Teriyuna Mcgruder
Lagrange
Summary
Dynamic hospitality professional with extensive experience at Courtyard by Marriott, excelling in customer service and front desk management. Proven track record in enhancing guest satisfaction through effective problem-solving and personalized service. Skilled in cash handling and reservation systems, fostering loyalty and repeat business through exceptional communication and relationship-building.
Overview
6
6
years of professional experience
Work History
Front Desk Agent
Courtyard by Marriott
09.2022 - 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.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered customer telephone calls promptly and appropriately handled needs.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
Assistant Manager
Subway
07.2019 - 09.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
Education
Valley Hight School
Valley, AL05.2014
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality service expertise
- Front desk management
- Reservation systems
- Room assignments
- Reservations
- Training and mentoring
- Inventory oversight
- Guest amenities
- Computer skills
- Teamwork and collaboration
- Phone and email etiquette
- Data entry
- Staff training
- Office organization
- Payment processing
- Customer service management
Timeline
Front Desk Agent
Courtyard by Marriott
09.2022 - Current
Assistant Manager
Subway
07.2019 - 09.2022
Valley Hight School
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