MACKENZIE JOHNSON
Franklin,NJ
Summary
Goal-oriented and energetic individual with a talent for motivating people with enthusiasm and encouragement. Hardworking employee with customer service, multitasking, and time management abilities.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
Crystal Springs Resort
Hamburg, NJ
01.2021 - Current
- Checked people in and out of the hotel
- Greet guests
- Assist with issues
- Provide an outgoing personality
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Processed payments accurately and efficiently.
- Resolved customer complaints promptly and courteously.
- Provided information about hotel amenities, services, and local attractions.
- Scheduled reservations for groups and special events.
- Inputted guest information into computer system accurately and securely.
- Verified accuracy of room rates and other charges during check-in process.
- Ensured that all safety regulations were followed according to company standards.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Addressed customer needs in a timely manner.
- Greeted and welcomed guests in a friendly, professional manner.
- Monitored the front desk staff to ensure proper customer service was provided.
- Provided support to guests with check-in and check-out procedures.
Reservations Supervisor
Castle Hill Inn & Resort
Newport , RI
11.2023 - 03.2024
- Developed and implemented new procedures for handling reservations.
- Monitored customer service levels to ensure quality standards were met.
- Conducted regular staff meetings to discuss performance, goals and objectives.
- Coordinated daily activities of the reservations team members.
- Resolved customer complaints in a timely and professional manner.
- Created reports on monthly sales figures and occupancy rates.
- Provided guidance and support to front desk agents when needed.
- Advised customers on hotel services, amenities, rates, availability and packages offered.
- Analyzed booking trends to identify areas for improvement or growth opportunities.
- Assisted with training new employees on the reservation process.
- Reviewed guest profiles for special requests or preferences.
- Prepared weekly forecasts for room availability based on current bookings.
- Responded promptly to emails or phone inquiries about reservations.
- Performed administrative tasks such as filing documents or processing payments.
- Suggested amenities suited to clients' needs.
- Researched and resolved customer issues.
- Maintained confidentiality of customer information in compliance with privacy regulations.
Lead Hostess
Castle Hill Inn & Resort
Newport, RI
04.2023 - 11.2023
- Greeted customers, answered questions about menu items and specials, and provided general information about the restaurant.
- Provided seating arrangements for guests in accordance with occupancy regulations and customer preferences.
- Managed staff by providing training, scheduling shifts, assigning duties, resolving conflicts and taking disciplinary action when necessary.
- Monitored dining room activities to ensure quality service standards were met.
- Performed opening and closing duties such as setting up tables, restocking supplies and cleaning work areas.
- Assisted wait staff with food delivery when necessary.
- Inspected dining room area for cleanliness before each shift began.
- Organized large parties for special events such as birthdays or anniversaries.
- Developed relationships with regular customers to encourage repeat business opportunities.
- Communicated any issues or complaints to management in a timely manner.
- Resolved customer complaints promptly with tactful diplomacy.
- Kept track of attendance records for all hostesses on duty.
- Assigned tasks to other hostesses based on their skill level or experience.
- Verified reservations prior to seating guests.
Live-out Nanny
Individual Family
Buckeye, USA
06.2020 - 10.2020
- Managed daily care and supervision of 4-month-old
- Fed, changed, played with the infant
- Adhered to infants schedule, including naps/sleep and activities
- Partnered with mother working from home to keep the schedule consistent
- Light housekeeping
Front Desk Attendant/Party Host/Court Monitor
Urban Air Adventure Park
04.2019 - 05.2020
- Greet guests
- Check guests in and collect payment
- Answer questions about packages and memberships
- Answer phones
- Supervise activity floor
- Serve food and beverages to party guests
- Clean party rooms
- Host Parties
Live-out Nanny
Litchfield Park, USA
04.2017 - 08.2019
- Adhered to twins schedule including naps/sleep and activities
- Prepared meals for twins
- Fed, bathed, changed, and dressed twins
- Washed dishes and bottles
- Light housekeeping and laundry
- Took twins to the park and swimming
- Helped with potty training
- Administered medications for one of the twins
CHEER COACH
AZ Dynasty
, USA
05.2018 - 04.2019
- Coach 2 teams of cheerleaders
- Answer customer questions at the front desk
- Take payments for classes and merchandise
- Clean the lobby area, bathrooms & gym
- Communicate with parents of athletes about schedule and progress
- Assist other coaches with practices and teams
Education
Bachelors - Behavioral Health
GRAND CANYON UNIVERSITY
11.2024
Phlebotomy
Phlebotomy School of New Jersey
Sparta, NJ10-2024
HIGH SCHOOL DIPLOMA -
MILLENNIUM HIGH SCHOOL
05.2019
Skills
- Certified First Aid
- Guest Relations
- Hospitality services
- Reservations Management
- VIP guest relations
- Guest check-in and check-out
- Cash Management
- Staff Training
- Complaint Management
- Issue Resolution
- Training and mentoring
- POS System Operation
- Listening Skills
- Administrative Skills
- Time Management
- Staff Development
- Concierge support
- Strong leadership
- Effective Planning
- Conflict Management
- Staff Supervision
Activities
All-Star Cheerleader for the past 8 years while keeping my GPA above a 3.0
Certification
- Phlebotomy
Timeline
Reservations Supervisor
Castle Hill Inn & Resort
11.2023 - 03.2024
Lead Hostess
Castle Hill Inn & Resort
04.2023 - 11.2023
Front Desk Supervisor
Crystal Springs Resort
01.2021 - Current
Live-out Nanny
Individual Family
06.2020 - 10.2020
Front Desk Attendant/Party Host/Court Monitor
Urban Air Adventure Park
04.2019 - 05.2020
CHEER COACH
AZ Dynasty
05.2018 - 04.2019
Live-out Nanny
04.2017 - 08.2019
- Phlebotomy
Bachelors - Behavioral Health
GRAND CANYON UNIVERSITY
Phlebotomy
Phlebotomy School of New Jersey
HIGH SCHOOL DIPLOMA -
MILLENNIUM HIGH SCHOOL
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