JADE M. JOHNSON
Kansas City,MO
Summary
Hardworking, passionate, dedicated with strong background in Hospitality Management. Responsible, eager and willinginess to succeed in new position mid-level Front Office Manager. Ready to help FD Team to achieve the company's expectations. Follow brand standards and what they represent. Stay proficient, dependable multiple tasks with a positive attitude. Be assertive, reliable for all team members to come to you with any senario. Always up for new challenges and responsibilities to thrive in a management position Resourceful Manager offering experience of success coordinating and monitoring operations across various departments. Highly committed with hardworking mentality to maintain quality of services. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee performance. Front Office Manager with excellent skills in customer service, office management and administrative support.
Highly-energetic Front Office Manager. I've gain knowledge and strong leadership abilities over the past 9 years. I am Enthusiastic, customer service driven hotelier. Friendly and personable demeanor. Motivated to generate revenue and improve overall scores customer satifaction. I thrive on being a team plaver, fast paced intense environment. Skilled in time mangement, account payable, and handling the day to day up keep of rooms/operations.
Organized and motivated employee eagerand organizational skills in various environments. Seeking entry/mid-level opportunities to expand skills with company.
.Ambitious, career-focused job seeker, position to help launch career while achieving company goals.
Overview
10
10
years of professional experience
Work History
Personal Support Assistant
N/A
Kansas City , MO
12.2023 - 03.2024
- Drove clients to doctors' appointments and social outings.
- As Assistant I attend professional Football/Basketball/Soccer games as I helped network with other friends and once clients or customers of there previous titles. Made flight,hotel and car service arrangements.When there were set to travel at least 6 times a year. Housekeeping was a small part of my day today tasks . Mainly going to the grocery stores, picking up dry cleaning.etc. If one client did have animals I would have them groomed and walked daily.
- Participated in ongoing training workshops for professional
- Ensured safety of clients by providing supervision during recreational activities or while using public transportation systems.
Front Office Manager
KCHOTEL GROUP
Kansas City, MO
04.2023 - 11.2023
- Manage all front office associates
- Guests Service Agents, Night Auditors, Bell Staff, Valet etc
- Employees should have a clear understanding of the expectations of the day to day operations practices throughly about all policies and procedures
- Ensure that associate are meeting guest needs
- Providing first class guest experiences
- Be courteous engaging with a professional attitude
- Make yourself visible during high volume check-ins
- Offer guests/clients water
- Make the feel welcome as if they are staying in the own homes
- Commuicate with other supervisors and managers to develop new ideas, by impleting goals to increase customer satifaction
- Theres's sorts over ways on the lobby improve Salt Scores
- Responsable for interviewing, hiring and training
- Performance reviews job roles
- Implementing mentoring discipline with actions
- Hourly associates development and promote positive feedback and engagement
- Communicate depparment corporate objectives to various divisions to meet deadlines and adhere to company budgets
- Delivered performance reviews, recommending additional training or advancements
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Conducted regular staff evaluations and provided constructive feedback.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Corporate Sales Manager
Embassy Suites By Hilton
Overland Park, KS
10.2018 - 01.2020
- Collaborated with DOS and other sales associates
- Stragizes a plans, ideas to find new leads generate new businesses
- Organized promotional events, and interacted with community to increase sales volume
- Company goals with clients/guest will increased satisfaction by using sales management systems
- Such as Delphi, cvent and other sites to generate revenue
- Weekly revenue calls, every Thursday
- Setting up Site tours for new and repeat clients
- Cold calling, handling BEO orders
- Set up event space as well as breakdown
- Understanding our comp set
- RevPar and the Str report
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Collaborated with marketing teams to create effective promotional materials.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Provided exceptional customer service throughout the entire sales process.
- Enhanced sales volume through skilled support to both new and inactive customers.
- Utilized CRM systems to manage client information and track progress.
- Negotiated contracts with vendors, ensuring favorable terms for the company.
- Delivered sales presentations to prospective clients, closing deals effectively.
- et individual targets for each team member, tracking progress regularly.
- Met with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand.
- Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
- Managed budgets, allocating resources efficiently to maximize profitability.
- Conducted performance evaluations, providing feedback and coaching for improvement.
