Nabil Hooshmand
Leesburg,VA
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Tru By Hilton
2023.06 - Current
- 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.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Enforced policies and procedures to increase efficiency.
Store Manager
Tobacco Hut
2021.04 - 2023.05
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Supervised guests at front counter, answering questions regarding products.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Front Desk Agent
Best Western Hotel
2020.04 - 2021.04
- 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.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
Front Desk Agent
Homewood Suites Hilton
2018.06 - 2020.04
- 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.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Answered customer telephone calls promptly and appropriately handled needs.
Education
Associate of Science - Computer Science And Programming
Northern Virginia Community College
Sterling, VA04.2025
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Hospitality services
- Oral and written communications
- Guest accommodations
- Administrative Skills
- Microsoft Office
- Front Desk Management
- Training and mentoring
- Transaction Processing
- Record preparation
- Report Generation
- Computer Skills
- Problem-Solving
- Detail Oriented
- Data Gathering
- Records Management
- Business Development
- Revenue management
Certification
- CQT - Certified Quality Technician
- CSQA - Certified Software Quality Analyst
Languages
Persian
Native or Bilingual
Timeline
Front Desk Agent
Tru By Hilton
2023.06 - Current
Store Manager
Tobacco Hut
2021.04 - 2023.05
Front Desk Agent
Best Western Hotel
2020.04 - 2021.04
Front Desk Agent
Homewood Suites Hilton
2018.06 - 2020.04
Associate of Science - Computer Science And Programming
Northern Virginia Community College
- CQT - Certified Quality Technician
- CSQA - Certified Software Quality Analyst
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