Nyakouth Kat Tong
Rochester
Summary
Dedicated and flexible individual with extensive experience in customer engagement and complaint resolution. Skilled at collaborating with diverse teams to achieve service goals, and improve operational efficiency, while ensuring high levels of customer satisfaction.
Overview
6
6
years of professional experience
Work History
Hilton
Concierge Supervisor
Rochester
01.2024 - Current
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through the use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Achieved cost savings by developing functional solutions to problems.
- Worked with cross-functional teams to achieve goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified the needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Completed day-to-day duties accurately and efficiently.- Contributed innovative ideas and solutions to improve team performance and outcomes.
- Collaborated effectively with a diverse group of coworkers to achieve goals and address issues related to our products and services.
- Fostered high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Delivered excellent service and attention to customers in face-to-face interactions and phone conversations.
- Engaged customers in conversation using effective interpersonal and communication skills.
- Provided support and guidance to colleagues to promote a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to challenges.
- Recognized by management for delivering exceptional customer service.
- Achieved cost savings by developing practical solutions to problems.
- Worked with cross-functional teams to meet shared objectives.
- Assisted customers with requests and answered questions to enhance satisfaction.
- Promptly and efficiently identified customers' needs.
- Prioritized and organized tasks to achieve service goals effectively.
- Completed day-to-day duties accurately and efficiently.
Kahler Inn & Suites
Front Desk Office
Rochester
09.2020 - 08.2023
- Greeted guests with a warm welcome and provided check-in assistance.
- Managed reservations using hotel management software effectively.
- Handled guest inquiries and resolved issues promptly and professionally.
- Assisted in processing payments and maintaining accurate billing records.
- Provided information about local attractions and hotel amenities to guests.
- Maintained a clean and organized front desk area at all times.
- Answered phones, responded to inquiries, and took messages.
- Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in process.
- Provided excellent customer service while upholding company policies.
- Answered telephones and greeted visitors to assist, answer questions, and direct.
- Resolved customer complaints promptly and courteously.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Scheduled reservations for groups and special events.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Kept accurate records of guest transactions.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Assisted with luggage handling for incoming guests.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Deposited guest valuables in hotel safes or safe-deposit boxes.
- Posted incidental charges to ledgers, manually or by using computers.
- Arranged tours, taxis or restaurant reservations for customers.
- Performed bookkeeping activities to balance accounts and conduct nightly audits. Greeted guests with a warm welcome, and provided assistance during the check-in process. Effectively managed reservations using hotel management software. Handled guest inquiries and resolved issues promptly and professionally. • Assisted in processing payments, and maintained accurate billing records. Provided information about local attractions and hotel amenities to guests.
• Maintained a clean and organized front desk area at all times. Answered phone calls, responded to inquiries, and took messages. Welcomed patrons at the front desk, and engaged in friendly conversations while conducting the check-in process. Delivered excellent customer service while upholding company policies.
• Assisted and directed visitors by answering questions at the front desk. Resolved customer complaints promptly and courteously.
• Collaborated with colleagues to ensure the smooth operation of the front desk area. Scheduled reservations for groups and special events. Generated daily reports detailing occupancy levels and revenue amounts. Kept accurate records of guest transactions. Stayed informed about promotions, discounts, packages, and offers available at the hotel. Greeted, registered, and assigned rooms to guests at the hotel or motel.
• Assisted with luggage handling for incoming guests. Recorded guest comments or complaints, and escalated issues to management for immediate resolution. Deposited guest valuables in hotel safes or safe-deposit boxes. Posted incidental charges to ledgers, either manually or using computers.
• Arranged tours, taxis, or restaurant reservations for customers. Performed bookkeeping activities to balance accounts and conduct nightly audits.
New Perspective Senior Living
Food service
Prior Lake
08.2019 - 08.2020
- Served food and beverages to residents, with attention to quality and presentation.
- Trained new employees on service standards and operational procedures.
- Monitored dining area for guest satisfaction and addressed needs promptly.
- Prepared and served food to customers on time.
