SAFIYA MCKINSON
Marriott Stanton South Beach
Coral Springs
13
years of professional experience
Dynamic hospitality and financial services professional with over a decade of progressive leadership experience in customer service, front desk operations, and team management. Proven track record of delivering exceptional guest experiences, training and coaching staff, resolving escalations, and driving operational efficiency. Expertise in client relations, conflict resolution, and regulatory compliance, complemented by a passion for creating seamless and memorable guest interactions. Eager to leverage extensive frontline hospitality experience and multi-industry leadership background to advance into a strategic leadership role within the hospitality sector.
Work History
Assistant Rooms Operations Manager
3 Months- Supervised front desk operations to maintain smooth guest arrival, departure, and service flow.
- Trained front office staff on service standards, procedures, and guest communication protocols.
- Resolved guest concerns promptly to protect satisfaction and support repeat business.
- Coordinated with housekeeping and maintenance to address room readiness and service issues.
- Monitored reservations and room assignments to reduce errors and improve occupancy accuracy.
- Supported scheduling, shift coverage, and daily task distribution for front office team.
- Implemented process improvements that strengthened service consistency and operational efficiency.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Contributed toward achieving budgetary targets set by senior management through effective cost control measures.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Supervised payroll corrections for accuracy and duplication.
- Audited front desk records, folios, and reports to ensure accuracy and compliance.
Guest Experience Expert
1 Year 3 Months- Deliver white-glove customer service at a premier Miami Beach property, consistently exceeding guest satisfaction benchmarks.
- Collaborated with front desk and operations teams to streamline check-in/check-out processes, enhancing overall service delivery.
- Serve as a first responder for guest complaints and escalations, resolving issues promptly to preserve the guest experience.
- Proactively inform guests on hotel amenities, local attractions, and services to personalize each stay.
- Developed and implemented strategies that elevated customer service standards, directly informed by guest feedback and satisfaction surveys.
- Trained and mentored new team members on service standards and operational procedures, ensuring consistent delivery of exceptional guest experiences.
- Ensure accurate, timely responses to all guest inquiries across in-person, phone, and digital channels.
Member Service Representative I
2 Years 1 Month- Delivered high-volume customer service, resolving complex account, service, and system issues with precision and empathy.
- Educated members on financial products and processes, including IRA, Trust, and Estate accounts — demonstrating expert consultative skills transferable to hotel concierge and VIP service roles.
- Provided digital banking technical support (external transfers, Zelle, wire transactions), honing ability to assist guests with technology and payment systems.
- Resolved fraud and dispute cases under strict regulatory frameworks, demonstrating sound judgment and discretion.
- Exceeded monthly performance goals; recognized as Top Sales Performer in Q1 and Q4.
- Trained new personnel on operations, policies, and services to build team capability.
- Liaised with cross-functional teams to develop client solutions and accomplish shared objectives.
Administrative Assistant II
5 Months- Managed executive calendars and coordinated meetings, appointments, and events with precision — skills applicable to managing room blocks and hotel event logistics.
- Served as personal assistant to CEO; handled purchase orders, vendor coordination, and insurance documentation.
- Scheduled certification courses and processed course payments, demonstrating front-office transaction management experience.
Teller Manager
2 Years 2 Months- Managed and coached a teller team, conducting regular performance reviews and one-on-one training sessions — experience directly applicable to supervising front desk associates.
- Conducted monthly teller audits and prepared staff schedules to ensure optimal floor coverage.
- Assessed customer financial needs and established trust-based relationships, consistently delivering quality service and identifying upsell opportunities.
- Followed up on customer complaints and implemented solutions to restore satisfaction and loyalty.
- Completed Currency Transaction Reports accurately and in full compliance with banking regulations.
Lead Teller
1 Year 8 Months- Led a team of 8 tellers that consistently outperformed other departments in sales, new account acquisition, and customer satisfaction scores.
- Interviewed, hired, and onboarded teller candidates; delivered mentorship on sales techniques and customer referrals.
- Exercised leadership on the teller line — managing conflict resolution, process improvements, and team communication.
- Managed monthly teller and CSR schedules, vault audits, and mandatory compliance training (Bank Secrecy Act).
Office Manager
11 Months- Oversaw revenue reconciliation, billing, refund processing, and financial reporting — building strong foundational knowledge in payment operations.
- Established workflow processes, monitored daily productivity, and implemented performance improvements.
- Supported employee onboarding, benefit enrollment, and payroll processes.
- Provided executive-level administrative support to CFO and senior leaders.
Lead Center Consultant
2 Years 2 Months- Supervised team members on assigned shifts, provided leadership and mentoring, and supported new hire training.
- Oversaw quality control for all store orders and spearheaded daily payment processing and bank deposits.
- Managed inbound customer inquiries via phone, email, and in person — consistently prioritizing speed and accuracy.
Education
Certified Customer Service Agent - Hospitality Management and Supervision
High School Diploma
Skills
Guest Experience & Satisfaction
Rooms Controller
Team Leadership & Coaching
Front Desk Operations
Conflict & Complaint Resolution
Staff Training & Onboarding
Scheduling & Workflow Management
Client Needs Assessment
Payment Processing
Regulatory Compliance
Sales Proficiency
Operations management
Timeline
Assistant Rooms Operations Manager
Marriott Stanton South Beach
07.2026 - CurrentRead More
Guest Experience Expert
Marriott Stanton South Beach
03.2025 - 06.2026Read More
Member Service Representative I
Bank Fund Credit Union
11.2022 - 12.2024Read More
Administrative Assistant II
Marra Forni
03.2022 - 08.2022Read More
Teller Manager
Truist Bank
08.2019 - 10.2021Read More
Lead Teller
TD Bank
05.2017 - 01.2019Read More
Office Manager
J.O.K Enterprises
06.2016 - 05.2017Read More
Lead Center Consultant
FedEx Office
04.2014 - 06.2016Read More
The Queens School
High School Diploma
Read More
Montgomery College
Certified Customer Service Agent from Hospitality Management and Supervision
Read More