Qiana Harris
Orlando,FL
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, evidenced by my role at InTown Suites. Skilled in problem-solving and relationship building, I excel in environments requiring attention to detail and strong organizational skills. Achieved significant improvements in guest service efficiency and satisfaction rates. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
16
16
years of professional experience
Work History
Guest Service Representative
InTown Suites
07.2023 - Current
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Answered hotel phones with professionalism and directed calls appropriately.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Processed guest check-ins and check-outs following procedures for fast turnover.
Security Officer
Universal Studios
06.2021 - 07.2023
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
Security Officer/Supervisor
FJC Securities Services
01.2016 - 04.2020
- Supervised a team of security officers, ensuring adherence to company policies and maintaining high morale among staff members.
- Developed detailed incident reports, providing comprehensive information for management review and decisionmaking.
- Handled sensitive information discreetly while adhering to strict confidentiality guidelines set forth by the organization.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Effectively resolved conflicts between staff members or visitors, employing strong communication skills and level-headed problem-solving techniques.
- Provided exceptional customer service to clients, addressing concerns promptly and professionally while maintaining a focus on safety and security.
Merchandise Coordinator
TJ Max
09.2011 - 01.2016
- Supervised daily operations on the sales floor, ensuring smooth customer interactions and prompt issue resolution.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Trained new team members on company policies, procedures, and merchandising best practices.
- Educated employees on new merchandise during seasonal workshops.
- Reduced out-of-stock occurrences by maintaining accurate inventory records and timely reordering of products.
- Increased sales by effectively coordinating merchandise displays and promotional materials.
- Ran markdown reports, managed store replenishment, and analyzed buying reports.
Reservation Agent
Hotelbeds USA
08.2008 - 10.2011
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Maximized occupancy rates by closely monitoring availability trends and adjusting pricing strategies accordingly.
- Utilized reservation software effectively to manage inventory, maintain rate structures, and track guest history accurately.
Education
Associate of Arts - Criminal Justice
Florida Metropolitan University
Orlando, FLSkills
- Customer Service
- Computer Skills
- Guest accommodations
- Detail Oriented
- Guest Relations
- Issue Resolution
- Organizational Skills
- Relationship Building
- Office Support
- Multitasking
- Written Communication
- Attention to Detail
- Problem-Solving
Timeline
Guest Service Representative
InTown Suites
07.2023 - Current
Security Officer
Universal Studios
06.2021 - 07.2023
Security Officer/Supervisor
FJC Securities Services
01.2016 - 04.2020
Merchandise Coordinator
TJ Max
09.2011 - 01.2016
Reservation Agent
Hotelbeds USA
08.2008 - 10.2011
Associate of Arts - Criminal Justice
Florida Metropolitan University
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