SHEINA MARTIN
Philadelphia,PA
Summary
Offering abilities in office management, customer service, and leadership. Skilled in coordinating training, handling administrative tasks, and improving operational effectiveness. Strong communicator with experience in data entry, schedule management, and guest services, adaptable to various roles in hospitality and business environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
P&C COORDINATOR
IHG HOTELS&RESORTS
01.2025 - Current
- Coordinated training sessions for new employees on relevant topics such as safety protocols or company policies.
- Communicated effectively with internal staff members as well as external vendors to resolve issues quickly and efficiently.
- Worked with supervisors or project managers to develop schedules, monitor deadlines and coordinate resources.
- Responded to telephone calls and emails from customers or clients to answer questions or resolve problems.
- Coordinated office activities by ordering supplies, maintaining inventory and scheduling equipment repairs.
- Provided customer service support via phone calls or emails when needed.
- Managed flow of paperwork within organization by storing, retrieving and organizing records.
- Used computer software and systems to enter data and review and draft documents.
- Assisted in the development of process improvement initiatives to increase operational effectiveness.
- Handled administrative tasks for team members, helping projects run smoothly.
- Communicated with clients and supervisors regarding project status and changes in scope of work.
- Organized data by creating spreadsheets or other visual aids for easier analysis.
- Maintained accurate records of projects, tasks, and deadlines using database software.
- Mentored employees in complex issue resolution and drafted scripts for addressing common challenges.
- Addressed and mediated employee grievances and coordinated meetings with union representatives.
Front Desk Receptionist
HOLIDAY INN EXPRESS
06.2019 - 11.2023
- Greeted and welcomed visitors in a professional manner while managing multiple tasks simultaneously.
- Provided a high level of customer service to all clients.
- Managed incoming calls, directing them to appropriate staff members or taking detailed messages as necessary.
- Processed payments received from customers via cash or credit card transactions accurately and efficiently.
- Maintained an organized front desk area, ensuring all forms were up to date and available for visitors.
- Performed data entry and administrative duties such as filing, scanning documents, updating databases.
Front Desk Supervisor
Holiday Inn Express
05.2019 - 01.2023
- Greet customers in a polite and friendly manner, creating a positive and welcoming environment
- Answer all incoming phone calls promptly and professionally, ensuring exceptional customer service
- Accommodate guests with an attentive approach, enhancing repeat business by 22%
- Prepare financial reports with attention to detail, enhancing credibility by 40%
- Reproduce and scan documents, guaranteeing accurate and timely completion of tasks
- Maintain office records, facilitating completeness for efficient and organized operations
- Promote rewards program enrollment through customer education, growing patron loyalty by 98%
- Train new employees on company policies and procedures, boosting productivity by 60%
Direct Support Professional
365 Health Services
03.2016 - 12.2019
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
Breakfast Cook
Hampton by Hilton
10.2015 - 11.2018
- Followed food safety guidelines in preparing food, boosting client retention rate by XX%
- Maintained a clean and organized kitchen and dining area, improving overall appearance of the hotel
- Prepped food for breakfast set up, establishing positive dining experience
Home Health Aide
Always Best Care
01.2015 - 02.2017
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
Housekeeping Room Attendant
Hampton by Hilton
10.2015 - 11.2016
- Cleaned assigned guest rooms with adherence to company policies and procedures, providing tidy and sanitary amenities to customers and residents
- Washed floors using vacuum cleaners, maintaining hygienic environment
- Made beds to create a welcoming and comfortable background, boosting repeat business by XX%
Security Guard
R.A.V investigation and security
01.2010 - 07.2012
- Watched the entrance of municipal court, securing the safety of all guest
- Screened visitors for weapons and other prohibited items, heightening security
- Conducted regular patrols of the premises, eliminating possibility of potential threats
Education
High School Diploma -
Martin Luther King Jr. High School
Skills
- Office Management
- Caregiving
- Hospitality
- Reservation & Booking
- Commercial Cleaning
- Auditing
- Accounting
- Customer Service
- Math Skills
- Microsoft Office (Word, Excel, PowerPoint)
- Data Entry
- Front desk
- Cash Handling
- Billing
- Schedule Management
- Microsoft Outlook
- Supervising experience
- Guest services
- Leadership
Certification
- First Aid Certification
- CPR Certification
- Driver's License
- CNA
Timeline
P&C COORDINATOR
IHG HOTELS&RESORTS
01.2025 - Current
Front Desk Receptionist
HOLIDAY INN EXPRESS
06.2019 - 11.2023
Front Desk Supervisor
Holiday Inn Express
05.2019 - 01.2023
Direct Support Professional
365 Health Services
03.2016 - 12.2019
Breakfast Cook
Hampton by Hilton
10.2015 - 11.2018
Housekeeping Room Attendant
Hampton by Hilton
10.2015 - 11.2016
Home Health Aide
Always Best Care
01.2015 - 02.2017
Security Guard
R.A.V investigation and security
01.2010 - 07.2012
High School Diploma -
Martin Luther King Jr. High School
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