Katrina Johnson
Administrative Assistant/Customer Service Specialist
McDonough,MI
Summary
Dynamic professional with extensive experience, excelling in reservation management and customer service. Proven ability to enhance guest satisfaction through effective communication and analytical thinking. Skilled in Microsoft Office Suite and property management systems, consistently optimizing room inventory and achieving high occupancy rates. Adaptable and detail-oriented, committed to delivering exceptional results.
Overview
15
15
years of professional experience
Work History
Group Housing Coordinator
Marriott W Hotel
Downtown
03.2023 - Current
- 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
Administrative Coordinator
Marriott Residence Inn
Buckhead
08.2022 - 03.2023
- 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
- 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
Executive Administrative Assistant
Marriott Evergreen
Stone Mountain
03.2022 - 08.2022
- 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
Front and Back Office Assistant
Marriott St. Regis Hotel
Atlanta
02.2021 - 03.2022
- Handle room changes and upgrades, balance upselling opportunities with guest satisfaction
- Perform all check-in and check-out tasks
- Handle online phone reservations
- Perform administrative tasks such as copying, scanning, and filing of documents
- Monitor and order office supplies
Rooms Controller
Marriott Atlanta Airport
Atlanta
01.2021 - 09.2021
- Assigned rooms and managed the allocation of rooms based on special requests, guest preferences and hotel occupancy
- Worked closely with the housekeeping and front desk departments to track room status updates and ensure all rooms are clean and ready
- Handled room changes and upgrades, also managed room inventory to prevent over-sells
- Was responsible for reservations and room assignments for 12 Airlines, completing all bookings and special requests for each Airline
- Comprised daily reports for managers on the occupancy in the hotel and room pricing
Executive Assistant
Marriott International Corporate Office
Atlanta
02.2020 - 10.2020
- 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
Guest Reception Agent
JW Marriott Buckhead Atlanta
Atlanta
06.2010 - 02.2020
- 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
Education
Associate of Science - Biology
Bryman College
Torrance, CA01.2006
Skills
- Written and verbal communication
- Computer literacy
- Phone etiquette
- Microsoft Office Suite
- Peer review certification
- Prioritization skills
- Lightspeed proficiency
- MARSHA expertise
- Opera Cloud knowledge
- Property management systems (PMS)
- Attention to detail
- Adaptability
- Time management
- Analytical thinking
- Customer service and satisfaction
- Reservation management
- Room inventory analysis
- Data reporting
- Administrative support
- Problem Resolution
- Communication
Timeline
Group Housing Coordinator
Marriott W Hotel
03.2023 - Current
Administrative Coordinator
Marriott Residence Inn
08.2022 - 03.2023
Executive Administrative Assistant
Marriott Evergreen
03.2022 - 08.2022
Front and Back Office Assistant
Marriott St. Regis Hotel
02.2021 - 03.2022
Rooms Controller
Marriott Atlanta Airport
01.2021 - 09.2021
Executive Assistant
Marriott International Corporate Office
02.2020 - 10.2020
Guest Reception Agent
JW Marriott Buckhead Atlanta
06.2010 - 02.2020
Associate of Science - Biology
Bryman College
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