Selamawit Baraki
Silver Spring,Maryland
Summary
Problem-solving Front Desk Manager at busy hotel experienced in upselling and marketing property amenities. Multilingual and dedicated to boosting customer loyalty. Consistently recognized by management for performance excellence.
Overview
11
11
years of professional experience
Work History
Front Desk Manager
Hotel Washington
09.2022 - Current
- Handle customers' complaints and assist guests with refund requests
- Lead team to accomplish monthly goals
- Resolved guest complaints by addressing issues with rooms promptly.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Managed front desk maintenance of client records and lab data.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Front Desk and Guest Service Agent
The Jefferson Hotel DC
11.2019 - 04.2021
- Collected room deposits, fees, and payments.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
Virtual Customer Assistant
Amazon
10.2020 - 01.2021
- Help drivers deliver a package by guiding them to where the customers address is located
- Refund and assist customers with their Whole foods order as needed
- Assist guest with lost packages and guide guest on amazon refund policy
Guest Service Agent
W Hotel DC
07.2016 - 12.2020
- Take in room dinning order make sure its put in system correctly and follow up.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Handled customer complaints to satisfy and retain guests.
Front Desk Agent
The Westin Georgetown
12.2013 - 07.2016
- Check in guest to room make sure room is ready and clean for guest before hand
- Take cash payment and drop it with accounting
- Assist guest with any issue they may have
Education
Computer Science -
Montgomery Community College
03.2025
Skills
- Microsoft
- Orion
- Micro
- Galaxy
- Outlook
- LightSpeed
- Star Guest
- HMS
- Alice
- Toast
Timeline
Front Desk Manager
Hotel Washington
09.2022 - Current
Virtual Customer Assistant
Amazon
10.2020 - 01.2021
Front Desk and Guest Service Agent
The Jefferson Hotel DC
11.2019 - 04.2021
Guest Service Agent
W Hotel DC
07.2016 - 12.2020
Front Desk Agent
The Westin Georgetown
12.2013 - 07.2016
Computer Science -
Montgomery Community College
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