Laquaszha Martin
Savannah,GA
Summary
I believe Im qualified for this position because of my experience within the brand over a course of 8 years within the hilton brand working under hilton I developed skills to help me succeed further in the company and to better service our guests with correct knowledge and information about the brand ,perks, different programs , etc. Im a Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and a flexible individual that has experience in taking reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning and attractions around the city. Im also Organized and dependable candidate... successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals!
Overview
10
10
years of professional experience
Work History
Hotel Front Desk Agent
Tru By Hilton
12.2023 - Current
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Collected room deposits, fees, and payments.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Reduced wait times during peak hours by quickly processing transactions and providing timely assistance to guests.
- Managed a high volume of incoming calls professionally while maintaining an exceptional level of customer service.
- Developed strong rapport with returning guests, providing personalized service that led to increased positive reviews online.
- Leveraged knowledge of local attractions and amenities to provide tailored recommendations for guests, enhancing their overall stay experience.
- Collaborated with housekeeping and maintenance teams to maintain high standard of cleanliness in rooms and common areas.
- Answered phone within [Number] minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Ensured smooth communication between departments by relaying important information about guest preferences or special requests in a timely manner.
- Assisted guests with transportation arrangements, local recommendations, and other inquiries to enhance their stay experience.
Room Cordinator
The Drayton Hotel
06.2023 - 11.2023
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Handled incoming and outgoing shipping and receiving activities.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- 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.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered multi-line phone system and enthusiastically greeted callers.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Identified opportunities for process improvement within the front desk operations, leading to enhanced efficiency without sacrificing quality of service provided to guests.
- Implemented marketing and promotional initiatives to increase occupancy.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Developed and maintained positive relationships with guests for satisfaction.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
Front Desk Agent
Hampton Inn Hotel And Suites
08.2022 - 06.2023
- 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.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and enthusiastically greeted callers.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Kept accounts in balance and ran daily reports to verify totals.
- Developed and maintained positive relationships with guests for satisfaction.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
Front Desk Receptionist
Doubletree By Hilton Hotel
03.2017 - 08.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Collaborated with other departments to ensure smooth inter-departmental communication and coordination of guest needs.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Collected [Type] payments, processed transactions and updated relevant records.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Retail Sales Associate
Sisters Beauty Store
03.2014 - 10.2016
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Managed cash register after end of shift to balance and record accurate transactions.
- Answered questions about store policies and addressed customer concerns.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Recommended complementary purchases to customers, increasing revenue.
- Helped customers complete purchases, locate items, and join reward programs.
Education
High School Diploma -
Groves High School
Garden City, GA06.2011
Skills
- Guest Relations
- Initiative-taking
- Reservation Management
- Teamwork orientation
- Professional Appearance
- Problem-solving skills
- Phone and Email Etiquette
- Customer Service
- Problem-Solving
- Teamwork and Collaboration
- Cash Handling
- Hospitality services
- Office Organization
- Reservations
- Guest Registration
- Computer Skills
- Customer Service Management
- Front Desk Management
- Payment Processing
- POS Systems
- Dining and Amenity Recommendations
- Transaction Processing
- Concierge services
- Invoicing and Billing
- Microsoft Office
- Relationship Building
- Payment Collection
- Charge posting
- Supply and Materials Oversight
- Data Gathering
- Room Service
- Nightly Audits
- Tour Arrangements
- Revenue management
- Detail Oriented
Timeline
Hotel Front Desk Agent
Tru By Hilton
12.2023 - Current
Room Cordinator
The Drayton Hotel
06.2023 - 11.2023
Front Desk Agent
Hampton Inn Hotel And Suites
08.2022 - 06.2023
Front Desk Receptionist
Doubletree By Hilton Hotel
03.2017 - 08.2021
Retail Sales Associate
Sisters Beauty Store
03.2014 - 10.2016
High School Diploma -
Groves High School