- Maintained dining and food service areas to maximize safety and cleanliness.
- Assembled and served meals according to specific guest requirements.
- Checked the temperatures of freezers, refrigerators, and heating equipment to ensure they were functioning properly.
- Demonstrated proficient knowledge of menus, services, and promotions to assist customers and team members.
- Maintained presence throughout meals to assist guests with additional food and beverage requests.
- Set tables for upcoming meals by following food service guidelines.
- Collaborated with the kitchen team to bus and set tables, prep food, and stock salad bar.
- Created food displays according to established standards and replaced dated products with fresh.
- Assisted with setting up and breaking down the dining area.
- Stocked supplies, including condiments, napkins, and utensils, for self-service areas.
- Monitored expiration dates of food products stored in pantry or refrigerator to prevent spoilage.
- Inspected dining areas periodically for cleanliness and orderliness.
- Followed all health and safety regulations while handling food items.
- Maintained cleanliness throughout the entire facility, including floors, walls, ceilings, and windows.
- Transported trays of prepared dishes from the kitchen area to dining room area safely.
- Operated kitchen equipment safely, including coffee machines and dishwashers. Served food and beverages to residents, ensuring - Served food and drinks to residents with an emphasis on quality and presentation.
- Trained new staff on service protocols.
- Ensured guest satisfaction in the dining area and promptly addressed needs.
- Prepared and delivered meals on time while maintaining cleanliness and safety.
- Customized meals based on guest preferences and monitored food storage temperatures.
- Provided menu knowledge to help guests and team members.
- Assisted guests with additional requests during meals.
- Set and cleared tables according to guidelines, collaborating with the kitchen team.
- Created attractive food displays and managed product freshness.
- Checked for food expiration and maintained a clean dining environment.
- Adhered to health and safety regulations and ensured overall facility cleanliness.
- Safely transported dishes from the kitchen and operated cooking equipment.high quality and presentation. Trained new employees on service standards and operational procedures. Monitored the dining area for guest satisfaction, and promptly addressed their needs. Prepared and served food to customers promptly. Maintained dining and food service areas to uphold safety and cleanliness standards.
- Assembled and served meals according to specific guest requirements. Checked the temperatures of freezers, refrigerators, and heating equipment to ensure they were functioning properly.
- Demonstrated a thorough knowledge of menus, services, and promotions to assist customers and team members.
- Maintained a presence throughout meals to assist guests with additional food and beverage requests.
- Set tables for upcoming meals in accordance with food service guidelines.
- Collaborated with the kitchen team to bus and set tables, prepare food, and stock the salad bar.
- Created food displays according to established standards and replaced outdated products with fresh items.
- Assisted with the setup and breakdown of the dining area.
- Stocked supplies such as condiments, napkins, and utensils for self-service areas.
- Monitored expiration dates of food products in the pantry or refrigerator to prevent spoilage.
- Periodically inspected dining areas for cleanliness and orderliness.
- Followed all health and safety regulations while handling food items.
- Maintained cleanliness throughout the entire facility, including floors, walls, ceilings, and windows.
- Safely transported trays of prepared dishes from the kitchen to the dining room.
- Operated kitchen equipment safely, including coffee machines and dishwashers.
Education
High School Diploma -
Century High School
Rochester, MN06-2021
Some College (No Degree) - Business Management
Rochetser Community And Technical College
RochesterSkills
- Customer service
- Reservation management
- Complaint resolution
- Food safety standards
- Team collaboration
- Attention to detail
- Effective communication
- Problem solving
- Interpersonal skills
- Employee training
- Customer relations
- Friendly, positive attitude
- Good Telephone Etiquette
- Task prioritization
- Fluent in English
- Flexible and adaptable
- Time efficiency
Languages
English
Full Professional
Timeline
Hilton
Concierge Supervisor
01.2024 - Current
Kahler Inn & Suites
Front Desk Office
09.2020 - 08.2023
New Perspective Senior Living
Food service
08.2019 - 08.2020
High School Diploma -
Century High School
Some College (No Degree) - Business Management
Rochetser Community And Technical College