Anthony Jefferson
Houston,TX
Summary
Versatile Front Desk Supervisor adept at managing guest expectations, hotel reputation and business needs. Effective multitasker and clear communicator with 9 years in hospitality industry. Experience managing front desk team of guest service specialists.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
Embassy Suites by Hilton
08.2022 - Current
- Oversee front desk operations
- Provides guest service, guidance and leadership to ensure consistent customer service is provided
- Assigns and instructs team members in details of work
- Monitors lobby traffic to make staffing adjustments accordingly
- Resolves customer complaints
- Trains, supervises, schedules and assists in evaluating staff.
Assistant General Manager
TownePlace Suites Marriot Hotel Houston
06.2020 - 07.2022
- Long-term planning to create initiatives that further the company's overall goals
- Coordinating different teams to foster exchange of ideas and provide cross-team learning opportunities
- Assessing and analyzing departmental budgets to find ways to minimize expenses and optimize profits
- Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives
- Communicating with the board or other senior officials about shifting company priorities and projects
- Identifying potential problems and points of friction and working to find solutions in order to maximize efficiency and revenue
- Identifying opportunities to expand or shift course in order to take advantage of changes in the market.
Assistant General Manager
TOWNE PLACE SUITES
03.2019 - 05.2020
- Directly supervises the Front Desk staff and department operations (e.g
- Hiring, terminating, disciplinary actions, and performance evaluations)
- Schedules subordinates maintaining adequate staffing levels while adhering to labor standards guidelines
- Assigns duties to staff and observes performance to ensure adherence to hotel policies and established operating procedures
- Assures maximum guest service through training, including but not limited to hotel amenities, the local area, shopping, dining, entertaining, current groups and banquet functions
- Monitors Revenue Management systems to ensure the hotel is positioned as a market leader in RevPAR
- Selects or assists in the selection of hotel staff and complete all new hire paperwork
- Reviews employee performance and conducts personnel actions such as disciplinary actions and terminations
- Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and IRS
- Conducts or assists in conducting staff meetings
- Adheres to all franchise and company procedures and regulations as well as standard operating procedures
- Receives and resolves or assists in resolving guest complaints and employee issues
- Performs functions of the General Manager in their absence
- Covers shifts in all departments as scheduled by the General Manager
- Corresponds with group and travel agents to answer special requests for rooms and rates
- Assists with sales and marketing efforts as directed
- Maintains and implements established Emergency Procedures, assuring the security of guest and monies
- Participates in the preparation of the hotel's annual budget
- Answers inquiries pertaining to hotel policies and services.
Front Desk Agent
TOWNPLACE SUITES
10.2016 - 03.2019
- Provide exceptional customer service to hotel guest by making their stay comfortable and accommodating as possible while achieving team and Brand Standards
- Preform quality assurance (QA) by helping in all areas of the Hotel in training and assisting
- Preform exceptional interpersonal skills needed to cultivate guest and work with associates of various levels and backgrounds
- Preform daily checklists and handle sensitive documents
- Work with cash, Credit Cards, Debit Cards, Checks etc
- Helps Manger in anyway possible from posting Direct billed checks to staying late to figure CLC out
- Also help sales with making reservation and getting new groups
- Clean and keep all areas clean to ensure guest have re-memorable experience
- Housekeeping- I have completed training and work in it as needed
- Breakfast- I am trained in breakfast and work as needed
- Houseman - Trained and work as needed.
Education
Associate's degree - Medical Billing & Coding
Ultimate Medical Academy-Tampa
Tampa, FL12.2024
High school - Education
Bolton High School
Alexandria, LA05.2016
Skills
Customer Service
IOS
Typing
Operations management
Food preparation
Time management
Microsoft Office
ONQ
Schedule Management
Microsoft Excel
Microsoft Word
Computer skills
Staff Supervision
Training and mentoring
Accomplishments
- Mentored staff on work activities, resulting in better performance, greater achievement of full potential and reduction in employee turnover.
- Communicated with all departments efficiently as well as with the hotel owner to ensure functionality throughout 250-room property.
- Employee Of the Month 5 times throughout 9years
- Employee of the Quarter 2 times
- ServSafe Manger Certification
- Work Keys Certified
Certification
- Work Keys, 02/01/16, Present
- Liquor License
- ServSafe, 05/01/21, 05/01/26
- Driver's License
- CPR Certification
Awards
- Employee of the Quarter, 2018, Received this award 2 times in the same year. This award entailed a letter from Dewey (the CEO of the Company) and a pendant. I was told I received this award each time because of my outstanding communication skills and helping others in areas they needed help in.
- Rockstar of the Month, 2017, Received Rockstar of the month 2 times in the same year. This award entailed a plaque as well as a 25 dollar gift card.
- Rockstar of the Month, November 2018
Timeline
Front Desk Supervisor
Embassy Suites by Hilton
08.2022 - Current
Assistant General Manager
TownePlace Suites Marriot Hotel Houston
06.2020 - 07.2022
Assistant General Manager
TOWNE PLACE SUITES
03.2019 - 05.2020
Front Desk Agent
TOWNPLACE SUITES
10.2016 - 03.2019
Associate's degree - Medical Billing & Coding
Ultimate Medical Academy-Tampa
High school - Education
Bolton High School
- Work Keys, 02/01/16, Present
- Liquor License
- ServSafe, 05/01/21, 05/01/26
- Driver's License
- CPR Certification
Similar Profiles
Omar FahibOmar Fahib
Cluster Human Resources Manager at Hilton – AlRayyan Hotel Doha – Curio Collection by Hilton & Embassy Suites by Hilton Doha Old Town (Preopening)Cluster Human Resources Manager at Hilton – AlRayyan Hotel Doha – Curio Collection by Hilton & Embassy Suites by Hilton Doha Old Town (Preopening)
Daisy KipronoDaisy Kiprono
Guest Service Executive at Embassy suites by Hilton Doha Old TownGuest Service Executive at Embassy suites by Hilton Doha Old Town
Ruthel TingcoRuthel Tingco
Cook at Embassy Suites by HiltonCook at Embassy Suites by Hilton