Donna-Lee Fletcher-Swaby
Fountain
Summary
Well-rounded professional committed to interacting with guests and resolving issues to propel customer satisfaction. Smoothly resolves issues, greets guests and oversees reception at busy establishments. Polished and tolerant when handling high-stress situations using appropriate responses.
Overview
2025
2025
years of professional experience
2020
2020
years of post-secondary education
Work History
Guest Service Representative
Comfort Inn & Suites
Panama City
07.2021 - 08.2024
- Provided exceptional customer service by promptly addressing guest inquiries, resulting in improved satisfaction ratings.
- Managed front desk operations, including check-ins and check-outs, ensuring efficient guest processing and positive experiences.
- Coordinated room assignments and maintained accurate reservations, contributing to streamlined operations and enhanced guest flow.
- Trained new staff on customer service protocols and front desk procedures, enhancing team performance and service consistency.
- Assisted in the development of guest feedback surveys, leading to actionable insights that improved overall service quality.
- Maintained a clean and organized front desk area, ensuring a welcoming environment for guests and visitors.
- Resolved guest complaints in a professional manner.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Answered phones to respond to customer inquiries, reservations and general information.
- Maintained accurate records of all transactions within the hotel software system.
Retail Sales Associate
Destin VIP LLC
Panama City
04.2021 - 11.2023
- Maintained exceptional product knowledge to enhance customer experiences and drive sales through effective communication.
- Assisted in visual merchandising strategies, resulting in improved store aesthetics and increased customer engagement.
- Processed transactions efficiently and accurately, ensuring a seamless checkout experience for all customers.
- Trained new associates on customer service protocols, fostering a knowledgeable team and promoting a positive work environment.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
Beach Attendant/ Guest services
Bally’s Resort
Atlantic City
- Provided exceptional guest services by promptly addressing inquiries and resolving issues, enhancing overall guest satisfaction.
- Coordinated beach activities and amenities, ensuring a seamless experience for guests and boosting engagement.
- Managed daily operations of beach facilities, maintaining cleanliness and organization to uphold safety standards.
Education
Iona High School
St Mary , JMSome College (No Degree) - Social Work
Moneague College
St Ann, JM 09.2018 - 01.2021
Skills
- Customer service
- Problem solving skills
- Adaptability
- Team work & collaboration
- Time management and organizational skills
- Active listening
Timeline
Guest Service Representative
Comfort Inn & Suites
07.2021 - 08.2024
Retail Sales Associate
Destin VIP LLC
04.2021 - 11.2023
Some College (No Degree) - Social Work
Moneague College
09.2018 - 01.2021
Beach Attendant/ Guest services
Bally’s Resort
Iona High School