Joyce Thomas
Aiken,SC
Summary
Successful Leader proudly offering over 30+ years' of experience in customer service and sales experience. I enjoy creating a productive and happy work environment and excel in coaching, communication, conflict resolution and decision-making skills. I am energized and looking for a new challenge. Systematic front office manager offers accounts payable, customer service and data entry expertise paired with outstanding communication and time management skills. Coordinated team player brings several years of experience handling overall operations at front office.
Overview
34
34
years of professional experience
Work History
General Manger
Hampton Inn By Hilton
AIKEN, SC
11.2022 - Current
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Ensured compliance with local health department regulations regarding food safety standards.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
Assistant General Manager
Hampton Inn
Aiken
04.2013 - Current
- Direct operations of hotel facility to provide safe and enjoyable guest experience while promoting the Hilton brand
- Handle all delegated tasks, including the kitchen staff, housekeeping and maintenance staff
- Assigning rooms, floors, laundry detail, cleaning schedules, making sure products ordered are company approved
- Ensuring the kitchen is following the food administration and safety guidelines
- Making sure the maintenance team does daily preventive care
- Taking care of alarms, door locks, AC units, tile changes, and elevator maintenance is done monthly, and cleaning
- Work closely with team members to deliver project requirements, develop solutions and meet deadlines
- Such as Cyber Security Awareness, The Hilton Way Vision, Information Security and privacy, preventing Human Trafficking, Emergency Procedures, and ADA training (Americans with Disabilities Act)
- Create agendas and communication materials for team meetings
- Daily huddles and monthly staff meeting with each department
- Respond to online hotel surveys, reviews, and complaints by logging into the Hilton Lobby System and accessing the Salt reviews
- Quickly respond to guest inquiries to fulfill special requests and resolve conflicts
- Maintain daily and monthly hotel audit reporting for corporate management.
Affiliate & Residential Programs Specialist
SCANA Energy Marketing Inc.
Aiken
01.2001 - Current
- Expedite requests from Community Action Agencies for LIHEAP, voucher and Regulated referrals to include account creation, exemptions, customer account information and general questions regarding Regulated Provider
- Establish and maintain Contracts for Continuous Service Agreements
- Administer REALTOR rewards to enroll realtors for program from website and Expos
- Process service requests received from SCANA Energy website, Affiliate Partners and realtor, builders and management companies requesting additional service
- Monitor and respond to customer service inquiries received through Social Media
- Answer questions received from Solutions Center specialists, leads and supervisors with inquiries regarding Regulated Provider and Residential Programs
- Participate and present during monthly team meeting to review training material, resources, company updates and general team building
- Assist Customer Solutions Center during high call volume with credit calls
- Maintain monthly departmental reports.
Front Office Supervisor
Partridge Inn - Curio Collection By Hilton
Augusta, GA
02.2022 - 11.2022
- Responded promptly to inquiries from guests or potential customers via phone or email.
- Implemented policies and procedures related to the front office operations.
- Managed inventory levels of supplies, equipment, and services used by the front office team.
- Handled customer complaints in a professional manner.
- Evaluated employee performance reviews on an ongoing basis and provided feedback accordingly so that staff members could continue improving their skillset over time .
- Resolved customer complaints in a timely manner.
- Supervised front office staff, including hiring and training new employees.
- Coordinated with other departments to ensure smooth operations.
Customer Service Manager/Scan Analyst
Food Lion
Aiken
06.1990 - 03.2001
- Coordinated and analyzed store inventory for efficient restocking of grocery merchandise to meet customer needs and promote consistent sales
- Maintained comprehensive compliance with workplace and food safety standards to protect staff and customers
- Distributed daily tasks to appropriate departments and ensured duties were completed within expected time frames
- Facilitated effective communication between customers and associates to encourage positive, team-based atmosphere
- Trained and mentored new employees on sales procedures and business practices, boosting customer satisfaction rating.
Education
High School Diploma -
Aiken High School
Aiken, SC06.1984
Office System Technology -
Aiken Technical College
Graniteville, SCSkills
- Coaching and employee development
- Conflict Resolution
- Leadership
- Customer Service
- Decision Making
- Written and verbal communication
- Staff Training and Development
- Shift Scheduling
- Emergency Procedures
- Exceptional customer support
- Front Desk Operations
- Issue handling
Applicationsandprograms
- Clarabridge Emgager – Web based application used to monitor and respond to Social Media inquiries
- GCMA – AGLs scheduling system
- Microsoft Office Products to include Excel, Word, PowerPoint and Microsoft Teams
- SCANA Energy applications to include CIS, CRM, Residential Programs Tracker and ACN Manager
- Workday
- M3 Accounting Core systems- Required to enter Account receivables, Night Audit data, Credit card spending data. Receipts
- On Q Systems- to identify and resolve discrepancies for rooms, schedule housekeeping, monitor online reservations, access totals of guest on property and their disabilities if any, view projections, and process walk in reservations.
Accomplishments
- Most improved customer stay scores 1st quarter 2023
- QA pass score 2023
- Hilton Honors Enrollment above expectation 2023
Timeline
General Manger
Hampton Inn By Hilton
11.2022 - Current
Front Office Supervisor
Partridge Inn - Curio Collection By Hilton
02.2022 - 11.2022
Assistant General Manager
Hampton Inn
04.2013 - Current
Affiliate & Residential Programs Specialist
SCANA Energy Marketing Inc.
01.2001 - Current
Customer Service Manager/Scan Analyst
Food Lion
06.1990 - 03.2001
High School Diploma -
Aiken High School
Office System Technology -
Aiken Technical College
Similar Profiles
Margaret GoodeMargaret Goode
Front Desk Agent & Head Housekeeper at Hampton Inn By Hilton/ Holiday Inn ExpressFront Desk Agent & Head Housekeeper at Hampton Inn By Hilton/ Holiday Inn Express
Treyven StJulienTreyven StJulien
Housekeeper at Hampton Inn By HiltonHousekeeper at Hampton Inn By Hilton
Mari McPheeMari McPhee
Housekeeping Room Attendant at Hampton Inn By HiltonHousekeeping Room Attendant at Hampton Inn By Hilton