Mikka Lyons
Suitland,MD
Summary
Dedicated and customer-focused professional with over 10 years of experience delivering exceptional customer service, leading teams, and supporting daily operations across retail, hospitality, and public transportation environments. Skilled in resolving customer concerns, coordinating operations, responding to service disruptions, and maintaining a safe, efficient, and welcoming experience. Strong communicator with excellent problem-solving abilities who thrives in fast-paced environments and is committed to operational excellence, teamwork, and customer satisfaction.
Overview
16
16
years of professional experience
Work History
Night Auditor/Front Desk Receptionist
TownePlace Suites by Marriott
Bowie, MD
01.2026 - Current
- Provided friendly and professional customer service to hotel guests during overnight and front desk operations.
- Managed guest check-ins, check-outs, reservations, room assignments, and payment processing.
- Responded to guest questions, concerns, and special requests while resolving issues efficiently and professionally.
- Completed nightly audit procedures, reviewed transactions, balanced accounts, and prepared daily financial reports.
- Answered phone calls and assisted guests with hotel information, reservations, and general inquiries.
- Maintained accurate guest records and handled confidential information with professionalism.
- Coordinated with housekeeping, maintenance, and management to address guest needs and ensure smooth hotel operations.
- Monitored front desk and hotel activity during overnight hours to help maintain a safe and welcoming environment.
- Demonstrated strong communication, multitasking, organization, and problem-solving skills in a fast-paced hospitality environment.
Recovery Specialist
WMATA
Washington, District of Columbia
07.2015 - 07.2025
- Responded to service disruptions, delays, and operational incidents to support the safe and timely restoration of Metro services.
- Assisted customers by providing accurate travel information, directions, and updates during service interruptions.
- Coordinated with Rail Operations, Bus Operations, Transit Police, and emergency personnel to ensure efficient incident response.
- Monitored transit operations and identified service issues requiring immediate attention.
- Documented incidents and prepared detailed reports while maintaining accurate operational records.
- Helped maintain passenger safety by managing crowd control and directing customers during emergencies and service disruptions.
- Communicated real-time service updates to passengers using clear, professional, and customer-focused communication.
- Ensured compliance with WMATA safety policies, emergency procedures, and operational standards.
Front Desk Receptionist
Comfort Inn & Suites
Bowie, Maryland
10.2015 - 07.2022
- Greeted guests with a friendly and professional attitude, ensuring a welcoming check-in and check-out experience.
- Assisted guests with reservations, room assignments, billing inquiries, and hotel information.
- Answered and directed incoming phone calls while providing accurate information and exceptional customer service.
- Processed guest payments, maintained accurate financial records, and balanced cash drawer at the end of each shift.
- Resolved guest concerns and service requests promptly to ensure customer satisfaction.
- Coordinated with housekeeping and maintenance departments to ensure rooms were clean, prepared, and guest-ready.
- Managed room availability, updated reservations, and maintained accurate guest records using hotel management software.
Assistant Store Manager
Rite Aid
Laurel, Maryland
06.2010 - 02.2015
- Assisted the Store Manager in overseeing daily store operations to ensure efficient workflow and exceptional customer service.
- Supervised, trained, and coached team members on company policies, customer service standards, and operational procedures.
- Resolved customer concerns professionally while maintaining a positive shopping experience.
- Supported hiring, onboarding, scheduling, and performance management of store associates.
- Monitored inventory levels, processed deliveries, and ensured merchandise was properly stocked and displayed.
- Performed opening and closing procedures, including cash handling, register reconciliation, and bank deposits.
- Ensured compliance with company policies, safety standards, and loss prevention procedures.
- Analyzed sales performance and helped implement strategies to improve productivity and achieve store goals.
- Maintained a clean, organized, and safe store environment for customers and employees.
- Assisted with promotional events, seasonal merchandising, and visual presentation standards.
Skills
- Financial Recovery Strategies
- Crisis Management
- Customer Service Excellence
- Passenger & Guest Relations
- Conflict Resolution
- Problem Solving
- Operations Coordination
- Time Management
- Multitasking
- Attention to Detail
- Microsoft Office Suite
- Safety & Policy Compliance
- Team Leadership
- Team Collaboration
- Verbal & Written Communication
- Adaptability
Timeline
Night Auditor/Front Desk Receptionist
TownePlace Suites by Marriott
01.2026 - Current
Front Desk Receptionist
Comfort Inn & Suites
10.2015 - 07.2022
Recovery Specialist
WMATA
07.2015 - 07.2025
Assistant Store Manager
Rite Aid
06.2010 - 02.2015