Kimahli Blackwood
Laurel
Summary
Results-oriented professional skilled in hospitality management and analytics. Expertise includes supervising front desk operations, training staff on customer service excellence, and utilizing data insights to streamline processes and elevate guest experiences.
Overview
10
10
years of professional experience
Work History
Front Desk Supervisor
Embassy Suites
Washington
03.2024 - Current
- Spearheaded initiatives to enhance guest experience and develop effective strategies.
- Addressed guest concerns while monitoring assistance to ensure satisfaction.
- Trained and guided agents on performance metrics and new initiatives.
- Assisted upper management in decision-making and implementation of innovative strategies.
- Created schedules for inventory control while supervising agent activities.
- Collaborated with accounting department to train staff on receivables and payables.
- Compiled reports detailing daily actions, guest numbers, expenses, and room service usage.
- Instructed staff on customer service protocols and hotel policies.
Front Desk Supervisor
Hampton Inn
Washington
03.2022 - Current
- Performed technical administrative and clerical duties to enhance operational efficiency.
- Drafted detailed incident reports addressing guest issues and hotel shortcomings.
- Managed electronic documentation and personal information for guest records.
- Coordinated with departments to maintain systematic hotel operations and ensure guest satisfaction.
- Resolved guest complaints and handled phone inquiries professionally.
- Executed monetary transactions, ensuring accuracy in payment processing.
- Created schedules, managed inventory control, and supervised front desk agents.
- Trained with accounting department on basic and advanced accounts receivable and payable procedures.
HR Analytics and insights Intern
Hilton Corporate
McLean
06.2022 - 08.2022
- Utilized Google Analytics to extract and analyze data for actionable insights.
- Updated Qualtrics information to improve tracking of learning metrics.
- Generated reports from Taleo and transposed data into Excel for detailed analysis.
- Monthly updated financial data, including year-to-date forecasts and total projections.
- Conducted competitor analysis to identify market opportunities for Hilton services.
- Prepared comprehensive reports summarizing customer feedback survey findings for management review.
- Maintained organized, up-to-date company files using document management system.
- Established specific project goals to measure progress and evaluate outcomes.
Front Desk Supervisor
Hampton Inn
Glenarden
04.2021 - 03.2022
- Resolved guest complaints promptly, improving satisfaction levels.
- Supervised front desk operations to ensure efficient daily workflows.
- Trained staff on customer service protocols and hotel policies to elevate service quality.
- Monitored inventory, ordered replacements, and managed stock levels effectively.
- Processed payments and handled cashiering duties accurately and meticulously.
- Performed administrative tasks, including document filing and inquiry responses.
- Conducted financial audits regularly to ensure compliance and reporting accuracy.
- Generated comprehensive reports on daily activities, guest metrics, and revenue streams.
Front Desk Agent
Hilton Garden Inn
Greenbelt
02.2018 - 03.2020
- Checking in and out guests and maintaining guest satisfaction
- Resolving issues with guests in a satisfactory manner
- Balancing the cash drawer and handling monetary transactions.
- Creating daily reports pertinent to the function of the front office and hotel staff.
Front Desk Agent
Doubletree by Hilton
Largo
03.2016 - 02.2018
- Ensured guest satisfaction through effective check-in and check-out processes.
- Resolved guest issues promptly to maintain high service standards.
- Balanced cash drawer while managing monetary transactions accurately.
- Generated daily reports to support front office operations and hotel staff activities.
- Trained new front desk staff on operational procedures and customer service excellence.
- Collaborated with housekeeping to guarantee room readiness for arrivals.
- Managed guest inquiries and provided efficient, professional issue resolution.
- Answered phone calls, responded to inquiries, and took messages as needed.
Education
Bachelor's Degree - Business Finance
Howard University
Washington, DC06-2024
Associate’s Degree - Marketing
Prince George’s Community College
Largo, MD12-2019
Skills
- Guest relations
- Customer service
- Guest feedback
- Team supervision
- Staff coordination
- Operational planning
- Operational efficiency
- Analytics
- Data reporting
- Taleo
- ATS
- Promotional strategies
- Social media management
- Team communication
- Human Resources
Timeline
Front Desk Supervisor
Embassy Suites
03.2024 - Current
HR Analytics and insights Intern
Hilton Corporate
06.2022 - 08.2022
Front Desk Supervisor
Hampton Inn
03.2022 - Current
Front Desk Supervisor
Hampton Inn
04.2021 - 03.2022
Front Desk Agent
Hilton Garden Inn
02.2018 - 03.2020
Front Desk Agent
Doubletree by Hilton
03.2016 - 02.2018
Bachelor's Degree - Business Finance
Howard University
Associate’s Degree - Marketing
Prince George’s Community College