Shannon Chiang
Midway Park,NC
Summary
Seasoned hospitality professional with a proven track record at Hampton Inn & Suites By Hilton, excelling in guest service and problem-solving. Skilled in using OnQ and PEP to enhance operational efficiency. Recognized for implementing innovative cleaning processes, leading to a significant improvement in guest satisfaction and team performance.
Experienced with managing guest interactions and front desk operations. Utilizes effective communication to address and resolve guest concerns promptly. Strong understanding of hospitality protocols and maintaining welcoming environment.
Overview
5
5
years of professional experience
Work History
Front Desk Agent
Doubletree By Hilton
12.2024 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
Front Desk Agent, Night Auditor, Room Inspector
Hampton Inn & Suites By Hilton
04.2023 - 11.2024
- FDA: Guest Services, Reservations, Sales Leads, Interdepartmental Communications, Cash handling, Daily reports,Collected room deposits, fees, and payments, Maintained accurate records of guest information, payments, and reservations using hotel management software systems. PEP/OnQ.
- Night Auditor: Nightly/Weekly/Monthly reports, Audit adjustments, Drawer Balances, Guest service calls, Correspondence to morning staff.
- Room Inspector: Supervision of all housekeeping staff including laundry and housepersons, Room and building Inspections, Daily reports, Assignment of housekeeping boards, Inventory of linens and supplies, Provided exceptional services during high volume periods or challenging situations to ensure the best guest experiences, resolving guest issues promptly resulting in positive guest feedback and many return visits.
Laundry Supervisor
Hampton Inn & Suites By Hilton
04.2021 - 04.2023
- Managed tasks such as sorting, washing/drying, folding, and stocking with impeccable attention to detail. Responsible for implementing new cleaning processes and team strategies to improve time management. Selected most suitable cleaning materials for different types of linens, furniture, flooring and surfaces. Placed orders for laundry supplies. Worked closely with Front Desk, housekeeping, and Maintenance staff to respond promptly to all guest requests. Communicated laundry machine repair needs to maintenance staff.
Room Inspector
Courtyard by Marriott
05.2020 - 08.2021
- Created Housekeeping Boards. Inspection of rooms for cleanliness and maintenance requirements. Guest Services. Ensured that all guests rooms meet the brand standards of Marriott. Responsible for communicating any problems found during inspections to appropriate departments for resolution. Trained all new employees to assure quality services and performance. Implemented new cleaning process and team strategies to reduce necessary payroll hours and to utilize individual team members strengths. Created an energetic, positive work environment.
Room Inspector
Hampton Inn & Suites By Hilton
11.2019 - 04.2020
- Collaborated with various team members to meet guests' requests.
- Demonstrated strong problem-solving skills while handling complex guest issues related to room conditions or expectations.
- Trained new employees on proper room inspection procedures and hotel policies, resulting in improved inspection accuracy.
- Upheld high standards of safety compliance by regularly reviewing emergency procedures during training sessions.
Education
High School Diploma -
Gaithersburg High School
Gaithersburg, MD05-1996
Skills
- Customer/Guest service
- Problem-solving skills
- Cash handling
- Multi Line Phone Systems
- Microsoft Office
- General Admin/Office
- Fosse/Marriott
- OnQ/Hampton
- PEP/Hampton
- First Aid/CPR Certified
- NC ABC Board Certified
Timeline
Front Desk Agent
Doubletree By Hilton
12.2024 - Current
Front Desk Agent, Night Auditor, Room Inspector
Hampton Inn & Suites By Hilton
04.2023 - 11.2024
Laundry Supervisor
Hampton Inn & Suites By Hilton
04.2021 - 04.2023
Room Inspector
Courtyard by Marriott
05.2020 - 08.2021
Room Inspector
Hampton Inn & Suites By Hilton
11.2019 - 04.2020
High School Diploma -
Gaithersburg High School
Similar Profiles
Abdullah AljubairiAbdullah Aljubairi
Cluster Government Relations Manager at DoubleTree by Hilton and Hilton Garden Inn FinanciCluster Government Relations Manager at DoubleTree by Hilton and Hilton Garden Inn Financi
Talib DalwaiTalib Dalwai
Cluster Supervisor for Banquets Sales at Hilton Garden Inn Olaya & Doubletree by Hilton Al MurojCluster Supervisor for Banquets Sales at Hilton Garden Inn Olaya & Doubletree by Hilton Al Muroj
Kara GoodmanKara Goodman
Guest Service Representative at Doubletree By HiltonGuest Service Representative at Doubletree By Hilton