Johnathan Ginn
Sevierville,TN
Summary
Proactive Assistant General Manager with history of success in managing operations, building teams and equipping employees with skills to independently handle business needs. Offers progressive experience combined with sound judgement and good problem-solving abilities. Strong record of surpassing organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Tremont Lodge and Resort
02.2024 - 09.2024
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations
- Motivated, trained, and disciplined employees to maximize performance
- Restructured and rebuilt the back of house operations for a ten-acre resort to make sure maintenance and housekeeping ran smoothly and efficiently
- Restructured and rebuilt the front of house operations to increase our guest satisfaction scores across OTAs and all review listings
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures
- Enforced quality assurance protocols to deliver ideal customer experiences
- Worked with the venue manager to plan open-houses, coordinate weddings, and create room blocks to maximize revenue
- Worked with the sales director in finding and driving group business to maximize profit through the slower months
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability
- Analyzed customer feedback data to identify areas of improvement and develop solutions
- Developed and implemented policies and procedures to improve customer service and satisfaction
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
- Implemented innovative programs to increase employee loyalty and reduce turnover
- Created SOP's for the corporate team to use for other properties
Guest Services Manager
The Wayback Hotel A Marriott Tribute Portfolio
05.2023 - 02.2024
- Opened Sevier County's first boutique Marriott Tribute Portfolio
- Created and executed SOP's for front desk
- Built and trained opening guest service team
- Created and implemented a new check-in process with concierge flare
- Assisted in marketing and setting up contracts with local attractions for commission based bonuses
- Developed and implemented strategies to improve guest experiences and build loyalty
- Maintained high employee satisfaction and performance with hands-on and collaborative style
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service
- Created and delivered effective training materials and courses
- Monitored staff training, scheduling and shift changes
- Understood and implemented safety and emergency procedures
- Oversaw lobby operations and concierge services
- Coordinated luggage collection, transportation and storage
- Implemented procedures and services to improve hotel services and amenities
- Reviewed daily bookings, preparing guest rooms prior to arrival
- Maintained and troubleshot hotel property management systems
- Hired and trained new employees, demonstrating best methods for serving clients and guests
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets
- Supervised team of 13 front desk agents and helped to resolve issues arising during shifts
- Planned and executed marketing activities to improve property brand and increase revenue
Guest Services Manager
Margaritaville Island Hotel
12.2020 - 05.2023
- Managed the front desk and valet departments
- Responsible for scheduling and maintaining a staff of 17 associates
- Responsible for budgeting of each department
- Attended the P&L meeting each month to go over costs and necessary cuts
- Developed and implemented strategies to improve guest experiences and build loyalty
- Maintained high employee satisfaction and performance with hands-on and collaborative style
- Organized and distributed payroll for 17 staff members
- Maintained and troubleshot hotel property management systems
- Planned and executed marketing activities to improve property brand and increase revenue
- Responsible for third party reconciliations at the end of every month
- Interviewed and hired potential applicants for possible positions within the hotel
- Won property of the year two years in a row
- Fluent in Flash Valet and Infor software
- Assisted in making the weekly schedule
- Assisted with tip share for valet
- Assisted valet with parking cars, checking guests in and taking luggage to guest rooms
- Responsible for locking up and making sure each individual department was closed properly
- Responsible for guest issues, making sure the issue was properly dealt with, and the compensation necessary was equal to the problem
- Assisted housekeeping in cleaning and inspecting rooms
- Checked guests in and out
- Assisted guests regarding any customer issues they faced and referred them to the proper department manager depending upon their issues
- Provided compensation depending on the severity of the customer's issue regarding the resort
- Answered phone calls and made reservations for guests
- Helped guests plan out their activities and recommended certain events for guests to attend
- Decorated individual rooms based on package selections from guests
- Supervised and assisted the front desk with any issues regarding the hotel and payments
- Responsible for answering all e-mails sent to the front desk and through the extranet sites
- Responsible for taking deposits for arriving guests
- Responsible for refunding all reservations that cancelled in the correct amount of time
- Responsible for stocking the reservations department
- Responsible for monitoring reports and adding packages to the selected reservations
Front Desk Associate
Ramada Pigeon Forge North
07.2020 - 12.2020
- Checked guests in and out
- Assisted guests regarding any customer issues they faced and referred them to the proper department manager depending upon their issues
- Provided compensation depending on the severity of the customer's issue regarding the resort
- Answered phone calls and made reservations for guests
- Helped guests plan out their activities and recommended certain events for guests to attend
Unarmed Security Guard
Wilderness at the Smokies Resort
03.2018 - 07.2020
- Ensured that all areas of the Wilderness were secure
- Provided care during medical situations or emergencies
- Managed and de-escalated physical threats caused by guests or employees
- Assisted in hotel evacuations during emergency situations
- Assisted each department during busy periods or when the departments were understaffed
- Assisted SPD in situations where guests or employees were arrested on property
- Monitored dispatch and took calls from every department when they needed to communicate with other guests or departments
- Monitored and tracked cameras for suspicious activities or certain situations
- Ensured all areas of the Wilderness were locked up after closing
- Completed case reports and logs to track and detail every action throughout the day
- Escorted guests on the shuttle bus when the bus drivers needed a break or were understaffed
- Ensured that employees were following Wilderness codes and guidelines throughout every shift
Front Desk Associate
Wilderness at the Smokies Resort
02.2017 - 03.2018
- Checked guests in and out
- Assisted guests regarding any customer issues they faced and referred them to the proper department manager depending upon their issues
- Provided compensation depending on the severity of the customer's issue regarding the resort
- Answered phone calls and made reservations for guests
- Helped guests plan out their activities and recommended certain events for guests to attend
Front Desk Manager
Hampton Inn West at Cedar Bluff
12.2015 - 07.2016
- Checked guests in and out
- Helped guests if they had any issues regarding customer service or the Hotel
- Provided different levels of compensation depending upon certain issues by following Hampton Guidelines
- Prepared coffee for guests
- Set up meeting rooms for hotel staff and guests
- Wrote disciplinary action reports for employees that did not follow procedures or guidelines properly
- Ran audit paperwork nightly making sure all balances were at zero
- Helped with housekeeping duties if the hotel was understaffed or if an employee did not make it to their shift
Education
Some College - Business
University of Tennessee Knoxville
Knoxville, TNGraduated -
Gatlinburg Pittman High School
Skills
- Lightspeed
- GXP/Empower
- Cloudbeds
- Slack
- Isolved
- Inova
- M3
- Infor
- Opera
- Flash Valet
Certification
- CPR Certified
- ABC License
Timeline
Assistant General Manager
Tremont Lodge and Resort
02.2024 - 09.2024
Guest Services Manager
The Wayback Hotel A Marriott Tribute Portfolio
05.2023 - 02.2024
Guest Services Manager
Margaritaville Island Hotel
12.2020 - 05.2023
Front Desk Associate
Ramada Pigeon Forge North
07.2020 - 12.2020
Unarmed Security Guard
Wilderness at the Smokies Resort
03.2018 - 07.2020
Front Desk Associate
Wilderness at the Smokies Resort
02.2017 - 03.2018
Front Desk Manager
Hampton Inn West at Cedar Bluff
12.2015 - 07.2016
Some College - Business
University of Tennessee Knoxville
Graduated -
Gatlinburg Pittman High School