Aliyyah M.

Abdul-Adl

3510 Milford Mill Rd

Baltimore, MD 21244
(410) 206 2352
Aliyyah.abdul@gmail.com

Energetic and organized Biology Major with five years of experience in high-level customer
service and support roles.
WO R K EX P ERIEN CE

FrontDesk
Resolve guest complaints, ensuring guest satisfaction.

Anticipate guests needs, respond promptly and acknowledge all guests, however busy
and whatever time of day.

Maintain positive guest relations at all times.

Resolve guest complaints, ensuring guest satisfaction.

Maintain complete knowledge at all times of: a) all hotel features/services, hours of
operation. b) all room rates, special packages and promotions. c) daily house count and
expected arrivals/departures. d) scheduled daily group activities.

Obtain assigned bank and ensure accuracy of contracted monies.

Keep bank secure at all times.

Answer department telephone within 3 rings, using correct greeting and telephone
etiquette.

Process all guest check-ins.

Verify registration card information with the guest.

Obtain back-up information for guest credit/payment method and input into system;
collect cash when designated.
 Direct Bell Person to escort guest and transport their luggage to the room.

Handle overbooked or walked in guests.

Accept and record wake-up call requests.

Monitor, send and distribute guest faxes.

Communicate pertinent guest information to designated departments/personnel (i.e.,

special requests, amenity delivery).

Resolve discrepancies on the room status report with Housekeeping.

Match the bucket check to in-house guest ledger report; report discrepancies to Manager.

Process all check-outs.

Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Mens Senior Sale Associate

Urban Outfitters - Baltimore, MD - October 2012 to present
Senior Sale associate daily tasks included:
-Successfully overriding transactions to complete returns or orders
-Communicating with customers to determine and fulfill their specific needs
-Operations supervising and making sure the entire staff is adhering to policies and procedures
-Processing, maintaining, and placing morning shipment
-Training new hires on policies and procedures
-Delegating tasks to associates and following up to make sure they are completed in a timely
manner
-Maintaining records and knowledge of current inventory
-Building and Maintaining customer relations so that the customer feels welcomed and
comfortable
At Urban Outfitters, it is my job to make sure the customer feels they have been given the best
customer service when they walk into the store. I greet customers and listen to their reason for
shopping so I can make sure they walk out with an outfit that suits their needs.

EDUCATION

Progress
Community College of Baltimore County - Catonsville, MD
September 2013 to present

Coppin State University - Baltimore, MD

Diploma
Western High School - Baltimore, MD
August 2004 to June 2010

Volunteer Work

SPCA - Baltimore, MD - January 2013 to present

-Maintain animal shelters

-Feed and water animals and clean kennels
-Tag animals on arrival and segregate according to species and type
-Observe animals for illnesses and provide medical assistance

Pier Five Hotel - Baltimore, MD - June 2013

- Remained professional and friendly

- Deliver beverages and food in a timely manner
- Check-in with guests to ensure that everything is going well

Moveable Feast - Baltimore, MD - March 2015

-Cleaned, organized, and cut vegetables

-Packed and organized sealed lunches according to category

Maryland Food Bank - Baltimore, MD - March 2015

-Organized product according to category

-Packed, sealed, and labeled boxes under 11 kg
-Unpacked new product to be organized

Summary of Skills

- Computer proficient
- Critical thinker
- Energetic
- Excellent communication skills
- Quick learner
- Strong verbal communication
- Ability to provide emotional support
- Excellent research skills
- Highly organized with superior attention to detail
- Microsoft Office, Excel, PowerPoint