Niko Coates
District Heights,Maryland
Summary
Dynamic hospitality professional with extensive experience at various hotel, excelling in customer service and front desk operations. Proven ability to enhance guest experiences through effective problem-solving and staff training. Proficient in property management software, ensuring seamless reservation management and check-in/check-out processes. Committed to delivering exceptional service and fostering guest relations.
Overview
13
13
years of professional experience
Work History
Guest Service Agent
Intercontinental Hotels Group
Washington, DC
02.2022 - 02.2023
- Assisted guests with reservations, cancellations, and billing inquiries using property management systems.
- Collaborated with team members to ensure smooth daily operations in high-demand periods.
- Handled guest feedback promptly to improve overall service quality and guest experience.
- Investigated guest complaints and utilized critical thinking to foster expedient resolution.
- Managed guest check-in and check-out procedures, reservations, and payments.
- Responded to guests, including email, telephone, and in-person inquiries.
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.
- 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.
- Provided support to coworkers, taking on additional tasks during high-volume periods.
- 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.
- Provide guests with menus.
- 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.
- 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.
- Take and prepare to-go orders.
- Operate cash registers to accept payments for food and beverages.
- Hire, train, and supervise food and beverage service staff.
- Plan parties or other special events and services.
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.
- Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
- 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.
- Responded to inquiries and room requests made online, by phone or email.
- Solved minor customer issues and escalated major problems immediately to.
- 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
Waldorf, MD2008
Some College (No Degree) - Information Technology
P.G Community College
Largo, MD Skills
- Opera
- OnQ
- PEEP
- FOSSI
- Customer service
- Front desk operations
- Reservation management
- Staff training
- Payment processing
- Hospitality management
- Guest relations
- Effective communication
- Problem solving
- Staff training and development
- Property management software
- Administrative skills
- Confirmations and cancellations
- Guest safety
- Guest services
- Computer reservations systems
- Administrative support
- Check-in and Check-out procedures
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
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