Pascale N. Henri
Elizabeth,NJ
Summary
Dedicated Front Desk Professional experienced in guest relations, reservation systems, and problem resolution. Achieved high levels of guest satisfaction through effective communication, meticulous check-in/out processes, and seamless collaboration with team members. Focused on enhancing operational efficiency and creating welcoming environments for guests.
Overview
2
2
Languages
24
24
years of professional experience
Work History
Front Desk Agent
Residence Inn by Marriott Elizabeth, New Jersey
Elizabeth, NJ
10.2022 - Current
- Resolved guest inquiries with prompt, professional front desk service.
- Managed reservations, room assignments, and special requests accurately.
- Handled billing details, folios, and payment transactions with attention to accuracy.
- Processed check-ins and check-outs using Marriott property management systems.
- Coordinated with housekeeping to support room readiness and guest satisfaction.
- Addressed service issues and escalated concerns to appropriate hotel departments.
- Answered multi-line phones and provided hotel information to guests and callers.
- Maintained front desk records and ensured smooth daily shift operations.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over the phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Oversaw fast-paced front desk operations and guests' needs at a a busy facility.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Maintained clean and organized front desk areas to uphold polished company image.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Increased repeat business by developing personal connections with guests and addressing their needs.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Streamlined check-in and check-out processes for increased efficiency.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Facilitated a welcoming environment, greeting guests upon arrival.
- Maintained high levels of guest privacy by securely managing personal information.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Developed quick reference guide for local attractions and dining, enriching guest experience.
- Managed inventory of front desk supplies, keeping essential items well-stocked.
- Coordinated with vendors for repair and maintenance of hotel.
- Implemented marketing and promotional initiatives to increase occupancy.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Prepared reports on guest satisfaction levels and other metrics.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Monitored staff performance and provided feedback and guidance.
- Monitored hotel's budget and financial records.
Sales Associate Team Leader
Lord and Taylor, A Division of May
Westfield, NJ
11.2003 - 02.2022
- Coached team on clienteling, upselling, and product knowledge to strengthen customer loyalty.
- Led sales associates through daily floor coverage, service standards, and selling priorities.
- Monitored merchandise presentation and floor sets to maintain Lord and Taylor brand standards.
- Coordinated register coverage, cash handling, and POS transactions during peak selling periods.
Shift Supervisor
Eje Travel Retail
Newark, NJ
05.2002 - 09.2003
- Supervised daily shift operations, ensuring smooth customer service and task coverage across sales floor.
- Coordinated team assignments, balancing coverage for checkout, merchandising, and stock replenishment.
- Monitored cash handling and POS transactions, maintaining accuracy during opening and closing procedures.
- Supported inventory controls, verifying stock levels and reporting discrepancies for timely resolution.
Education
High School Diploma -
College Lucien Hibbert
Port Au Prince ,HaitiReal Estate Agent - Sales
NJ REAL ESTATE Commission School
Roselle Park, NJ07-2020
Associate of Arts - Legal Nurse
Essex County College
Newark, NJ09-2003
Associate of Arts - Liberal Arts
Union County College
Cranford, NJ01-2001
Skills
- Front desk management
- Reservation systems
- Customer service
- Guest relations
- Guest services
- Guest accommodations
- Payment processing
- Sales management
- Verbal and written communication
- Time management
- Hospitality expertise
- Credit and cash payments
- Payment processing
- Transaction processing
- POS systems
- Housekeeping coordination
- Lobby oversight
- Inventory oversight
- Document management
- Registration processing
- Record preparation
- File management
- Team management
- Staff training
- Training and mentoring
- Oral and written communications
- Listening skills
- Phone and email etiquette
- Automated telephone systems
- Microsoft office
- Word processing
- Strategic planning
- Computer skills
- Effective planning
- Administrative skills
- Office management
- Analytical skills
- Problem-solving
- Safety procedures
- Service dispatching
- Local transportation knowledge
- Promotional strategies
- Telephony systems
- Financial management
- Transport logistics
- Financial tracking
- Property systems
- Financial oversight
- GoConcierge
- Fluent in [French]
- Hospitality best practices
- Fluent in [French]
- GoConcierge
- Computer skills
- Problem-solving
- Team collaboration
- Communication etiquette
- Data entry
- Staff training
- Payment processing
- Service management
- Front office management
Accomplishments
- Asked by hotel manager to handle concierge duties due to high level of professionalism and attention to detail when that individual was out sick for a week.
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- Received a job promotion within 11 months of hire date due to outstanding performance.
- Developed revenue streams for the hotel by informing guests of the establishment's array of services including the spa, salon, upscale restaurants and the casino.
- Assisted concierge with special projects, completing tasks ahead of schedule.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Languages
Spanish
Professional Working
French
Native or Bilingual
Interests
- Enjoy hobbies that combine physical activity with outdoor exploration
- Music
- Dancing
- Horseback Riding
- Food Tourism
- Learning new cooking techniques and expanding my culinary skills
- Swimming
- Reading
- Yoga
- I have a passion for photography and editing photos
- Fashion and Style
- Train Travel
- Adventure Travel
- I like trying new recipes and food trends
- Running
- Team Sports
- Road Trips
Timeline
Front Desk Agent
Residence Inn by Marriott Elizabeth, New Jersey
10.2022 - Current
Sales Associate Team Leader
Lord and Taylor, A Division of May
11.2003 - 02.2022
Shift Supervisor
Eje Travel Retail
05.2002 - 09.2003
High School Diploma -
College Lucien Hibbert
Real Estate Agent - Sales
NJ REAL ESTATE Commission School
Associate of Arts - Legal Nurse
Essex County College
Associate of Arts - Liberal Arts
Union County College