LaTonya Harper
E. St. Louis ,IL
Summary
Results-driven hospitality professional with experience leading teams, managing daily operations, and coaching staff for strong service performance. Brings expertise in process improvement, compliance, and front office coordination. Ready to support operational growth and stronger financial results.
Overview
1
1
Certification
32
32
years of professional experience
Work History
General Manager
Burger King Corporation
Jennings, MO
08.2023 - 09.2026
- Streamlined processes to enhance operational productivity and reduce waste.
- Motivated team members through leadership and recognition of achievements.
- Managed hiring, training, and coaching of crew and shift leaders.
- Trained staff on best practices to support consistent customer satisfaction.
- Supported daily operations while maintaining compliance with company standards and policies.
Assistant Front Office Manager
River City Casino & Hotel
St Louis, Missouri
12.2023 - 04.2024
- Managed daily front desk activities, resulting in seamless guest check-in and check-out experiences.
- Coordinated front office schedules, improving staff coverage and operational efficiency.
- Encouraged open communication among front office staff, fostering collaboration and teamwork.
- Facilitated team meetings to discuss operational challenges and share best practices.
General Manager
Hampton Inn & Suites By Hilton
Nashville, Tennessee
02.2016 - 12.2022
- Oversaw daily hotel operations, ensuring compliance with standards and enhancing operational efficiency.
- Implemented operational strategies that improved service delivery and guest satisfaction.
- Monitored guest feedback and implemented targeted improvements, increasing guest satisfaction based on reviews and surveys.
- Managed guest complaints to ensure satisfaction and improve service quality. and supported service recovery.
- Developed training programs to enhance staff skills and performance.
- Facilitated the hiring process by sourcing candidates and conducting interviews, onboarding, and performance coaching for crew.
Office Manager
Express Couriers International
Nashville, Tennessee
03.2000 - 02.2016
- Managed daily office operations for courier dispatch and delivery coordination.
- Scheduled staff, routes, and pickup coverage for Express Couriers International.
- Monitored supplies, equipment, and office workflow for efficient courier operations.
- Coordinated shipment records, tracking files, and service documentation.
- Processed invoices, billing records, and account paperwork for courier clients.
- Supported management with correspondence, reports, and office communications.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Procured necessary supplies to ensure operations ran smoothly. and equipment to maintain adequate inventory levels.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
Customer Service Supervisor
CVS Caremark - Metro Center
Nashville, Tennessee
09.1994 - 06.2000
- Address escalated customer complaints to ensure timely and satisfactory resolutions.
- Resolved escalated service issues for Pharmacy Benefit Management members by coordinating with relevant departments.
- Implement strategies to reduce recurring issues and enhance overall customer satisfaction.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Monitored call quality and reinforced CVS Caremark service standards.
- Monitored team metrics to drive high-quality service delivery and improve efficiency.
- Encouraged collaboration among team members to strengthen problem-solving and optimize service delivery.
- Facilitated team meetings to foster open dialogue and disseminate important updates.
Education
High School Diploma -
Venice Sr. High School
Venice IL06-1994
Some College (No Degree) - Business Administration
Tennessee State University
Nashville, TNSkills
- Hotel operations
- Regulatory compliance
- Revenue forecasting
- Budget management
- Vendor coordination
- Hotel management software
Certification
- Pharmacy Tech Certification
- Serve Safe Certified
- TABC Certification
- Class E Drivers License
Timeline
Assistant Front Office Manager
River City Casino & Hotel
12.2023 - 04.2024
General Manager
Burger King Corporation
08.2023 - 09.2026
General Manager
Hampton Inn & Suites By Hilton
02.2016 - 12.2022
Office Manager
Express Couriers International
03.2000 - 02.2016
Customer Service Supervisor
CVS Caremark - Metro Center
09.1994 - 06.2000
High School Diploma -
Venice Sr. High School
Some College (No Degree) - Business Administration
Tennessee State University