Summary
Overview
Work History
Education
Skills
Timeline
Hobbies
CustomerServiceRepresentative

Nicholos Baxter

New York,NY

Summary

Driven and resourceful administrative professional with 8+ years of experience assisting with work of high-achieving careers. Track record supporting professional needs with well-organized precision. Successfully manages high-volume workloads in rapidly changing environments. Focused professional knowledgeable about devising innovative solutions to diverse business concerns and goals. Strategic and forward-thinking leader with self-motivated and tactical mindset. Excellent relationship-building and critical thinking skills with determined and decisive nature.

Overview

8
8
years of professional experience

Work History

Housekeeping Manager

IHG Hotels & Resorts
02.2023 - Current
  • Managed team productivity and workflow to exceed quality standards.
  • Trained and mentored all new personnel to maximize quality of service and performance.
  • Increased employee performance through effective supervision and training.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Managed up to staff of 25 housekeepers.
  • Proved successful working within tight deadlines and fast-paced environment.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Completed schedules, shift reports, and other business documentation.
  • Evaluated employee performance and developed improvement plans.
  • Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
  • Coordinated household cleaning service operations and managed client relations.
  • Drove improvements to workflow and room turnover with hands-on, proactive management style.

Front Desk Agent

EDITION Hotels
05.2022 - 02.2023
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Used internal software to process reservations, check-ins and check-outs.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • 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.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.

Concierge/Event Coordinator

The Ritz-Carlton Residences
10.2019 - 05.2022
  • Coordinated schedules and timelines for events.
  • Managed event logistics and operations.
  • Brainstormed and implemented creative event concepts and themes.
  • Managed administrative logistics of events planning, event booking, and event promotions.
  • Performed event coordination for larger parties and gatherings.
  • Consulted with customers to determine objectives and requirements for events.
  • Developed post-event reports to determine effectiveness of each event.
  • Acquired contracts and agreements to finalize negotiations and obtain approval signatures.
  • Created and maintained event expenditures, budgets and timelines in job-related software.
  • Utilized internal databases to prepare and distribute guest lists, electronic invitations and registration processes.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Developed relationships with local businesses to secure discounts and special offers for guests.
  • Created and maintained comprehensive database of local attractions and restaurants to assist personnel in recommending guest entertainment.

Supervisor

Home Depot
01.2019 - 10.2019
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Achieved results by working with staff to meet established targets.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Collected, arranged, and input information into database system.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Created and managed project plans, timelines and budgets.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Gathered, organized and input information into digital database.
  • Maintained database systems to track and analyze operational data.

Team Leader/Crew Member

McDonald's
09.2015 - 01.2019
  • Distributed necessary tasks and duties during each shift.
  • Followed instructions and safety protocols while operating machinery and equipment.
  • Cleaned and maintained tools, equipment and worksites.
  • Followed instructions and safety protocols to prevent accidents and injuries.
  • Supervised team members and oversaw effective and efficient completion of job duties.
  • Quickly and efficiently resolved complaints and escalated issues.
  • Facilitated disciplinary action when necessary.
  • Set performance goals for individual team members and created reward systems and contests.
  • Inspected tools and equipment to maintain safety and efficiency.
  • Worked in fast-paced environment with sense of urgency to serve guests quickly.
  • Restocked inventory and ingredient items to maintain optimal kitchen efficiency.
  • Trained and assisted new kitchen staff members.

Education

Bachelor of Science - Business Administration And Management

Medgar Evers College of The City University of New York
Brooklyn, NY
05.2023

High School Diploma -

High School For Civil Rights
Brooklyn, NY
06.2018

Skills

  • Regulatory Compliance
  • Invoice Processing
  • Database Updating
  • Budget Administration
  • Data Archiving
  • New Program Implementation
  • Client Relations
  • Analytic Functions
  • Vendor Relationship Management
  • Customer Relationship Management
  • Report Analysis
  • Oracle E-Business Suite Financials
  • Public Relations
  • MS Office
  • Multitasking Abilities
  • Planning and Coordination
  • Critical Thinking
  • Decision-Making
  • Written Communication
  • Interpersonal Communication
  • Adobe Software
  • Scripting

Timeline

Housekeeping Manager

IHG Hotels & Resorts
02.2023 - Current

Front Desk Agent

EDITION Hotels
05.2022 - 02.2023

Concierge/Event Coordinator

The Ritz-Carlton Residences
10.2019 - 05.2022

Supervisor

Home Depot
01.2019 - 10.2019

Team Leader/Crew Member

McDonald's
09.2015 - 01.2019

Bachelor of Science - Business Administration And Management

Medgar Evers College of The City University of New York

High School Diploma -

High School For Civil Rights

Hobbies

 Photography, Sports, Art, Traveling and Writing.

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