Charlene Adelaja

Results-driven Front Desk Manager with extensive experience at Infinity At Brickell, specializing in customer service excellence and team leadership. Achievements include significantly improving guest satisfaction through effective complaint resolution and comprehensive employee training programs. Proficient in POS system operations and fluent in Spanish, effectively cultivating relationships that enhance repeat business.

Aiming to leverage skills to further elevate guest experiences in a dynamic hospitality environment.

FRONT DESK NIGHT AUDITOR at Cleveland Hotel/ Essex House Hotel (Present)

• Process shift paperwork accurately, ensuring smooth transitions.
• Maintain cleanliness of public areas, enhancing guest experience.
• Participate in staff meetings, addressing key issues with management.
• Compute and manage guest bills, ensuring precise transactions.
• Audit accounts receivable, verifying accuracy of guest charges.

FRONT DESK MANAGER/FRONT OFFICE ADMINISTRATOR at Infinity At Brickell/First Services Residential

• Provided excellent customer service by addressing guest inquiries promptly and professionally.
• Ensured the front desk area was clean and presentable at all times.
• Assisted with training new staff members on front desk procedures and policies.
• Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
• Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
• Mentored new staff on correct procedures, compliance requirements and performance strategies.
• Managed tasks and responsibilities for front office employees when the team was understaffed.

UNARMED SECURITY OFFICER/FRONT DESK CLERK at 50 Biscayne Condo/Guardian Security Services

• Patrolled assigned areas to detect suspicious activities and persons.
• Monitored entrances, exits and other points of access to ensure safety of people and property.
• Conducted security checks on staff entering or leaving the premises.
• Responded promptly to emergency situations using appropriate resolution strategies.
• Assisted with investigations into thefts, vandalism, assaults.
• Inspected buildings periodically for signs of intrusion or damage.
• Greeted customers warmly and made them feel welcome.
• Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
• Assisted with scheduling appointments for clients and visitors.

FRONT DESK SUPERVISOR at The South Bay Club/ Castle Group

• Maintain accounting system by entering checks, filing financial paperwork and invoices.
• Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner.
• Follow up to ensure guest satisfaction.
• Respond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIP's, etc.
• Promptly answer the telephone using positive and clear voice.
• Input messages into the computer.
• Assures that all financial and credit procedures are followed.
• Follows up on credit problems with Front Office Manager and/or Credit Manager.
• Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings.
• Checks cashiers' work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.

COMPUTER TECHNOLOGY: COMPUTER ENGINEERING in Computer Engineering – Miami Job Corps Center (2007)

HIGH SCHOOL DIPLOMA – Sheeps Head Bay High School (2002)