Heaven Mullen
Metairie
Summary
Dynamic customer service professional with extensive experience at Windsor Court Hotel, excelling in guest relations and problem-solving. Proven ability to enhance guest satisfaction through personalized service and effective communication. Strong organizational skills complemented by cash handling expertise, consistently fostering positive experiences and repeat business.
Overview
10
10
years of professional experience
Work History
Front Desk Agent
Windsor Court Hotel
04.2024 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Shift Lead
Playa Bowls
01.2023 - 08.2024
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Interacted with customers to provide the best service
- Assisted with ordering products
Reservation Agent
Windsor Court Hotel
08.2023 - 04.2024
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Game Experience Coordinator
New Orleans Saints
08.2023 - 01.2024
- Provides administrative support and coordinates on court games,
- contests, and activations including selecting contestants from the
- audience
- Assist in the coordination of in-game elements with a focus on fan interactivity during pre-game, halftime and game breaks
- Act as an enthusiastic brand ambassador for the organization in and out of the arena during all games and various external events
- Escorts and coordinates performers for game entertainment; (e.g.
- National Anthem Performers, DJ’s, Pelicans Drumline etc.)
- Works closely with the New Orleans Pelicans Dance Teams and assists with various needs
- Prepares and facilitates giveaways during the games
- Supports the arena host during the games
- Assists camera shots by working with the production crew and designated Smoothie King Center employees
Jr. Zoo Keeper
Audubon Zoo
07.2015 - 10.2019
- Maintained safe and clean exhibit areas for animals and visitors through regular upkeep and sanitation procedures.
- Developed strong bonds with individual animals through positive reinforcement training techniques, promoting trust and cooperation.
- Ensured compliance with all regulations governing the ethical treatment of animals under zoo care standards.
- Enhanced visitor experience by conducting informative guided tours, explaining animal behaviors and habitats.
- Certified in animal handling
- Provided exceptional customer service while addressing visitor concerns or answering questions related to zoo operations or specific animals on display.
Shift Lead
Jamba Juice
08.2015 - 05.2019
- Interacted with customers to provide the best service
- Effectively communicated with staff about daily tasks/duties
- Assisted with daily recordings of money drops, bank runs, order numbers, etc.
- Communicated with team on new rules and regulations to make sure the business runs smoothly
- Assisted with ordering products
- During COVID, worked side by side with manager on how to handle space regulations and mask mandates
Education
Bachelor of Arts - Communication Studies
Louisiana State University
Baton Rouge, LA05-2023
High School Diploma -
International High School of New Orleans
New Orleans05-2019
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Organizational Skills
- Verbal and Written
- Communication Skills
- Leadership/Management
Languages
English
Native or Bilingual
Timeline
Front Desk Agent
Windsor Court Hotel
04.2024 - Current
Reservation Agent
Windsor Court Hotel
08.2023 - 04.2024
Game Experience Coordinator
New Orleans Saints
08.2023 - 01.2024
Shift Lead
Playa Bowls
01.2023 - 08.2024
Shift Lead
Jamba Juice
08.2015 - 05.2019
Jr. Zoo Keeper
Audubon Zoo
07.2015 - 10.2019
Bachelor of Arts - Communication Studies
Louisiana State University
High School Diploma -
International High School of New Orleans
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