Lanae Nicholson
Newport,KY
Summary
Customer-focused professional with experience in hotel desk operations. Skilled in guest services, reservation management, and issue resolution to ensure positive guest experiences. Demonstrated ability to improve operational efficiency and enhance overall customer satisfaction through proactive problem-solving and effective communication. Successfully maintained high levels of guest service quality during peak periods as well as balancing guest and business needs. Well-organized in managing check-in and check-out procedures and coordinating services with diverse team members. Good multitasking, planning, and communication skills.
Overview
11
11
years of professional experience
Work History
Front Desk Agent
Rolling Hills Hospitality
Newport, KY
02.2023 - Current
- Contacted housekeeping or maintenance staff to report room or building issues.
- Answered phones, responded to inquiries, and took messages.
- Input and confirmed reservations for guests.
- Processed payments accurately and efficiently.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Resolved customer complaints promptly and courteously.
- Inputted guest information into computer system accurately and securely.
- Managed cash drawer responsibly throughout shift.
- Provided information about hotel amenities, services, and local attractions.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Computed bills, collected payments and made change for guests.
- Assisted with check-in and check-out procedures for guests.
- Assisted guests at check-in, providing information on various services within hotel.
- Ensured that all safety regulations were followed according to company standards.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Identified needs of customers promptly and efficiently.
Shift Manager
Papa Johns
Southgate, KY
01.2021 - 02.2022
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Ensured compliance with food safety regulations and quality standards.
- Managed daily cash intake by counting out registers and tabulating profits.
- Investigated customer complaints regarding merchandise quality or availability promptly.
Assistant General Manager
Dominos's Pizza
Latonia, KY
09.2018 - 02.2022
- Managed store cash intake with high accuracy and prepared daily bank deposits.
- Oversaw daily operations, ensuring efficiency and compliance with company standards.
- Managed daily operations of the store, including scheduling and supervising staff.
- Ensured that customer service standards were met or exceeded at all times.
- Led staff training sessions to improve service quality and operational skills.
- Participated in recruitment, interviewing, and hiring processes to build a strong team.
- Developed and implemented effective strategies to maximize sales and profits.
Education
High School Diploma -
Newport High School
Newport05-2014
Skills
- Reservation management
- Payment processing
- Customer service
- Cash handling
- Complaint resolution
- Data entry
- Communication skills
- Time management
Accomplishments
Musselman 2024 Employee of the Year
Timeline
Front Desk Agent
Rolling Hills Hospitality
02.2023 - Current
Shift Manager
Papa Johns
01.2021 - 02.2022
Assistant General Manager
Dominos's Pizza
09.2018 - 02.2022
High School Diploma -
Newport High School
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