Rakenya Roper
Hollywood
Summary
Dynamic professional with extensive experience at Marriott Sales Gallery, excelling in customer service and front desk management. Proven ability to enhance guest satisfaction through effective problem-solving and relationship building. Skilled in utilizing property management systems and streamlining operations, contributing to increased efficiency and improved guest experiences.
Overview
2
2
years of professional experience
Work History
Sales Front Desk Specialist
Marriott Sales Gallery
04.2023 - 2025
- Managed guest check-in and check-out procedures efficiently, ensuring smooth operational flow.
- Coordinated reservations and special requests, enhancing overall guest experience and satisfaction.
- Utilized property management systems to maintain accurate records of guest information and bookings.
- Assisted in training new front desk staff on best practices and customer service standards.
- Resolved guest inquiries and complaints promptly, fostering positive relationships with clientele.
- Implemented process improvements that streamlined front desk workflows, increasing efficiency during peak hours.
- Kept a well-maintained front desk area, creating an inviting atmosphere for guests upon arrival and throughout their stay.
- Improved customer satisfaction by efficiently handling front desk operations and addressing guest concerns promptly.
- Managed reservation cancellations or modifications with minimal disruption to other bookings, ensuring optimal revenue generation opportunities were preserved.
- Contributed to sales efforts by promoting hotel services and amenities to potential customers over the phone or during in-person interactions.
- Enhanced the overall guest experience by providing exceptional service and maintaining a professional demeanor at all times.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Office Manager
Phlys Academy
04.2021 - 11.2022
- Coordinated daily office operations, enhancing workflow efficiency and team productivity.
- Managed scheduling and appointments for staff, ensuring optimal time management and resource allocation.
- Developed office procedures to streamline administrative tasks and improve overall operational effectiveness.
- Assisted in budget tracking and expense reporting, maintaining accurate financial records for the department.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
Education
Occupational Therapy
Broward College
Pembroke Pines, FLHigh School Diploma -
Charles W. Flanagan
Pembroke Pines, FL08.2019
Skills
- Building relationships
- Scheduling appointments
- Customer service
- Problem-solving skills
- Time management
- Listening skills
- Hospitality services
- Cash handling
- Guest services
- Housekeeping
- Microsoft office
- Administrative skills
- Front desk management
- Guest accommodations
- Oral and written communications
- File management
- POS systems
- Mail and packages
- Registration processing
- Registration
- Inventory oversight
- Supply replenishment
- Information protection
- Report generation
- Lobby oversight
- Contracts
Timeline
Sales Front Desk Specialist
Marriott Sales Gallery
04.2023 - 2025
Office Manager
Phlys Academy
04.2021 - 11.2022
Occupational Therapy
Broward College
High School Diploma -
Charles W. Flanagan