Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Timeline
Hi, I’m

Shawnnakay Gomes

Fort Lauderdale,FL
Shawnnakay Gomes

Summary

Polite and positive front desk ambassador with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables and baggage. Easily adaptable to high-pressure, dynamic situations. Welcoming Front Desk Associate with 8 years of experience in hospitality. Extensive knowledge of customer relations and commitment to individualized care. Successful at multitasking and bookkeeping. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

2
years of professional experience
1
Certification

Work History

Aiden By Best Western
MA

Front Desk Associate
05.2023 - 11.2023

Job overview

  • Maintained cleanliness and organization of front desk area.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Used internal software to process reservations, check-ins and check-outs.
  • Performed basic daily bookkeeping tasks.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Maintained transaction security by verifying payment cards against identification.
  • Answered guest questions and referred to local points of interest.
  • Collected room deposits, fees, and payments.
  • Asked customers questions to meet special requests.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Stored guest valuables in safe and individual boxes for security.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Trained new staff members in customer service techniques and hotel operations.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Enforced policies and procedures to increase efficiency.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Monitored staff performance and provided feedback and guidance.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.
  • Coordinated with vendors for repair and maintenance of hotel.
  • Implemented marketing and promotional initiatives to increase occupancy.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.

Best Western Hotel

Front Desk Associate
02.2022 - 10.2022

Job overview

  • Maintained cleanliness and organization of front desk area.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Used internal software to process reservations, check-ins and check-outs.
  • Performed basic daily bookkeeping tasks.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Maintained transaction security by verifying payment cards against identification.
  • Answered guest questions and referred to local points of interest.
  • Collected room deposits, fees, and payments.
  • Asked customers questions to meet special requests.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Stored guest valuables in safe and individual boxes for security.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.

Education

University of Guyana
Guyana

Bachelor’s Public Administration from Public Affairs And Public Policy Analysis
01.2008

University Overview

Skills

  • Credit Card Handling
  • Information Protection
  • Registration
  • Multi-Line Phone Systems

Night Auditing

High Profile Guest Screening

Sales & Marketing

Visual Developer & content creator

  • Hospitality Services
  • Office Administration
  • Guest Relations
  • Drawer Balancing
  • Travel Coordination
  • File Management
  • Mail Handling
  • Front Office Support
  • Expense Reporting
  • Effective Planning
  • Administrative Support
  • Listening Skills
  • Word Processing
  • Cash Handling

Websites

Accomplishments

Accomplishments
  • Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
  • Achieved Housekeeping Implementation of Checklist through effectively helping with Task

Certification

  • Licensed Aesthetician -2016 -2017
  • Area of certification Skin care -
  • Area of expertise Pastoral and Ministerial Counseling

Timeline

Front Desk Associate
Aiden By Best Western
05.2023 - 11.2023
Front Desk Associate
Best Western Hotel
02.2022 - 10.2022
University of Guyana
Bachelor’s Public Administration from Public Affairs And Public Policy Analysis

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Shawnnakay Gomes