Maya D. Terrance has over 10 years of experience in customer service roles across various industries. She is currently an Assistant General Manager at the Hyatt House Downtown New Orleans, where she oversees housekeeping, front office, and food and beverage departments. Previously, she held roles such as Hotel Night Manager and Front Office Night Supervisor at the Hyatt Regency Hotel New Orleans. She has a strong track record of achieving high customer satisfaction ratings and meeting company goals.

1. 10921 Willowbrae Drive
New Orleans, LA 70127
tyemarley@icloud.com
maya.terrance@hyatt.com
Cell: 504.231.9918
MayaD.Terrance
 Over 10+ years of experience in customer service: Has worked in the social service, entertainment and retail industries.
Consistently achieve high customer satisfaction rankings and key driver of company goal attainment.
 Dependable leader and customer-focused team player: Enthusiastic commitment to customer service and leads by example to
ensure the execution of all safety, security, quality and operations policies.
Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Operations Management
Customer Satisfaction Enhancement
Front-End/Back of House Supervision
Project Management
Teambuilding & Training
Order Fulfillment
Professional Experience
November 2015- Present
Assistant General Manager Hyatt House Downtown New Orleans New Orleans, La.
 Oversight of the housekeeping,front office and food and beverage departments
 High quality of guest service and teamwork
 Managing the daily hotel operations to achieve planned goals for operational integrity as measured by revenue, and house profit
 Maintain company standards forguest satisfaction,associate satisfaction,quality assurance,and asset protection.
 Perform daily review of selling strategy and maintain inventory control to enable stockand service balance
 Ensured employees were performing assigned tasks and reacted to staff & guest needs.
 Responsible for scheduling, hiring, training and evaluating a staff
 Monitored and forecasted payroll, ordered supplies, and maintained projected budgets
 Focused on problem resolution to address any guest issues and trained staff in problem resolution
 Resolved employee issues and incidents
October 2013- November 2015
Hotel Night Manger Hyatt Regency Hotel New Orleans, La.
 Deliver excellent customer service and maintain a high standard of customer management, at all times .
 Undertake overnight responsibility for checking guests in and out,taking reservations and dealing with all telephone enquiries
 Manage and perform all MOD duties as specified by company staff.
 Maintain knowledge of all company promotions and hotel pricing, to provide information to guests,on request.
 Monitor and recommend appropriate plans to motivate fellow staff to achieve business targets.
 Manage standard uniform for all employees and ensure compliance with company policy.
 Observed performances and encouraged improvements of staff.
 Adhere to company policy for reporting accidents and incidents.
 Hotel walk-thru/ Front Drive and Front Office presence,including Regency Club, Stay Fit and the pool.
 Maintain communication between Security, PBX, Bell desk and Valet Services.
 Ensure Room Moves are completed and all traces are resolved.
 Clear blocks not picked up for current and following business dates.
 Ensure that there are no departures and open balances.
 Review all OOS rooms and ensure they are placed back in service before roll.
 Prepare reports and emails for management team for next day.
 Demonstrated a comprehensive knowledge of night auditing procedures conducted through Opera.
 Have refined computer knowledge while working on a variety of systems including Opera, Reserve, Word, and Windows.
 Train associates and respond to customers’ queries and complaints in positive way.
 Manage the Upsells, Regency Club, Time Edits (Kornos) and Tax Exemption Forms.
 Maintain and enforce service and SOP standards as envisioned by management.
 Perform daily review of selling strategy and maintain inventory control to enable stockand service balance.
 Work on the WOW committee.
 Received a Magnolia Pin for Outstanding Service from a Meeting Planner

2.  Received a Key to Success from my agent (Given to a person whose engagement and authentic impacted the team)
May 2013- October 2013
Front Office Night Supervisor Hyatt Regency Hotel New Orleans, La.
 Assisted the Office Managerin providing customer support to walk-ins.
 Multiple responsibilities within busy front office serving corporate- level customers from around the world.
 Assigned and instructed guest service agents in details of work
 Ensure that our hotels are operated safely, at all times
 Observed performances and encouraged improvements of staff.
 Adhere to company policy for reporting accidents and incidents
 Have developed excellent communication, organization, and customer relations skills while making reservations and scheduling
group conventions,forecasting, and reconciling
rate discrepancies
 Demonstrated a comprehensive knowledge of night auditing procedures conducted through Opera
 Have refined computer knowledge while working on a variety of systems including Opera, Reserve, Word, and Windows.
 Promoted and advertised the hotel and brand-specific marketing programs.
 General accounting skills while performing accounts payable/receivable functions.
 Manage the Upsells and PURE programs.
 Answered incoming calls and responded to guest’s requests
November 2011 – May 2013
Night Auditor Hyatt Regency Hotel New Orleans, La.
 Balanced and audited for accuracy in accounts
 Completed and transmitted daily management and accounting reports
 Resolved accounting discrepancies
 Performed guest service representative duties
 Followed up with guests to ensure satisfaction
 Balanced credit card and check transactions
 Conducting security walks
 Checked guests in and out of hotels
 Work independently
JULY 2010 – May 2013
Office Assistant Independent Police Monitor New Orleans, La.
 Intake – Police complaints and statements from citizens
 Inventory – Supervised the use and replenishment of inventory for the office, and created an inventory database using Microsoft
Excel to assist in the restocking process.
 Project Management – Plan, manage, organize, and secure the operations of the office.
 Travel Preparations – Managed and arranged travel plans, such as plane and hotel reservations,training registrations, per diem
checks and reimbursement functions.
 Process Mail – Pick up and sort mail, track packages with FedEx, UPS and Postal Services.
 Payroll – Process payroll for all employees in the Independent Police Monitor’s office, train new employees on sick leave, annual
leave and comp time.
 Administrative – Answered phones,took messages,sent mass correspondence,set appointments,made and picked up deliveries,
mail, design/developed charts,created and updated folders and files, kept up maintenance of all office machines and was a liaison
between the Independent Police Monitor’s office and InspectorGeneral’s office and various departments in City Hall.
May 2010 – April 2011
My Choice Representative Boomtown Casino New Orleans, La.
 Customer Service
 Educate guest on the My Choice Rewards program
 Aid internal guest with questions and concerns about the rewards program promotions
 Signing up new guest
October 2000 – February 2010

