Gerrell Hankton
Jefferson,LA
Summary
Resourceful professional in hospitality management known for high productivity and efficient task completion. Skilled in operations management, customer service excellence, and staff training. Excel at communication, leadership, and problem-solving to enhance guest satisfaction and operational success.
Overview
9
9
years of professional experience
Work History
Guest Service Supervisor
Audubon Nature Institute
New Orleans, LA
02.2024 - Current
- Developed innovative birthday celebration packages that significantly boosted revenue for Audubon.
- Implemented effective strategies to elevate the overall guest experience by leveraging valuable feedback from surveys and reviews.
- Led impactful weekly discussions with leadership to tackle performance targets, drive innovative projects, and identify improvement opportunities.
- Devised strategic measures to reduce labor costs, enhance departmental efficiency, and maximize revenue.
- Coordinated employee schedules for maximum efficiency throughout high-demand times and specialized assignments.
- Skillfully managed after-hours operations for events catering to more than 800 guests, ensuring a seamless and enjoyable experience for all.
Front Desk Supervisor
NOPSI Hotel
New Orleans, LA
10.2022 - 01.2024
- Ensures Outstanding customer care at all times
- Maintains a friendly, professional, cheerful and courteous demeanor at all times
- Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
Welcome Desk Agent
W Hotels
Hoboken, NJ
11.2018 - 12.2020
- Process arrivals and departures of hotel guests
- Provide information to guests about room features, property amenities, and local areas of interest
- Ensure overall satisfaction of guests throughout the guest cycle
Whatever/Whenever Agent
W Hotels
Hoboken, NJ
11.2017 - 11.2018
- Operate telephone switchboard stations– answer, record, and process all guest calls, requests, questions, or concerns
- Assign appropriate departments to complete guest requests with whatever they need, whenever they may need it
Gallery Host
Hyatt House
New Orleans, LA
09.2016 - 11.2017
- Responsible for check-in and check-out processes of all guests
- Answer queries regarding the hotel’s services, charges, dining facilities, sports facilities and travel directions
Guest Service Agent
Audubon Nature Institute
New Orleans, LA
01.2016 - 09.2016
- Responsible for ticket sales, assisting guests with facility information
Education
Degree -
Edna Karr High School
New Orleans, LASkills
- BuildingLink Property Management System (PMS)
- Galaxy Lightspeed Property Management System (PMS)
- Microsoft Office
- Google Suite
- Property Management System (PMS)
- GXP Empower Property Management System (PMS)
- Opera Property Management System (PMS)
- Nuvola Property Management System (PMS)
- Siriusware Point of Sale (POS)
- Sales planning
- Team management
- Sales and upselling
- Customer service focus
- Efficient time management
Accomplishments
- KultureCity Sensory Inclusive Training
- HR and the Law Training
- Smart Interviewing Training
- Foundations Training
- Workplace Harassment Training
- Handling Conflict Training
- How To: Write SMART Goals Training
References
Available upon request.
Timeline
Guest Service Supervisor
Audubon Nature Institute
02.2024 - Current
Front Desk Supervisor
NOPSI Hotel
10.2022 - 01.2024
Welcome Desk Agent
W Hotels
11.2018 - 12.2020
Whatever/Whenever Agent
W Hotels
11.2017 - 11.2018
Gallery Host
Hyatt House
09.2016 - 11.2017
Guest Service Agent
Audubon Nature Institute
01.2016 - 09.2016
Degree -
Edna Karr High School
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