Shanya Milstead
Washington
Summary
Dedicated and focused working individual who excels at prioritizing and completing multiple tasks simultaneously. Committed to delivering high quality results with little supervision. Poised with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Seasoned Hospitality professional competent in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, leading teams and coordinating facility services. Smooth and efficient multitasker and planner. Personable and energetic Receptionist committed to delivering excellence in all facets of customer service and administrative support. Dedicated to offering exceptional assistance to team members and clients.
Overview
5
5
years of professional experience
Work History
Front Office Supervisor
Hyatt Place US Capitol
05.2023 - Current
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for improved efficiency and reduced wait times.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Managed group bookings effectively to optimize room allocation while accommodating individual preferences.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
Front Desk Receptionist
Master Suites Hotel
11.2019 - 05.2023
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours
- Politely welcomed arriving guests, providing room keys and information on amenities and policies
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate
- Arranged accommodations and travel plans for visitors and presented updated itineraries
- Received packages and mail at front desk and dispersed to correct employees
- Directed incoming calls to internal personnel and departments, routing to best-qualified department
- Kept accounts in balance and ran daily reports to verify totals
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Welcomed patrons and immediately offered assistance by asking open-ended questions
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Office Manager
Affordable Home Solutions LLC
05.2021 - 09.2022
- Maintain good employee relations and projection of the company's image to clients, the public, and third parties.
- Assisted homeowners with all insurance related questions.
- Managed all administrative responsibilities associated with both in office employees as well as sub-contractors in the field.
- Created and distributed all invoices, estimates, as well as material purchase orders.
- Performed weekly payroll administrative functions as well as distributing commission.
- Maintained all personnel records, subcontractor files, and registration paperwork.
- Setting up travel and lodging for all company events. Worked with Project manager to coordinate contractors and jobs in progress.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Cashier Team Lead
Bossman Productions
01.2019 - 11.2019
- Mentored new team members on POS system operation, customer service strategies and sales goals
- Maintained stock within optimal levels to meet expected customer and sales levels
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current
- Assisted customers by answering questions and fulfilling requests
- Received and processed customer payments
- Set and updated employee schedules based on expected customer needs to meet coverage demands while controlling labor costs
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Developed and implemented promotional strategies targeting overstocked, high-profit or nearly expired merchandise to move items and boost revenue.
Sales Associate
New York & Company
01.2019 - 07.2019
- Responsibilities included but are not limited to greeting customers
- Assisted customers with purchases by offering product knowledge and technical information, handled inventory control, merchandising, stocking products, tags, and markdowns
- Achieved company sales goals and quotas in addition performed cashier duties on as needed basis.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
Education
Psychology
University of Maryland Global Campus
12.2024
High school diploma -
St. Charles High School
Waldorf, MD06.2017
Skills
- Operate Cashier
- Inventory control
- Office organization
- Office supplies inventory management
- Time management
- Merchandising
- Microsoft Office
- Technical Support
- Problem-solving
- File management
- Business administration
- Database Administration
- Appointment Coordination
- Staff Supervision
- Employee Management
- Shift scheduling
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Front Office Supervisor
Hyatt Place US Capitol
05.2023 - Current
Office Manager
Affordable Home Solutions LLC
05.2021 - 09.2022
Front Desk Receptionist
Master Suites Hotel
11.2019 - 05.2023
Sales Associate
New York & Company
01.2019 - 07.2019
Cashier Team Lead
Bossman Productions
01.2019 - 11.2019
Psychology
University of Maryland Global Campus
High school diploma -
St. Charles High School
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