Nathan Johnson
Bolton,NC
Summary
Results-driven Front Office Manager and Customer Service Professional with a proven ability to enhance guest satisfaction, optimize operational efficiency, and lead high-performing teams. Skilled in customer relationship management (CRM), staff training & development, and administrative operations within hospitality, retail, and service industries. Experienced in data entry, financial transactions, and compliance monitoring. Proficient in Hotel Property Management Systems (PMS), Microsoft Office Suite, and Google Workspace. Passionate about leveraging customer insights and operational data to improve service quality and revenue growth.
Overview
4
4
years of professional experience
3
3
Certificates
Work History
Front Office Manager
Holiday Inn Express Leland
01.2023 - Current
- Managed front office operations using OPERA PMS to oversee bookings, billing, and guest profiles
- Increased guest loyalty program enrollments by 40%, surpassing corporate benchmarks through targeted engagement strategies
- Implemented automated reporting tools, reducing manual errors and improving decision-making efficiency
- Trained staff in CRM best practices, data entry accuracy, and customer engagement strategies
- Led cross-functional collaboration with housekeeping, maintenance, and administrative teams to ensure seamless service delivery
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Customer Service Clerk
Harris Teeter
08.2022 - 12.2023
- Delivered personalized customer experiences by leveraging customer data analytics to recommend products and promotions
- Processed over 100+ transactions per shift with speed and accuracy using POS (Point of Sale) systems and digital payment processing tools
- Assisted in onboarding and training new hires, ensuring alignment with customer service KPIs and brand standards
- Spearheaded inventory tracking and loss prevention initiatives, improving stock accuracy by 15%
- Kept front check out area clean and organized for efficient service.
Administrative Assistant
Bolton Safe Haven
06.2021 - 06.2023
- Utilized database management systems to maintain accurate camper records, registrations, and financial transactions
- Streamlined administrative workflows using Microsoft Excel for data analysis and Google Workspace for team collaboration
- Managed internal communications and newsletters, keeping parents informed through targeted digital engagement
- Assisted in staff scheduling, ensuring optimal workforce allocation during peak camp seasons
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Education
Associate of Arts -
Southeastern Community College
Whiteville NC 05.2001 -
Skills
Customer Service & Engagement
CRM (Customer Relationship Management)
Guest relations & professional communication
Customer loyalty program strategies
Operations & Administration
Data entry & database management
Financial transactions & POS systems
Process improvement & compliance monitoring
Technology & Software Proficiency
Awards
- Gold Work Keys Certification, Recognized for advanced workplace readiness skills in critical thinking, communication, and problem-solving.
- Highest Guest Enrollment (2 Quarters), Achieved top CRM performance by driving customer engagement and brand loyalty.
Certification
Heartsaver First Aid CPR AED
Timeline
Heartsaver First Aid CPR AED
12-2024
Front Office Manager
Holiday Inn Express Leland
01.2023 - Current
ServSafe
01-2023
Anti-Money Laundering
09-2022
Customer Service Clerk
Harris Teeter
08.2022 - 12.2023
Administrative Assistant
Bolton Safe Haven
06.2021 - 06.2023
Associate of Arts -
Southeastern Community College
05.2001 -