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• Attention to detail helped me to comprehend and to resolve the critical situation effectively.
• Service-oriented mentality encouraged me to actively help guests and resolve their problems.
• Judgment skills supported me in finding the best decisions possible in given circumstances.
• Strong communication led me to develop long-term working relationships.
• Problem-solving and observational skills provided me smart solutions to daily problems.
• Active listening empowered me to pay full attention to guests without interrupting them. This skill helped me to understand the problem better and then to resolve it wisely.
• Critical thinking skills assisted me to analyze the situation deeply and accurately. This skill has helped me identifying any alternative solutions to the existing problem.
Holiday Inn Express - Cooperstown, NY, United StatesSecurityFebruary 2013 - September 2018 · 5 years and 8 months
Description: Initially, I was hired as a security officer. It was an entry-level security position that offered me a great opportunity to learn many key security functions. Later after six months, I was promoted to the supervisory role. Some of my core responsibilities and accomplishments under this supervisory role were as follows: • Monitored CCTV cameras for detecting fire, vandalism, or any suspicious activity. • Conducted physical patrolling of hallways, lobby areas, bars, parking lots, basement pool, and entry and exit points. Thus secured the physical spaces of the hotel. • Conducted daily inspection for physical hazards and performed emergency response drills and recorded it into inspection log book. Executed periodic inspection of security cameras, fire alarms, smoke alarms, fire exits, and entrances. • Reviewed and implemented the Emergency Response Procedure (ERP), Crisis Management Plan (CMP) and Key Control policies. Responded to any emergency situation promptly and attempted to prevent disturbance. • Developed and managed security risk assessment and improved over time. • Maintained a working relationship with the law enforcement officials. Further assisted them in their investigation and evidence gathering process. Presented detailed incident reports to the law enforcement officials about any criminal activity. • Followed the whole investigation cycle include collecting evidence, completing reports and follow-ups. Kept these final investigation reports confidential and did not disclose it to any irrelevant individual. • Participated in security and loss prevention meetings, gave recommendations and presented workable solutions. • Controlled all vehicles’ access to the hotel and allowed only authorized vehicle to enter. • Restricted unauthorized visitors and reported any breach that happened. Evicted and escorted loiterers and trespassers outside. • Recorded any incident into the hotel’s reporting system. Updated lost and found log book when it deemed necessary. • Strengthened and promoted teamwork through daily communication. • Completed the daily shift report and put them into loss prevention cabinet. • Contacted to Emergency Medical Services (EMS) promptly in case of any medical emergency. • Implemented alcoholic beverage laws in the hotel’s bar and used proper code for assistance. • Assisted manager and general manager in training and coaching the new security employees.
Holiday Inn Express - Cooperstown, NY, United StatesFront Office receptionSeptember 2009 - December 2012 · 3 years and 4 months
Description: My university internship coordinator arranged this job for me. This was my first job in the hospitality industry. This position was a combination of being receptionist and security officer together. It was a night time position that dealt with monitoring the physical areas of the hotel as well as serving the guest. This job led me to choose the security profession as my future career. Some of my key responsibilities under this job were as follows: • Performed audits of daily, weekly and monthly reports by using OPERA software. • Ran and printed End of the Day (EOD) reports daily and put them in a proper folder. • Made, canceled and changed reservations, edited reservations and added some special requests of the guests. These special requests include, but not limited to, wake-up calls, early check-in, delayed check-out and extra bed and accessories etc. • Answered phone calls and responded to the guests’ inquiries. Assisted guests in finding the location of the hotel, spotting restaurant of their choice or finding a taxi cab service nearby. • Used CCTV cameras to monitor the parking lot, hotel’s restaurant, lobby areas, and the basement where the pool was located. • Conducted patrolling many times at night. Although according to the hotel policy, two times patrolling was mandatory. • Maintained and updated a complaint log book. I was responsible to note any inconvenient or unusual incident in that log book so that supervisors and general manager could see it in the morning and resolve it accordingly. • Processed credit card transaction through OPERA and followed the hotel procedure in handling the cash drawer.
Boise State University - Boise, ID, United StatesDecember 2006 - December 2009
EnglishNative or fluent100%
- A team player
- call receiving
- Conflict Resolution
- credit card processing
- Good communicator
- Good customer service
- Monitoring CCTV
- MS Office
- Police reporting
- Strong leadership
Lifetime member of Alpha Phi Sigma
It is a reward from a US criminology honor society