Katrina Johnson

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail
• Identify guest reservation needs, determine appropriate room type
• Verify availability of rooms, rates, and discounts
• Explain guaranteed, special rate, and cancellation policies to callers
• Monitor and analyze room inventory utilizing Yield Management to maximize occupancy
• Monitoring group blocks and determining cut-off dates, and rate restrictions Responsible for creating and canceling room reservations
• Oversaw housing plans for Several clients to promote timely transition to permanent housing and appropriate usage of housing subsidies

• Communicate with clients or employees about events and projects
• Work with Executive Sales Team to set up meetings and events
• Book rooms for Groups
• Check-in/ Check-out guests at front desk
• Communicate with Finance teams on budgeting and fund allocation
• Delegating tasks to appropriate team members
• Managing and meeting deadlines
• And coordinating with third-party vendors for products
• Completing reports in Word, Excel, and PowerPoint
• Setting up meeting spaces for meetings and events
• Making travel and restaurant arrangements
• Completing daily cashier deposits
• Paying vendor bills in Peoplesoft.
• Completed bi-weekly payroll for 10 employees

• Support, organize, and attend meetings as well as prepare documentation for managers
• Handle all customer care cases for both Evergreen Hotel and Stone Mountain Inn

Responsible for driving incentives and raising scores for both hotels by monitoring guest issues and providing compensation and assistance to guests, Organize weekly “WIG” meetings with managers to discuss hotel scores

• Provide clerical support for Management by preparing documents and reports daily
• Assist front desk with guest issues, room blocking, and canceling reservations
• Answer phones and communicate with guests to resolve issues, Order office supplies as needed.
• Used software to coordinate meetings, appointments, and tasks for senior executives

• Supported meetings by organizing spaces, preparing documentation, and completing meeting notes
• Handled communications between staff and customers, including producing error-free correspondence and routing all mail, Greeting & welcoming Visitors,.Answer, screen & route incoming calls
• Ordered and maintained office supplies and IT needs
• Scanned data relating to projects including, but not limited to, invoices, contracts, work orders, timeshares, expense reports, etc
• Provided general administrative and clerical support by preparing correspondence, and documents
• Scheduling travel arrangements, accommodations, and organize conference and meeting room bookings
• Assisted in processing, completing, and closing up to 30 claims per day.

• Operate telephone switchboard station to answer telephone calls and Process guest requests for wake up calls
• Advise guest of any messages (e.g., voice mail, mail, faxes) received for them, and send to the room if required
• Log all guest requests or issues into the computer, contact appropriate individual or department, and follow up with guests to ensure their request has been met to their satisfaction
• Provide information to guests about room features, property amenities, and local areas of interest
• Assist guests with accessing the internet
• Report accidents, injuries, and unsafe work conditions to manager.

• Assist in managing revenues received and dispersed including accounts receivable, accounts payable, payroll, audit, General Ledger reporting
• Handled cash functions for the hotel and reconciled all cash dropped at the front desk
• Assist with analyzing financial statements monthly and report any variances to the concerned department heads
• Assist financial Controller with completing the year-end audit process and Review and approve all reconciliation and audit work papers
• Perform follow-up billing and credit collection documentation and inform the Controller of any potential uncollected accounts
• Reviewed all ledger details guest ledger, city ledger, and deposit ledgers to validate proper payment and revenue posting, set up new accounts following established credit policies
• Maintained and ordered office supplies and any other job-related duties as assigned by the Financial controller.

• Answered and directed all external incoming telephone calls following Marriott telephone etiquette
• Took room service orders from guests over the telephone
• Entered orders into Micros system
• Communicated special instructions to the kitchen and expedients
• Handled requests with patience and positively, focusing on meeting individual needs and followed up on open calls to offer additional assistance and close out issues
• Communicated situations where guests are dissatisfied or experiencing a problem and offer the resolution to the Manager on Duty
• Stayed current with all communication channels, including alarm panels, telephones, communication programs, and two-way radios.