A highly organized team leader, providing motivation and leading by example. With more than 10 years of Hotel Operation experience. Strong problem solving and decision making skills with the ability to develop and implement effective action plans. Committed to detail in doing the job right the first time and completing all projects.
Highly experienced in greeting and registering guests
Great leadership skills
Ability to assign rooms according to guest request and preferences whenever possible. *Proficient in confirming reservations and cancellations.
Proficient in communicating guests requests to proper departments and ensuring all guests problems are solved *Proficient in MS Word, Excel, PMS, Marsha
Receive, record, and relay messages accurately, completely, and legibly
Malika Williams is the founder of The L.I.V.E Outreach which is a 501C3 nonprofit organization that focuses on teen girl's whom is transitioning from foster care to semi independent living. Malika ultimate goal is to leave footprints of positivity and encouragement within the community in Detroit leaving a tremendous impact.
Housekeeping SupervisorCourtyard by Marriott － Detroit, MI
To ensure standards of cleanliness, hygiene and tidiness in all
Bedrooms /corridors /function rooms /public areas are maintained
Supervising the daily cleaning of assigned rooms, bathrooms, corridor areas and public areas to the highest
standards. This includes changing bed linen, replacing towels, cleaning bathrooms thoroughly, vacuuming,
mopping and dusting daily. Subject to levels of business the housekeeper will be expected to also service rooms.
Ensuring the upkeep of vacant rooms.
Replenishing brochures and paper goods throughout the bedrooms/hotel.
Maintaining an orderly storeroom and trollies.
To ensure customer satisfaction is maintained by:Ensuring guest laundry is collected, charged and returned to the guest in a speedy and accurate fashion.
Ensuring guest property left behind is logged and stored in a secure location for lost property.
Resolving any guest problems or complaints when possible and ensuring management are kept informed.
Actioning any maintenance requests in order to comply with the hotel's established quality standards and
ensure guest satisfaction.
To set and maintain standards of service commensurate with the standing of the hotel.
Managing a stock control and ordering system to ensure availability of stock and cost control to maintain
costs to a minimum.
Attending any appropriate off and on the job training courses.
Wearing a clean and suitable uniform and name badge at all times.
d) Implementing the hotel's good customer relations policy, including politely addressing guests and colleagues
at all times
07/2015 to 09/2016
Rooms ControllerMarriott － Detroit, MI
Rooms controllers have a complete knowledge of every room offered at a facility, including standard rooms, junior suites and luxury suites.
Implement the appropriate booking strategies to ensure that all parties are appropriately accommodated, and work with housekeeping and the reservations department regarding the distribution and status of guest rooms.
Ensure that frequent guests are given special treatment in accordance with the organization's policies.
Register guests, providing them with room keys and pertinent information about the available amenities, such as spa facilities and office centers, and events taking place at the facility, such as conferences.
07/2012 to 07/2015
At Your Service AgentDetroit Marriott at the Renaissance Center － Detroit, MI
Advise guest of messages.
Operate telephone switchboard station.
Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests' satisfaction.
Supply guests with directions and information.
10/2005 to 06/2012
Guest Service Representative
Ensure all shifts are run successfully Empowered to ensure complete guest satisfaction.
Responsible for all transactions and guest interaction during check in and out.
Involved with satellite check outs for all NFL teams.
Responsible for resolving guests complaints to their satisfaction and provided proper follow up.
Strong working knowledge of all departments that work closely with the Front Office, such as Housekeeping, Engineering, Reservations, Sales, Bellstand, Room Service and Concierge.
Assisted Night Auditors with closing of all departments during the overnight shift.
May 17, 2014
Associates Degree: Business AdministrationMACOMB COMMUNITY COLLEGE － Warren, MIBusiness Administration
Bachelor of Science: Business AdministrationFerris State University － Grand Rapids, MI, United States
closing, Front Office, leadership skills, Excel, MS Word, Sales, switchboard, telephone