Shazeeda Ishmael
Queens,NY
Summary
Detail-oriented Front Desk Agent / Night Auditor with extensive experience in airport-adjacent hotels and airline accommodations. Adept at managing high-stress situations, including distressed passengers and irregular airline operations (IROPs), while maintaining professionalism and accuracy. Proven ability to reconcile complex accounts, coordinate rapid service recovery, and prepare detailed reports under tight deadlines. Recognized for calm, effective collaboration with internal teams, external partners, and guests during urgent or high-pressure scenarios.
Overview
3
3
years of professional experience
Work History
Front Desk Agent/Front Desk Night Auditor
Doubletree By Hilton JFK Queens, NY
Queens, New York
10.2023 - Current
- Delivered high-quality customer service in fast-paced hotel adjacent to airport.
- Coordinated lodging and meal accommodations for distressed airline passengers with JFK Airport operations.
- Managed high-volume reservations during flight delays, cancellations, and irregular operations.
- Booked airline reservations via API systems and airline extranets, ensuring accurate billing.
- Verified airline authorizations and passenger eligibility while adhering to contract guidelines.
- Maintained precise airline account documentation and reconciled charges for billing accuracy.
- Collaborated with internal teams and airline representatives to facilitate guest flow and service recovery.
- Managed overnight hotel operations, ensuring smooth front desk service during the night shift.
- Performed nightly audits, balancing daily revenue, room charges, and payment transactions.
- Prepared and submitted accurate financial reports for management review.
- Handled guest check-ins and check-outs, addressing inquiries, and resolving issues professionally.
- Monitored hotel security and responded to emergencies or guest concerns during overnight hours.
- Processed cash, credit card, and online payments with accuracy and confidentiality.
- Coordinated with housekeeping and maintenance to ensure guest satisfaction.
- Maintained detailed records and ensured compliance with hotel policies and procedures.
Gallery Host/Hotel Front Desk Receptionist
48 Lex Hotel
Manhattan, New York
05.2023 - 10.2023
- Registered guests and assigned rooms efficiently in a high-traffic hotel environment.
- Reviewed and balanced hotel folios, correcting discrepancies promptly.
- Coordinated room availability and turnover with housekeeping to maximize efficiency.
- Accurately posted food, beverage, parking, and service charges to guest accounts.
- Reported safety and security concerns in compliance with hotel procedures.
Education
High School Diploma -
John Jay
Brooklyn, NY06-2001
Skills
- Reservation management
- Billing accuracy
- Financial records oversight
- Clerical duties
- Problem solving
- Effective communication
- Team collaboration
- Time management
- Guest accommodations
- Guest relations
- Problem-solving skills
- Hospitality services
- Credit and cash payments
- Front desk operations
- Customer relationship management
- Revenue management
- Conflict resolution
- Attention to detail
- Strong teamwork
- Customer service focus
- Check-in and Check-out procedures
- Multitasking Abilities
- Effective problem solving
Timeline
Front Desk Agent/Front Desk Night Auditor
Doubletree By Hilton JFK Queens, NY
10.2023 - Current
Gallery Host/Hotel Front Desk Receptionist
48 Lex Hotel
05.2023 - 10.2023
High School Diploma -
John Jay