MICHAEL JONES
GRIMESLAND,NC
Summary
Ambitious customer sales and service professional with excellent people skills seeks a career growth opportunity with a solid organization for the long-term. Dependable, organized fast learner who goes the extra mile to learn new skills and deliver quality results. Self-motivated professional highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere. Adaptable Front Office Assistant dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information and completing quick check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers. Hardworking professional with experience assisting visitors by responding to requests and finding appropriate solution to issues. Demonstrated positive attitude to adapt to any situation. Strong attention to detail along with terrific telephone and email etiquette.
Overview
11
11
years of professional experience
Work History
Front Desk Receptionist/Night Auditor
Quality Inn and Suites
Wilson, NC
01.2013 - 03.2014
- Cross trained new employees
- Stayed current on policies and payment criteria
- Organized weekly sales tracking reports.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Reconciled daily financial transactions against cash receipts at the end of each day's business activity.
- Assisted with scheduling appointments for clients and visitors.
- Greeted customers warmly and made them feel welcome.
- Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
Front Desk Receptionist
Econo Lodge of Greenville
GREENVILLE, NC
04.2015 - 06.2016
- Computed accurate sales prices transactions
- Cashier functions, product assistance
- Interacted with customers and retail buyers to expedite orders.
FRONT DESK RECEPTIONIST/NIGHT AUDITOR
Wingate by Wyndham
GREENVILLE, NC
07.2017 - 08.2018
- Stayed current on hotel policies including booking and payment criteria
- Organized weekly sales tracking reports
- Cross trained new employees
- Respond to general inquiries from guests, staff and clients
- Assisted and resolved customer issues.
- Ensured that all front desk personnel followed established procedures for guest check-in and check-out policies.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Maintained a secure environment for the protection of guests' property and assets.
- Processed guest check-outs, including payment processing and providing receipts.
- Responded to customer inquiries regarding hotel services, reservations, directions.
Front Desk Supervisor
Suburban Extend Stay Hotel
Jacksonville, NC
09.2018 - 06.2019
- Collected room deposits, fees and payments
- Confirmed relevant guest information and payments methods to prevent fraud
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Monitored staff performance and provided feedback when necessary.
- Monitored the front desk staff to ensure proper customer service was provided.
- Developed training plans for new hires or existing employees needing additional instruction in certain areas.
- Created weekly schedules for front desk staff according to business needs.
DIRECTOR OF SALES
WINGATE BY WYNDHAM
- Strategic Sales Planning
- Relationship Management
- Team Leadership and Motivation
- Contract negotiations
- Revenue Generation
- Promotional Activities Implementation
- Competitor Analysis.
FRONT DESK RECEPTIONIST/PM SHIFT SUPERVISOR
HOLIDAY INN BY IHG
- Proven experience in administering front desk operations, including managing check-ins, check-outs, and reservation system
- Ability to handle and resolve guest complaints in a professional and efficient manner
- Provided assistance during guest registration and departure
- Assisted guests with questions and billing issues
- Answered phone calls promptly and knowledgeably, ensuring complete and accurate information
- Conveyed information to guests about local attractions in and around the hotel
- Communicated between all departments regarding relevant issues
- Projected professional image at all times
- Assisted in training new employees
- Greeted customers entering the hotel ascertain what each customer wanted or need
- Fulfilled all responsibilities using strengths in interpersonal and communication skills.
Front Office Manager
Hampton Inn By Hilton
Greenville, NC
03.2024 - Current
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Performed administrative duties such as filing documents, answering phones.
- 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 functioning of operations.
- Ensured compliance with safety regulations and company policies.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
Director of Sales
Hampton Inn By Hilton
Greenville, NC
12.2023 - Current
- Negotiated contracts with vendors, suppliers, distributors and other businesses.
- Performed analysis of customer data to create targeted campaigns for different segments.
- Resolved customer complaints quickly by providing satisfactory solutions or refunds.
- Collaborated with other departments such as marketing, operations and finance in order to ensure successful outcomes from sales initiatives.
- Collaborated closely with other departments on cross-functional projects.
- Implemented effective pricing strategies that increased profits while maintaining customer loyalty.
- Conducted market research to identify new business opportunities.
- Identified, developed and maintained relationships with key customers and partners.
- Developed and implemented sales strategies to maximize revenue growth.
- Reviewed competitors' activities in order to stay ahead of the competition in terms of pricing and promotions.
- Analyzed customer feedback to identify areas for improvement in products and services.
- Provided regular training sessions for staff on sales techniques, product knowledge and customer service standards.
- Attended trade shows, conferences and industry events to promote the company's brand image.
- Managed a team of sales personnel to ensure performance goals were met or exceeded.
- Created detailed reports on sales performance metrics and trends.
- Developed budget plans for marketing campaigns and promotional activities.
- Utilized CRM systems to track leads, manage accounts and monitor competitor activity.
- Analyzed sales statistics to identify areas of improvement and implement corrective actions.
- Conducted market research to identify selling possibilities and evaluate customer needs.
- Managed sales budget and monitored expenses to ensure alignment with financial targets.
- Monitored competitor activities and adjusted strategies to maintain competitive advantage.
- Implemented sales training programs that are aligned with the company's goals and strategies.
- Estimated sales volume and profit for current and new products.
Education
HIGH SCHOOL DIPLOMA -
DH CONLEY HIGH SCHOOL
01.2009
Skills
- Excellent communication and listening skills
- Experienced in customer service surveys
- Marketing & Advertising
- Brand Management
- Hospitality industry experience
- Retail Sales Experience
- Cash handling expertise
- Relationship Builder
- Excellent Training Skills
- Data Entry
- Strategic Sales Planning
- Relationship Management
- Team Leadership and Motivation
- Contract negotiations
- Revenue Generation
- Promotional Activities Implementation
- Competitor Analysis
- Proven experience in administering front desk operations, including managing check-ins, check-outs, and reservation system
- Ability to handle and resolve guest complaints in a professional and efficient manner
- Provided assistance during guest registration and departure
- Assisted guests with questions and billing issues
- Answered phone calls promptly and knowledgeably, ensuring complete and accurate information
- Conveyed information to guests about local attractions in and around the hotel
- Communicated between all departments regarding relevant issues
- Projected professional image at all times
- Assisted in training new employees
- Greeted customers entering the hotel ascertain what each customer wanted or needed
- Fulfilled all responsibilities using strengths in interpersonal and communication skills
- Microsoft Office 2000
- Microsoft Office XP
- Microsoft Office 1997
- Internet Explorer
- MS Excel
- MS Word
- MS FrontPage
- MS Access
- MS Project
- MS SiteServer
- MS Visio
- Outlook Express
- Adobe Photoshop
- Outlook
- PowerPoint
Timeline
Front Office Manager
Hampton Inn By Hilton
03.2024 - Current
Director of Sales
Hampton Inn By Hilton
12.2023 - Current
Front Desk Supervisor
Suburban Extend Stay Hotel
09.2018 - 06.2019
FRONT DESK RECEPTIONIST/NIGHT AUDITOR
Wingate by Wyndham
07.2017 - 08.2018
Front Desk Receptionist
Econo Lodge of Greenville
04.2015 - 06.2016
Front Desk Receptionist/Night Auditor
Quality Inn and Suites
01.2013 - 03.2014
DIRECTOR OF SALES
WINGATE BY WYNDHAM
FRONT DESK RECEPTIONIST/PM SHIFT SUPERVISOR
HOLIDAY INN BY IHG
HIGH SCHOOL DIPLOMA -
DH CONLEY HIGH SCHOOL
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