Chasity Jackson
Newark,DE
Summary
Experienced general manager adept at efficiently and professionally resolving a wide range of daily challenges. Demonstrates a strong ability to adapt to changing demands and quickly acquire new information. Skilled in effectively training and managing personnel, ensuring excellent shift coverage to meet the needs of guests.
Overview
27
27
years of professional experience
Work History
General Manager
Candlewood Suites
Newark, Delaware
02.2022 - 10.2023
- Managed small staff of 25
- Managed entire day to day flow of operations for hotel of 101 rooms
- Managed customer complaints and rectified issues to guests complete satisfaction
- Handled all Human Resources issues for staff
- Collaborated with government agencies and fire marshall to make sure all standards are met and satisfied.
Front Desk Manager
Comfort Inn & Suites
Glen Mills, Pennsylvania
08.2021 - 02.2022
- Oversaw cash and credit card payment transactions at the front desk
- Handled payment processing and provided customers with receipts and proper bills and change
- Managed guest check-in and check-out procedures, reservations and payments
- Corrected guest issues promptly with knowledgeable and friendly service
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff
- Managed customer complaints and rectified issues to complete satisfaction
- Mentored new staff on correct procedures, compliance requirements and performance strategies
- Managed tasks and responsibilities for front office employees when the team was understaffed
- Developed lasting relationships with guests that built loyalty and drove hotel revenue
- Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement
- Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency
- Anticipated guests' needs ahead of time and responded to requests efficiently
- Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
Customer Service Representative
Delaware Express
Newark, DE
03.2018 - 08.2021
- Answering inbound customer calls in regards to scheduling, changing, or canceling shuttle, bus and car trips.
Assistant General Manager/Operations Manager
Candlewood Suites
Newark, DE
08.2018 - 03.2019
- Managed 25 employees from front desk, housekeeping, and maintenance
- Oversee daily hotel functions Scheduling and staffing Handling of all disputes and guest satisfaction issues.
Operations Manager
Staybridge Suites
Newark, DE
02.2016 - 12.2017
- With day to day hotel functions Managed staff of 25 employees Responded to guest complaints and billing issues Handled internal disputes and incoming and outgoing calls Ordering and stock maintenance Accounts payable and revealable.
Night Auditor
Staybridge Suites Hotel
Newark, DE
10.2013 - 02.2016
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Generated and printed daily financial reports to track hotel performance.
Tax Preparer/Office Manager, Satisfaction agent
Liberty Tax Service, Bank of America
Elkton, Newark, MD, DE
09.2002 - 03.2009
- Preparing clients e filing of income taxes Scheduling, Answering phones, clerical office work, opening and closing of office, supervised 6 or more employees per shift
- Accounts payable and accounts receivable
- And opening and closing procedures Business Lending Customer
- Answered multi-line inbound calls regarding business credit card accounts, analysed customer applications for credit increases.
Administrative Assistant
Phillips Plumbing and Mechanical
Millsboro, DE
03.1997 - 09.2002
- Scheduling jobs Payroll AR AP Emergency calls Ordering materials Handling obtaining permits.
Education
High -
Bohemia Manor High School
Chesapeake City, MD06.1997
Skills
- Corporate branding
- Interviewing and hiring
- Hospitality services
- Guest amenities
- Hotel reservation systems
- Team building and supervision
- Guest check-in and check-out
- Room assignments
- Conflict and issue documentation
- Issue resolution
- Conflict mediation
- Keenness of insight
- Analytical mastery
- Staff development
- Conflict management
- Effective planning
- Cash transactions
- Administrative skills
- Office meetings
- Cash management
- Listening skills
- Account changes
- Rate updates
- Reservations
- Guest safety
- Training and mentoring
- VIP priority options
Authorizedtowork
Yes
Certificationsandlicenses
Excellence in customer service
Certificationcompletiondate
02/01/08
Personal Information
Willing To Relocate: Anywhere
Timeline
General Manager
Candlewood Suites
02.2022 - 10.2023
Front Desk Manager
Comfort Inn & Suites
08.2021 - 02.2022
Assistant General Manager/Operations Manager
Candlewood Suites
08.2018 - 03.2019
Customer Service Representative
Delaware Express
03.2018 - 08.2021
Operations Manager
Staybridge Suites
02.2016 - 12.2017
Night Auditor
Staybridge Suites Hotel
10.2013 - 02.2016
Tax Preparer/Office Manager, Satisfaction agent
Liberty Tax Service, Bank of America
09.2002 - 03.2009
Administrative Assistant
Phillips Plumbing and Mechanical
03.1997 - 09.2002
High -
Bohemia Manor High School