Christina Mahan
Home 2 Suites by Hilton
Owens Cross Roads
15
years of professional experience
Detail-oriented Hospitality Manager with extensive experience in optimizing front office operations and enhancing guest satisfaction. Expertise in team collaboration, staff training, and conflict resolution supports efficient daily operations. Committed to streamlining processes to meet evolving needs and achieve organizational goals.
Work History
Front Office Manager
8 Months- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Coordinated room assignments, enhancing guest satisfaction through effective communication with housekeeping staff.
- Assisted in resolving guest inquiries and complaints, fostering positive relationships and repeat business.
- Maintained accurate records of reservations and billing information using hotel management software.
- Supervised front office staff, providing training on customer service best practices and operational procedures.
- Conducted regular inventory checks of supplies, ensuring optimal availability for front desk operations.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Front Desk Agent
1 Year 6 Months- Managed check-in and check-out processes, maintaining efficient front desk operations.
- Greeted and assisted guests, ensuring a welcoming atmosphere and positive first impressions.
- Responded to guest inquiries and resolved issues promptly to enhance satisfaction.
- Processed reservations using Hilton's property management system, ensuring accuracy and efficiency.
- Collaborated with housekeeping to maintain room availability and cleanliness standards.
- Provided information on hotel amenities and local attractions to enrich guest experiences.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Front Desk Agent
6 Months- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Handled cash transactions and balanced daily financial reports for transparency and accuracy.
- Assisted in training new front desk staff on procedures and customer service protocols.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
Thrift Store Manager
3 Years 8 Months- Oversaw daily operations, ensuring efficient workflow and customer satisfaction.
- Managed inventory systems, optimizing stock levels and reducing waste.
- Implemented promotional strategies that increased foot traffic and sales revenue.
- Developed training programs for new staff, enhancing team productivity and service quality.
- Fostered community relationships through outreach initiatives, enhancing brand visibility and support.
- Coordinated special events such as seasonal sales promotions or charity fundraisers to generate interest in the store's offerings while supporting worthy causes within the community.
- Enhanced store appearance by maintaining a clean, organized space that appealed to customers and encouraged browsing.
- Completed point of sale opening and closing procedures.
Assistant Manager
4 Years 2 Months- Mentored and trained team members on compliance and company policies, fostering a collaborative work environment.
- Developed training materials to improve staff proficiency in customer engagement techniques and sales strategies.
- Streamlined operational processes to enhance customer service efficiency and satisfaction.
- Collaborated with management to implement marketing initiatives that increased foot traffic and revenue growth.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
General Manager
5 Years 1 Month- Directed daily operations to enhance customer satisfaction and drive revenue growth.
- Implemented cost-control measures, improving overall profitability while maintaining service quality.
- Developed employee training programs to improve staff performance and retention rates.
- Analyzed sales data to forecast trends and adjust operational strategies accordingly.
- Oversaw inventory management practices, ensuring optimal stock levels and reducing waste.
- Cultivated a positive work environment through effective communication and team-building initiatives.
- Streamlined processes to enhance efficiency in food preparation and service delivery standards.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Education
High School Diploma
Skills
Multitasking efficiency
Customer relations
Customer support
Client relations
Guest experience management
Team management
Decision analysis
Issue resolution
Employee training
Timeline
Front Office Manager
Hampton Inn & Suites By Hilton
12.2025 - CurrentRead More
Front Desk Agent
Home 2 Suites by Hilton
02.2025 - CurrentRead More
Front Desk Agent
Fairfield By Marriott
08.2024 - 02.2025Read More
Thrift Store Manager
Graceworks Thrift Store
11.2020 - 07.2024Read More
Assistant Manager
Advance America
08.2016 - 10.2020Read More
General Manager
Zaxby's Restaurant
07.2011 - 08.2016Read More
Spectrum JR/SR High
High School Diploma
Read More