Ronell Jones
Philadelphia,PA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Seasoned Lead Guest Service Agent boasting background in hospitality and customer service. Specialize in developing guest-oriented solutions, leading teams with strong management skills and fostering team collaboration to enhance overall guest experience. Demonstrate ability to handle high-pressure situations, resolve conflicts professionally, and ensure smooth operations for optimal guest satisfaction. Notable contributions in previous roles include improving process efficiency, enhancing team productivity, and elevating service quality standards.
Overview
7
7
years of professional experience
Work History
Lead Guest Service Agent
Sofitel Luxury Hotels
Philadelphia, PA
12.2023 - Current
- Assisted customers with check-in and check-out procedures, including confirming reservations and room assignments.
- Answered telephone calls promptly while providing exceptional customer service.
- Prepared bills and processed payments using computerized systems.
- Greeted customers and provided information about hotel services, amenities, and local attractions.
- Provided concierge services such as arranging transportation, restaurant reservations, tours and recreational activities for guests.
- Processed incoming mail, messages and faxes for guests.
- Monitored inventory levels of supplies at the front desk.
- Performed cashier duties such as taking payments for guests' bills or exchanging foreign currency.
- Assisted in training new employees on front desk operations.
- Maintained cleanliness of lobby area throughout shift hours.
- Maintained up-to-date knowledge of hotel products, services, pricing policies, promotions and other general information.
- Resolved customer complaints in a professional manner.
- Handled high volume of phone calls and routed to proper guest or internal department.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Helped patrons find entertainment and sporting events, making reservations, and enhancing customer experience.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Investigated and analyzed client complaints to identify and resolve issues.
Front Desk Lead
Marriott Old City
Philadelphia, PA
03.2023 - 12.2023
- My key duties included distributing room keys, registering guests and verifying reservations
- I also was tasked with helping guests with any questions or complaints
- And looking after all front desk inquiries.
- Maintained an organized front desk area including lobby area and reception counter.
- Prepared weekly schedules for Front Desk staff according to occupancy levels.
- Responded promptly to all emails or phone calls from customers.
- Communicated effectively with other departments within the hotel as necessary.
- Collaborated with other departments to resolve customer complaints quickly and efficiently.
- Managed daily bookings ensuring that room availability is accurate in accordance with company guidelines.
- Handled administrative duties such as filing paperwork and preparing reports.
- Reviewed daily shift assignments for accuracy prior to start of shift.
- Trained new front desk staff in customer service and telephone etiquette.
- Greeted and welcomed guests to the hotel.
- Greeted guests and vendors to assist in navigating space.
- Maintained front desk to provide positive first impression.
Junior Groomer
Petco
Baltimore, MD
02.2022 - 11.2023
- Maintained a clean and safe work environment by adhering to all safety regulations.
- Placed orders for supplies on a regular basis in order to maintain adequate inventory levels at all times.
- Managed stockroom area ensuring that merchandise was properly stocked and organized at all times.
- Provided nail trimming, ear cleaning, teeth brushing, and other related services.
- Utilized scissors, clippers, brushes, combs and other tools properly during grooming sessions.
- Developed positive relationships with customers through friendly interactions both over the phone and in person.
- Assessed the condition of each animal prior to beginning grooming process in order to determine best approach for individual pet's needs.
- Evaluated animals before releasing them back to owners; discussed any issues that arose during the session with owner if needed.
- Ensured that all equipment used was cleaned after each use according to company standards.
- Communicated with customers regarding their pet's needs and recommended additional services or products when necessary.
- Bathed large number of animals during each shift.
- Handled pets with gentle demeanor to help animals feel calm and secure.
- Groomed dogs and cats by utilizing blades, de-shedding tools, and shears.
- Cleaned and disinfected kennels and common areas to reduce spread of illness from infected animals.
- Bathed and styled pet's fur, inspecting animals for external signs of parasites, disease or injury.
- Booked grooming appointments and made follow-up phone calls to remind customers of upcoming appointments.
Front Desk Supervisor
Hampton Inn & Suites Baltimore Inner Harbor
Baltimore, MD
01.2022 - 01.2023
- Established rapport with other employees to improve operations
- Utilized extensive knowledge of rates, packages, and special promotions to drive sales
- Resolved guest issues with creative solutions, escalating major concerns to management
- Completed verification reports and system updates to maintain smooth operations
- Reconciled daily cash drawers and prepared end-of-day reports
- Interacted kindly with guests, offering assistance and support
- Generated computerized customer bills and processed customer payments.
- Provided guidance and mentorship to junior team members in order to help them develop their skills.
- Coordinated room assignments by considering guest preferences and special requests whenever possible.
- Processed payments, cashiering duties and credit card transactions accurately.
- Coordinated with other departments to ensure smooth operations of the front desk area.
Patient Transport Supervisor
Union Memorial Hospital
Baltimore, Maryland
03.2021 - 12.2022
- Managed high-volume of inbound and outbound customer calls
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Implemented additional services to maintain exceptional client service ratings
- Utilized active listening and communication skills to address customer inquiries and escalate issues to my supervisor.
- Tracked progress on projects and provided timely feedback to staff members.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Directed and supervised team of 15 employees in daily operations.
Empowerment Program Consultant
University Of Maryland
Baltimore, Maryland
04.2017 - 12.2021
- Coordinated volunteer activities, including recruitment, training, scheduling, and supervision.
- Conducted research on current social issues impacting the target population.
- Maintained a database of program participants and tracked outcomes over time.
- Analyzed data collected from surveys administered throughout the service area to measure effectiveness of outreach efforts.
- Served as a liaison between healthcare providers and community organizations.
- Organized educational seminars regarding preventive health measures and healthy lifestyle choices.
- Provided assistance with completing forms related to public benefits programs.
- Created informational materials about available resources in the local community.
Lead Customer Service Agent
Walmart
Baltimore, MD
08.2017 - 10.2019
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained a high level of professionalism when dealing with difficult customers.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Education
Dr. Samuel Banks High School
Associate in Arts -
Morgan State University
Skills
- Motivational leadership
- Organizational problem-solving
- Supervisory skills
- Team building
- Customer service
- Training
- Monitoring
- Morale-building
- Employee engagement
- Performance evaluation
- Rapport building
- Rates knowledge
- Sales driving
- Guest issue resolution
- Cash handling
- Customer billing
- Payment processing
- Inbound and outbound customer calls
- Fast and friendly service
- Active listening
- Communication skills
- Patient transport
- Front desk operations
- Medical stigma reduction
- Outreach
- Mobility assistance
- Facility familiarity
- Schedule coordination
- Staff training
- Team monitoring
- Policy adherence
- Leaves of absence management
- Department leadership
- Customer satisfaction
- Employee performance review
Timeline
Lead Guest Service Agent
Sofitel Luxury Hotels
12.2023 - Current
Front Desk Lead
Marriott Old City
03.2023 - 12.2023
Junior Groomer
Petco
02.2022 - 11.2023
Front Desk Supervisor
Hampton Inn & Suites Baltimore Inner Harbor
01.2022 - 01.2023
Patient Transport Supervisor
Union Memorial Hospital
03.2021 - 12.2022
Lead Customer Service Agent
Walmart
08.2017 - 10.2019
Empowerment Program Consultant
University Of Maryland
04.2017 - 12.2021
Dr. Samuel Banks High School
Associate in Arts -
Morgan State University
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