Néquanna Lee Ann Reinhardt
West Babylon,NY
Summary
Experienced with coordinating administrative tasks and maintaining organized office environments. Utilizes strong organizational skills to enhance office efficiency and support team operations. Track record of effective communication and multitasking to meet diverse administrative needs.
Overview
11
11
years of professional experience
Work History
Front Office Supervisor
Hilton Long Island/Huntington
Melville, NY
07.2024 - Current
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Created, prepared, and delivered reports to various departments.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provide exceptional customer support through chat, resolving guest inquiries and issues efficiently.
Guest Service Agent
Hilton Long Island/Huntington
Melville, NY
05.2021 - 07.2024
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- 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.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Managed group bookings to ensure seamless organization of events and accommodations.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Greeted guests upon arrival and offered assistance.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
- 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.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Handled customer complaints to satisfy and retain guests.
- Maintained accurate and up-to-date records of guest information.
- Provided exceptional customer support through chat, resolving guest inquiries and issues efficiently.
Team Lead
Extended Stay America
Melville, NY
01.2020 - 05.2021
- Assists the General Manager in managing the hotel operations on a day to day basis
- Resolving guest and associate issues, and performing other duties as required to develop efficiency and profitability in all aspects of property management
- Assuming the General Manager's responsibilities when required
- Ensuring that safety and security procedures are in place in accordance with company guidelines and standards for all associates and guests
- Assists the General Manager in ensuring that associates at the property are driving company initiatives to increase revenue, lower costs and increase guest and associate satisfaction
- Training associates on company standards and job performance expectations when the General Manager is not available
- Assists the General Manager in monitoring in-house guest balances and direct bill receivables, commission payments by vendors, and issuance of refund checks
- Assists with monitoring monthly inventory of supplies and equipment
- Ensures that day-to-day purchases are within budget and with approved vendors
- Serves as the first level of contact for guest service issues
- Resolves guest issues or determines necessity to escalate to the GM as needed
- Assists General Manager in developing and maintaining a work schedule for associates
Guest Service Representative
Extended Stay America
Melville, NY
01.2019 - 01.2020
- Assisting guests at all times, responding to all guest requests with diligent follow through, processing reservations, registration, payment, and departures in accordance with company guidelines and procedures
- Selling the value of ESA to all inquiries (via telephone and in person) and striving to convert them into reservations and occupied rooms in compliance with company standards
- Collecting all relevant guest information, probing for potential sales leads and identifying opportunities
- Setup, maintenance and take down of the breakfast when required by time of day
- Periodic tours of the property to ensure safety and security of all associates and guests
- Report all safety and security issues directly to the manager
- Cross training into the housekeeping and laundry areas so that assistance can be given as needed
- Maintaining overall hotel cleanliness
Internship: Peer Advisor/Receptionist
SUNY Old Westbury
03.2018 - 05.2018
- Provided front desk support for Degree Completion Office
- Assisted with students registrations and Liberal Ed requirements
- Connected students with campus support services
- Coded, analyzed and reported findings on two research studies
Telephone Interviewer
I.C. International Corp.
Hicksville, NY
06.2016 - 05.2017
- Communicate with businesses/individuals and conduct market research surveys
- Perform customer satisfaction surveys and executed political polls over the phone
- Completed product testing and offered advertising awareness
Sales Associate
Old Navy
Deer Park, NY
10.2015 - 03.2016
- Recommended merchandise based on customer needs
- Offered exceptional customer service to differentiate/promote the company brand
- Maintained clean/orderly product displays
Sales Associate
T.J.Maxx
Farmingdale, NY
10.2013 - 03.2015
- Operated cash register to process cash, check and credit card transactions
- Processed merchandise making sure they were sales floor ready
- Explained information about the quality/value/style of products to influence customer buying decisions
- Facilitated monthly and quarterly physical inventory counts
Education
BACHELOR OF ARTS - SOCIOLOGY, SOCIAL WORK
SUNY OLD WESTBURY
Old Westbury, NY05.2018
Skills
- Effective Communication
- Effective Time Management
- Service Excellence
- Problem Solving
- Relationship Building
- Team Leadership
- Proficient in Computer Applications
- Cultural Sensitivity
- Strong Prioritization Skills
- Strong Focus Skills
- Self-Directed Work
- Collaborative Team Member
- Proficient in Microsoft Office
- Proficient in Statistical Software
- Statistical Analysis Software
- Multitasking proficiency
- Staff management
- Shift scheduling
- Issue handling
- Data entry
- Administrative tasks
- Listening skills
Timeline
Front Office Supervisor
Hilton Long Island/Huntington
07.2024 - Current
Guest Service Agent
Hilton Long Island/Huntington
05.2021 - 07.2024
Team Lead
Extended Stay America
01.2020 - 05.2021
Guest Service Representative
Extended Stay America
01.2019 - 01.2020
Internship: Peer Advisor/Receptionist
SUNY Old Westbury
03.2018 - 05.2018
Telephone Interviewer
I.C. International Corp.
06.2016 - 05.2017
Sales Associate
Old Navy
10.2015 - 03.2016
Sales Associate
T.J.Maxx
10.2013 - 03.2015
BACHELOR OF ARTS - SOCIOLOGY, SOCIAL WORK
SUNY OLD WESTBURY
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