Samiya Mohammed
Toronto,Canada
Summary
Customer-focused professional with experience in hotel, motel, and resort desk operations. Skilled in guest services, reservation management, and issue resolution to ensure positive guest experiences. Demonstrated ability to improve operational efficiency and enhance overall customer satisfaction through proactive problem-solving and effective communication. Successfully maintained high levels of guest service quality during peak periods.
Overview
6
6
years of professional experience
Work History
Front Desk Agent
The Broad View Hotel
Toronto, Canada
07.2024 - Current
- Provided information about hotel amenities, services, and local attractions.
- Assisted with check-in and check-out procedures for guests.
- Assisted with luggage handling for incoming guests.
- Resolved customer complaints promptly and courteously.
- Verified accuracy of room rates and other charges during check-in process.
- Provided excellent customer service while upholding company policies.
- Answered phones, responded to inquiries, and took messages.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
Call center supervisor
Bank Of Abyssinia
Addis Ababa, Ethiopia
01.2019 - 12.2024
- Facilitated communication between team members to foster a positive work environment.
- Led team meetings to update on goals, share best practices, and discuss improvements.
- Mentored newly hired employees by explaining tactics for building sales pipelines.
- Collaborated with other departments to streamline processes and improve service delivery.
- Managed escalated customer complaints, ensuring timely and effective resolution.
- Managed budget for call center operations, including forecasting and cost control.
- Coached staff on strategies to enhance performance and improve customer relations.
Waitress
Jolly Bar And Restaurant
Toronto, Canada
06.2024 - 09.2024
- Provided accurate change for cash transactions using a cash register system.
- Maintained a clean work station by restocking supplies, wiping down counters.
- Developed positive relationships with regular customers through friendly conversation.
- Processed payments accurately using cash registers or POS systems.
- Informed customers of daily specials and signature menu items.
- Took orders for food and drinks and delivered them to guests.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
Education
Bachelor of Arts - finance and development economics
Addis Ababa university
Addis Ababa, ethiopia01.2016
Skills
- Customer service
- Check-in procedures
- Problem resolution
- Booking management
- Communication skills
- Team collaboration
- Guest amenities
- Hospitality service expertise
Languages
- English
- Amharic
Personal Information
Gender: Female
Languages
English
Advanced
C1
Timeline
Front Desk Agent
The Broad View Hotel
07.2024 - Current
Waitress
Jolly Bar And Restaurant
06.2024 - 09.2024
Call center supervisor
Bank Of Abyssinia
01.2019 - 12.2024
Bachelor of Arts - finance and development economics
Addis Ababa university