Yishak Mehari Negga
Toronto,Canada
Summary
Reliable and organized professional with extensive customer service experience. Proven track record of providing exceptional service to all customers. Possesses excellent communication and problem-solving skills. Committed to delivering quality service and providing a positive customer experience.
Overview
6
6
years of professional experience
Work History
Front Desk Guest Service Agent
Holiday Inn Toronto Downtown Center
06.2024 - Current
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Handled sensitive customer information securely, ensuring the protection of personal data while processing payments or updating records.
- Trained new front desk agents in proper procedures, contributing to a consistently high level of service across the team.
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
FRONT DESK AGENT
Axum Hotel
01.2019 - 11.2022
- Greet and welcome visitors in a professional manner while managing multiple tasks simultaneously
- Provided a high level of customer service to all clients
- Managed incoming calls, directing them to appropriate staff members or taking detailed messages as necessary
- Register guests, issue room keys, provide information on hotel services and room location
- Answer phones in a prompt and courteous manner
- Up-sell rooms where possible to maximize hotel revenue
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank
- Issue, control and release guest safe-deposit boxes
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
- Respond appropriately to guest complaints
- Make appropriate service recovery gestures in order to ensure total guest satisfaction
- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes
- Promote team work and quality service through daily communications and coordination with other departments
- Perform other duties as assigned by Management including guest room tours, concierge services, special guest requests, etc
Education
BACHELOR OF ARTS - MANAGEMENT
Sheba University College
01.2006
DIPLOMA - BUSINESS ADMINISTRATION
Unity University College
01.2003
Skills
- Listening Skills
- Guest Services
- POS Systems
- Reservation Systems
- Payment Processing
- Computer Skills
- Problem-Solving
- Self Motivation
- Patience and tolerance
- Complaint handling
- Guest relations
- Professional appearance
Languages
English
Full Professional
Amharic
Native or Bilingual
Tigrigna
Native or Bilingual
Timeline
Front Desk Guest Service Agent
Holiday Inn Toronto Downtown Center
06.2024 - Current
FRONT DESK AGENT
Axum Hotel
01.2019 - 11.2022
DIPLOMA - BUSINESS ADMINISTRATION
Unity University College
BACHELOR OF ARTS - MANAGEMENT
Sheba University College
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