Shaniya Roberts
Canton,MS
Summary
Customer-focused professional with experience in hotel, motel, and resort desk operations. Skilled in guest services, reservation management, and issue resolution to ensure positive guest experiences. Demonstrated ability to improve operational efficiency and enhance overall customer satisfaction through proactive problem-solving and effective communication. Successfully maintained high levels of guest service quality during peak periods.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Best Western Hotel
Canton, MS
03.2025 - 03.2025
- Managed cash drawer responsibly throughout shift.
- Provided information about hotel amenities, services, and local attractions.
- Answered phones, responded to inquiries, and took messages.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Provided excellent customer service while upholding company policies.
- Issued room keys and escort instructions to bellhops.
- Processed payments accurately and efficiently.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
Front Desk Agent
Econolodge Inn And Suites
Canton, MS
06.2023 - 06.2023
- Managed cash drawer responsibly throughout shift.
- Provided information about hotel amenities, services, and local attractions.
- Answered phones, responded to inquiries, and took messages.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Kept accurate records of guest transactions.
- Provided excellent customer service while upholding company policies.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Transmitted and received messages using telephones or telephone switchboards.
- Resolved customer complaints promptly and courteously.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Education
High School Diploma -
Canton Public High School
Canton, MS05-2020
Skills
- Check-in and Check-out procedures
- Time management abilities
- Data confidentiality
- Written communication
- Analytical mastery
- Inventory oversight
- Reservation management
- Registration processing
- Transportation arrangements
- Housekeeping
- Upselling techniques
- Record preparation
- Hospitality service expertise
- Automated telephone systems
- Oral and written communications
- Administrative support
- Data entry
- Information protection
- Front office management
- Invoicing and billing
Certification
Proficient with Microsoft word, excel and power point.
Type 50 words per minute .
Certified PCA
Excellent Customer Service Skills.
References
References available upon request.
Timeline
Front Desk Agent
Best Western Hotel
03.2025 - 03.2025
Front Desk Agent
Econolodge Inn And Suites
06.2023 - 06.2023
High School Diploma -
Canton Public High School
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