Nyelah Jones
Port Saint Lucie,FL
Summary
Experienced and customer-focused Front Desk Supervisor with a proven track record of managing daily operations in a fast-paced hotel or hospitality environment. Skilled in overseeing front desk staff, ensuring excellent guest service, handling guest inquiries, and maintaining operational efficiency. Strong communicator with a focus on staff training, scheduling, and problem resolution to ensure guest satisfaction and smooth hotel operations. Proficient in managing reservations, check-ins/check-outs, and handling financial transactions.
Overview
9
9
years of professional experience
Work History
Front Desk Supervisor
Hilton Garden Inn Hotel
Port St. Lucie, FL
12.2024 - Current
- Guided employees in handling difficult or complex problems.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Processed payments, cashiering duties and credit card transactions accurately.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Welcomed large volume of guests and improved overall customer service.
- Participated in meetings with other managers to discuss strategies for increasing profitability.
- Facilitated successful front desk operations for high-volume hotel.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
- Monitored reservations to track incoming parties and special events.
- Created and optimized employee schedules for shift coverage.
Flight Attendant/Safety Professional
Spirit Airlines
Atlanta, GA
03.2023 - 10.2023
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
- Supported passengers with special needs and provided assistance to wheelchair passengers.
- Completed pre-flight safety checks to reinforce passenger safety.
Hotel Front Desk Receptionist
Homewood Suites Hotel
Port Saint Lucie, FL
06.2021 - 03.2023
- Transmitted and received messages using telephones or telephone switchboards.
- Arranged tours, taxis or restaurant reservations for customers.
- Posted incidental charges to ledgers, manually or by using computers.
- Computed bills, collected payments and made change for guests.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Kept records of room availability and guest accounts, manually or using computers.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Reviewed accounts and charges with guests during check out process.
- Helped patrons find entertainment and sporting events, making reservations and enhancing customer experience.
- Facilitated successful front desk operations for high-volume hotel.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
Hotel Front Desk Agent
Hilton
Vero Beach, FL
08.2019 - 01.2021
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
- Educated guests regarding important property information and directions to different hotel areas.
- Handled high volume of phone calls and routed to proper guest or internal department.
- Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
Front Desk Receptionist
Boys and Girls Club
Ft. Pierce, FL
01.2016 - 08.2018
- Scheduled space or equipment for special programs, meetings and conferences.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Sorted invoices for accounting department by date stamping and filing by vendor code.
- Scheduled appointments and maintained and updated appointment calendars.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Completed basic bookkeeping and document filing.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Explained policies and procedures to visitors.
Education
Hospitality Administration And Management
Indian River State College
Ft. Pierce, FL08.2016
High School Diploma -
Fort Pierce Westwood High School
Fort Pierce, FL05.2015
Skills
- Welcoming guests
- Problem-solving skills
- Time management
- Flexible and Adaptable
- Schedule Management
- Hospitality service expertise
- Food and beverage preparation
- Aviation regulations
- Airline Operations
- VIP priority options
- Rate changes
- VIP guest relations
- Account changes
- Guest check-in and check-out
- System updates
- Hospitality services
- Team building and supervision
- Cash handling accuracy
- Customer service management
- Training and mentoring
- Guest safety
- Strong leadership
- Data entry efficiency
- Guest relations
- Scheduling and planning
- Staff supervision
- Word processing
- Staff training
- Complaint management
- Compliance monitoring
Additional Information
A few things about me, that I personally love/enjoy doing
- Photography
- Music/Going to concerts
- Beach
- Family Oriented
- Astrologer
- Traveling
Education
other,other
Timeline
Front Desk Supervisor
Hilton Garden Inn Hotel
12.2024 - Current
Flight Attendant/Safety Professional
Spirit Airlines
03.2023 - 10.2023
Hotel Front Desk Receptionist
Homewood Suites Hotel
06.2021 - 03.2023
Hotel Front Desk Agent
Hilton
08.2019 - 01.2021
Front Desk Receptionist
Boys and Girls Club
01.2016 - 08.2018
Hospitality Administration And Management
Indian River State College
High School Diploma -
Fort Pierce Westwood High School
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