JACQUELINE ROSE JOHNSON
MANCHESTER,TN
Summary
Highly dedicated professional with 15 years of experience in the service and hospitality industry. Currently seeking new opportunity for professional development. Equipped with proven leadership skills and adaptability to diverse situations focusing on team leadership and operational efficiency. Skilled in resource management and customer service excellence, seeking to transition into new field. Eager to leverage transferrable skills to contribute to new and challenging role.
Overview
25
25
years of professional experience
Work History
Assistant Manager/ Night Auditor/ Front Desk
Microtel Inn & Suites
05.2010 - Current
- Providing prompt responses to guest reviews on TripAdvisor, Booking.com and other websites within48 hours
- Coordinate regular team meeting to discuss goals and progress
- Increase sales by promoting special offers and loyalty programs.
- Assist in managing daily operations to ensure team efficiency, smooth workflow and customer satisfaction.
- Monitor cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Enhance workplace safety with regular training and compliance checks.
Executive Housekeeping Manager
Holiday Inn Express
06.2021 - 09.2023
- Scheduled work shifts for housekeeping staff based on occupancy levels, ensuring adequate coverage at all times
- Improved employee retention rates by creating a positive work culture, conducting regular performance reviews.
- Organized seasonal deep-cleaning initiatives for thorough sanitization of all guestrooms, ensuring impeccable presentation .
- Motivated cleaning staff with several incentives for maintaining high standards of cleanliness and adhering to safety regulations.
- Completed financial tasks by estimating costs and preparing and managing budgets.
- Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
Night Auditor
Holiday Inn Express
10.2019 - 06.2021
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Assisted management in forecasting room occupancy rates, optimizing room allocation and maximizing revenue.
- Trained new night auditors in audit procedures and customer service practices, enhancing team capability.
Front Desk Associate / Front Office Manager
Ambassador Inn & Suites
07.2012 - 02.2016
- Acted as a communications and information liaison for guests, fellow employees, vendors, and other outside business representatives
- Kept proper ledger of monthly rental payments and was prompt about collecting such payments
- Responsible cash handling procedures and accurate bank deposits
- Responsible for providing hotel guests with an extraordinary experience by coordinating amenities and responding to guest needs promptly
- Perform upselling techniques to walk in guests and phone reservations
- Handled high-pressure situations calmly, maintaining professionalism at all times.
Server Trainer
Red Lobster Restaurant
10.2008 - 05.2010
- Actively participated in training programs for servers, resulting in improved product knowledge and upselling techniques
- Mentored new hires through the training process on best practices for delivering excellent service while maintaining efficiency during busy shifts
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Customer Service Representative
Fuji Color Film Processing Plant
09.2008 - 03.2010
- Effectively communicated (verbal & written) information with team members, customers, and management
- Multitasked through multiple computer software programs while interacting with customers
- Resolved customer complaints with empathy, resulting in the highest level of customer satisfaction, and increased loyalty .
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Laundry Attendant / Front Desk Clerk
Ramada
01.2006 - 10.2008
- Ensured proper collecting, transporting, sorting, and stain treating of all soiled or contaminated articles per company, franchise and OSHA standards and regulations
- Kept a precise inventory of damaged and undamaged articles, ensured proper ordering supply of chemicals and cleaning agents
- Provided a warm and welcoming experience to guests in person and while fielding calls from guests, as well as potential guests seeking reservations
- Communicated with guests to better understand and provide for their needs
Hostess, Certified Server Trainer, Alley Manager
O'Charley's Restaurant & Bar
08.1999 - 09.2008
- Resolved customer complaints promptly and effectively, ensuring a positive dining experience for all patrons
- Monitored staff to ensure quality, health, and safety standards are followed decreasing the risks of accidents from occurring
- Acted as a liaison between servers, kitchen, and bar staff regarding orders, to deliver exceptional speed, accuracy, and superb presentation
- Optimized table turnover rates through teaching proper time management skills and prioritizing tasks during peak hours.
- Mentored new hires in BOH operations, fostering a supportive learning environment that promoted skill growth.
Education
Bachelor of Science - Human Services Management
University of Phoenix
01.2014
Associates of Science - Healthcare Administration
University of Phoenix
01.2007
Skills
- Aware of legal and ethical standards
- Resource allocation
- Team leadership
- Microsoft Office computer proficient
- Reports generation and analysis
- Seasoned in conflict resolution
- Strong organizational skills
- Security Protocols
- Facility maintenance monitoring
- Team leadership, training, and collaboration
Timeline
Executive Housekeeping Manager
Holiday Inn Express
06.2021 - 09.2023
Night Auditor
Holiday Inn Express
10.2019 - 06.2021
Front Desk Associate / Front Office Manager
Ambassador Inn & Suites
07.2012 - 02.2016
Assistant Manager/ Night Auditor/ Front Desk
Microtel Inn & Suites
05.2010 - Current
Server Trainer
Red Lobster Restaurant
10.2008 - 05.2010
Customer Service Representative
Fuji Color Film Processing Plant
09.2008 - 03.2010
Laundry Attendant / Front Desk Clerk
Ramada
01.2006 - 10.2008
Hostess, Certified Server Trainer, Alley Manager
O'Charley's Restaurant & Bar
08.1999 - 09.2008
Associates of Science - Healthcare Administration
University of Phoenix
Bachelor of Science - Human Services Management
University of Phoenix
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