Margaret Jones
New York,NY
Summary
Seeking a Flight Attendant position with Endeavor Air to utilize my exceptional customer service skills, ensuring guest satisfaction and excellent service delivery, by going above and beyond to meet needs and exceed expectations,and ability to remain calm under pressure to ensure a safe and comfortable travel experience for all passengers .
Overview
1
1
Certification
Work History
Front Office Manager
The Empire Hotel
New York, NY
2023 - Current
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Managed and coached a team of over 20 employee at both at the front desk and back office .
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Rooms Controller/Front Office Supervisor
PUBLIC, An Ian Schrager Hotel
New York, NY
2023 - 2023
- Oversaw day-to-day operations of front desk and concierge services.
- Managed 367 rooms and special request for all guest including VIPS,groups and corporate CEO's.
- Collaborated with group sales,event and banquet to create five star arrival experience for tour groups,groups and VIPS.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Monitored office inventory to maintain supply levels.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Senior Guest Service Agent
The Empire Hotel
New York, NY
2018 - 2020
- Assisted with new hire orientation and helped trained new front desk agents.
- Provided ongoing training to address staff needs.
- Reviewed completed work to verify consistency, quality and conformance.
- Identified needs of guest promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Cultivated professional relationships with guests, improving guest retention through coordinated service.
PBX Hotel Operator/Guest Service Agent
The Empire Hotel
New York, NY
2011 - 2018
- Greeted guest upon arrival, offering assistance and answered questions to build rapport and retention.
- Streamlined check-in process to decrease wait times and increase guest satisfaction
- Oversaw fast-paced front desk operations and guest's needs at busy facility.
- Assisted other hotel personnel and coworkers in various capacities including overseeing and supervising entire front desk whenever manager was unavailable
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Copied , filed and maintained paper and electronic documents.
- Supported guest by managing 100+ calls per day efficiently,while maintaining professionalism and upbeat tone.
- Offered special assistance to persons unable to dial or in emergency situations.
- Promoted from PBX Hotel Operator to Guest Service Agent in less than a year.
Education
A.S - BANKING AND FINANCE
University of Jos
Skills
- Hospitality Best Practices
- Exceptional, personalized customer service
- Excellent external and internal communication
- Safety procedures and emergency care
- Adaptability
- Leadership / Training and Coaching
- Bilingual (Yoruba)
- Skilled in Opera ,Saflok,HotSOS, Alice,
Certification
Certified Guest Service Professional, American Hotel &Lodging Association (AHLA) 2022
Affiliations
- Years of experience as a traveler
- Fitness and workout enthusiast.
Timeline
Front Office Manager
The Empire Hotel
2023 - Current
Rooms Controller/Front Office Supervisor
PUBLIC, An Ian Schrager Hotel
2023 - 2023
Senior Guest Service Agent
The Empire Hotel
2018 - 2020
PBX Hotel Operator/Guest Service Agent
The Empire Hotel
2011 - 2018
A.S - BANKING AND FINANCE
University of Jos
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