Shazeeda Ishmael
TWA Hotel
South Richmond Hill,NY
20
years of professional experience
Results-driven retail and hospitality professional with 4+ years of experience in guest service leadership, front-end operations, cash management, and team supervision. Skilled in managing high-volume operations, resolving complex customer concerns, maintaining financial accuracy, and supporting team performance. Recognized for strong leadership, attention to detail, operational integrity, and delivering exceptional customer experiences.
Work History
Front Desk Manager
6 Months- Led and motivate a high-performing team by fostering a culture of accountability, teamwork, professionalism, and exceptional customer service.
- Manage daily operations, establish priorities, and coordinate workflow to ensure efficient service delivery and achievement of departmental goals.
- Deliver outstanding customer experiences by addressing concerns, resolving complaints, and providing effective service recovery with professionalism and discretion.
- Train, coach, and develop team members on company policies, procedures, service standards, and operational best practices.
- Monitor staffing levels and adjust schedules based on business needs, customer volume, and operational priorities while supporting labor and financial objectives.
- Drive revenue-generating strategies, including upgrades, add-on services, and same-day sales opportunities, while identifying opportunities to maximize business performance.
- Maintain accurate inventory and customer information using the Property Management System (PMS), ensuring efficient transactions, assignments, reporting, and operational accuracy.
- Collaborate closely with multiple departments to ensure products/services are available and customers receive timely, seamless service.
- Monitor inventory availability and coordinate with operational teams to prioritize high-demand needs and efficiently fulfill customer requests.
- Conduct team meetings and communicate goals, policies, performance expectations, and operational updates clearly and consistently.
- Provide ongoing feedback, recognition, and performance coaching to improve productivity, engagement, and customer satisfaction.
- Build strong relationships with customers and team members through active listening, problem-solving, proactive communication, and personalized service.
- Exercise sound judgment when handling financial transactions, customer accounts, confidential information, and operational decisions.
- Demonstrate strong multitasking and organizational skills in a fast-paced, high volume environment while maintaining accuracy and attention to detail.
- Consistently adapt to changing business needs and work flexible schedules, including evenings, weekends, and holidays.
FRONT DESK AGENT / NIGHT AUDITOR
2 Years 4 Months- Delivered professional customer service in a high-volume hotel environment.
- Managed reservations, check-ins/check-outs, payments, and guest concerns with accuracy.
- Coordinated airline guest accommodations during delays, cancellations, and irregular operations.
- Verified authorizations, maintained accurate records, and ensured proper billing.
- Supervised overnight operations and completed daily financial audits and reconciliations.
- Resolved customer issues professionally while maintaining company policies and service standards.
- Coordinated with housekeeping, maintenance, airline representatives, and management to ensure smooth operations.
- Handled cash and credit transactions with accuracy, confidentiality, and attention to detail.
- Maintained a safe, organized, and customer-focused environment while supporting team operations.
Customer Service Manager / Cash Office
1 Year 7 Months- Led daily store operations in a high-volume retail environment, ensuring exceptional customer service, efficient workflows, and adherence to company standards.
- Supervised, coached, and motivated associates to achieve operational goals, improve productivity, and deliver a positive customer experience.
- Managed staffing, scheduling, and daily assignments to maintain appropriate coverage and maximize team efficiency during peak business periods.
- Handled escalated customer concerns with professionalism and sound judgment, resolving issues effectively while protecting customer satisfaction and company interests.
- Oversaw cash office and front-end operations, maintaining accuracy, security, and compliance with company cash-handling procedures.
- Supported recruitment, onboarding, training, and development of new associates, helping employees quickly become productive and confident in their roles.
- Monitored store performance and identified opportunities to improve processes, reduce service bottlenecks, and increase operational efficiency.
- Collaborated with management and associates to maintain a well-organized, customer-focused sales floor and ensure company policies and procedures were consistently followed.
- Demonstrated strong leadership in a fast-paced retail environment while balancing customer service, employee performance, operational priorities, and loss prevention standards.
Guest Service Team Leader / Cash Office
13 Years- Directed and supported daily Guest Service and front-end operations in a high volume retail environment, ensuring adherence to established company standards and service expectations.
- Provided leadership, guidance, and coaching to front-end team members to promote operational efficiency, accountability, and exceptional guest service.
- Administered cash office functions, including cash reconciliation, register balancing, cash accountability, and preparation of daily deposits in accordance with established procedures.
- Maintained accurate financial records and exercised a high degree of discretion when handling cash and other sensitive financial information.
- Reviewed and addressed cash variances and register discrepancies, escalating concerns appropriately when necessary.
- Managed complex guest inquiries, complaints, returns, and service concerns with professionalism, diplomacy, and sound judgment.
- Trained and developed team members regarding guest service standards, cash handling procedures, register operations, and organizational policies.
- Coordinated front-end priorities and delegated responsibilities according to business needs and operational demands.
- Supported opening and closing procedures while maintaining appropriate cash control and security practices.
- Collaborated with store leadership and cross-functional teams to address operational challenges and maintain consistent store performance.
- Ensured compliance with company policies, cash-handling requirements, safety procedures, and loss-prevention standards.
- Maintained a professional, organized, and secure Cash Office and Guest Service environment.
- Demonstrated reliability, confidentiality, strong organizational skills, and attention to detail in all financial and operational responsibilities.
Education
High School Diploma
Skills
Retail Operations Management
Team Leadership & Staff Management
Employee Training & Development
Customer Service & Relationship Management
Sales & Business Development
Staff Scheduling & Workforce Coordination
Conflict Resolution & Negotiation
Performance Management & Coaching
Inventory & Merchandising Coordination
Strategic Planning & Continuous Improvement
Problem-Solving & Decision-Making
Cross-Functional Collaboration
Communication & Relationship Building
Time Management & Task Prioritization
Reporting
Documentation & Administrative Support
Multitasking & Organizational Skills
Attention to Detail & Operational Efficiency
Computer & Point-of-Sale Systems
Reliability
Accountability & Teamwork
Timeline
Front Desk Manager
TWA Hotel
02.2026 - CurrentRead More
FRONT DESK AGENT / NIGHT AUDITOR
DoubleTree by Hilton JFK
10.2023 - 02.2026Read More
Customer Service Manager / Cash Office
Burlington Stores
07.2018 - 02.2020Read More
Guest Service Team Leader / Cash Office
Richfield Super Target
02.2007 - 02.2020Read More
Roosevelt High School
High School Diploma
Read More