Michelle Washington
New Orleans,LA
Summary
Accomplished hospitality professional with proven expertise in guest relations and front office support, honed at prestigious establishments including Ritz Carlton. Excelled in enhancing customer satisfaction through effective training and mentoring, and adept at managing room assignments and registration processing. Demonstrated a strong commitment to safety and security procedures, ensuring a seamless guest experience. 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 mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
10
10
years of professional experience
Work History
Front Desk Agent
St. Pierre Hotel
09.2023 - Current
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collected room deposits, fees, and payments.
- Maintained clean and organized front desk areas to uphold polished company image.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Developed and maintained positive relationships with guests for satisfaction.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Kept accounts in balance and ran daily reports to verify totals.
- Trained new staff members in customer service techniques and hotel operations.
Turndown Attendant/Inspector
Windsor Court Hotel
10.2019 - 07.2023
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Responded to guest requests for assistance, toiletries, and personal care items.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Vacuumed, dusted and maintained common areas, hallways, and waiting areas at elevators.
- Replenished guest room water glasses, toiletries, and paper products.
- Trained new employees on departmental procedures and provided assistance in finding cleaning supplies.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Inspected guest rooms to replenish soap, paper towels and toiletries.
- Handled requests for extra linens, toiletries and other supplies.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
- Vacuumed carpets, mopped floors and dusted surfaces to maintain spotless environment.
Turndown Attendant
Ritz Carlton
02.2016 - 06.2019
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Vacuumed, dusted and maintained common areas, hallways, and waiting areas at elevators.
- Trained new employees on departmental procedures and provided assistance in finding cleaning supplies.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Replenished guest room water glasses, toiletries, and paper products.
- Responded to guest requests for assistance, toiletries, and personal care items.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Checked appliances in guest rooms to determine good working order.
- Inspected guest rooms to replenish soap, paper towels and toiletries.
- Vacuumed carpets, mopped floors and dusted surfaces to maintain spotless environment.
- Changed bed linens and collected soiled linens for cleaning.
Check In Agent
Norwegian Cruise Line
02.2014 - 11.2017
- Reviewed tickets, identification, and passports to verify traveler identity.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Sold, printed, and issued tickets to guests.
- Directed passengers to correct airport terminal locations.
- Produced and shared customer service reports to support management decision-making.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
Education
No Degree - Mass Communications
University of New Orleans
New Orleans, LAHigh School Diploma -
Life Of Christ Christian Academy
New Orleans, LA05.2010
Skills
- Front Office Support
- Credit and cash payments
- Information Protection
- Automated telephone systems
- Room assignments
- Guest Relations
- Registration processing
- Safety and security procedures
- Administrative Skills
- Training and mentoring
- Customer Service
- Flexibility
- Lost and found procedures
- Project Management
- Professional Appearance
- Work Prioritization
- Housekeeping
Timeline
Front Desk Agent
St. Pierre Hotel
09.2023 - Current
Turndown Attendant/Inspector
Windsor Court Hotel
10.2019 - 07.2023
Turndown Attendant
Ritz Carlton
02.2016 - 06.2019
Check In Agent
Norwegian Cruise Line
02.2014 - 11.2017
No Degree - Mass Communications
University of New Orleans
High School Diploma -
Life Of Christ Christian Academy
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