Shala Wiggins
Davenport,US
Summary
Self motivated professional with over 7 years of experience in hospitality and customer service, excelling in strategic planning and communication. Proficient in time management, budgeting, and database management, with a proven track record of enhancing guest satisfaction and operational efficiency. Committed to fostering a welcoming environment and driving community engagement through collaborative team leadership and innovative service solutions.
Professional with strong skills in customer service and administrative tasks, ready to excel in pivotal role. Known for effective communication, adaptability, and reliability in fast-paced environments. Capable of managing front desk operations, coordinating with team members, and delivering results that enhance guest experiences. Proven ability to handle multitasking, problem-solving, and maintaining welcoming atmosphere.
Overview
7
7
years of professional experience
Work History
Front Desk Agent
Hilton Home 2 Suites
11.2024 - 02.2025
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Front Desk Concierge
Morning Star of Parker
03.2023 - 02.2025
- Applied reason, logic and advanced problem-solving skills to resolve complex and sensitive issues.
- Performed administrative tasks including filing paperwork, maintaining inventory of office supplies and coordinating maintenance requests.
- Coordinated social events that engaged both residents families contributing towards an inclusive community atmosphere.
- Implemented best practices in assisted living administration, resulting in improved overall facility performance metrics.
- Improved resident satisfaction by implementing personalized care plans and regularly reviewing progress.
Front Desk Supervisor
Hyatt Regency at Colorado Convention Center
10.2022 - 11.2023
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Contributed to the development of new front desk procedures for increased efficiency and better guest service.
Front Desk Manager
Residence Inn by Marriott
05.2021 - 01.2022
- Coordinated with other departments to ensure that all customer requests are handled in a timely fashion
- Controlled customer complaints and resolved issues that arose during each guest's stay
- Assisted with the hiring process, including interviewing candidates and conducting background checks
- Handled reservations, scheduled meetings, and events, and made arrangements for special services such as catering or transportation
- Managed the front desk staff to ensure that the lobby is staffed at all times while maintaining a friendly and welcoming atmosphere for guests
Front Desk Supervisor
Sheraton River Walk Hotel
03.2020 - 05.2021
- Prioritized that all customers were satisfied with their experience at the hotel by greeting them warmly upon arrival and departure
- Conveyed with other departments as needed to ensure that customers' needs were met
- Ensured that all reservations were entered into the computer system correctly and promptly
- Monitored security cameras to ensure that guests' safety is maintained at all times
- Coordinated with other staff members to ensure that maintenance requests are addressed promptly
ER Admissions Clerk
Oak Hill Hospital
02.2019 - 03.2020
- Responsible for obtaining accurate patient information and transcribing it into the charts for the nurse and doctors' use
- Liaised patient rights, billing, and payment procedures to patients or their families
- Recorded diagnosis and time management of doctors and nurses into ER log
- Performed verification, pre-certification, and other applicable processes ensuring admissions
Radiology Transporter
Osceola Medical Regional Hospital
07.2018 - 02.2019
- Transported patients effectively via wheelchair, bed, and stretcher; prepared patients for transport and assisted them in and out of the wheelchair
- Handled medical equipment safely including IV pumps/poles, Oxygen tanks, PCA pumps, Chest tubes, Catheters, and Traction while transporting patients
- Observed proper dress codes and adhered to departmental policies and procedures
- Maintained positive and professional relationships with patients
Merchandise Sales Associate
Universal Studio Orlando
06.2018 - 05.2020
- Assisted customers in locating desired items, offering personalized recommendations based on their preferences and needs.
- Conducted regular audits of merchandise displays, ensuring compliance with company standards and visual guidelines.
- Improved team morale with open communication and active participation in staff meetings to address challenges or areas for growth.
- Promoted cross-department collaboration by assisting with projects or tasks as necessary, fostering a supportive and cooperative work environment.
Education
Associate of Science - Health Information Management
Valencia College
Orlando, FL01-2019
High School Diploma -
Eaglecrest High School
Centennial, CO01.2017
Skills
- Microsoft Outlook
- Payroll Processing
- Infection Control Management
- Strong Interpersonal Communication Skills
- Databases
- Consumer Engagement Skills
- Staffing Strategy
- Quality Management
- Microsoft Office
- Help Desk
- Computer Networking
- Medical Terminology
- Training
- Strategic Planning
- Office Management
- Administrative
- Strong Organizational Ability
- Interviewing
- Time Management
- Analysis
- Budgeting
- Workforce Development
Timeline
Front Desk Agent
Hilton Home 2 Suites
11.2024 - 02.2025
Front Desk Concierge
Morning Star of Parker
03.2023 - 02.2025
Front Desk Supervisor
Hyatt Regency at Colorado Convention Center
10.2022 - 11.2023
Front Desk Manager
Residence Inn by Marriott
05.2021 - 01.2022
Front Desk Supervisor
Sheraton River Walk Hotel
03.2020 - 05.2021
ER Admissions Clerk
Oak Hill Hospital
02.2019 - 03.2020
Radiology Transporter
Osceola Medical Regional Hospital
07.2018 - 02.2019
Merchandise Sales Associate
Universal Studio Orlando
06.2018 - 05.2020
High School Diploma -
Eaglecrest High School
Associate of Science - Health Information Management
Valencia College
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