Nicole Grant

Manage and coordinate daily activities for the guest relations team to ensure timely and accurate resolution guest inquires. Improve service by communicating and assisting individuals in understanding guest needs, providing guidance, feedback, and individual coaching. Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis. Do a work schedule for the team weekly.

Supervised front desk operations to ensure that all guests received superior customer service from hotel staff. Managed guest check-in and check-out procedures, reservations, and payments. Mentored new team members on correct procedures, compliance requirements, and performance strategies. Addressed and welcomed a large volume of guests to business per day, improving overall customer service and engagement. Directed all front desk operations with a focus on hotel reputation, staff productivity, and operational efficiency. Create and optimized employee schedules to secure the proper coverage for all shifts. Performed balancing of hotel accounts at the end of the day. Generated reports detailing daily actions, including guest numbers, accounting expenses, and income and room service usage.

Facilitated research of local venues, restaurants, and visitor spots per guest requests. Scheduled deliveries of various items, including flowers, gifts, and balloons, and made guest reservations for spa services and dining. Greeted clients and provided personalized support to meet unique needs and promote brand loyalty. Managed transportation arrangements to and from the airport, train station, and local events for visitors. Ensure the food presentations are set to company standards.

Assist Customers with directory assistance, billing information and queries. Provide international dialing assistance to customers and market company products. Earned reputation for good attendance and hard work. Answered over 800 inbound calls per day and directed to designated individuals or departments.

Check in and board passengers. Process tickets and Handle customer inquires.