Shenique Wallace
Nassau
Summary
Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software. I am motivated to maintain customer satisfaction and contribute to company success.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
Grand Hyatt Baha Mar
02.2024 - 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.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Increased customer loyalty with exceptional communication skills and personalized service.
Hostess
Albany Bahamas
11.2023 - 02.2024
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
- Noted special patron requests and followed up with kitchen to confirm delivery.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Answered customers' questions, recommended items and recorded order information.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Inspected dishes and utensils for cleanliness.
- Collected orders and relayed them to bartenders quickly and accurately.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Answered customer questions about hours, seating, and menu information.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Relayed guest comments or suggestions to manager on duty for further action.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Seated patrons based on guest preferences and seating availability.
- Delivered pick-up and curbside orders to guests.
Training Server
The Rusty Anchor
11.2022 - 01.2023
- Discussed proper procedures for requesting identification and provided practice opportunities to trainees.
- Presented training material with varied instructional methods to maintain attention of participants.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
Reservations Agent
Grand Hyatt Baha Mar
12.2021 - 11.2022
- Handling 50+ calls daily
- Booking reservations
- Answering emails
- Building and maintaining group blocks
- Staying up to date with new promotions
- Collecting and returning deposits to guest
- Gained extensive knowledge in data entry, analysis and reporting
- Passionate about learning and committed to continual improvement
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Self-motivated, with strong sense of personal responsibility
Front Desk Agent
Grand Hyatt Baha
06.2019 - 12.2021
- Greeting and thanking guest in a sincere, and friendly manner
- Checking guest in on arrival and out on departure
- Posting charges to appropriate guest accounts
- Anticipating and addressing guest needs and resolving their problems and complaints
- Complying with company policies.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization
- Prepared reports on guest satisfaction levels and other metrics
- Collected room deposits, fees, and payments
- Introduced customers to resort amenities with pleasant and helpful demeanor
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms
- Issued room keys to guests upon check-in and answered questions regarding proper use
Room Attendant
Grand Hyatt Baha
09.2017 - 06.2019
- Replacing used linen
- Restocking bottled water
- Replenishing amenities.
- Resealed floors with wax and kitchen counters with correct applications to minimize staining and damage
- Returned emptied garbage receptacles to proper locations
Education
High School Diploma -
Government High School
06.2009
Skills
- Type 96WPM
- Basic Computer Skills
- Team player
- Excellent time management skills
- Ability to Multitask
- Strong Math Skills
- Excellent Communication Skills
- Microsoft office
- Administrative support
Timeline
Front Desk Agent
Grand Hyatt Baha Mar
02.2024 - Current
Hostess
Albany Bahamas
11.2023 - 02.2024
Training Server
The Rusty Anchor
11.2022 - 01.2023
Reservations Agent
Grand Hyatt Baha Mar
12.2021 - 11.2022
Front Desk Agent
Grand Hyatt Baha
06.2019 - 12.2021
Room Attendant
Grand Hyatt Baha
09.2017 - 06.2019
High School Diploma -
Government High School
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