Armi Esmade

• Trained employees in essential job functions.
• Responded to guest concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
• Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction to the EVT Brand.
• Upselling packages and rooms to increase revenue.
• Reconciled end-of-day reports to determine accurate billing and payment processing.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Coached employees through day-to-day work and complex problems.
• Delivered performance reviews, recommending additional training or advancements.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.

• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Reviewed guest and staff feedback and made appropriate business adjustments to meet needs and address concerns.
• Assisted staff with troubleshooting and resolution of guest enquiries with proper training of hotel reservations and property management system.

• Collected room deposits, fees, and payments.
• Greeted guests upon arrival and offered assistance.
• Assisted guests with check-ins, account inquiries and any additional services needed.
• Maintained consistent positive customer feedback.

Supported servers, food runners, and bussers with keeping dining area ready for every guest.

• Took reservations by phone and property management system.
• Assisted managers with quickly resolving service- and hotel related issues.
• Preparing small breakfast and coffee for guests checking out.
• Checking and checking out guests and offering outstanding customer service.

• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Resolved guest complaints and discrepancies in prompt and courteous manner.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Took reservations over phone and through email, recording guest information in computer system and verifying details.
• Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
• Answered hotel phones with professionalism and directed calls appropriately.
• Maintained high level knowledge of all hotel services offered to answer guest questions.
• Processed guest check-ins and check-outs following procedures for fast turnover.
• Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Assisted guests by furnishing information and directions to casino, gift shop, and dining areas.

• Acted as point of contact for inbound related calls.
• Responded to customer inquiries with patience and positivity to establish excellent first impression.
• Connected callers with appropriate professional, department, or business.
• Resolved customer issues and complaints promptly and politely, upholding satisfaction.
• Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
• Operated switchboard and routed incoming calls to appropriate departments.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Assisted colleagues with achieving task requirements, aiding team productivity and performance.

• Evaluated and supervised student activities and performance levels to provide reports on academic progress.
• Helped struggling students by providing support outside of classrooms and consistently checking in on progress.
• Applied innovative teaching methods to encourage student learning objectives.
• Built strong rapport with students through class discussions and academic advisement of Hospitality Management.
• Mentored students and communicated internship and employment opportunities.
• Proctored exams and provided remediation for learning improvement goals.
• Collaborated with colleagues on curriculum revision, evaluation of course syllabi and lesson plans for hospitality management curriculum.

• Coached employees through day-to-day work and complex problems.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.

• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Collected room deposits, fees, and payments.
• Answered customer telephone calls promptly and appropriately handled needs.
• Used internal software to process reservations, check-ins and check-outs.
• Maintained clean and organized front desk areas to uphold polished company image.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Issued room keys to guests upon check-in and answered questions regarding proper use.
• Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
• Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.