NANCY MSHEIK
Dearborn Heights,MI
Summary
Dedicated front desk manager, offering more than five years in the hospitality industry. Energetic and motivated to deliver excellent customer service. Friendly and courteous seeks employment with an upscale hotel. Fosters positive relationships with guests to promote customer satisfaction. Efficient in data entry and general operations. Reliable, motivated and willing to go above and beyond to ensure guest satisfaction. Qualification Exceptional customer service. Fluent in Arabic and English. Excellent communicator. Cash handling. Conflict resolution. Reliable. Multitask. Data entry. Excellent time management. Staff motivation and training. Multi-line switchboards.
Overview
22
22
years of professional experience
Work History
Assistant Director of Rooms
Concord Hotels
Novi, MI
02.2023 - Current
Assistant Room Operations Manager
The Dearborn Inn, A Marriott Hotel
02.2022 - Current
- Supervised operations team to support operational excellence and excellent customer service.
- Developed and maintain operational guidelines for staff.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Educated operations team on best practices, company policies and service excellence standards.
- Balanced daily room inventory.
- Responsible for blocking elite members according to their special requests.
- Conducted interviews and assisted in on making hiring decisions.
- Strived to continually improve guest satisfaction.
- Lead by example demonstrating self-confidence and enthusiasm.
- Performed hourly job function as needed.
- Extended professionalism and courtesy to employees.
Guest Experience Expert
Dearborn Inn, A Marriott Hotel
09.2019 - 02.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Delivered prompt service to prioritize customer needs.
- Provided information regarding charge accounts and loyalty programs.
- Exhibited high energy and professionalism when dealing with guest and staff.
Assistant Front Office Manager
Crescent hospitality
01.2017 - 01.2019
- Ensure all mobile check-ins are processed on time
- Respond to GSS surveys
- Balance hotel inventory, on sold out nights
- Chatted with guests via GXI App, delivered requests, responded to inquiries
- Helped with checking in and checking out guests
- Reply to emails from Marriott customer care, resolved guest’s issues
- Keep track of giftshop inventory
- Stock giftshop
- Manage front office staff
- Ensure all hospitality standards are maintained
- Cash handling at the front desk and giftshop using Micros
- Prepare staff schedule
- Process commissions in IMS
- Creative child nursery school-doha, qatar
Admissions Officer
11.2009 - 06.2013
- Provided school information to parents
- Gave school tours
- Processed enrollments
- Received tuition payments
- Created attendance lists
- Language classes lists, etc
- Responded to emails
- Generated marketing analysis report, discussed with school Director.
Lead Front Office Supervisor
Merritt Hospitality
04.2005 - 03.2006
- Monitored room availability using PMS and MARSHA
- Maximized room rates
- Supervised front desk staff
- Fostered strong working relationships with all hotel departments
- Directed the daily activities
- Monitored the appearance and performance of the front desk staff
- Greeted all guests in a courteous and professional manner
- Assisted Front Office Manager with schedule.
Front Desk Supervisor-Rooms Controller
Marriott hotels and resorts
01.2001 - 04.2005
- Performed departmental administrative duties
- Processed payroll
- Assisted in interviewing, selecting, training, and counseling front office associates
- Scheduled and supervised staff to ensure prompt, friendly, and attentive service
- Built, maintained, and controlled all room blocks
- Verified accuracy of opening count
- Ordered office supplies
- Ensured all guest concerns and requests were resolved promptly
Education
Associates - Hospitality Management, Applied Science
Henry Ford College
Dearborn, MISkills
- Employee Supervision
- Operational Excellence
- Problem Anticipation and Resolution
- Customer Relations
- PMS
- Marsha
- Oscar
- Inventory Tracking and Management
- Cash Handeling
Affiliations
PHI THETA KAPPA Member-International Honor Society.
Certificate of program completion-professional development (Pro Mgmt) program. National Restaurant Association Educational Foundation.
Spirit to Serve Award-Marriott International.
CPR and First Aid Certified-Doha Qatar.
Page 2
Timeline
Assistant Director of Rooms
Concord Hotels
02.2023 - Current
Assistant Room Operations Manager
The Dearborn Inn, A Marriott Hotel
02.2022 - Current
Guest Experience Expert
Dearborn Inn, A Marriott Hotel
09.2019 - 02.2022
Assistant Front Office Manager
Crescent hospitality
01.2017 - 01.2019
Admissions Officer
11.2009 - 06.2013
Lead Front Office Supervisor
Merritt Hospitality
04.2005 - 03.2006
Front Desk Supervisor-Rooms Controller
Marriott hotels and resorts
01.2001 - 04.2005
Associates - Hospitality Management, Applied Science
Henry Ford College
Similar Profiles
Miguel A. FloresMiguel A. Flores
Task Force Manager at concord hotelsTask Force Manager at concord hotels
Elijah HendersonElijah Henderson
Hotel Front Desk Clerk at Concord HotelsHotel Front Desk Clerk at Concord Hotels
Chris NaylorChris Naylor
Night Auditor at Concord HotelsNight Auditor at Concord Hotels
Brianna TrohimczykBrianna Trohimczyk
Logistics Specialist/Assistant Project Manager at RXO LogisticsLogistics Specialist/Assistant Project Manager at RXO Logistics
William ElatracheWilliam Elatrache
Delivery Driver at Ready LogisticsDelivery Driver at Ready Logistics