ANAMARIA JOHNSON
Salt Lake City
Summary
Talented professional with extensive experience in the hospitality industry. Proven record of success in managing and leading large teams. Adept at cultivating and maintaining strong relationships with business partners and customers. Skilled in cost control, inventory management, and customer service. Results-oriented professional with extensive experience in customer service and management. Proven ability to lead teams and manage operations while providing excellent customer service. Demonstrated success in developing strategies to improve customer satisfaction and loyalty, increase revenue, and reduce operating costs. Adept at using data to make strategic decisions and achieve business objectives.
Hospitality professional prepared to excel in managing front office functions. Proven ability to enhance guest experiences and streamline administrative tasks. Reliable team collaborator with strong communication and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Front Office Manager
Dual Brand Le Meridien / Element Hotel
12.2024 - Current
- Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored front office staff, enhancing team performance and service delivery.
- Implemented customer service initiatives, improving guest satisfaction scores significantly.
- Coordinated with housekeeping and maintenance to resolve guest issues promptly.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
Assistant Front Office Manager
Dual Brand Hotels Le Meridien / Element
06.2024 - 12.2024
- Supervised front office operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored junior staff, enhancing team performance and customer service quality.
- Implemented improvements in reservation systems, increasing efficiency and reducing errors.
- Coordinated communication between departments to streamline guest services and resolve issues promptly.
- Developed training materials for new hires, fostering consistent service standards across the team.
- Led daily briefings to align team objectives with operational goals and enhance service delivery.
Breakfast Manager
O'shucks
12.2022 - 06.2024
- Provided leadership, motivation and guidance to team members to ensure optimal productivity.
- Managed daily ordering of supplies, ensuring cost-effective inventory control.
- Monitored employee attendance and performance, providing regular feedback for improvement.
- Conducted weekly meetings with staff to discuss goals, objectives, policies and procedures.
- Implemented systems for tracking customer feedback and resolving complaints in a timely manner.
- Monitored budgets and payroll records to verify authorization of expenditures.
Front Desk Supervisor
Waldorf Astoria
09.2022 - 06.2023
- Oversee the operational efficiency of front desk activities, including check-in/out, guest service, and information dissemination for a 5-star luxury hotel with 160 rooms and suites.
- Train, mentor, and monitor a team of 4 front desk staff, ensuring adherence to the highest standards of professionalism, courtesy, and guest engagement.
- Manage room assignments and reservations, optimizing booking capacity and maintaining real-time awareness of room availability.
- Handle escalated customer concerns with empathy and resolution focus, preventing potential negative feedback and fostering guest loyalty.
Front Office Agent
Hyatt Place Park City
04.2022 - 02.2023
- Handled confidential information responsibly according to company policies.
- Greeted and checked in guests, providing excellent customer service.
- Created a welcoming environment for guests by consistently displaying positive attitude.
- Participated in training sessions related to customer service techniques.
- Demonstrated outstanding communication skills when interacting with customers and colleagues alike.
- Processed invoices, receipts and other office documents.
Front Desk Agent
DoubleTree
11.2021 - 09.2022
- Provided comprehensive assistance in check-in/out processes, information provision, and immediate problem resolution.
- Managed booking adjustments, cancellations, and no-shows, while maintaining clear communication with impacted departments.
- Assisted guests with special requests, information inquiries, and local recommendations, ensuring their stay was memorable and personalized.
- Compiled and reported daily activities, including occurrences, reservations, and guest feedback, contributing to team strategy sessions and improvements.
Customer Care Representative
Stripe
01.2021 - 10.2021
- Demonstrated strong communication skills to interact with customers via phone, email and online chat.
- Provided excellent customer service, resolving inquiries and complaints in a timely manner.
- Managed workload effectively by prioritizing tasks according to urgency or importance.
- Analyzed data from customer feedback surveys to develop strategies for improved service delivery.
- Compiled detailed reports on customer feedback, trends, and suggestions for improvement.
Customer Service Representative
Uber
07.2020 - 01.2021
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Maintained an updated knowledge base of current products, services, pricing, promotions.
Education
English Course - English
American One School
Salt Lake 02-2024
Bachelor of Science - Social Science Anthropology
Pontifical Xavierian University
Colombia 01-2020
Skills
- Native Spanish
- Data Entry
- Staff Training
- Customer Service
- Leadership abilities
- Multitasking
- Workforce Management
- Operations Management
- Customer relations
- Workflow optimization
- Effective multitasking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Front Office Manager
Dual Brand Le Meridien / Element Hotel
12.2024 - Current
Assistant Front Office Manager
Dual Brand Hotels Le Meridien / Element
06.2024 - 12.2024
Breakfast Manager
O'shucks
12.2022 - 06.2024
Front Desk Supervisor
Waldorf Astoria
09.2022 - 06.2023
Front Office Agent
Hyatt Place Park City
04.2022 - 02.2023
Front Desk Agent
DoubleTree
11.2021 - 09.2022
Customer Care Representative
Stripe
01.2021 - 10.2021
Customer Service Representative
Uber
07.2020 - 01.2021
English Course - English
American One School
Bachelor of Science - Social Science Anthropology
Pontifical Xavierian University