Shanakaay Kay LeSauvage Webber
London
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Knowledgeable and professional Receptionist skilled in administrative support and customer service. Bringing 10+ years of experience managing fast-paced, front desk operations. Strong planning, problem solving and communication skills. Focused on providing professional service and support to every Guests. Diligent about scheduling appointments, meetings, managing packages and routing mail to recipients, dealing with a large request of invoices and completing friday report and guest curiosity. Positive nature with excellent people skills. Goal-driven, with extensive background managing busy reception areas and multi-line telephone systems. Security-conscious and astute in control of confidential GDPR documentation.
Overview
13
13
years of professional experience
Work History
Reception Supervisor
Firmdale - Charlotte Street Hotel
07.2016 - Current
- Greeted visitors, assessed needs and directed to appropriate personnel.
- Answered and directed incoming calls using multi-line telephone system.
- Demonstrated strong problem-solving skills when faced with challenging situations or guest complaints, leading to satisfactory resolutions for all parties involved.
- Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions.
- Updating guest profile note using Opera Software .
- Organized and updated monthly schedules and monthly calendar obligations for the team.
- Managing a large amount of incoming calls per day.
- Oversaw office inventory by restocking supplies for my department.
- Followed security procedures, issued visitor badges, monitored logbooks and reported irregularities.
- Managed financial transactions such as processing payments or issuing refunds accurately while adhering to company policies and guidelines.
- Played a key role in achieving high occupancy rates by handling reservation inquiries professionally and accurately.
- Collaborated with management to develop strategies for improving overall guest experience and satisfaction ratings.
- Boosted team morale and productivity through effective communication, coaching, and performance feedback.
- Sorted incoming mail and directed to correct personnel each day.
- Scheduled and confirmed appointments for the guest.
- Received incoming packages and mail for guest.
- Delivered administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules.
- Dealing with a large amount of invoices.
- Improved workflow efficiency by creating detailed schedules that outlined daily tasks and responsibilities for reception team.
- Implemented cost-saving measures by monitoring inventory levels of office supplies and reordering as necessary, maintaining budgetary goals.
- Trained team members on new hotel services and products to support promotional efforts.
Events Administrative Assistant
Firmdale - Golden Square Soho
03.2015 - 08.2016
- Managing 8 hotels in london.
- Collaborated with cross-functional teams to plan and execute memorable events that met organizational objectives.
- Facilitated effective communication between various stakeholders involved in the execution of successful events.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Built and maintained effective working relationships with peers and upper management.
- Helped guest find specific products, answered questions and offered product advice.
- Monitored sales events, added new merchandise and rang up purchases.
- Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
- Dealing with invoices request.
- Handled sensitive information with discretion, maintaining confidentiality in all administrative tasks related to events management.
- Maintained detailed records of all events, facilitating post-event analysis for continuous improvement efforts.
- Provided exceptional customer service to event attendees, fostering a welcoming atmosphere and addressing concerns promptly.
- Organized travel arrangements for guest speakers or VIPs attending events.
- Organized show around and budget meetings.
Receptionist
Firmdale - Ham Yard Hotel
03.2014 - 07.2016
- Welcomed guests and engaged in friendly conversations while conducting check-in process.
- Explained and pointed out property details to guests, including the all the facilities and benefits as per pancake.
- Input customer data and made immediate updates to reflect room changes.
- Handled payment processing duties and provided customers with receipts and proper bills and change.
- Performed administrative support tasks, completing all duties within required timeframes.
- Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
- Set guest and group reservations and processed check-ins and check-outs.
- Operated multi-line switchboard for busy office and routed incoming calls to correct individuals.
- Prepared daily shift close reports and balanced cash register to accurately reflect all transactions.
- Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
- Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to supervisor.
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
- Checked and secured building areas during off-hours to prevent entry by unauthorized individuals.
- Monitored reservations to track incoming parties and special events.
- Computed guest billings and posted charges to room accounts.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Responded to inquiries and room requests made online, by phone or email.
- Balanced accounts and conducted nightly audits to keep bookkeeping current.
Housekeeping Supervisor
Firmdale - Covent Garden
02.2011 - 03.2014
- Managed scheduling, payroll, and performance evaluations for housekeeping staff, fostering a positive work environment that encouraged professional growth.
- Enhanced team productivity by providing comprehensive training on proper cleaning techniques and equipment use.
- Regularly monitored employees'' adherence to hotel policies and procedures, ensuring consistent application of brand standards across the department.
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Adapted quickly to changing priorities or emergencies in order to maintain seamless daily operations without compromising guest experience or satisfaction.
- Coordinated cross-departmental projects with other supervisors in order to enhance overall hotel operations and guest satisfaction.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
- Promoted energy conservation efforts within the department, lowering utility expenses while maintaining a comfortable environment for guests.
- Assisted in recruitment efforts by conducting interviews and making hiring recommendations based on candidate qualifications relevant to the role requirements.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Evaluated employee performance and developed improvement plans.
- Increased employee performance through effective supervision and training.
- Managed laundry sorting, washing, drying, and ironing.
- Placed orders for housekeeping supplies and guest toiletries.
- Worked with front desk to respond promptly to all guest requests.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
Education
Diploma in Fashion -
The Fashion Retail Academic
London, United Kingdom07.2011
A Levels -
City And Islington College
A Level In Fashion And Business07.2009
GCSE And A Some A Levels -
Elizabeth Garrett Anderson
Secondary School05.2008
Skills
- Guest relations
- Team leadership and supervision
- Contract negotiations and administration
- Sense of Responsibility
- Customer service-driven
- Attention to Details
- Accountability
- Time Management
- Sales Oriented
- VIP welcoming
- Gain guest loyalty
Timeline
Reception Supervisor
Firmdale - Charlotte Street Hotel
07.2016 - Current
Events Administrative Assistant
Firmdale - Golden Square Soho
03.2015 - 08.2016
Receptionist
Firmdale - Ham Yard Hotel
03.2014 - 07.2016
Housekeeping Supervisor
Firmdale - Covent Garden
02.2011 - 03.2014
Diploma in Fashion -
The Fashion Retail Academic
A Levels -
City And Islington College
GCSE And A Some A Levels -
Elizabeth Garrett Anderson
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