Lakisha DeBerry
Chicago,IL
Summary
Enthusiastic customer service and hospitality professional with over ten years of experience, consistently exceeding expectations by providing a unique stay for every guest. Displays integrity, honesty, and the ability to make customer recommendations and manage complaints for overall customer satisfaction. Strong problem solving, leadership, and multitasking skills with specialties in conflict resolution, team coordination, and customer support.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Front Office Manager
Hotel Emc2
Chicago, IL
09.2023 - 03.2024
- Provided leadership to ensure that all Front Office team members delivered excellent customer service.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests, and VIP guests.
- Coordinated room assignments, check-in and check-out processes, and other guest services activities.
- Investigated customer complaints, and took corrective action when necessary.
- Developed strategies for improving customer satisfaction ratings.
Assistant Front Office Manager
Hotel Chicago Downtown Autograph Collection
Chicago, IL
10.2021 - 02.2023
- Assist in coaching employees to enhance individual skills and overall team performance.
- Developed schedules using forecasting tools to enhance efficiency and reduce labor costs.
- Assist in the daily maintenance of room inventory and availability to achieve optimal levels of revenue goals and guest expectations.
- Evaluated service trends, made necessary adjustments, and collaborated with department managers for optimal performance.
- Assist the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Successfully met budget targets and ensured quality standards by leading team members.
Front Office Supervisor
Hotel Chicago Downtown Autograph Collection
12.2016 - 10.2021
- Supervised the daily operations of the hotel front desk in the absence of the manager.
- Lead team meetings with front-office staff, provide training for new and current staff members, and ensure compliance with all policies and procedures.
- Organize, confirm, process, and conduct all guest check-ins/check-outs, secure room reservations, requests, changes, and cancellations, and activate and file room keys. Collect secure payments, verify, and adjust billing as needed.
- Identify and explain room features to guests, accommodate guest requests, supply guests with directions, and provide information regarding property amenities, services, and hours of operation.
- Monitor all third-party and Medallia comments and complaints. Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
Front Office Supervisor
Renaissance Chicago O'Hare Suites Hotel
Chicago, IL
10.2014 - 12.2016
- Supervise, audit and train front office staff daily. Supervise guest check ins/checkouts, cash and credit card processing according to policies and procedures, job performance evaluations, scheduling, assigning specific tasks or duties to front office staff, creating action plans, and managing various group projects. Performed weekly night audit duties (Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards).
- Ensured guest satisfaction, handled any problem resolution in a professional and timely manner.
- Work closely with the sales department to help make group reservations as well as ensure all guests or meetings/conventions are being coordinated correctly.
Education
Phlebotomy Technician Certification, PTC - Phlebotomy
Pulse Finders Healthcare Institute
Gary, IN09-2024
The Cara Program
Chicago, ILSkills
- Scheduling
- Staff Management
- Proficient in Opera PMS
- Payroll and Budgeting
- Invoicing and Billing
- Suggestive Selling
- Planning and Organization
- Inventory Control
- Daily Shift Oversight
Certification
- AMCA - Phlebotomy Technician Certification(PTC) -09/2024
- American Heart Association - BLS Certification - 09/2024
Achievements
- Associate of the Month -March 2017
- Leader of the Quarter-Quarter 3-2019
- Leader of the Quarter Nominee-Quarter 4-2019
- Associate of the Month-June 2021
- Leader of the 2nd Quarter-2022
References
Available upon request.
Timeline
Assistant Front Office Manager
Hotel Emc2
09.2023 - 03.2024
Assistant Front Office Manager
Hotel Chicago Downtown Autograph Collection
10.2021 - 02.2023
Front Office Supervisor
Hotel Chicago Downtown Autograph Collection
12.2016 - 10.2021
Front Office Supervisor
Renaissance Chicago O'Hare Suites Hotel
10.2014 - 12.2016
Phlebotomy Technician Certification, PTC - Phlebotomy
Pulse Finders Healthcare Institute
The Cara Program