Summary
Work History
Education
Skills
Languages
Timeline
Generic

Ferrona Esson-Johnson

Anderson,SC

Summary

Dynamic professional with a proven track record at Quality Inn Hotel, excelling in customer service and financial transactions. Skilled in enhancing guest satisfaction and streamlining operations, demonstrated by increased repeat business. Expert in utilizing hotel software, with a knack for resolving guest issues efficiently. Achievements include significantly improving customer satisfaction scores through exceptional guest relations and problem-solving abilities.

Work History

Guest Service Representative

Quality Inn Hotel
  • Assisted guests with reservation modifications, resolving any issues promptly and professionally.
  • Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
  • Developed strong rapport with returning guests to foster loyalty and repeat business.
  • Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
  • Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
  • Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
  • Enhanced guest satisfaction by providing exceptional customer service at the front desk.
  • Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
  • Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
  • Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
  • Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.

Front Office Manager

Quality Inn Hotel
  • 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.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Coached employees through day-to-day work and complex problems.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Increased repeat business by personalizing guest experiences and recognizing loyalty.
  • Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.

Store Manager

Carib Gro Agro & Garden Supplies
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Completed point of sale opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Optimized checkout process to reduce wait times, improving customer satisfaction scores.
  • Assisted in recruiting, hiring and training of team members.
  • Reported issues to higher management with great detail.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.

Accounting Assistant

Carib Gro Agro &Garden Supplies
  • Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
  • Managed high-volume invoice processing tasks while consistently meeting tight deadlines for vendor payments.
  • Expedited invoice processing with effective communication between internal departments and external vendors.
  • Processed credit card payments and reconciled credit card statements for accuracy in accounting process.
  • Assisted in the preparation of monthly financial statements for timely and accurate reporting to management.
  • Managed accounts payable and receivable, ensuring timely processing of invoices and payments.

Cashier

Carib Gro Agro & Garden Supplies
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Addressed customer needs and made product recommendations to increase sales.

Dental Assistant

Lee’s Dental Assistant
  • Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
  • Maintained a clean and sterile work environment to prevent cross-contamination and infection.
  • Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
  • Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
  • Prepared and arranged instruments, medications, and required materials for dental procedures.
  • Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
  • Sterilized rooms and prepped equipment and instruments for Number procedures daily.
  • Assisted dentists with complex procedures, ensuring optimal patient care and treatment outcomes.
  • Documented patient dental health information, medical history, and vital signs for future reference.
  • Assisted dentists, hygienists, and other personnel by handing appropriate tools and supplies needed for procedures.
  • Prepared instruments and equipment for use in dental procedures, ensuring their availability when needed.
  • Explained treatment procedures and instructed patients on home care guidelines.

Education

Diploma - Teaching Practicum

Bethlehem Moravian College
Santa Cruz
05.2012

High School Diploma - Business-Accountancy

Black River High
Black River
06.2003

Skills

  • Customer service
  • Computer skills
  • Guest accommodations
  • Detail-oriented
  • Guest relations
  • Issue resolution
  • Financial transactions
  • Flexible schedule
  • Payment processing
  • Product sales
  • Data entry proficiency
  • Complaint handling
  • Guest orientation
  • Data entry
  • Food and beverage area setup
  • Documentation and reporting
  • Basic accounting
  • Reservation processing
  • Data inputting
  • Inventory monitoring
  • Hotel software expertise
  • Report preparation
  • Verbal and written communication

Languages

English
Native or Bilingual

Timeline

Guest Service Representative

Quality Inn Hotel

Front Office Manager

Quality Inn Hotel

Store Manager

Carib Gro Agro & Garden Supplies

Accounting Assistant

Carib Gro Agro &Garden Supplies

Cashier

Carib Gro Agro & Garden Supplies

Dental Assistant

Lee’s Dental Assistant

Diploma - Teaching Practicum

Bethlehem Moravian College

High School Diploma - Business-Accountancy

Black River High

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Ferrona Esson-Johnson