NYAH MASON
Fort Washington
Summary
Highly personal professional with 5+ years of experience delivering exceptional customer service in fast-paced, hospitality-driven environments. Skilled in guest relations, conflict resolution, and multitasking under pressure. Proven ability to manage check-in processes, handle sensitive information with accuracy, and create positive guest experiences. Strong communication with a background in working with diverse populations and collaborating across teams to ensure seamless operations.
Overview
13
13
years of professional experience
Work History
Flight Attendant
United Airlines
01.2019 - 11.2024
- Delivered exceptional customer service to diverse guests, ensuring a welcome and professional experience from boarding to final departure.
- Handled guest concerns and complaints with professionalism, resolving issues quickly while maintaining satisfaction and loyalty.
- Demonstrated calm and composed problem-solving skills during high-pressure situations, including emergencies and unexpected disruptions.
- Collaborated with team members across departments to ensure smooth operations and consistent guest satisfaction.
- Consistently upheld company standards of professionalism, presentation, and hospitality.
Guest Service Associate
European Wax Center
04.2022 - 08.2023
- Managed reservations and coordinated guest check-ins to ensure seamless arrival experiences.
- Coordinated appointment scheduling using management software, optimizing staff utilization.
- Maintained cleanliness and organization of reception area, ensuring a welcoming environment for all visitors.
- Processed payments accurately, handling cash and credit transactions with attention to detail.
- Handled sensitive client information discreetly while adhering to privacy regulations and company policies.
Substitute Teacher
Mecklenburg County
08.2021 - 12.2022
- Enforced classroom routines to keep students on schedule and operating at consistent level.
- Provided classroom instruction outlined in teacher's lesson plans.
- Addressed individual student needs and accommodated learning differences.
- Engaged students in discussions to promote interest and drive learning.
- Explained assignments and relayed information from lead teacher.
- Implemented lesson plans assigned by classroom teacher to educate students about key concepts.
Front Desk Agent
Aloft Hotel
01.2018 - 12.2018
- Managed guest check-ins and check-outs, ensuring seamless arrival and departure experiences.
- Resolved guest inquiries and complaints, enhancing overall customer satisfaction and loyalty.
- Coordinated room assignments using property management system for optimal occupancy rates.
- Trained new staff on front desk procedures and service standards to maintain operational excellence.
- Developed relationships with local businesses to provide guests with exclusive offers and services.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Classroom Observation/ Intern
Somerset 6/7 Intermediate School
10.2015 - 04.2016
- Observed student performance and recorded academic and attendance.
- Arranged lesson outlines and individual plans according to course syllabus and district requirements.
- Graded assignments and tests using answer key, documented results and informed lead teacher of students' performance.
- Distributed and collected tests and homework to collate and prepare for grading.
- Promoted student learning by providing individualized and small group support to reinforce classroom topics.
Dance Instructor
Variations Dance Camp
07.2013 - 07.2013
- Worked in a team-based environment to uphold quality and continuity of service to all clients.
- Assessed dancer strengths and developed choreography to highlight talent.
- Upheld studio guidelines and legal requirements for dancer and staff protection.
- Planned choreography for group performances and recitals.
- Devised and directed group, couples and individual dance performances.
- Performed at different events as a dancer.
- Instructed groups of individual and coupled dancers in different dance styles.
Cashier
McDonald's
02.2012 - 05.2013
- Greeted customers promptly
- Received customer payments
- Kept work areas clean, neat and organized for maximum productivity
- Described products and services in detail
- Totaled bills and calculated taxes
- Collected and stored coupons
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration
- Responded to customer questions and requests in a prompt and efficient manner.
Education
Bachelor of Arts - English
University of Maryland
Princess Anne, MD01.2018
Skills
- Customer service
- Attention to detail
- Team collaboration
- Reliability and punctuality
- Verbal and written communication
- Cultural awareness
- Interpersonal communications
- Conflict resolution
Timeline
Guest Service Associate
European Wax Center
04.2022 - 08.2023
Substitute Teacher
Mecklenburg County
08.2021 - 12.2022
Flight Attendant
United Airlines
01.2019 - 11.2024
Front Desk Agent
Aloft Hotel
01.2018 - 12.2018
Classroom Observation/ Intern
Somerset 6/7 Intermediate School
10.2015 - 04.2016
Dance Instructor
Variations Dance Camp
07.2013 - 07.2013
Cashier
McDonald's
02.2012 - 05.2013
Bachelor of Arts - English
University of Maryland
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