Assistant Director of Front Office Manager
Hilton Hotels Worldwide
Kansas City, MO
03.2017 - 11.2018
- Reconciled end-of-day reports to determine accurate billing and payment processing
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
- Duties as FOM to answer guest assistance file in a timely fashion
- Taking the time to review Salt Stands for
- Satisfaction and Loyalty Tracking
- It is a system that the guest get to score hotel, staff members, cleanliness, and overall stay
- Every shift 7 to 3 Mid shifts 12 to 8 and 3 to 11
- All that happens with guest or sales gets reported in a stand meeting
- All departments heads must have payroll completed by a certain day to be view by HR
- Ive worked with ADP and Paycor
- Being in compliance with supervisors or manager
- You get two 15 min breaks and 30 mins for lunch
- Ordering for the gift shop, end of month needs to be completed the last week of every month
- Inventory logs
- Reports for accounts reliable, monthly budget keeping control on financials
- Cost and labor order efecly by staying with in guidelines.
- Supervised administrative services staff members.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Coordinated staff recruitment, training, and evaluations.
- Monitored office supplies to replenish needed inventory before depletion.
- Prepared and maintained contracts with vendors and suppliers.
- Evaluated employee performance, providing feedback for improvement.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
Group Reservations Coordinator
Hotel Phillips
Downtown Kansas City, MO
10.2015 - 02.2017
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Provided customers with information about availability and pricing
- Resolved various issues and discrepancies for customers
- Cross training from sales to front desk
- Helping with housekeeping turn down beds
- Inspecting rooms before flipping in system
- Building group room blocks in R&I rate and inventory
- Sending out emails to clients about there cut off dates
- That way they can provide a rooming list.
- Assisted travelers with disabilities or special needs during their journey.
- Took reservations from patrons by phone or online.
- Assisted customers with booking, modifications, and cancellations of reservations.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
Guest Service Representative
Embassy Suites KCI Airport
KCI Airport Kansas City, Missouri
09.2014 - 09.2015
- Resolved guest complaints and discrepancies in prompt and courteous manner
- Welcomed guests on arrival, displaying professional and friendly approach
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations from patrons by phone or online.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Collaborated with concierge team members to ensure seamless service delivery.
- Managed guest complaints, providing effective solutions promptly.
- Updated front desk's concierge book to maintain most relevant visitor information.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Conducted pre-arrival outreach to assess guest preferences or special requests.
- Placed orders for and picked up flowers for guests.
- Maintained comprehensive knowledge of local attractions and activities.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Ensured timely response to all guest inquiries and requests.
- Liaised with housekeeping, maintenance, and security teams as needed.
- Managed front desk operations, ensuring exceptional guest experiences.
- Coordinated guest transportation and reservations for local events.
- Facilitated hotel check-ins/check-outs, adhering to policies and procedures.
- Assisted with luggage handling and room orientations upon arrival.
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Greeted walk-in and phone guests, determining interests and needs.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Handled customer complaints professionally and efficiently.
- Provided guidance to new team members on how to perform tasks correctly.
- Answered incoming calls from guests seeking reservations or general information.
- Inspected guest rooms prior to check-in to ensure they met quality standards.
- Maintained cleanliness of lobby area and front desk counter.
- Promoted loyalty programs to encourage repeat business.
- Performed daily cashiering duties including balancing accounts at end of shift.
Education
Associate of Applied Science - Business Administration and Management
Columbia College
05.2008
Some College (No Degree) - Human Resources Development
Lake Tahoe Community College
Skills
- Multitasking Abilities
- Organization and Time Management
- Self-Motivated
- Written Communication
- Attention to Detail
- Teambuilding
- Problem-Solving
- MS Office
- Training and Development
- Administration and Operatio
- Evaluate Performance
- payroll
- Guest Satisfaction
- Event Coordination
- Customer Service
- Account reconciliation/Invoices
- Coaching and Training Relations CRM Payable and Receivable Coordinate Schedule
- Staff Training Documentation
- Administrative Skills
Timeline
Personal Support Assistant
N/A
12.2023 - 03.2024
Front Office Manager
KCHOTEL GROUP
04.2023 - 11.2023
Corporate Sales Manager
Embassy Suites By Hilton
10.2018 - 01.2020
Assistant Director of Front Office Manager
Hilton Hotels Worldwide
03.2017 - 11.2018
Group Reservations Coordinator
Hotel Phillips
10.2015 - 02.2017
Guest Service Representative
Embassy Suites KCI Airport
09.2014 - 09.2015
Associate of Applied Science - Business Administration and Management
Columbia College
Some College (No Degree) - Human Resources Development
Lake Tahoe Community College