3. Cashier Supervisor Harrah’s Entertainment New Orleans, La.
Cashier Supervisor, 2007 - 2010
Previous Positions: Slot Host and Dual Rate Supervisor, 2000 to 2007
 Managed and maintained the steady flow of the cashier cages and customer service
 Developed assigned cashiers for continuous advancement and mentoring
 Sales: player’s cards, hotel stay,and gaming.
 Aided cashiers with training and kept employee’s folders up to date
 Met with upper management on day-to-day activities, upcoming events and new policies and procedures
 Audited casino chips, main bank, cashier tills and non-gaming departments
 New and end of day reports for the casino
 Issued and maintained lines of credit to customers
Slot Host, 2000-2007
 Responsible for guest relations and equipment upkeep for casino slot machines
 Handled payout of hand-paid jackpots in accordance with company policies, procedures and internal controls, as well as LA
Gaming Commission rules and regulations.
 Responded to slot machines to resolve guest complaints and/orinquiries in a timely manner.
 Proactively builds relationships with guests.
 Resolves minor slot machine malfunctions, as needed.
 Notifies Shift Supervisor or Shift Manager of guest needs and requests and follows up to ensure position guest relations.
 Maintains slot floor security by notifying department management of any suspicious activity.
 Maintains working knowledge of all local jurisdictional gaming laws (federal, state,and local) and attendant regulations as well
as company internal controls.
 Notifies Shift Supervisor of any pertinent issues,as needed.
January 2005- August 2005 Methodist Home for Children Residential Counselor New Orleans, La.
 Supervise children with behavioral and developmental disabilities
 Aid children with learning life skills that will help them live in the community
 Answer phones
 Transport children to and from appointments beyond and not limited to.
May 2004 - January 2005 Community Living Alternative, Inc. New Orleans, La.
Field Coordinator/ Behavioral Specialist
 Assist consumeractivities of daily living
 Support with challenging behaviors by carrying out principles of behavior support
 Ensuring consumer’s safety
 Maintaining consumer’s day to day materials
 Develop the consumer awareness of their environment
 Arrange and follow up on appointments
 Facilitate the quality of life and carry out their hopes and dreams. Very rewarding!
August 2003 – May 2004 Alcee Fortier High School New Orleans, La.
Intern: Social Worker's Aid
 Answer phones
 Mail out parent notices
 Parent/Teacher conferences
 Counseling of students
 Hall duty and assist the Social Worker in any other way needed.
Education and Training
2013-2013 University of Phoenix Online.
Graduate Human Resources Management Certificate
2004-2007 University of Phoenix Baton Rouge, La.

4. Master’s in Business Administration
May 2007
2000-2004 Southern University at New Orleans New Orleans, La.
Major: Psychology Minor: Sociology
Bachelors of Arts Degree May 2004
1997-2000 Southern University A&M College Baton Rouge, La.
Major: Psychology
Skills
Microsoft Office, Word, PowerPoint and Excel
Element K Certification: Effective Communication, Grammar Essentials, Leading Effective Teams, Preventing Workplace Harassmen t,
Motivating Employees and Conflict Intervention
Successfully passed Harrah’s Super Lap
Successfully passed Louisiana’s PET Civil Service Test
Successfully passed New Orleans City Development Analyst test
Training Classes Taken:
Basic Grammar Usage & Proofreading I
Public Speaking and Oral Presentation
Business Mathematics
Basic Office Skills
Purchasing in City Government
Accounting Process in City Government
Principles of Management
Planning and Organizing
Records Management
Human Relations
Techniques of Good Customer Service
Telephones Techniques
Project Management Professional Training
Louisiana’s Ethics Training for Public Servants 2011 and 2012
References Available upon request