NICOLE MAMBO
Metairie,LA
Summary
Hospitality professional with 5+ years managing front desk operations and leading team performance to improve guest experiences. Resolves guest issues quickly to strengthen customer loyalty. Maintains operational efficiency while delivering consistent service standards.
Overview
16
16
years of professional experience
Work History
Bank Teller
Hancock Whitney Bank
Metairie, Louisiana
11.2024 - Current
- Provided prompt customer service by addressing inquiries, resolving complaints, and processing transactions efficiently.
- Assisted clients with account inquiries and service requests to enhance customer satisfaction.
- Resolved customer complaints with professionalism and care.
- Explained bank services, financial products, and applicable fees to customers to ensure informed decision-making.
- Described various bank products and services to customers during consultations to ensure clarity.
- Balanced cash drawer and completed routine audits.
- Maintained confidentiality of bank records, transactions, and customer information.
- Assisted large volumes of customers during high-volume shifts and stayed composed and professional during stressful situations.
FRONT OFFICE MANAGER
Sheraton Metairie
Metairie, Louisiana
08.2023 - 02.2024
- Over 5 years managing front desk operations, ensuring high levels of customer satisfaction.
- Managed staff schedules and conducted training to enhance service quality and streamline guest inquiry resolution.
- Proactive in addressing concerns and ensuring smooth check-in/out processes.
- Resolved front desk staff issues, ensuring consistent customer satisfaction through effective communication.
- Managed room inventory to maximize occupancy and check-in/out efficiency.
- Delivered exceptional guest service by promptly addressing needs, contributing to repeat business and positive guest experiences. and high client retention.
FRONT DESK AGENT/SUPERVISOR
Holiday Inn Chateau Lemoine
New Orleans, Louisiana
08.2022 - 07.2023
- Managed team of front desk agents to streamline operations and improve service delivery.
- Oversaw front desk operations, facilitating smooth check-ins and fostering guest satisfaction.
- Provided exceptional customer service, resolving guest concerns and complaints promptly.
- Handled front desk operations and addressed guest inquiries to enhance overall experience.
FRONT OFFICE MANAGER
Holiday Inn Airport
09.2018 - 07.2022
- Led a team of 10+ staff in delivering exceptional customer service and guest satisfaction.
- Led team in enhancing guest service and achieving consistently high satisfaction scores.
- Managed front desk operations, facilitating seamless guest experiences and support.
- Improved guest satisfaction through excellent customer service and problem resolution.
- Implemented new check-in system, enhancing operational efficiency and guest experience.
- Oversaw budgeting and development of financial reports for the hotel.
GUEST SERVICE REPRESENTATIVE/SUPERVISOR
Hampton Inn Metairie
Metairie, Louisiana
02.2014 - 09.2018
- Managed guest inquiries and resolved issues promptly, contributing to a positive guest experience.
- Resolved guest inquiries and complaints efficiently, enhancing guest satisfaction and loyalty.
- Processed check-ins and check-outs for guests accurately.
- Trained new staff on company policies and procedures, ensuring adherence to service standards and consistency.
NIGHT AUDITOR
Hilton Garden Inn French Quarter
New Orleans, Louisiana
02.2013 - 06.2014
- Handled daily reconciliations, billing reports, and balanced accounts to ensure financial accuracy.
- Processed cash, credit, and debit transactions with attention to detail and accuracy.
- Utilized financial transaction management software to track reservations and maintain guest information.
FRONT DESK REPRESENTATIVE/NIGHT AUDITOR
Doubletree By Hilton
Baltimore, Maryland
08.2012 - 05.2013
- Executed night audit processes to reconcile daily transactions, ensuring financial accuracy and compliance.
- Balanced cash drawer and processed payments with precision in a fast-paced hotel environment, enhancing guest satisfaction.
- Delivered outstanding guest service at the front desk to enhance visitor experience.
- Managed customer orders and served food and beverages efficiently in a restaurant setting, contributing to a positive dining experience.
- Collaborated with patrons to create menu items, addressing questions and providing recommendations.
WAITRESS
Applebee's Restaurant
10.2010 - 08.2012
- Recorded customer orders accurately and served food and beverages promptly.
- Delivered attentive wait service, enhancing customer satisfaction.
- Made menu recommendations, answered questions, and provided detailed information to enhance dining experience.
Education
Associate of Arts - Mass Communication
Curtin International College
PerthSkills
- Bank product knowledge
- Transaction accuracy
- Customer needs assessment
- Customer service excellence
- Problem solving
- Analytical thinking
- Time management
- Stress tolerance
- Integrity and trustworthiness
- Relationship management
- Leadership abilities
- Communication skills
- Interpersonal skills
Timeline
Bank Teller
Hancock Whitney Bank
11.2024 - Current
FRONT OFFICE MANAGER
Sheraton Metairie
08.2023 - 02.2024
FRONT DESK AGENT/SUPERVISOR
Holiday Inn Chateau Lemoine
08.2022 - 07.2023
FRONT OFFICE MANAGER
Holiday Inn Airport
09.2018 - 07.2022
GUEST SERVICE REPRESENTATIVE/SUPERVISOR
Hampton Inn Metairie
02.2014 - 09.2018
NIGHT AUDITOR
Hilton Garden Inn French Quarter
02.2013 - 06.2014
FRONT DESK REPRESENTATIVE/NIGHT AUDITOR
Doubletree By Hilton
08.2012 - 05.2013
WAITRESS
Applebee's Restaurant
10.2010 - 08.2012
Associate of Arts - Mass Communication
Curtin International College