Nahif Abdul
Los Angeles,CA
Summary
Dynamic Guest Service Agent with a proven track record at Marriott, Hilton, excelling in guest communication and issue resolution. Skilled in optimizing check-in processes and enhancing guest satisfaction through attentive service. Recognized for training staff and fostering loyalty, while proficiently managing cash transactions and maintaining high standards of professionalism.
Overview
3
3
years of professional experience
Work History
Guest Service Agent
Hilton
10.2024 - 12.2025
- Provided exceptional customer service to enhance guest experience and satisfaction.
- Assisted guests with check-in and check-out processes efficiently.
- Managed reservation systems to ensure accurate bookings and room availability.
- Responded promptly to guest inquiries, resolving issues with professionalism.
- Trained new staff on operational procedures and customer service best practices.
- Conducted regular audits of guest feedback, identifying areas for service improvement.
- Collaborated with housekeeping and maintenance teams to maintain high standards of facility cleanliness.
- Maximized revenue by upselling room upgrades and additional services.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Greeted guests upon arrival by providing warm welcome.
- Maintained high level of professionalism and discretion when dealing with guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Handled customer complaints to satisfy and retain guests.
- Created welcoming and comfortable environment for guests.
- Collected room deposits, fees, and payments.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Upheld hotel policies and procedures by providing high level of customer service.
Guest Service Agent
Marriott
12.2022 - 09.2024
- Assisted guests with check-in and check-out processes, ensuring a smooth experience.
- Responded promptly to guest inquiries and resolved issues to enhance satisfaction.
- Maintained knowledge of hotel services and local attractions to provide accurate information.
- Collaborated with housekeeping and maintenance teams to ensure room readiness for arrivals.
- Processed payments and managed billing inquiries with attention to detail.
- Handled reservations using property management systems to optimize occupancy rates.
- Trained new staff on customer service protocols and operational procedures.
- Monitored guest feedback and suggested improvements for service enhancement initiatives.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Managed group bookings to ensure seamless organization of events and accommodations.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Greeted guests upon arrival and offered assistance.
- Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
- Upheld hotel policies and procedures by providing high level of customer service.
Education
High School Diploma -
Bowie High School
Bowie, MDSkills
Guest communication
Accomplishments
Marriott: Empathy Pro (2024)
Hilton: Excellent Customer Service (2025)
Timeline
Guest Service Agent
Hilton
10.2024 - 12.2025
Guest Service Agent
Marriott
12.2022 - 09.2024
High School Diploma -
Bowie High School