LaToya Gibson
Summary
Driven Rooms Division Manager with 24 years of experience in hospitality. I have the ability to obtain information and develop quickly. Excellent communication skills, very efficient, detailed-oriented, and highly organized. I'm dependable and self-motivated with a strong desire to learn and succeed. Quick learner, Strong client relations, Service-oriented, Adaptability and responsiveness, Courteous and helpful, Organized, Efficient multi-tasker, Staff training/development. Extensive understanding of leadership and team supervision. Dedicated to holding employees to excellent standards of customer service and maintaining relationships with guests.
Overview
25
25
years of professional experience
Work History
Director of Rooms
Doubletree By Hilton
10.2021 - Current
- Issued supplies and equipment to employees, regularly checking inventories to meet demand and support successful operations.
- Provided training and oversight for large temporary workforce, implementing standardized professional development opportunities and thoughtful leadership protocol to maximize productivity and employee satisfaction.
- Oversaw hotel administrative processes, training staff and monitoring budgets for proper planning, compliance and organization.
- Trained new employees on standards and hotel procedures.
- Upheld high standards for customer service and led by example.
- Inspected rooms for damages and sufficient housekeeping practices.
- Reviewed housekeeping supply charts and inventories.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
Group Sales Manager
Doubletree By Hilton
12.2015 - 11.2018
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Organized promotional events and interacted with community to increase sales volume.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Drove sales by developing multi-million dollar contract sales.
Front Office Manager
Crowne Plaza Jacksonville-Riverfont
10.2012 - 12.2015
- Manage a multitude of tasks contributing to the daily operation of the front office
- Provided a weekly forecast to all department heads to help labor cost and prepare their departments for scheduling
- Responsible for all brand training and motivation of all front office team members
- Assist group sales manager with repeat groups on billing and room assignments
- Maintained a steady 85-90% score for front office areas including check-ins, checkouts, and accuracy of bill
- Consistently work with front office team to continually provide guidance and support in problem solving skills
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Assistant General Manager
Homewood Suites by Hilton
12.2003 - 10.2012
- Perform daily clerical functions which include handling phones, typing, filing, and most importantproviding great customer service skills
- Maintain all scheduling for two departments
- Place orders for all hotel supplies
- Support fellow managers in their departments including praise, recognition, and also discipline
- Maintain all AR accounts Process accounts payables and payroll time sheets Great motivator and teambuilder Excellent in resolving guest request and concerns
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly andefficiently
- Communicated with vendors regarding back order availability, future inventory and special orders.
Front Desk Supervisor
04.1999 - 11.2003
Education
High School Diploma - Statistics
First Coast High School
Jacksonville, FL05.2000
Skills
- WORK HISTORY
- Hampton Inn Jacksonville Airport – Jacksonville, Fl
- Executed training programs
- Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette
- Made and confirmed reservations
- Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers
- Computed bills, collected payments and made change for guests
- Certified Food Safety Manager, Controlling Alcohol Risk, CPR, & ADA Trained
- Adaptability
- Time management
- Delegation skills
- Customer service
- Quality assurance
- Team leadership
- Conflict resolution
- Attention to detail
- Property Management Systems Knowledge
- Work Planning and Prioritization
Timeline
Director of Rooms
Doubletree By Hilton
10.2021 - Current
Group Sales Manager
Doubletree By Hilton
12.2015 - 11.2018
Front Office Manager
Crowne Plaza Jacksonville-Riverfont
10.2012 - 12.2015
Assistant General Manager
Homewood Suites by Hilton
12.2003 - 10.2012
Front Desk Supervisor
04.1999 - 11.2003
High School Diploma - Statistics
First Coast High School
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