MARKALE JACKSON
Portsmouth,VA
Summary
I'm an effective high-energy Front Office Manager with the expectation of one day acquiring the role of a hotel General Manager. I bring significant experience and exceptional customer service skills to the hospitality industry. I'm enthusiastic and always project a personable demeanor with knack for the organization. I'm well-organized, possess strong leadership and planning abilities. I'm extremely motivated to improve operations and control costs to foster operational success at my next property.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Office Manager
Hampton Inn by Hilton
Chesapeake, VA
10.2022 - Current
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Conducted staff performance evaluations to monitor progress and individual skills.
Front Office Manager
Tru by Hilton
McDonough, GA
08.2021 - 08.2022
- Managed all front office functions.
- Interviewed, hired, and trained all new front desk associates.
- Handled guests complaints, settled disputes, and resolved conflicts in a timely manner.
- Monitored office inventory to maintain supply levels.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Worked to exceed our brand services goals through delivery of legendary guest service. We were named Hilton’s Most Improved Guest Experience Award Winner in 2022).
Guest Service Representative
Hampton Inn and Suites – Downtown Historic District
Mobile, AL
07.2015 - 06.2021
- Greeted guests and provided information regarding hotel services, amenities, and local attractions.
- Verified reservations by phone or in person.
- Assisted guests with check-ins and check-outs in a timely manner.
- Provided assistance to guests throughout their stay.
- Organized special requests such as wake up calls, extra pillows, cribs.
- Promoted loyalty programs to encourage repeat business.
- Maintained cleanliness of lobby area and front desk counter.
- Monitored security cameras to ensure safety of customers and staff.
- Handled customer complaints professionally and efficiently.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
Education
Associate of Science - Mass Communication
Bishop State College – Main Campus
Mobile, AL01-2013
Skills
- Oral and Writing Communication
- Operations Management
- Effective Multitasking
- Data Entry
- Inventory Control
- Expense Reporting
- Emergency Preparedness
- Staff Management
- Microsoft Office Suite
- Administrative Skills
- Listening Skills
- Staff Training and Development
- Strong Leadership
- Sales and Marketing
- Financial Reporting
- Guest Relations
- Exceptional Customer Service
- Relationship Building
- Hospitality Services
- Time Management
- Conflict Management
Certification
- Google Information Technology (IT) Support Professional Certificate – Learned how to provide end-to-end customer support, ranging from identifying problems to troubleshooting and debugging. Additionally, received initial familiarization on systems including Linux, Domain Name Systems, Command-Line Interface, and Binary Code.
- Cardiopulmonary resuscitation (CPR) Certified – Able to perform Basic Life Support (BLS), an emergency lifesaving procedure performed when the heart stops beating and can double or triple chances of survival after cardiac arrest.
- Commercial Driver’s License (CDL) Class B – Required to operate any single vehicle that isn’t hitched to a trailer. May drive straight trucks, large buses (city buses, tourist buses, and school buses), segmented buses, box trucks (including delivery trucks and furniture trucks), dump trucks with small trailers.
Languages
English
Professional
References
References available upon request.
Timeline
Front Office Manager
Hampton Inn by Hilton
10.2022 - Current
Front Office Manager
Tru by Hilton
08.2021 - 08.2022
Guest Service Representative
Hampton Inn and Suites – Downtown Historic District
07.2015 - 06.2021
Associate of Science - Mass Communication
Bishop State College – Main Campus
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