Shaticka Wesley
Detroit,MI
Summary
Ambitious front desk agent with six years of experience and passion for local hospitality industry. Personable, experienced with conflict resolution and sensitive to others' needs.
Overview
11
11
years of professional experience
Work History
Lead Front Desk Agent
Aloft Hotel
01.2019 - 10.2023
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Used internal software to process reservations, check-ins and check-outs.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Collected room deposits, fees and payments
- Supervising front office staff & enforcing hotel policies
Front Desk Agent
Bestwestern Greenfield Inn
03.2019 - 11.2019
- Maintains an inventory of vacancies, reservations and room assignments
- Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures
- Knows room locations, types of rooms available, and room rates
- Registers arriving guests and assigns rooms
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
- Coordinates guest room maintenance work with the engineering and maintenance division
- Uses persuasive selling techniques to sell rooms and to promote other services of the hotel
Reservations Specialist/ Front Desk
Edward Hotel & Convention Center
09.2012 - 12.2018
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Concierge
Maple Heights Retirement Community
12.2016 - 01.2018
- Maintains and fosters relationships with all residents, guests, associates and vendors
- Greets, in a courteous and professional manner, all persons entering the building. Informs, guides, directs and assists residents, associates, guests and vendors tactfully and congenially to present the best possible image of Maple Heights Retirement
- Answers the phone politely and attentively, routes calls appropriately and efficiently
- Updates resident directory, drafts documents, correspondence and provides clerical assistance as required
- Accepts, processes and directs community mail and package posting and delivery
- Appropriately communicates with resident and/or resident's family
Education
Diploma -
River Rouge High School
River Rouge, MI2004
Early Childhood Education
Wayne County Community College District
Detroit, MISkills
- Hospitality service expertise
- Customer service
- Guest services
- Cash handling
Timeline
Front Desk Agent
Bestwestern Greenfield Inn
03.2019 - 11.2019
Lead Front Desk Agent
Aloft Hotel
01.2019 - 10.2023
Concierge
Maple Heights Retirement Community
12.2016 - 01.2018
Reservations Specialist/ Front Desk
Edward Hotel & Convention Center
09.2012 - 12.2018
Diploma -
River Rouge High School
Early Childhood Education
Wayne County Community College District
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