Tiana Smith
Summary
I am seeking an opportunity to leverage my leadership and industry skills in expanding my role of responsibility. My focus is to communicate, build partnerships, maximize the customer experience, increase performance, and improve metrics through safety culture and principle from Rules of the Road.
Respectful Front Desk Agent with extensive background in hospitality industry. Committed to creating memorable experiences for guests. Recognized for cordially answering phones, greeting guests and managing check-in and check-out processes.
Customer-focused hospitality professional dedicated to building long-term loyalty with unparalleled service. Never lets any customer leave unsatisfied and works hard to manage expectations and prevent conflicts. Well-versed in reservation, accounting and hotel management systems.
Overview
16
16
years of professional experience
Work History
Spa Attendant
Conrad Orlando Resort
Orlando, FL
02.2024 - Current
- Greeted customers, answered questions and provided information about services.
- Provided customer service and support to guests in the spa area.
- Assisted with booking appointments and processing payments for services.
- Stocked towels, linens, robes and other amenities in the locker rooms.
- Ensured cleanliness of all equipment and supplies used in treatments.
- Performed general cleaning duties such as vacuuming, dusting and sanitizing surfaces in the spa area.
- Maintained a professional appearance at all times while on duty.
- Managed inventory of products used during treatments or sold in retail areas of the spa.
- Demonstrated knowledge of all available services offered by the spa facility.
- Restocked supplies such as lotions, creams, oils and candles after each use.
- Conducted regular checks on temperature levels within hot tubs, pools, steam rooms to ensure safety standards were met.
- Monitored guest flow through the facility to ensure smooth operations throughout shifts.
- Provided general advice on health, nutrition and lifestyle practices that promoted wellness.
Customer Service Agent
Delta Air Lines, Inc
02.2018 - Current
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
Front Desk Agent/Night Auditor
Grand Wailea By Waldorf Astoria
Wailea, HI
07.2023 - 10.2023
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Processed payments accurately and efficiently.
Front Desk Agent
Montage Kapalua Bay
Kapalua, HI
07.2022 - 07.2023
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Processed payments accurately and efficiently.
Owner Operator
Road 2 Riches Transport
Chicago, IL
12.2020 - 04.2023
- Auto part delivery driver for Nissan, Toyota, Honda, and Mitsubishi.
- Responsible for picking up auto parts and delivering to auto shops.
- Managed daily operations of business, including hiring and training staff.
- Developed strategic plans to increase profitability and efficiency.
- Identified new opportunities for growth, expansion, and diversification.
- Maintained relationships with existing clients by providing superior customer service.
- Implemented quality assurance processes to ensure product excellence.
Customer Service Manager
United Airlines
Honolulu, HI
05.2014 - 12.2017
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
Sales Specialist
Apple Inc.
Honolulu, HI
03.2014 - 02.2016
- Developed and implemented sales strategies to increase customer base.
- Created customized presentations for potential customers.
- Conducted market research to identify target markets and develop pricing strategies.
- Provided technical support to customers regarding product features and usage.
General Manager
Wing Stop
Honolulu, HI
07.2014 - 01.2016
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
Customer Service Manager
Southwest Airlines
New York, NY
06.2008 - 03.2014
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Peer Coach for all new hirers and senior agents.
Education
Bachelor Of Science In Business Administration
Bethune Cookman University
11.2007
Business Administration
Thornwood High School
05.2003
Skills
- Safety and Security Procedures
- Training and Mentoring
- Customer Service
- Office Management
- Conflict Management
- Word Processing
- Effective Planning
- POS Systems
- Team Building
- Administrative Support
- Cash Handling
- Reservations
- Transaction Processing
- Problem-Solving Skills
- Conflict and Issue Documentation
- Inventory Oversight
- Time Management
- Oral and Written Communications
- Administrative Skills
- Listening Skills
Affiliations
- National Honor Roll Society from 1999-2003.
- Dean's List from 2000-2002
Timeline
Spa Attendant
Conrad Orlando Resort
02.2024 - Current
Front Desk Agent/Night Auditor
Grand Wailea By Waldorf Astoria
07.2023 - 10.2023
Front Desk Agent
Montage Kapalua Bay
07.2022 - 07.2023
Owner Operator
Road 2 Riches Transport
12.2020 - 04.2023
Customer Service Agent
Delta Air Lines, Inc
02.2018 - Current
General Manager
Wing Stop
07.2014 - 01.2016
Customer Service Manager
United Airlines
05.2014 - 12.2017
Sales Specialist
Apple Inc.
03.2014 - 02.2016
Customer Service Manager
Southwest Airlines
06.2008 - 03.2014
Bachelor Of Science In Business Administration
Bethune Cookman University
Business Administration
Thornwood High School
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