Lyan Nsierat
Kansas City,MO
Summary
Accomplished Operations Supervisor with a proven track record at MultiMedia5, enhancing operational performance and guest satisfaction. Expert in guest services and complaint resolution, demonstrated through streamlined processes and efficient team member development. Skilled in exceptional communication and hospitality best practices, consistently achieving positive outcomes in customer retention and satisfaction. Industrious Guest Services Agent adept in expedient complaint resolution through tactful and diplomatic communication combined with resourceful problem-solving. Driven to promote guest satisfaction by going above and beyond to meet needs and exceed expectations.
Overview
8
8
years of professional experience
Work History
Guest Experience Expert
The Westin Crown Center
08.2023 - Current
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Recommended hotel services or amenities that guest may find useful.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Provided guest assistance and recommendations for tourist attractions.
Front Desk Receptionist
Ignite Medical Resorts
10.2021 - 11.2022
- Collected room deposits, fees, and payments.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Operations Supervisor
MultiMedia5
01.2016 - 01.2019
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Documented transactions, orders and expenditures to gather sales data and forecast financial needs.
Education
Associate of Science - Human Resources Development
Park University
Kansas City, MO06.2013
Skills
- Exceptional communication
- Upselling strategies
- Brand representation
- Client Relationship Management
- Complaint Handling
- Guest complaint resolution
- Guest Services
- Reservation Management
- Team member development
- Guest communication
- Hospitality best practices
Languages
Arabic
Native or Bilingual
English
Professional Working
Timeline
Guest Experience Expert
The Westin Crown Center
08.2023 - Current
Front Desk Receptionist
Ignite Medical Resorts
10.2021 - 11.2022
Operations Supervisor
MultiMedia5
01.2016 - 01.2019
Associate of Science - Human Resources Development
Park University
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