Jasmine Durham
Rockville
Summary
Manager with a knack for team development through effective personal service. Excellent strategic planning, problem resolution with proven sales talents. Dedicated to providing exceptional customer services and achieving team goals.
Overview
11
11
years of professional experience
Work History
Front Desk Manager
Capitol Concierge
Rockville
06.2024 - Current
- Oversee team of multiple concierges whether full-time, part-time, temporary or on-call.
- Coach, Mentor to ensure that all team members are providing excellent customer service and are effectively and efficiently responding to request from clients, tenants, residents and or property management.
- Assist concierges with the resolution of property issues and ensure that a full understanding of the situation is known.
- Along with concierge team, act in a concierge capacity to assist residents, tenants, property management and clients with daily tasks including, but not limited to, logging in packages, mail, accurately completing daily shift memo notes, notifying property management according to PM criteria.
- Ensure timely clock in/out of each concierge.
- Create monthly calendar and staff meetings.
- Ensure desk and back area clean.
- Schedule one on one's with team members when needed.
- Respond to PM requests.
- Communicate to team changes in practice and/or policy.
- Ensure concierge training is complete and up-to-date for current team members as well as onboarding new team members and providing them with the resources they need to excel at their role.
Assistant Manager
Shinola Detroit
Tysons
10.2020 - 02.2024
- Exceed revenue targets and build relationships by providing consistent guest experience to each guest exhibiting hospitality in every interaction while executing the following Brand Experience standards: A Warm Welcome, Creating a Connection, Product Love and Community Building.
- Execute in-person and virtual shopping appointments.
- Participate in monthly product knowledge, operational and guest service training.
- Facilitate guests repairs.
- Control expenses.
- Complete tasks in a timely manner.
- Adhere to company Loss Prevention standards to maintain the integrity of the sales floor and product.
- Adhere to company shipping and handling guidelines to successfully conduct product transfers, liquidations and RTV's.
- Monitor and manage store supply levels and budget to ensure the store is running optimally and stocked properly.
- Manage visual merchandising standards and practices ensuring that the store and product displays are in line with company guidelines.
Night Auditor
Hyatt Regency Tysons Corner Center
Tysons
09.2020 - 03.2021
- Complete end-of-day activities including posting charges to accounts, running night audit backup, and roll the date.
- Process all payment types such as room charges, cash, checks, debit, or credit.
- Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
- Print contingency lists to have a record of all guests in case of emergency.
- Sell a room/accommodation to guests without reservations based on availability.
- Operate telephone switchboard station, process requests for wake-up calls, and advise guest of any messages.
- Complete the Room Rate Variance Report.
- Process all guest check-ins and assign room.
- Activate or reissue room keys using electronic key machine.
- Count bank at end of shift and secure bank.
- Balance and drop receipts according to Accounting specifications.
Assistant Manager
Lovesac
Tysons
10.2014 - 11.2019
- Play a pivotal role in building long-term relationships with our clients, fostering sales growth, and ensuring outstanding customer satisfaction.
- Meet or exceed sales targets and KPIs by understanding customer needs and recommending suitable solutions.
- Develop and maintain up-to-date product knowledge to effectively communicate features and benefits to customers.
- Build and nurture relationships with clients, identifying opportunities for upselling and cross-selling.
- Provide prompt and professional responses to customer inquiries and resolve issues with empathy and professionalism.
- Implement effective sales strategies and product demonstrations to engage customers.
Education
Some College (No Degree) - Liberal Arts & Sciences
Art Institute of Washington
Arlington, VASkills
- Team leadership
- Customer service
- Scheduling management
- Operations management
- Relationship building
- Effective communication
Timeline
Front Desk Manager
Capitol Concierge
06.2024 - Current
Assistant Manager
Shinola Detroit
10.2020 - 02.2024
Night Auditor
Hyatt Regency Tysons Corner Center
09.2020 - 03.2021
Assistant Manager
Lovesac
10.2014 - 11.2019
Some College (No Degree) - Liberal Arts & Sciences
Art Institute of Washington