LaShanyna Pearson
Vicksburg,MS
Overview
10
10
years of professional experience
Work History
Front Office Manager
Holiday Inn Express & Suites
Vicksburg, MS
02.2014 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Coached employees through day-to-day work and complex problems.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Implemented staff training programs, improving employee performance and team cohesion.
- Oversaw guest registration process by verifying personal information accuracy in line with security protocols.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
None - Sociology
Alcorn State University
Lorman, MSSkills
- Effective Multitasking
- Workflow Optimization
- Customer Service
- Customer Relations
- Administrative Skills
- Hospitality services
- Oral and writing communication
- Data Entry
- Records Management
- Reservation Management
- Schedule Management
- Relationship Building
Activities
United Way Volunteer -2021 - Current
References
Kim O'Neal - (601) 415 -0258
Mozella Reed - (601) 529 - 3864
Pamela O'Neal - (601) 415- 3431
Timeline
Front Office Manager
Holiday Inn Express & Suites
02.2014 - Current
None - Sociology
Alcorn State University