Justin Thompson

• Supported clients in developing goals and social skills, improving individual wellness and productivity using person centered approach.
• Became strong advocate for mental health and IDD reform.
• Assisted in implementation of community support services in alignment with needs.
• Coordinated programs and activities for residents to facilitate group outings.
• Oversaw staff development through in-service trainings, and other learning opportunities.
• Planned and hosted on- and off-center community service activities.

• Provided responses to guest reviews on TripAdvisor, Booking.com and other websites within 48 hours
• Created lasting relationships with guests that built loyalty and drive hotel revenue
• Resolved issues in a timely and professional manner with knowledgeable and friendly service
• Followed company security and check-in policies and procedures and reported suspicious activity to the general manager
• Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns
• Coached and counseled employees to enhance performance and eliminate process lags
• Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all staff
• Managed all scheduling and payroll for team of 10 staff
• Utilized active listening skills to quickly resolve problems and escalated larger issues to the General Manager

• Created and updated manual for service excellence and front office staff
• Dispersed petty cash to employees and collected and managed receipts
• Troubleshoot online computer systems for front office staff
• Maintained account records
• Resolved issues in a timely and professional manner with knowledgeable and friendly service
• Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands
• Evaluated employee job performance and motivated staff to improve productivity

• Reviewed account information and charges with guests during check-out.
• Resolved service-related problems in a timely manner.
• Verified that personal and payment information on guest accounts was accurate and complete.
• Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
• Maintained transaction security checking payment cards against identification.
• Assisted other hotel personnel in various capacities including overseeing entire Hotel when manager was unavailable during business hours including overnights.
• Oversaw fast-paced front desk operations at busy 1400 room facility with as many as 2500 nightly guests.

Working hand in hand with customers ensuring they receive the proper customer service and all special orders where delivered to customers correctly within a timely manner. Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events. Built long-term customer relationships and advised customers on purchases and promotions. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

I passed on my skills by peer to peer coaching new and previous hires teaching them positive ways to make the best shopping experience. On January of 2012 I became Gap Outlet' s store #7959 community leader and helped restore Gap Inc's relationship with the City of Gainesville.

• Provided ongoing customer service, including giving fashion advice
• Trained new cashiers on procedures, customer service and sales techniques
• Relationship with the Cooke County Texas area