Makayla Gines
Riverton
Summary
Proven leader in customer service and front desk operations, notably at Marriott, where I significantly enhanced guest satisfaction and team performance. Expert in complaint resolution and Microsoft Excel, I consistently exceeded performance metrics, directly contributing to improved room occupancy rates. My approach to staff training and development has been pivotal in elevating company standards.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Marriott
06.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Front Desk Supervisor
Holiday Inn Express
11.2019 - 06.2022
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
Education
High School Diploma -
West Jordan High School
West Jordan, UTSkills
- Paperwork Processing
- Appointment Scheduling
- Complaint resolution
- Data Entry
- Scheduling
- Customer RMA management
- Staff education and training
- Payment Processing
- Staff Training
- Microsoft Excel
Timeline
Customer Service Representative
Marriott
06.2022 - Current
Front Desk Supervisor
Holiday Inn Express
11.2019 - 06.2022
High School Diploma -
West Jordan High School