Emmaculate Nakhaima
Rockville
Summary
Dedicated and reliable concierge with exceptional organizational and interpersonal skills. Proven ability to anticipate guest needs and provide tailored solutions. Experienced in delivering high- quality service in upscale environments, enhancing overall guest satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Concierge/ Front Desk
FIS
11.2022 - 09.2023
- Trained 10+ employees on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
- Greeted and acknowledged all residents and announced/ sign in all guests and contractors/ vendors.
- Provided resident services such as package and dry cleaning acceptance and retrieval and any addition, transportation schedule, and any additional requests upon demand.
- Completed daily shift reports giving a time- stamped overview of what went on during shifts.
- Created and regularly updated front desk's concierge book to ensure availability of most relevant visitor information.
- Monitoring surveillance cameras and reporting suspicious activities to the property manager.
Concierge
FIS
05.2021 - 08.2022
- Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
- Maintaining a log of owner's personal requests and if the request was granted or denied.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Assuring prompt and positive action on all resident complaints, questions, concerns, and suggestions as well as conducting quality assurance follow-up.
- Responding to inquiries of home owners, vendors, and property management personnel regarding services and building issues.
- Maintaining key log and taking ownership of all appropriate keys and key fobs.
- Maintaining the cleanliness of the lobby, front entrance, including minimal snow removal.
- Assisting with contractors to assure they are adhering to the construction rules.
Receptionis/ Front Desk
FIS
07.2017 - 01.2021
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Maintained safe environment by monitoring systems and cameras and inspecting property for damages, incidents and misconducts.
- Responded graciously to guests requests, displaying an attentive, courteous and demeanor.
- Received and routed incoming and outgoing deliveries on behalf of guests.
- Completed assigned tasks with little or no supervision.
Education
No Degree - Nursing
Montgomery College
Rockville, MD05.2025
High School Diploma -
Largo High School
Upper Marlboro, MD05.2016
Skills
- Time management
- Reliable and punctual
- Office supplies inventory management
- Word processing
- Mail sorting
- Call forwarding
- Listening skills
- Meeting schedule
- Problem- solving
- Verbal and written communication
- Telephone etiquette
- Customer Service
Certification
CNA certicicate
Languages
English
Timeline
Concierge/ Front Desk
FIS
11.2022 - 09.2023
Concierge
FIS
05.2021 - 08.2022
Receptionis/ Front Desk
FIS
07.2017 - 01.2021
No Degree - Nursing
Montgomery College
High School Diploma -
Largo High School
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