Micai Gray- James
Las Vegas,NV
Summary
Dynamic hospitality professional with extensive experience at Cambria Hotel & Suites, excelling in customer service and guest relations. Proven track record of enhancing guest loyalty through personalized service and effective problem-solving. Proficient in cash handling and reservation systems, consistently achieving high guest satisfaction ratings. Committed to delivering exceptional experiences in fast-paced environments.
Developed exceptional customer service and communication skills in fast-paced hospitality setting. Adept at managing multiple tasks simultaneously and ensuring high levels of client satisfaction. Looking to transition into new role by leveraging these transferrable skills to contribute effectively in different environment.
Friendly and outgoing with knack for creating welcoming environments. Possesses strong understanding of customer service principles and excellent communication skills. Able to ensure smooth operations and positive guest experiences.
Overview
3
3
years of professional experience
Work History
Front Desk Agent
Cambria Hotel & Suites Anaheim Resort Area
04.2024 - 09.2025
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Answered multi-line phone system and enthusiastically greeted callers.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
Night Auditor
Best Western Hotel
09.2023 - 01.2024
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
Front Desk Agent
Sonesta Hotels
08.2022 - 06.2023
- 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.
- 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.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Education
Arbor View High School
Las Vegas, NVNo Degree -
Riversid City College
Riverside, CASkills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality services
- Credit and cash payments
- Guest relations
- Oral and written communications
- Hospitality service expertise
- Guest accommodations
- Listening skills
- Administrative skills
- Reservation systems
- Microsoft office
- Front office support
- POS systems
- Documentation
- File management
- Registration processing
- Room assignments
- Clerical duties
- Hospitality best practices
- Registration
Timeline
Front Desk Agent
Cambria Hotel & Suites Anaheim Resort Area
04.2024 - 09.2025
Night Auditor
Best Western Hotel
09.2023 - 01.2024
Front Desk Agent
Sonesta Hotels
08.2022 - 06.2023
Arbor View High School
No Degree -
Riversid City College
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