Monique Kaplan
Atlanta,GA
Summary
Efficient professional with 16 years of work experience. Detail-oriented professional with strong customer service skills. Experienced in managing teams and ensuring high service standards in various settings.
Overview
16
16
years of professional experience
Work History
Residential/Commercial/New Construction Cleaner
Grime to Divine LLC
Williamsburg, VA
2021.01 - 2025.12
- Commercial Properties
- Residential Properties/ Development
- Construction Clean outs
- Floor Restoration
- Apartment Cleaning
- House Cleaning
Manager On Duty
The Colonies At Williamsburg Resort
2022.04 - 2023.02
- Monitored staff performance and provided feedback to ensure quality customer service.
- Assigned tasks to employees and monitored progress of projects.
- Trained new employees on job duties and company policies.
- Ensured compliance with safety regulations, company policies, and procedures.
- Resolved customer complaints in a professional manner.
- Created schedules for staff members according to business needs.
- Reviewed daily sales reports to identify areas of improvement.
- Maintained inventory levels by ordering supplies as needed.
- Audited cash registers at the end of each shift for accuracy.
- Developed strategies to increase customer satisfaction ratings.
- Analyzed data from customer surveys and implemented changes accordingly.
- Provided guidance and support to team members when needed.
- Handled employee relations issues such as disciplinary action or terminations.
Front Desk Clerk/Executive Housekeeper
Quality Inn And Suites
Williamsburg, VA
2016.09 - 2020.06
- Greeted customers upon arrival and provided assistance with check-in or check-out procedures.
- Answered incoming calls and directed them to the appropriate personnel.
- Assisted in resolving customer complaints and inquiries in a timely manner.
- Processed credit card, cash, and other forms of payment for guest accounts.
- Maintained accurate records of all guests' stays and charges.
- Provided information regarding hotel amenities, services, and local attractions
- Ensured that lobby area was clean, orderly, and stocked with necessary supplies at all times.
- Conducted daily shift reports to review occupancy levels and revenue figures.
Cashier Trainer
Cookout
2018.01 - 2020.03
- Instructed cashiers on proper procedures for handling money and credit card transactions.
- Demonstrated how to use the point-of-sale system efficiently and accurately.
- Trained cashiers in customer service best practices, such as greeting customers with a friendly smile and providing excellent service.
- Provided feedback to cashiers on their performance, both verbally and through written evaluations.
- Created training materials, including checklists and procedural manuals, to help new cashiers learn quickly.
- Reviewed sales reports to identify areas of improvement in customer service or operational processes.
- Conducted regular audits of cash registers to ensure accuracy of transactions.
- Developed strategies for improving the speed and efficiency of checkout lines during peak hours.
Housekeeper
Great Wolf Lodge
Williamsburg, VA
2016.05 - 2018.09
- Maintained cleanliness of guest rooms and public areas daily.
- Managed laundry operations, ensuring freshness and proper folding techniques.
- Replenished supplies and toiletries in guest accommodations regularly.
- Cleaned bathrooms, including toilets, tubs, showers and sinks.
- Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
- Changed bed linens and towels, tidied up rooms.
Spa Receptionist
Dante Wellness Spa
2015.01 - 2016.04
- Greeted customers and answered inquiries in a friendly and helpful manner.
- Assisted with scheduling appointments, verifying client information, and taking payments.
- Maintained accurate records of customer visits and transactions utilizing computerized system.
- Provided clients with information on spa services, packages, and promotions.
- Kept reception area clean, organized, and stocked with necessary supplies.
- Managed front desk operations including phone calls, emails, and other correspondence.
- Developed relationships with clients to ensure repeat business by providing excellent customer service.
- Ensured all areas of the spa were properly cleaned before opening for the day.
- Processed daily sales reports to track inventory levels of products and supplies.
- Assigned tasks to Spa Associates as needed while monitoring their progress throughout the day.
Assistant Leasing Manager
Steer & Co. Leasing
2014.06 - 2014.12
- Assisted in preparing and reviewing lease agreements for new tenants.
- Monitored tenant accounts, collected rent payments, and processed late notices.
- Provided support to the Leasing Manager with the marketing of vacant units.
- Conducted regular property inspections to ensure compliance with lease terms and regulations.
- Resolved maintenance issues reported by tenants in a timely manner.
- Coordinated move-in and move-out activities with tenants and vendors.
- Maintained accurate records of all leasing activities including tenant files and financial information.
- Created monthly reports on occupancy levels, rental rates, and other relevant data points.
- Developed relationships with local real estate agents to increase visibility of available properties.
- Assisted in developing strategies to maximize occupancy rates while optimizing revenue targets.
- Managed the renewal process for existing leases by negotiating lease terms with tenants.
Front Of House Employee
Urban Chic Boutique Hotel
2012.12 - 2014.04
- Greeted customers and provided friendly customer service.
- Informed customers of daily specials, menu items, and restaurant policies.
- Answered phone calls, took reservations, and answered inquiries.
- Maintained cleanliness of dining area by clearing tables and wiping down surfaces.
- Organized menus and ensured they were properly stocked at each table.
- Assisted with seating arrangements to ensure comfortability for guests.
- Processed payments using cash registers or POS systems accurately and efficiently.
- Managed large groups in a timely manner while ensuring satisfaction of all guests.
Spa Receptionist Senior
Cape Grace Hotel
2010.04 - 2013.04
- Greeted customers and answered inquiries in a friendly and helpful manner.
- Assisted with scheduling appointments, verifying client information, and taking payments.
- Provided clients with information on spa services, packages, and promotions.
- Maintained accurate records of customer visits and transactions utilizing computerized system.
- Kept reception area clean, organized, and stocked with necessary supplies.
- Managed front desk operations including phone calls, emails, and other correspondence.
- Developed relationships with clients to ensure repeat business by providing excellent customer service.
- Ensured all areas of the spa were properly cleaned before opening for the day.
- Processed daily sales reports to track inventory levels of products and supplies.
- Assigned tasks to Spa Associates as needed while monitoring their progress throughout the day.
- Monitored stock levels of retail items such as lotions, creams, oils, ensuring adequate supply at all times.
- Performed administrative duties such as filing paperwork and updating client databases.
- Resolved customer complaints quickly and efficiently in order to maintain high levels of satisfaction.
- Provided feedback on product performance to management team when requested by customers or staff members.
- Attended weekly meetings with spa management team to discuss upcoming events or promotions.
Education
Matric -
Lentegeur High
Cape Town , South Africa 2005.12 - 01/2009
Skills
- Office XP
- Microsoft (Word, Excel, PowerPoint)
- Hotelier
- Opera
- Esp
References
Monique Bagby- (757) 927-4551
Ed Kolbe- (919) 673-5242
Thania Concepcion- (757) 206-5392
Timeline
Manager On Duty
The Colonies At Williamsburg Resort
2022.04 - 2023.02
Residential/Commercial/New Construction Cleaner
Grime to Divine LLC
2021.01 - 2025.12
Cashier Trainer
Cookout
2018.01 - 2020.03
Front Desk Clerk/Executive Housekeeper
Quality Inn And Suites
2016.09 - 2020.06
Housekeeper
Great Wolf Lodge
2016.05 - 2018.09
Spa Receptionist
Dante Wellness Spa
2015.01 - 2016.04
Assistant Leasing Manager
Steer & Co. Leasing
2014.06 - 2014.12
Front Of House Employee
Urban Chic Boutique Hotel
2012.12 - 2014.04
Spa Receptionist Senior
Cape Grace Hotel
2010.04 - 2013.04
Matric -
Lentegeur High
2005.12 - 01/2009