Niko Coates
Baltimore,MD
Summary
- Enthusiast with experience assisting visitors by responding to requests and finding appropriate solution to issues. Demonstrated positive attitude and ability to adapt to any situation. Strong attention to detail along with terrific telephone and email etiquette.
Overview
13
13
years of professional experience
Work History
Guest Service Agent
Intercontinental Hotels Group
Washington, DC
02.2022 - 02.2023
- Responded to guests, including email, telephone and in-person inquiries.
- Managed guest check-in and check-out procedures, reservations and payments.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Managed customer complaints and rectified issues to complete satisfaction.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Assisted guests in answering questions and completing check-in and check-out processes.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Answered guest inquiries regarding hotel offerings and services.
- Welcomed large volume of guests and improved overall customer service.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Established knowledge of local restaurants, historic sites, nightlife and shows so that such information could be given to interested guests.
- Recommended local area establishments or services to suit guest interests and plans.
- Provided concierge services for guests.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Collected payments and provided accurate change.
Front Desk Bellman
Conrad Hilton
Washington DC, DC
07.2019 - 03.2021
- Welcomed guest to front desk and engaged in friendly conversations while conducting check-in process.
- Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
- Managed customer complaints and rectified issues to complete satisfaction.
- Drafted and maintained incident reports, daily activity logs and other documents requested by management.
- Monitored reservations to track incoming parties and special events.
- Solved minor customer issues and escalated major problems immediately to.
- Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
- Input customer data using software and made immediate updates to reflect personal luggage storage.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Provided support to coworkers, taking on additional tasks during high-volume periods.
- Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
- Explained and pointed out property details to guest, including dining areas, pool, spa and fitness center.
- Pleasantly greeted every guest approaching front desk, maintaining upbeat demeanor even during moments of stress.
Restaurant Concierge/Host
Ritz Carlton Hotel
Washington DC
01.2016 - 02.2018
- Greet guests and seat them at tables or in waiting areas.
- Direct eye contact and remembering guest names.
- Provide guests with menus.
- Radio Staff.
- Assign guest to tables suitable for their needs and according to rotation so that servers receive an appropriate number of seating's.
- Speak with guest to ensure satisfaction with food and service, to respond to complaints, or to make conversation.
- Answer telephone calls and respond to inquiries or transfer calls.
- Maintain contact with kitchen staff, management, serving staff, and customers to ensure that dining details are handled properly and customers' concerns are addressed.
- Inspect dining and serving areas to ensure cleanliness and proper setup.
- Inform guest of establishment specialties and features.
- Receive and record patrons' dining reservations.
- Inspect restrooms for cleanliness and availability of supplies and clean restrooms when necessary.
- Direct guest to coatrooms and waiting areas such as lounges.
- Take and prepare to-go orders.
- Operate cash registers to accept payments for food and beverages.
- Supervise and coordinate activities of dining room staff to ensure that guest receive prompt and courteous service.
- Order or requisition supplies and equipment for tables and serving stations.
- Assist with preparing and serving food and beverages.
- Hire, train, and supervise food and beverage service staff.
- Prepare cash receipts after establishments close, and make bank deposits.
- Confer with other staff to help plan establishments' menus.
- Plan parties or other special events and services.
- Perform marketing and advertising services.
- Newspaper stand and coffee station.
Mail Handler Assistant
United States Postal Services
Merrifield, VA
03.2014 - 11.2015
- Transferred (BBC) Big Bulky Containers.
- Transferred (APC) All Purpose Containers.
- Load & Unload Docks.
- Truck Operate Forklifts.
- Conveyor Automated Package Processing System (APPS)
- Placed mail, magazines & packages in proper (area codes & zip codes)
- Unwrapping & sorting bundles of mass mail into flat trays, tubs or bins.
- Reloading machinery with mail Sort Parcels.
- Keep are clean & neat.
Front Desk Receptionist
Mandarin Oriental Hotel Group
Washington DC, DC
01.2010 - 01.2014
- Welcomed guest to front desk and engaged in friendly conversations while conducting check-in process.
- Direct eye contact.
- Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
- Transmitted information or documents to customers, using computer, mail or facsimile machine.
- Managed customer complaints and rectified issues to complete satisfaction.
- Processed and prepared memos, correspondence, travel vouchers and other documents, routing them to appropriate personnel.
- Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to supervisor.
- Drafted and maintained incident reports, daily activity logs and other documents requested by management.
- Handled payment processing duties and provided customers with receipts and proper bills and change.
- Posted room charges such as food, liquor and telephone calls based on individual customer actions.
- Completed basic bookkeeping and document filing.
- Coordinated company events with venues and advised staff of pertinent details.
- Sorted invoices for accounting department by date stamping and filing by vendor code.
- Collated, bound and stored computer-generated reports.
- Scheduled space or equipment for special programs, meetings and conferences.
- Investigated and analyzed client complaints to identify and resolve issues.
- Coordinated front desk operations and diligently helped all in-person visitors and callers with knowledgeable assistance.
- Responded to inquiries and room requests made online, by phone or email.
- Monitored reservations to track incoming parties and special events.
- Solved minor customer issues and escalated major problems immediately to.
- Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
- Input customer data using software and made immediate updates to reflect room changes.
- Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
- Explained and pointed out property details to guest, including dining areas, pool, spa and fitness center.
Education
First AID CPR AED - Medical / CPR
Heartstarts LLC
Oakton, VA04.2021
High School Diploma -
Westlake High School
2008
Some College (No Degree) - Information Technology
P.G Community College
Largo, MD Skills
- Adaptability - Flexible team player, prosper in a fast-paced work environment and can adapt to various situations prioritizing multiple work assignments simultaneously
- Communication - Listen, verbal and written to boss, co-workers or clients/guest and facilitate discussions effectively with your team
- Computer skills - Proficient at applications, opera, onQ, opentable spreadsheet, tabulations, social media and Microsoft XP, Word, Excel
- Interpersonal skills - Personable, engaging co-workers, students and workshop facilitator to work well in a team
- Leadership - Motivate and stimulate others to achieve goals and inspire change
- Research skills - Ability to think critically, analyze situations from multiple viewpoints and research matters to define key issues
- Customer Service - Assisting guest with situations they may need help with, making sure there satisfied with the outcome
Timeline
Guest Service Agent
Intercontinental Hotels Group
02.2022 - 02.2023
Front Desk Bellman
Conrad Hilton
07.2019 - 03.2021
Restaurant Concierge/Host
Ritz Carlton Hotel
01.2016 - 02.2018
Mail Handler Assistant
United States Postal Services
03.2014 - 11.2015
Front Desk Receptionist
Mandarin Oriental Hotel Group
01.2010 - 01.2014
First AID CPR AED - Medical / CPR
Heartstarts LLC
High School Diploma -
Westlake High School
Some College (No Degree) - Information Technology
P.G Community College
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