JONATHAN PETER
Front Desk Associates
Summary
Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Results Driven Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software.
Overview
11
11
years of professional experience
Work History
Front Desk Agent/Acting Supervisor
SWISSOTEL ALMUROOJ
- Current
- Used internal software to process reservations, check-ins and check-outs
- Took reservations over phone, in person and via computer for guests and provided confirmation information
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Concierge Supervisor
Swissotel Al Murooj
10.2023 - 12.2023
- Assisted with luggage handling, valet services and concierge services.
- Assisted guests with variety of services and local attraction information.
- Reduced guest complaints with proactive problem-solving and timely communication.
- Managed scheduling for concierge staff members, balancing workload effectively while accommodating employee needs when possible.
- Maintained accurate and up-to-date records of guest information.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Assisted with event planning and coordination, ensuring successful execution of on-site events and special occasions.
- Promoted positive work environment among employees by encouraging teamwork and open communication leading towards a more productive work atmosphere.
- Implemented new procedures to optimize concierge team performance, resulting in higher guest satisfaction ratings.
- Conducted regular team meetings to discuss performance metrics, areas for improvement, and best practices in customer service.
- Maintained high level of professionalism and discretion when dealing with guests.
Guest Service Supervisor
RADISSON BLU
03.2020 - 12.2022
- Supervises all Guest Service Staff to ensure all guests are assisted with any service issues, queries, and complaints
- Provide exemplary customer service to our guests while mentoring team members to exceed guest expectations for hospitality
- Answer incoming calls and any inquiries pertaining to hotel services
- Inspect and ensure the lobby area, and overall hotel areas are neat and clean
- Create reservations, check guests in and out of hotel, and ensure that they had a pleasant stay
- Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
- Maintains a friendly, cheerful, and courteous demeanor at all times
- Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
Guest Service Agent
RADISSONBLU
05.2016 - 03.2020
- Always greet guests in a friendly and professional manner according to Hotel's standards
- Engage each guest as a unique individual and listen attentively to their requests
- Perform accurate check-ins and check-outs of guests daily
- Answer the telephone in a timely and professional manner
- Make reservations over the phone and in person
- Responsible for a cash float throughout your shift and ensuring it balances correctly at the end of shift
- Anticipate and address guest's service needs
- Promote a safe working environment.
Reservations Agent
RADISSON BLU
06.2015 - 05.2016
- Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral
- Processes reservations from the sales office, other hotel departments, and travel agents
- Knows the type of rooms available as well as their location and layout
- Knows the selling status, rates, and benefits of all packages plans
- Knows the credit policy of the hotel and how to code each reservation
- Prepares letters of confirmation
- Communicates reservation information to the front desk
- Processes cancellations and modifications and promptly relays this information to the front desk
- Understands the hotel's policy on guaranteed reservations and no-shows.
Front Desk Doorman
RADISSON BLU
09.2013 - 04.2015
- Responsible for greeting guests in a courteous manner, and anticipating their needs, in order to make their stay as enjoyable as possible
- In-depth knowledge of verifying and recording pertinent guest information
- Ensuring that uninvited guests do not enter the hotel premises during high profile or sensitive events
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority
- Responded quickly to emergency situations to assess and deflect issues.
Education
MCSE Certified Network Engineer on Window Server -
IDM/NIIT
09.2008 - 01.2008
Platform Senior School Certificate -
WAEC
Lagos, Nigeria 02.1996 - 08.2001
School leaving Certificate - undefined
OGBA PRIMARY SCHOOL
02.1996 - 08.2001
Skills
Teamwork
Leadership
Communication
Computer literacy
Data Gathering
Inventory Oversight
Staff Supervision
Problem-Solving
Professionalism
Team Oversight
Office Organization
Guest Services
Microsoft Office
Regulatory Compliance
Continuous Improvement
Analytical Thinking
Marketing
Conflict Management
Listening Skills
Reservations
Conflict and issue documentation
Organizational Skills
Written Communication
Team building
Information Protection
Hospitality best practices
Transportation Arrangements
Guest Reception
Self Motivation
Time management abilities
Safety and security procedures
Multitasking Abilities
Payment Processing
Reliability
Multitasking
Decision-Making
Front Office Support
Transportation information
Adaptability and Flexibility
Team Supervision
Staff Scheduling
Payment Collection
Attention to Detail
Phone and Email Etiquette
Adaptability
Oral and written communications
Customer Service
References
Available On request
Timeline
Concierge Supervisor
Swissotel Al Murooj
10.2023 - 12.2023
Guest Service Supervisor
RADISSON BLU
03.2020 - 12.2022
Guest Service Agent
RADISSONBLU
05.2016 - 03.2020
Reservations Agent
RADISSON BLU
06.2015 - 05.2016
Front Desk Doorman
RADISSON BLU
09.2013 - 04.2015
MCSE Certified Network Engineer on Window Server -
IDM/NIIT
09.2008 - 01.2008
Platform Senior School Certificate -
WAEC
02.1996 - 08.2001
School leaving Certificate - undefined
OGBA PRIMARY SCHOOL
02.1996 - 08.2001
Front Desk Agent/Acting Supervisor
SWISSOTEL ALMUROOJ
- Current