
  • Reduced employee turnover rates by fostering a positive work environment and offering competitive compensation packages.
  • Implemented data-driven solutions to address areas of underperformance, ultimately resulting in increased efficiency and financial stability.
  • Conducted regular performance reviews for staff members, providing constructive feedback, and setting achievable targets for professional growth.
  • Partnered with the human resources department to recruit top talent for key positions within the organization.

Area Sales Manager

Springhill Suites By Marriott
Houston, TX
02.2018 - 12.2023
  • Established strong relationships with key clients, resulting in increased customer retention and satisfaction.
  • Enhanced team performance by providing ongoing coaching, training, and mentoring to sales representatives.
  • Reported sales activity, generated sales quotations, and proposals, and maintained customer contact database to achieve sales objectives and quota.
  • Managed a successful sales team, consistently achieving and exceeding monthly sales targets.
  • Fostered a positive work environment within the sales team by encouraging open communication, teamwork, and mutual support among team members.
  • Implemented innovative strategies to increase product visibility within the assigned territory, while maintaining a professional brand image.
  • Built lasting relationships with clients through outstanding customer service interactions.
  • Expanded market share through effective prospecting, lead generation, and negotiation skills.
  • Provided exceptional customer service to existing clients through regular communication and prompt resolution of issues or concerns raised by them.
  • Led sales region to increase sales and boost team morale.
  • Achieved consistent annual revenue growth by continuously monitoring performance metrics and adjusting strategies accordingly.
  • Established strong relationships with major accounts and key decision-makers to increase sales in the designated territory.

Assistant General Manager

Springhill Suites By Marriott
Houston, TX
02.2018 - 12.2023
  • Managed guest check-in and check-out procedures, reservations, and payments.
  • Generated reports detailing daily actions, including guest numbers, accounting expenses and income, and room service usage.
  • Mentored new staff on correct procedures, compliance requirements, and performance strategies.
  • Corrected guest issues in a timely and professional manner, with knowledgeable and friendly service.
  • Worked with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Provided concierge services for guests as needed.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Directed all front desk operations with a focus on hotel reputation, staff productivity, and operational efficiency.
  • Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Handled payment processing duties and provided customers with receipts, proper bills, and change.
  • Provided property details to patrons, including dining areas, pool, spa, and fitness center.
  • Posted room charges, such as food, liquor, and telephone calls, based on individual customer actions.
  • Handled cash accurately and prepared deposits.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
  • Managed financial aspects of the business, including budgeting, forecasting, and cost control, for optimal profitability.

Education

High School Diploma -

Kempner High School
Sugar Land, TX
05.2001

Skills

  • Credit and cash payments
  • Guest Relations
  • Information Protection
  • Room assignments
  • Safety and security procedures
  • Guest amenities
  • Front Office Support
  • Report Generation
  • Property Management Systems
  • POS Systems
  • Payment oversight
  • Administrative Skills
  • Listening Skills
  • Reservations
  • Microsoft Office
  • Clerical duties
  • Conflict and issue documentation
  • Team Oversight
  • Housekeeping
  • Conflict Management
  • Front Desk Management
  • Corporate Branding
  • Problem-solving skills
  • Oral and written communications
  • Marketing
  • Sales expertise
  • Word Processing
  • Time Management
  • Customer Service
  • Guest Services
  • Cash Handling
  • Hospitality services
  • Training and mentoring
  • Office Management

Personal Information

Willing To Relocate: Anywhere

Timeline

General Manager in Training

Staybridge Suites Hotel
02.2024 - 08.2024

Front Desk Agent

Fairfield By Marriott
12.2023 - Current

Area Sales Manager

Springhill Suites By Marriott
02.2018 - 12.2023

Assistant General Manager

Springhill Suites By Marriott
02.2018 - 12.2023

High School Diploma -

Kempner High School

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