Shamica Coleman
Candlewood Suites/Sonesta Simply Suites
Charlotte
2027
years of professional experience
Dedicated Guest Service Representative with a strong focus on enhancing guest satisfaction through exceptional service and effective problem-solving.
Work History
Guest Service Representative
9 Years 10 Months- Deliver exceptional customer service, addressing inquiries and resolving issues promptly.
- Manage front desk operations, including check-in/check-out processes and guest registration.
- Coordinate room assignments and maintain accurate booking records using property management systems.
- Train new staff on operational procedures and customer service best practices to enhance team performance.
- Develop strong relationships with guests, ensuring personalized experiences during their stay.
- Handle payment transactions accurately, maintaining proper cash handling procedures at all times.
- Develop strong rapport with returning guests to foster loyalty and repeat business.
- Manage guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Maintain detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Implement guest feedback initiatives to improve overall satisfaction and service quality.
- Contribute positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Enhance guest satisfaction by promptly addressing and resolving inquiries and concerns.
Guest Service Representative
- Delivered exceptional customer service, addressing inquiries and resolving issues promptly.
- Trained new staff on operational procedures and customer service best practices to enhance team performance.
- Managed front desk operations, including check-in/check-out processes and guest registration.
- Collaborated with housekeeping to ensure timely room readiness and adherence to cleanliness standards.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong relationships with guests, ensuring personalized experiences during their stay.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
Guest Service Representative
- Managed front desk operations, including check-in/check-out processes and guest registration.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Collaborated with housekeeping to ensure timely room readiness and adherence to cleanliness standards.
- Responded to guest inquiries to maximize guest satisfaction.
- Greeted guests upon arrival by providing a warm welcome.
Guest Service Representative/PM Manager
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Managed check-in and check-out processes, ensuring efficient guest flow and satisfaction.
- Handled reservations using property management system, maintaining accuracy in bookings and special requests.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Handled emergency situations with composure, ensuring guest safety and minimal disruption.
- Enhanced guest satisfaction by promptly addressing and resolving inquiries and concerns.
- Assisted in planning and executing events at hotel, leading to memorable experiences for attendees.
- Created welcoming and comfortable environment for guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Education
Associates in Specialized Business - Hospitality And Tourism Management
Skills
Customer service
OPERA V5 and OPERA Cloud property management systems
Attention to detail
Computer skills
Multitasking abilities
Reservation management
Problem solving
Organizational skills
Detail-oriented
Training and mentoring
Active listening
Timeline
Guest Service Representative
Candlewood Suites/Sonesta Simply Suites
10.2016 - CurrentRead More
Guest Service Representative
Country Inn & Suites By Radisson
2015 - 2019Read More
Guest Service Representative
Holiday Inn Express & Suites
2015 - 2015Read More
Guest Service Representative/PM Manager
Holiday Inn Express & Suites
2008 - 2015Read More
Bradford School
Associates in Specialized Business from Hospitality And Tourism Management
Read More
Employee of the month.
I have received Employee of the month plaques for all the hotels I've worked for. For my current hotel, I received Employee of the year.