Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
Established and maintained effective communication with staff members to ensure efficient operations.
Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
Coordinated training activities for employees to ensure compliance with company policies and procedures.
Maintained relationships with vendors to obtain the best pricing on supplies and materials.
Created a positive work environment by developing team building activities that encouraged collaboration among departments.
Ensured compliance with local health department regulations regarding food safety standards.
Resolved customer complaints quickly while maintaining high quality standards of service delivery.
Conducted regular meetings with senior management team to review progress against established objectives.
Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
Assisted in the recruitment process by interviewing potential candidates for open positions.
Trained employees on duties, policies and procedures.
Recruited, interviewed and hired qualified staff for open positions.
Created schedules and monitored payroll to remain within budget.
Supervised employees through planning, assignments, and direction.
Administered employee discipline through verbal and written warnings.
Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
Delegated work to staff, setting priorities and goals.
Front Desk Manager
Hilton Garden Inn Jackson/Clinton
Clinton, MS
05.2018 - 02.2023
Greeted guests upon arrival and checked them in to their rooms.
Managed reservations by answering calls, responding to emails and booking accommodations.
Organized daily room assignments and ensured all necessary paperwork was completed accurately.
Provided excellent customer service by addressing guest inquiries promptly and professionally.
Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
Assisted with training new staff members on front desk procedures and policies.
Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
Developed systems for tracking customer preferences to improve customer satisfaction ratings.
Maintained an up-to-date knowledge of hotel services, amenities and promotions.
Promoted loyalty programs to encourage repeat business from customers.
Processed employee time sheets, payroll information and other administrative documents.
Mentored new staff on correct procedures, compliance requirements and performance strategies.
Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
Resolved guest complaints promptly and followed-up to verify restored satisfaction.
Office Coordinator
City of Jackson Public Works Division
Jackson, MS
12.1997 - 12.2022
Develop yearly budgetary forecasts for two departments and ensure forecasts meet departmental guidelines.
Served on team that created short- and long-term department objectives in accordance with departmental goals.
Administer safety program at Maintenance Facility and work with safety coordinator to address safety issues presented by employees.
Calculated retirement time for various employees due to retire.
Maintain and balance employee time and attendance.
Process performance evaluation and notified supervisor of employees' upcoming appraisal date.
Supervised dispatch area and office staff, worked with Supervisors who were responsible for various duties in Water Maintenance.
Created a complaint tracking system to monitor calls and complaints.
Responded to both claims and interoffice request for information on repairs in Water Maintenance.
Worked with contractor on scheduling projects.
Prepared and reviewed a variety of memorandums, correspondence, reports, public notices, bills, and documents.
Scheduled full-time job applicants, coordinated applicant testing, and pre-employment physicals.
Performed various purchases; Requisition; bid advertisements; Received and followed through with various vendor payments, i.e., Request for payments, LPO, and purchases from state contract.
Coordinate with crews and supervisors in the repair, maintenance, and installation of water lines, valves, fire hydrants, and both large and small taps.
Assisted crews with repair needs in regards to equipment, maintenance, etc.
Responsible for a host of duties, as assigned and unassigned.
Worked on Meter Service crews, changing, installing, and repairing water meters and service lines.
Worked with crews installing fire hydrants and laying water lines on special projects.
Drove trucks to various job sites for repairs of water lines and the dressing of yards.
Front Desk Agent
Hampton Inn By Hilton Jackson/Pearl
Pearl, MS
06.2017 - 04.2018
Greeted customers in a professional and friendly manner.
Answered phones, responded to inquiries, and took messages.
Assisted with check-in and check-out procedures for guests.
Processed payments accurately and efficiently.
Resolved customer complaints promptly and courteously.
Provided information about hotel amenities, services, and local attractions.
Maintained cleanliness of lobby area at all times.
Inputted guest information into computer system accurately and securely.
Verified accuracy of room rates and other charges during check-in process.
Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
Monitored security cameras in lobby area as needed.
Addressed customer needs in a timely manner.
Managed cash drawer responsibly throughout shift.
Provided excellent customer service while upholding company policies.
Assistant General Manager
Hampton Inn Jackson Clinton
Clinton, MS
06.2008 - 05.2017
Developed and implemented effective strategies to maximize booking sales and profits.
Managed daily operations of the hotel, including scheduling and supervising staff.
Ensured that customer service standards were met or exceeded at all times.
Conducted regular performance evaluations for employees to ensure quality standards were maintained.
Identified opportunities for cost savings and operational efficiency improvements.
Resolved customer complaints in a timely manner while maintaining a professional demeanor.
Provided training, guidance, and support to staff members on proper procedures and policies.
Implemented safety protocols to protect both guest and employees from potential hazards.
Maintained accurate records of employee attendance, payroll information, sales figures.
Assisted in the recruitment process by conducting interviews with prospective candidates.
Ensuring guest satisfaction is paramount upon each stay.
Garnishment Specialist
Singletary & Thrash Law Office
Jackson, MS
02.1995 - 12.1997
Contacted clients on debt owed and set up payment arrangements
Tracked accounts assigned to ensure payment agreement was in place
Prepared notice to appear and filed default judgments
Processed and served garnishment against clients
Updated reports on clients
Did skip tracing to locate clients
General customer service, data entry, filing and typing.
Claims Support Specialist
Allstate Insurance Corporation
Jackson, MS
04.1992 - 02.1995
Verified coverage for California auto, homeowners and life customers
Data entry, typed, filed and coded coverage for either payment or rejection of loss
Worked closely with adjusters and agents on various policy information and policy declaration information
Did various other duties as assigned by supervisor.
Education
Undergraduate studies in Business Administration -
Jackson State University
Jackson, MS
05.1992
Undergraduate studies in Paralegal Technology -
Hinds Community College
Raymond, MS
05.1988
Skills
Well-rounded background in human resources, training, safety, operations and consumer affairs
Excellent experience developing and implementing a variety of corporate programs, including those that must comply with corporate, state, or federal agency guidelines
Skilled in developing departmental budgets and creating department objectives
Staff Supervision
Customer Retention
Schedule Management
Customer Relationship Management
Verbal and written communication
Phonenumbers
601-624-6516
References
Available Upon Request
Timeline
General Manager
Hampton Inn Jackson/Clinton
04.2023 - 09.2024
Front Desk Manager
Hilton Garden Inn Jackson/Clinton
05.2018 - 02.2023
Front Desk Agent
Hampton Inn By Hilton Jackson/Pearl
06.2017 - 04.2018
Assistant General Manager
Hampton Inn Jackson Clinton
06.2008 - 05.2017
Office Coordinator
City of Jackson Public Works Division
12.1997 - 12.2022
Garnishment Specialist
Singletary & Thrash Law Office
02.1995 - 12.1997
Claims Support Specialist
Allstate Insurance Corporation
04.1992 - 02.1995
Undergraduate studies in Business Administration -