- Adventure Travel
- Road Trips
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Music
- I have a passion for photography and editing photos
- Dance
- Creative Writing
- Acting and Theater
- Fundraising Events
- Volunteer Work
- Participating in fundraising events to support local charities, schools, or community projects
- Yoga
- Gym Workouts
- Dancing
Joanna Burns
Tulsa
Summary
Dynamic sales leader with a proven track record at Burton Hotel Group, driving revenue growth through strategic partnerships and innovative marketing. Skilled in operations management and customer retention, I excel in fostering teamwork and collaboration while mentoring junior executives to achieve organizational goals. Recognized for enhancing client relationships and delivering impactful results.
Overview
14
14
years of professional experience
Work History
Regional Corporate Director of Sales
Burton Hotel Group
10.2013 - Current
- Led cross-functional teams to achieve project goals on time and within budget constraints.
- Negotiated high-value contracts with vendors, securing favorable terms that benefited the organization''s bottom line.
- Delivered consistent revenue growth with innovative marketing strategies and targeted customer engagement campaigns.
- Developed strategic partnerships for business growth and expansion, strengthening the corporate network.
- Mentored junior executives for leadership roles, fostering a culture of professional development within the organization.
- Spearheaded corporate social responsibility initiatives that positively impacted local communities while bolstering company reputation.
- Met regulatory, compliance, and safety requirements.
- Streamlined communication channels between departments to facilitate collaboration and improve decision-making processes.
- Managed organizational change effectively by developing thorough transition plans and providing clear direction to employees.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Sales Manager
The Mayo Hotel
03.2012 - 10.2013
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Attended industry events and conventions to explain sales opportunities.
- Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth.
- Enhanced sales team morale and cohesion, organizing team-building activities and maintaining open communication channels.
- Secured lucrative contracts with major accounts, leveraging strong negotiation skills and deep industry knowledge.
- Implemented comprehensive customer relationship management strategy, improving client satisfaction and loyalty.
- Exceeded sales targets consistently, through strategic planning and execution of targeted sales initiatives.
- Drove regional sales growth, implementing innovative marketing strategies and cultivating key partnerships.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Organized promotional events and interacted with community to increase sales volume.
- Managed accounts to retain existing relationships and grow share of business.
Front Desk Guest Service Agent
The Mayo Hotel
08.2011 - 03.2012
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Trained new front desk agents in proper procedures, contributing to a consistently high level of service across the team.
- Handled sensitive customer information securely, ensuring the protection of personal data while processing payments or updating records.
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
- Managed phone lines effectively, directing calls to appropriate departments and taking detailed messages when necessary.
- Assisted guests with special requests, such as booking tours or making dinner reservations, to enhance their stay.
- Coordinated with maintenance staff to address any reported issues in guest rooms or common areas swiftly.
- Participated in regular staff meetings, offering valuable input on improving hotel operations and guest services practices.
- Conducted regular inventory checks of front desk supplies, ordering new items as needed to maintain adequate stock levels and ensure seamless daily operations.
- Proactively anticipated guest needs, providing thoughtful recommendations for local attractions or amenities based on individual preferences.
- Maintained a clean and welcoming front desk area to create a positive first impression for guests.
- Facilitated smooth communication between various hotel departments by relaying pertinent information regarding special requests or potential issues.
- Consistently received positive feedback from guests on service quality, contributing to an overall boost in hotel reputation.
- Answered multi-line phone system and enthusiastically greeted callers.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Developed and maintained positive relationships with guests for satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Enforced policies and procedures to increase efficiency.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Night Auditor
The Mayo Hotel
04.2011 - 08.2011
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Generated and printed daily financial reports to track hotel performance.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthrough.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Managed inventory levels of supplies required for efficient front desk operations during overnight hours.
- Fostered a collaborative work environment amongst all hotel departments through clear communication channels established during shift changes.
- Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
- Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
- Managed front desk operations during night, maintaining security and guest safety.
- Maintained cleanliness and orderliness in front desk area, creating welcoming atmosphere for guests.
- Ensured compliance with all hotel policies and regulatory requirements, maintaining high standards of operations.
- Updated guest accounts and processed payments accurately, safeguarding financial integrity.
- Provided guests with information about local attractions and services, enhancing their stay experience.
- Coordinated with housekeeping and maintenance staff to address overnight issues, ensuring guest comfort.
- Resolved guest issues with professional and empathetic communication, improving overall stay experiences.
- Assisted in inventory management and supply ordering for front desk, ensuring preparedness and operational efficiency.
- Implemented guest feedback system for nighttime services, gathering valuable insights for service enhancements.
- Contributed to team meetings with insights on night operations, fostering continuous improvement.
- Enhanced guest satisfaction by providing efficient check-in and check-out services.
- Streamlined communication with shuttle services and local transportation for guests, improving satisfaction with logistical support.
- Trained new night auditors in audit procedures and customer service practices, enhancing team capability.
Education
Associate of Arts - Photography
Tulsa Technology Center
TulsaAssociate of Applied Science - Public Relations
Tulsa Community College
Tulsa, OKPublic Relations - Public Relations
OSU
TulsaSkills
- Organizational leadership
- Ethics and integrity
- Operations management
- Strategic partnerships
- Revenue growth
- Industry networking
- Teamwork and collaboration
- Customer service
- Problem-solving aptitude
- Business management
- Sales tracking
- Customer retention
Interests
Timeline
Regional Corporate Director of Sales
Burton Hotel Group
10.2013 - Current
Sales Manager
The Mayo Hotel
03.2012 - 10.2013
Front Desk Guest Service Agent
The Mayo Hotel
08.2011 - 03.2012
Night Auditor
The Mayo Hotel
04.2011 - 08.2011
Associate of Arts - Photography
Tulsa Technology Center
Associate of Applied Science - Public Relations
Tulsa Community College
Public Relations - Public Relations
OSU
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