Jailyn N. Smith
Charlotte
Summary
Dedicated and experienced hospitality professional with a proven track record in front desk, operations, guest services, and team supervision. Skilled in handling high-pressure environments, training new staff and ensuring seamless property operations. Passionate about delivering exceptional service and contributing to the overall success of the organization.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Behavior Technician (RBT)
Action Behavior Centers
Charlotte, NC
04.2026 - Current
- Implemented individualized treatment plans to enhance client behavioral development.
- Collaborated with interdisciplinary teams to optimize therapeutic approaches for clients.
- Monitored and documented client progress using data collection tools and software systems.
- Building Rapport with clients to facilitate engagement and reduce maladaptive behaviors.
Night Auditor
Holiday Inn Express Ballantyne
05.2025 - 04.2026
- Run the Audit
- Excel in HotelKey PMS System
- Check in/out Guest
- Handel End Of Month Inventory
- Stock Market
- Enroll guest to become an IHG member
- Work with Conerto. Loyalty Connect, and IHG Climb
- Full time/ Sunday- Thursday.
Night Auditor
Aloft Charlotte Airport Hotel
11.2024 - 04.2025
- Work From Home
- Expert IN C4c
- Expert in Avaya Phone System
- Data Entry
- Directly Respond to and engage customers inquiries and requests.
- Handle Incoming Calls in queue
- Handled Outgoing Calls for follow ups
- Handled Chat and Email teams when needed.
- Followed by an Merit System
- Excelled in QA
- Full time/ Sunday- Thursday.
Front Desk Agent/ Supervisor/ Night Auditor
Staybridge Suites Ballantyne
09.2023 - 09.2024
- Greeted guests in a friendly and professional manner, providing assistance with check-in and check-out procedures.
- Managed reservations and room assignments, ensuring accuracy and efficiency
- Addressed guest inquiries and concerns promptly, resolving issues to their satisfaction
- Talked with other hotels to coordinate walkovers in case of inventory issues with sold out night
- Made schedules for property employees and Luxury Employees
- Fixed Charge Backs
- Trained New Employees.
- Budgeting for inventory
- Have Financial Literacy when it came to inputting Snack area inventory
- Sales- I Identified and pursued new business opportunities through networking and talking with guests that continue to rent rooms with us for their employees at a specific rate.
- Knowledge with AR accounts
- Knowledge with PM accounts
- Knowledge with Group Blocks
- Make Housekeeping boards for housekeepers.
- Was 2nd person to contact on shift if Housekeeping Manager is not available
Credit Card Associate/ Call Center
Bank of America
10.2022 - 04.2023
- Handle a fast paced environment call center.
- Answering incoming calls from anywhere between 40 to 50 call volume
- Handle applications for approved or denied credit card inquiries
- Taking payments from client that go towards their credit card balances
- Disputing credit card transactions
- Ordering new cards for clients that may have been lost/or stolen
- Transferring calls to separate departments that handles fraud or disputes after I make the claim
- Handle inquiries about late fees
- Handle inquiries about their monthly bill
- Job Duties :
Everyday Banker/ Call Center
Wells Fargo
03.2022 - 10.2022
- Informing customers of bank policies procedures
- Handling concerns regarding transactions
- Processing financial applications (loans)
- Utilizing banking software to complete tasks such as disputes, reading off last transactions, transferring money from person to person or accounts to accounts.
- Handling customers inquires about zelle( resetting passwords, and fees on using this transferring program)
- Routing any calls that may be for the fraud department or mortgage loans.
- Handle inquires about late fees and putting the fees up for dispute
- Job Duties:
Vet-1- Care Associate/ Call Center
Charlotte Animal Referral and Emergency Hospital
03.2022 - 07.2022
- Actively recruit new clients by promoting hospital services and route the flow of clients and pets to ensure superior client care and maxim productivity of the veterinary medical team
- Maximize the number of pets seen by the hospital team through multiple systems.
- Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service.
- Assist outgoing clients by providing all necessary instructions , information and invoices, dispensing prescription items per the doctor's instructions.
- Manage payments from clients and guests through debit/credit or through a loan processor.
- Care Credit
- Job Duties:
Front Desk Receptionist
Sonesta ES Suites Arrowood
11.2019 - 12.2021
- Mange online, phone and in-person reservations
- Welcome guest, check them in, dispute room keys and explain the hotel amenities
- Take payments from customers
- Respond to guest issues and complaints in a friendly and timely manner
- Explain local amenities and attraction to guests
- Work with other staff members to ensure that all guest rooms meet hotel standards and accommodate any special requests and needs
- Job Duties :
Front Desk Receptionist and Kitchen Staff
Hyatt Place Hotels
02.2019 - 10.2019
- Guest service agents are responsible for greeting and registering each guest
- Providing outstanding guest service during their stay
- Setting the guest account upon completion of their stay
- Working in a fast paced environment with new challenges
- Concierge Duties
- Making and Modifying reservations.
- Deliver great customer service
- Reported to each shift on time and ready to work
- Job Duties :
- 2 locations (Traveled)
Education
Psychology
Wingate University
01-2019
Diploma - undefined
East Columbus High School
06-2017
Skills
- Microsoft Office Specialist- Office Word 2010
- Microsoft Office Specialist- Office PowerPoint 2010
- Opera PMS ( 7 years)
- Light Speed PMS ( 5 months)
- Accounting- NetSuite ( 5 months)
- Colleague Advantage (2 years)
- Data Entry
- Financial Literacy
- Work from Home Experience
- Call Center Experience
Certification
- RBT - Registered Behavior Technician - Active- May 11th 206. Expires- May 11th 2028.
LANGUAGES
Primary Language- English
Timeline
Behavior Technician (RBT)
Action Behavior Centers
04.2026 - Current
Night Auditor
Holiday Inn Express Ballantyne
05.2025 - 04.2026
Night Auditor
Aloft Charlotte Airport Hotel
11.2024 - 04.2025
Front Desk Agent/ Supervisor/ Night Auditor
Staybridge Suites Ballantyne
09.2023 - 09.2024
Credit Card Associate/ Call Center
Bank of America
10.2022 - 04.2023
Everyday Banker/ Call Center
Wells Fargo
03.2022 - 10.2022
Vet-1- Care Associate/ Call Center
Charlotte Animal Referral and Emergency Hospital
03.2022 - 07.2022
Front Desk Receptionist
Sonesta ES Suites Arrowood
11.2019 - 12.2021
Front Desk Receptionist and Kitchen Staff
Hyatt Place Hotels
02.2019 - 10.2019
Diploma - undefined
East Columbus High School
Psychology
Wingate University
AWARDS
Leadership Award- Well Fargo, Achievement Award- Spanish, Early Childhood Education Award, BB&T Financial Foundations Program