Yasmeen Mohamed
Washington,DC
Summary
With 13 years of experience in team leadership, customer service, project management, creative and detail-oriented approach consistently delivers exceptional results. Looking to further develop knowledge and maximize my abilities in the hotel business, eager to contribute to Marriott International's innovative growth. Ambitious to play a pivotal role in driving the company's success by leveraging my expertise and passion for executing tasks in a high-pressure environment.
Overview
15
15
years of professional experience
Work History
Guest Services Lead/ Ambassador
Residence Inn by Marriott DC National Mall
2016.04 - Current
- Cultivated a positive work culture that prioritized employee engagement and satisfaction while promoting high levels of productivity.
- Assisted in the recruitment of top talent for the Ambassador program, ensuring a strong pipeline of qualified candidates for future positions. Contributes to building a positive team spirit. Ability to manage and balance group and local businesses
- Knowledge of overall hotel sales and operations, understand all hotel information necessary
- Performs functions of the General Manager in their absence
- Assists General Manager in conducting staff meetings. Knowledge of revenue management functions and account profitability
- Provide excellent customer service to guest, associate, and team player
- Provides security for hotel guests and the property by controlling room keys for over 233 rooms/suites
- Completes paperwork necessary for Front Office operations; assigning rooms; completing group and VIP pre-registrations and key packets
- Blocking room assignments and reservations; complimentary rooms; processing adjustments and check-outs; answering telephones; handling mail and messages for guests; and transferring all necessary information at shift change
- Develop and maintain a working knowledge of the local area to provide customer service and assist non local visitors
- Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds promptly to requests for service and assistance
Night Auditor
Courtyard by Marriott
2014.07 - 2016.06
- Nightly supervised property with over 202 rooms/suites
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Generated and printed daily financial reports to track hotel performance.
Night Auditor Supervisor
Residence Inn by Marriott Thomas Circle
2012.12 - 2014.04
- Responsible for supporting the Front Office operation
- Reconciled the day by providing financial reports to Hotel Management
- Built relationships with key customers.
- Performs functions of Guest Service Agent as scheduled by Management
- Provides training, including safety training, to front office staff as directed by Management
- Assists in scheduling front desk personnel within budget guidelines to assure adequate staffing
- Maintains accurate records including cash flow sheet, direct bill accounts, credit card payments, registration cards, and reservation cards
- Corresponds with group and travel agents to answer special requests for rooms and rates
- Assists with sales and marketing efforts as directed
- Assigns duties to Guest Service Agents and observes performance to ensure adherence to franchise standards, hotel policies, and established operating procedures
- Performs functions of the General Manager in their absence
- Assists General Manager in conducting staff meetings
- Contributed to the development of training materials for new night auditors, ensuring a consistent approach to onboarding across the team.
- Makes self-available to staff; Continually works to improve supervisory skills
- Follows policies and procedures including but not limited to, dress code policies
- Adapts to changes in the work environment; Manages competing demands; Able to deal with frequent changes, delays, or unexpected events
- Consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
Guest Service Representative
Double Tree by Hilton
2010.01 - 2012.01
- Provided excellent customer service, completed daily checklist, checked guests in/out
- Greets, registers, and assigns rooms to guests
- Handles confidential information, including guest records, with a high degree of integrity
- Promptly and effectively deals with guest requests and complaints
- Answers and routes calls as appropriate; takes guest messages with accuracy
- Responsible for cash drawer contents and transactions during shift
- Maintains accurate records including cash flows, registration card, reservation cards, and property walks
- Assists with sales and marketing efforts as directed by the General Manager
- Offers and properly handles requests for wake-up calls
- Records pertinent guest information in the pass-on log
- Replenishes continental breakfast as needed and keeps area clean
- Ensures common area/lobby is clean
- Performs laundry functions as directed
- All other duties as assigned
Guest Service Representative
Hampton Inn/Homewood Suites By Hilton
2010.01 - 2012.01
- Provided excellent customer service, completed daily checklist, checked guests in/out
- Greets, registers, and assigns rooms to guests
- Handles confidential information, including guest records, with a high degree of integrity
- Promptly and effectively deals with guest requests and complaints
- Answers and routes calls as appropriate; takes guest messages with accuracy
- Responsible for cash drawer contents and transactions during shift
- Maintains accurate records including cash flows, registration card, reservation cards, and property walks
- Assists with sales and marketing efforts as directed by the General Manager
- Offers and properly handles requests for wake-up calls
- Records pertinent guest information in the pass-on log
- Replenishes continental breakfast as needed and keeps area clean
- Ensures common area/lobby is clean
- Performs laundry functions as directed
- All other duties as assigned
Education
Bachelor of Science - Hospitality Administration And Management
University of The District of Columbia
Washington, DC05.2025
Associate of Science - Hospitality Management
University of District of Columbia
Washington, DC01.2021
High School Diploma -
James Hubert Blake High School
Silver Spring, MD05.2010
Skills
- Collaborative mindset
- Brand representation
- Customer Engagement
- Team Management
- Social Media Management
- Event Coordination
- Problem-Solving
- Attention to Detail
- Microsoft Efficient
- Sales Force
- GXP
- FOSSE
- MICROS
- OPERA
References
References available upon request
Timeline
Guest Services Lead/ Ambassador
Residence Inn by Marriott DC National Mall
2016.04 - Current
Night Auditor
Courtyard by Marriott
2014.07 - 2016.06
Night Auditor Supervisor
Residence Inn by Marriott Thomas Circle
2012.12 - 2014.04
Guest Service Representative
Double Tree by Hilton
2010.01 - 2012.01
Guest Service Representative
Hampton Inn/Homewood Suites By Hilton
2010.01 - 2012.01
Bachelor of Science - Hospitality Administration And Management
University of The District of Columbia
Associate of Science - Hospitality Management
University of District of Columbia
High School Diploma -
James Hubert Blake High School
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