Allen Johnson
Jersey City,NJ
Summary
Personable and dedicated Customer Service Representative with extensive experience in the hospitality industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Front Office Manager
Mondrian Park Ave
Manhattan, NY
01.2024 - Current
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Assistant Front Office Manager
Hyatt Place New York City / Times Square Hotel
Manhattan, NY
08.2022 - 01.2024
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Coordinated room assignments, check-in and check-out processes and other guest services activities.
- Responded promptly to customer inquiries via telephone or email.
- Ensured that all staff members were properly trained on hotel policies and procedures.
- Provided leadership by setting an example for other employees to follow.
Guest Service Agent
The Wall Street Hotel
Manhattan, NY
05.2022 - 07.2022
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
- Handled cash transactions accurately while adhering to established accounting practices.
- Provided directions to various locations within the city as requested by guests.
- Participated in training seminars related to hospitality industry trends.
- Responded to guests, including email, telephone and in-person inquiries.
Sales Ambassador
Hilton Grand Vacations
New York, NY
04.2022 - 06.2022
- Greeted customers and provided product information.
- Attended trade shows and conventions to promote company products.
- Analyzed competitors' prices, products, marketing strategies.
- Stayed up-to-date on industry trends through research activities.
- Assisted colleagues in resolving complex customer inquiries or requests.
Guest Service Agent
Embassy Suites by Hilton
Manhattan, NY
04.2021 - 03.2022
- Conduct daily inspections and assist in maintaining proper protocols
- Assist with daily check-ins and check-outs
- Have Knowledge of hotel property, amenities, area attractions, and transportation
- Compute bills, collect payments (or authorize credit), and make changes for guests
- Analyze, generate reports, and communicate information to employees and appropriate departments.
Education
High school diploma - Analysis
High School
06.2006
Skills
- Oral and writing communication
- Property Management Systems
- Training and coaching
- Relationship Building
- Reservation Management
- Employee Supervision
- Staff Training and Development
- Strong leadership
- Conflict Management
- Complaint Handling
- Decision-making capabilities
- Effective Multitasking
- Customer Service
References
References available upon request.
Timeline
Front Office Manager
Mondrian Park Ave
01.2024 - Current
Assistant Front Office Manager
Hyatt Place New York City / Times Square Hotel
08.2022 - 01.2024
Guest Service Agent
The Wall Street Hotel
05.2022 - 07.2022
Sales Ambassador
Hilton Grand Vacations
04.2022 - 06.2022
Guest Service Agent
Embassy Suites by Hilton
04.2021 - 03.2022
High school diploma - Analysis
High School
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