Shakena Thomas
Walls,MS
Summary
Proven leader in hospitality management with a track record of enhancing guest satisfaction in any setting. Expert in leveraging hotel software and teamwork to streamline operations and boost customer loyalty. Achieved significant improvements in guest experience through effective issue resolution and organizational skills.
Overview
5
5
years of professional experience
Work History
Guest Service Representative
Avid Hotel
Southaven, MS
02.2024 - Current
- Answered hotel phones with professionalism and directed calls appropriately.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- 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.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
Assistant General Manager
Homewood Suites Southaven
Southaven, MS
06.2019 - 02.2024
- 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.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Managed team schedule with eye for coverage needs and individual strengths.
Education
Bachelor of Science - Biology Pre Medicine, Cum Laude
Jackson State University
Jackson, MS07.2022
Skills
Customer Service
Computer Skills
Guest accommodations
Detail Oriented
Issue Resolution
Financial Transactions
Flexible Schedule
Data Entry
Hotel software expertise
Multitasking Abilities
Organizational Skills
Teamwork and Collaboration
Timeline
Guest Service Representative
Avid Hotel
02.2024 - Current
Assistant General Manager
Homewood Suites Southaven
06.2019 - 02.2024
Bachelor of Science - Biology Pre Medicine, Cum Laude
Jackson State University