Harold Johnson
Middletown,OH
Summary
Dynamic hospitality professional with extensive experience at Drury Hotels Company LLC, excelling in staff management and operations. Proven track record in boosting customer satisfaction and team performance through effective training and mentorship. Skilled in financial oversight and inventory control, driving profitability while fostering a culture of continuous improvement.
Overview
7
7
years of professional experience
Work History
Assistant General Manager
Drury Hotels Company LLC
01.2022 - 03.2025
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Collaborated with other department managers on cross-functional projects, fostering a cooperative atmosphere that drove overall organizational success.
- Trained new staff members, equipping them with skills needed for success in their roles.
- Coordinated with multiple departments to ensure seamless operations, leading to enhanced customer experience.
- Resolved customer complaints with professionalism, restoring trust and loyalty.
- Boosted team morale and productivity by implementing regular feedback sessions and recognition programs.
- Led team to achieve record-high customer satisfaction scores through dedicated service and attention to detail.
Guest Services Supervisor
Drury Hotels Company LLC
01.2021 - 01.2022
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
Guest Services Supervisor
Drury Hotels Company LLC
02.2019 - 01.2021
- A part of the opening team in opening this brand new hotel.
- Fostered culture of continuous improvement, encouraging staff to contribute ideas for enhancing guest satisfaction.
- Conducted regular team meetings to discuss service improvements and guest feedback.
- Trained new staff in customer service excellence, ensuring consistent guest experiences.
Guest Services Agent
Drury Hotels Company LLC
05.2018 - 01.2019
- Collected room deposits, fees, and payments.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Greeted guests upon arrival by providing warm welcome.
Education
Associate of Arts - Hospitality Management
Cincinnati State Technical And Community College
Cincinnati, OH05-2015
Skills
- Staff management
- Inventory control
- Operations management
- Staff development
Accomplishments
Honorable Discharge United States Navy
Cryptologic Technician Administrative
Timeline
Assistant General Manager
Drury Hotels Company LLC
01.2022 - 03.2025
Guest Services Supervisor
Drury Hotels Company LLC
01.2021 - 01.2022
Guest Services Supervisor
Drury Hotels Company LLC
02.2019 - 01.2021
Guest Services Agent
Drury Hotels Company LLC
05.2018 - 01.2019
Associate of Arts - Hospitality Management
Cincinnati State Technical And Community College
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