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
Listening skills
Writing and verbal communication
Check-in and Check-out procedures
Complaint handling
Guest inquiry resolution
Guest services
Team building and supervision
Patience and composure
Data entry proficiency
Administrative skills
Team player mentality
Cash management
Issue resolution
Hospitality best practices
Guest services agent training
Special requests handling
Information confidentiality
Cleaning and sanitizing
Proficient in software
Guest relations
Key card programming
Security awareness
Baggage assistance
Transportation arrangements
VIP guest services
POS terminal operation
Concierge services
Hospitality and service industry background
Guest safety
Room assignment
Guest check-in and check-out
Paperwork handling
Computer skills
Payment processing
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