Summary
Overview
Work History
Education
Skills
Timeline
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MERRISA HAKIM

OZONE PARK,NY

Summary

Looking for a position in Guest Services, with a company that I can grow with and make the most of my Customer Service skills

Overview

22
22
years of professional experience

Work History

Night Auditor

Renwick Hotel
New York , New York
04.2022 - Current
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
  • Looked over pending check-ins and payment processes to complete closing procedures.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
  • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive and welcoming.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Entered customer data into room system and updated information whenever patrons changed rooms.
  • Updated customer accounts with add-on room charges, minibar use and room service bills.
  • Followed company security and check-in policies and procedures and reported suspicious activity to Head of Security.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Verified deposits, rectified discrepancies and processed end-of-day.

Concierge/Guest Service Agent

Riu Plaza Hotel
New York , New York
11.2021 - 04.2022
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Assisted guests with check-ins, account inquiries and any additional services needed.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Provided guest assistance and recommendations for tourist attractions.
  • Recommended hotel services or amenities that guest may find useful.
  • Maintained consistent positive customer feedback.
  • Greeted guests upon arrival and offered assistance.
  • Collected room deposits, fees and payments.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.

Concierge/Guest Service Agent

Avalon Hotel
, NY
07.2016 - 03.2020
  • Greeting All clients and guests
  • Checking guest in and obtaining/entering their information
  • Courtesy call after checking guest in
  • Resolving guest issues and logging them into the system
  • Answering phones and setting up wake up calls
  • Completing daily checklist
  • Taking care of guest request in a timely fashion along with follow up call
  • Preparing guest folios for departure
  • Assigning rooms accordingly
  • Setting up amenities list for VIP’s
  • Bucket check
  • Credit check
  • Call arounds for rate and occupancy
  • Preregistering guest
  • Setting up future reservation upon their request
  • Arranging guest transportation
  • Purchasing tickets for the theater
  • Recommending and making reservations for dining
  • Setting up Bus tours, Helicopters, Museums and other activities
  • Balancing bank and cash drops at the end of the shift
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Provided guest assistance and recommendations for tourist attractions.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Collected room deposits, fees and payments.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.

Guest Service Agent

Trump International Hotel and Tower
10.2013 - 03.2015
  • Providing Five Star Guest Service
  • Checking guests in and obtaining as much information about the guest to personalize their profile for future stays
  • Confirming the dates booked and room type
  • Obtaining / updating accurate information such as billing, address, and email
  • Providing guest with information of our points of interest with in the facility, such as the Gym, Pool, Business Center, Spa, Room Service, Restaurants,
  • Concierge Service, along with their hours of operation
  • Solving guest issues and requests in a timely manner and following up with all service calls
  • Checking guests out, Settling accounts, and applying necessary credits Ex: American Express Fine Hotel and Resorts
  • Confirm all charges are correct with the guest, wishing them safe travels and invite them back
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.

Senior Guest Service Agent

Flatotel International
, NY
09.2002 - 10.2012
  • Greet guest checking in and perform necessary services
  • Assure front desk is manned and maintained at all times
  • Review arrivals, departures, and prepare pre arrivals and blocking VIP's
  • Liaisons with housekeeping periodically for current check-out, stay overs, and vacancies
  • Credit and Bucket checks daily
  • Provide information about hotel and services we offer to guests
  • Respond to guest complaints and request in timely fashion
  • Receive and acknowledge reservations and cancellations
  • Making reservations and assisting other departments as needed
  • Receiving and giving cash as needed and balance cash draw at end of shift
  • PBX Duties, answering incoming call, and transfer to room or dept requested
  • Sorting mail, sending and receiving packages, assisting guest with fax and printing
  • Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
  • Arranged for transportation to and from airport, train station and events for visitors.
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours, night, weekend, and holiday shifts.

Bank Teller

Dime Savings Bank
Seaford, NY
01.1999 - 03.2001
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Reconciled cash drawer and resolved discrepancies.
  • Counted and packaged currency and coins.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Provided customer records, account statements and copies of checks.
  • Logged cashier's checks and other transactions to maintain accurate account records.
  • Turned in excess cash to maintain drawer security.
  • Placed orders for customer checks and verified starting numbers.
  • Assisted customers with compromised debit cards and issued new credentials.
  • Audited fellow teller currency to contribute to dual-control procedures.
  • Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
  • Processed customer transactions promptly, minimizing wait times.
  • Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
  • Stocked supplies for customers and personal teller station.
  • Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.

Education

Hotel / Motel Management Certificate & Obtained GED -

Westover
Boston
01.1999

Hotel/Motel Management

01.1999

Skills

  • Night Audit Reports
  • Check in and Checkout Procedures
  • Multitasking and Organization
  • Verbal and Written Communication
  • Guest Services
  • Front Desk Operations
  • Concierge Services
  • Programs such as Opera, Infor, Fossi , Libica, Rumbo, and Epitome
  • Certificate in COVID-19 Precautions for Hotels

Timeline

Night Auditor

Renwick Hotel
04.2022 - Current

Concierge/Guest Service Agent

Riu Plaza Hotel
11.2021 - 04.2022

Concierge/Guest Service Agent

Avalon Hotel
07.2016 - 03.2020

Guest Service Agent

Trump International Hotel and Tower
10.2013 - 03.2015

Senior Guest Service Agent

Flatotel International
09.2002 - 10.2012

Bank Teller

Dime Savings Bank
01.1999 - 03.2001

Hotel / Motel Management Certificate & Obtained GED -

Westover

Hotel/Motel Management

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MERRISA HAKIM