Souhayl Zejly
Holly Springs,NC
Summary
Proven Guest Services Representative and Front Desk Agent, adept in leveraging excellent customer service and proficiency in hotel management software to enhance guest satisfaction and streamline operations. Demonstrated ability to resolve conflicts and improve team efficiency, contributing to a significant increase in guest approval ratings. Skilled in communication and organizational tasks, consistently delivering results beyond employer expectations.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Guest Services Representative
07.2022 - 06.2023
- Assisted guests with their needs, including booking tours, making restaurant reservations, and arranging transportation.
- Handled guest feedback and implemented solutions to enhance guest satisfaction.
- Maintained an up-to-date knowledge of hotel services, amenities, and local attractions to provide informed recommendations.
- Assisted in training new staff members on hotel policies and procedures.
Front Desk Agent
01.2020 - 08.2021
- Greet and welcome guests, providing exceptional customer service and ensuring a pleasant check-in/check-out experience.
- Manage reservations, cancellations, and modifications using hotel management software.
- Address and resolve guest inquiries, complaints, and issues promptly and professionally.
- Coordinate with housekeeping and maintenance teams to ensure rooms are ready for guests.
- Process payments and maintain accurate records of transactions.
Education
High School Diploma -
Moulay Idriss Akbar
Morocco 05.2001 -
Skills
Excellent customer service and communication skills
Proficient in hotel management software (eg, Opera, PMS)
Strong problem-solving and conflict resolution abilities
Detail-oriented with strong organizational skills
Ability to work collaboratively in a team environment
Timeline
Guest Services Representative
07.2022 - 06.2023
Front Desk Agent
01.2020 - 08.2021
High School Diploma -
Moulay Idriss Akbar
05.2001 -