Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marqueta Jones

Cincinnati,OH

Summary

Proven track record in enhancing guest experiences and streamlining front office operations, notably at Hyatt Place Sharonville. Skilled in using POS Systems and demonstrating exceptional listening skills to resolve issues effectively, resulting in increased customer satisfaction and loyalty. Spearheaded a sales program overhaul at Legal Shield Senior Consultant, significantly boosting business growth. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

11
11
years of professional experience

Work History

Front Desk Agent

Hyatt Place Sharonville
11.2023 - Current
  • 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.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Collected room deposits, fees, and payments.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Trained new staff members in customer service techniques and hotel operations.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

Front Desk Agent

Holiday Inn Express Hotel
12.2022 - 10.2023
  • 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.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Collected room deposits, fees, and payments.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Used internal software to process reservations, check-ins and check-outs.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Trained new staff members in customer service techniques and hotel operations.
  • Helped with housekeeping staff to verify service and maintenance of hotel standards.
  • Stored guest valuables in safe and individual boxes for security.

Private Elderly Caregiver

Private Household
08.2021 - 02.2023
  • Established nutritious meal plans and prepared daily offerings to meet patient dietary needs.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Maintained clean, safe, and well-organized patient environment.
  • Provided safe mobility support to help patients move around personal and public spaces.
  • Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
  • Assisted disabled clients to support independence and well-being.
  • Documented daily activities and changes in client condition to enable tracking history and maintain accurate records.
  • Assisted clients with physical therapy exercises to maintain and improve strength, flexibility and balance.
  • Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.

Senior Executive

Legal Shield Senior Consultant
01.2019 - 12.2019
  • Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
  • Developed program to promote new managers from within, building and maintaining cohesive leadership structure.
  • Increased sales $[Amount]through aggressive sales program overhaul, market campaigns, and new product launches.
  • Established and directed successful programs focused on [Area].
  • Hired and managed [Number] new managers to drive business growth.
  • Directed market expansions to propel business forward, meet changing customer needs.

Camp Counselor

YMCA
06.2019 - 07.2019
  • Collaborated with other camp counselors to design fun and enriching learning activities for campers.
  • Communicated with parents about campers' activities and reported concerns and suggestions to supervisor.
  • Worked with children of varying age, interest, skill, and developmental levels.
  • Led groups of children safely through variety of camp activities.

Assistant Manager

Good Company Apparel
10.2018 - 01.2019
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Generated repeat business through exceptional customer service.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Key Holder Supervisor

New York and Company
11.2013 - 10.2017
  • Completed store opening and closing procedures.
  • Trained and mentored new employees.
  • Counted out cash drawers and balanced totals.
  • Improved customer service by projecting friendly and knowledgeable attitude.
  • Rotated stock according to dates and protocols.
  • Received and counted money.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Processed cash, credit, debit, and check payments.
  • Directed customers to correct store locations.
  • Opened inventory boxes and restocked shelves.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Accepted and processed customer returns.
  • Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
  • Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
  • Engaged with customers to build rapport and promote long-term loyalty for increased sales.
  • Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
  • Trained and supervised new employees to apply best practices in customer service and store operations.

Education

No Degree - Early Childhood Education

Cincinnati State Technical And Community College
Cincinnati, OH

High School Diploma -

Northwest High School
Cincinnati
06.2011

Skills

  • Information Protection
  • Registration processing
  • Automated telephone systems
  • Guest Relations
  • Report Generation
  • Credit and cash payments
  • Safety and security procedures
  • Room assignments
  • Front Office Support
  • Problem-solving skills
  • POS Systems
  • Marketing
  • Sales expertise
  • Listening Skills

Timeline

Front Desk Agent

Hyatt Place Sharonville
11.2023 - Current

Front Desk Agent

Holiday Inn Express Hotel
12.2022 - 10.2023

Private Elderly Caregiver

Private Household
08.2021 - 02.2023

Camp Counselor

YMCA
06.2019 - 07.2019

Senior Executive

Legal Shield Senior Consultant
01.2019 - 12.2019

Assistant Manager

Good Company Apparel
10.2018 - 01.2019

Key Holder Supervisor

New York and Company
11.2013 - 10.2017

No Degree - Early Childhood Education

Cincinnati State Technical And Community College

High School Diploma -

Northwest High School

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Marqueta Jones