MALEKA MARKLAND
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in resolving guest dissatisfaction with prompt service and diplomatic communication.
Overview
13
13
years of professional experience
Work History
FRONT DESK AGENT
AC HOTEL
04.2021 - Current
- 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.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Exceed guest expectations.
FRONT DESK AGENT
COURTLEIGH HOTEL & SUITES
03.2014 - 11.2020
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Used internal software to process reservations, check-ins and check-outs.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
FRONT DESK CLERK
JAMAICA PEGASUS HOTEL
06.2011 - 12.2013
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
- Provided exceptional customer service through active listening and empathetic communication, resulting in increased guest satisfaction ratings.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Assisted guests with inquiries and resolved issues promptly, ensuring positive feedback.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Education
No Degree - Credit- Front Office
Caribbean Legal Practice Institute
Jamaica06.2010
High School Diploma -
Wolmers High
06.2001
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Time Management
- Oral and written communications
- Hospitality service expertise
- Administrative Skills
- Reservation Systems
- Housekeeping
- POS Systems
- Room assignments
- Teamwork and Collaboration
- Detail Oriented
- Computer Skills
- Multitasking skills
Timeline
FRONT DESK AGENT
AC HOTEL
04.2021 - Current
FRONT DESK AGENT
COURTLEIGH HOTEL & SUITES
03.2014 - 11.2020
FRONT DESK CLERK
JAMAICA PEGASUS HOTEL
06.2011 - 12.2013
No Degree - Credit- Front Office
Caribbean Legal Practice Institute
High School Diploma -
Wolmers High
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