Nichelle A. P. Steudle

Front Desk Agent @Embassy Suites

Livonia, MI, US

As part of the Namou Hotel Group:Greets guests as they arrive to our 239 room property, focusing on personal recognition in a warm and authentic manner.Reviews both departure and arrival lists daily in the PEP property management system (PMS) and assists in preparing, assembling, and delivering welcome amenities. Participates in sales lead generation in conjunction with the sales manager. Uses up-selling techniques to promote hotel services, facilities, and to maximize room occupancy.Accurately follows all cash handling procedures as required; post guest charges and compute guest bills.Responsible for issued bank count at the beginning and end of each scheduled shift.Ensures that all cash drops are done in accordance with proper cash handling procedures and reports all cash overages/shorts to management.Provides the highest quality of service to the guest at all times to include check in and check out; gladly accommodates special requests whenever possible.Fields guest complaints, conducts research, and resolves/negotiates solutions for optimal guest satisfaction.Takes same day and future reservations as needed in-person, via phone, or through the company wide guest messaging service integrated with the Hilton Honors app.Coordinates room status updates with housekeeping department through effective cross-team collaboration.Communicates with incoming staff and management by logging pertinent information in the front desk communication log.

C. D. Hylton High School

High School Diploma

Hampton University

Bachelor of Arts