Latrell Phillips
Atlanta
Summary
Dynamic front desk agent with proven expertise in customer service, problem-solving, and efficient time management. Committed to enhancing guest experiences and driving operational efficiency.
Overview
9
9
years of professional experience
Work History
Front Desk Agent
The Starling Atlanta Midtown, Curio Collection by Hilton
Atlanta, GA
03.2022 - Current
- Managed guest check-ins and check-outs efficiently, ensuring smooth arrival experiences.
- Resolved guest inquiries and complaints promptly, enhancing overall satisfaction.
- Trained new front desk staff on operational procedures and customer service best practices.
- Implemented process improvements that streamlined front desk operations, increasing efficiency during peak times.
- Monitored cash handling procedures to ensure accuracy and adherence to financial policies.
- 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.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Host
Jojo’s Beloved Cocktail Lounge
Atlanta, GA
04.2022 - 05.2026
- Managed guest seating arrangements to optimize flow and enhance customer experience.
- Coordinated communication between kitchen and front-of-house staff to ensure timely service.
- Trained new hosts on customer service standards and operational protocols.
- Resolved guest inquiries and complaints, ensuring high satisfaction levels.
- Monitored dining area for cleanliness and ambiance, contributing to overall atmosphere.
- Developed strategies to streamline check-in processes, reducing wait times for guests.
- Assisted in scheduling host shifts, improving team coverage during peak hours.
Whenever/Whatever Agent
W Atlanta Buckhead Marriott International
Atlanta, GA
01.2019 - 03.2022
- Delivered exceptional guest service to enhance overall customer satisfaction and loyalty.
- Managed reservations and room assignments using property management system to optimize occupancy rates.
- Collaborated with housekeeping and maintenance teams to ensure timely response to guest requests.
- Trained and mentored new agents on operational procedures and customer service standards.
- Implemented process improvements that streamlined check-in/check-out procedures, reducing wait times for guests.
- Coordinated special events and group bookings, ensuring seamless execution of client requirements.
- Resolved guest complaints effectively, maintaining positive relationships through proactive communication strategies.
- Analyzed guest feedback to identify trends, driving improvements in service delivery and operational efficiency.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Sales Associate Stock Manager
Philipp Plein
Atlanta, GA
06.2017 - 09.2018
- Delivered exceptional customer service, enhancing client satisfaction and loyalty.
- Achieved sales targets by implementing effective upselling techniques and product knowledge.
- Producing sales of $40,000 per month.
- Managed inventory control, ensuring accurate stock levels and timely replenishment.
- Collaborated with management to develop promotional campaigns that increased foot traffic.
- Fostered positive relationships with clients, resulting in repeat business and referrals.
- Analyzed customer feedback to refine sales approaches and improve service offerings.
Education
Bachelor of Science - Mass Media Art Radio Television And Films
Clark Atlanta University
Atlanta, GA05-2017
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality services
- Time management
- Credit and cash payments
- Oral and written communications
- Microsoft office
- Front office support
- Documentation
- File management
Timeline
Host
Jojo’s Beloved Cocktail Lounge
04.2022 - 05.2026
Front Desk Agent
The Starling Atlanta Midtown, Curio Collection by Hilton
03.2022 - Current
Whenever/Whatever Agent
W Atlanta Buckhead Marriott International
01.2019 - 03.2022
Sales Associate Stock Manager
Philipp Plein
06.2017 - 09.2018
Bachelor of Science - Mass Media Art Radio Television And Films
Clark Atlanta University
2025 Employee of The Year • 2026 Georgia Hotel & Lodging Association Front Desk Nominee • 2026 Tea
1. 2025 Employee of The Year
2. 2026 Georgia Hotel & Lodging Association Front Desk Nominee
3. 2026 Team Member of The Year Nominee for Schulte Leadership Conference
4. Averaging $3,000 per month on room upgrades
5. Cross trained at Hotel Granada
6. Operating hotel systems: PEP, OnQ & HMS
7. Bellman occasionally