Nora Johnson
Bayonne,NJ
Overview
25
25
years of professional experience
Work History
FRONT OFFICE MANAGER
Sheraton
- Conducted, reviewed and administered employees performance reviews, corrective actions, actions plans and day to day performance updates on performance.
- Involved in the talent acquisition process, new hire onboarding efforts, and continuous coaching, mentoring, the team members’ learning and development through observations and constructive critiques.
- Proactively and genuinely provided morale support to team members on a daily basis to ensure highest performance is achieved in agreement to individual's Action Plan commitment.
- ACCOUNTING
- Consistently monitored and reconciled A/R Aging accounts not to exceed 30 Day period.
- Responded and minimized the hotel’s accommodations “charge backs” by ensuring front office team followed proper credit card authorization process and verifications.
- Provided best practices to the front office team to minimize administrative errors/oversights during check in/departures or reservations deposits.
- Ensure Groups and Transient guests’ billing and invoices for accurate processing in accordance to Contract and accounting standard operating procedures.
GUESTS RELATIONS / OPERATIONS MANAGEMENT
Sheraton
- Increased the Guests Experience Index monthly scores by reviewing operational and the guest services challenges utilizing various channels of communication such as: internal Guests Experience Surveys/Matrix Reports, Social Media sites and proactively connecting with the guests on property.
- Successfully lead the “WOW Factor Experience” initiatives with the Front Office team that resulted in memorable experiences, guests’ loyalty and brand recognition.
- Coordinated, managed, and inspected Out of Order/Service and Preventive Maintenance room inventory with the Executive Management Operations team.
- SOCIAL MEDIA
- Analyzed and responded to guests’ reviews and comments via Sheraton, Trip Advisor and other websites in a diplomatic and positive manner representing the brand Conducted, reviewed and administered employees performance reviews, corrective actions, actions plans and day to day performance updates on performance.
- Involved in the talent acquisition process, new hire onboarding efforts, and continuous coaching, mentoring, the team members’ learning and development through observations and constructive critiques.
- Proactively and genuinely provided morale support to team members on a daily basis to ensure highest performance is achieved in agreement to individual's Action Plan commitment.
- And property favorably.
- Responded accordingly to all internal Guest Services Surveys in order to continuously build relationships, maintain brand loyalty and improvement of operational best practices.
SENIOR SALES MANAGER
Aloft Brooklyn / Starwood Hotels and Resorts
Brooklyn Heights, NY
07.2016 - Current
- Generate timely sales reports and prepare budget.
- Facilitated and organized Pre and Post Conference Meetings with arriving groups to discuss Contractual Logistics that resulted in seamless execution of the groups’ Concessions and Hotel Riders.
- Responsible in developing and maintaining action plans/strategies to generate revenues to the hotel
- Continuously exceeds given personal sales goals.
- Prepare Marketing plan.
- Responsible for Corporate, Smerrf, Government and Association group bookings.
SENIOR GROUP SALES COORDINATOR /SALES EXECUTIVE
Sheraton Brooklyn Hotel / Starwood Hotels and Resorts
Brooklyn Heights, NY
06.2014 - Current
- Consistently supported the Sales and Marketing Sales Executives by providing sales support with prospecting, Site Inspections, Calendar, Travel and Expense Management and Client Relationship building.
- Effectively provided Venue Marketing Research, Entertainment Calendar of Events management, Rooms Inventory and Production Reports and other assigned projects.
- Facilitated and organized Pre and Post Conference Meetings with arriving groups to discuss Contractual Logistics that resulted in seamless execution of the groups’ Concessions and Hotel Riders.
- Credited for increasing the awareness and communication of the hotel groups within the Sales and Operations Teams by creating transparencies in the Group Resumes Packets.
SENIOR FRONT OFFICE MANAGER
Sheraton Brooklyn Hotel / Starwood Hotels and Resorts
Brooklyn Heights, NY
05.2010 - 06.2014
- Increased property’s Starwood Brand Scores by reviewing the Star Guests reports to identify deficiencies, breakdown in services, technical and operational challenges.
- Participated in the Internal Brand Standards Audit efforts and Action Plans to ensure Brand Compliance in all departments.
- Successfully mentored the Front Office team to execute Brand Standards utilizing the Starwood guests’ preferences efforts during the guests’ interactions and day-to -day operations.
- Ownership of reviewing and presenting Guests Experience Index reports to the Executive management and departments team members while highlighting on achievements, areas of improvement, strengths and opportunities to consistently achieve brand goals.
- PAYROLL & HUMAN RESOURCES ADMINSTRATION
- Compile, process and managed employees’ payroll, time paid off, vacation paid, FMLA and other State and Federal Regulations administrative guidelines.
- Assured and enforced Company’s Talent Acquisitions, Recruitment and Onboarding policies to ensure compliance with all Federal and State Fair Employment Laws and Regulations
FRONT OFFICE MANAGER
Holiday Inn
Fort Lee, NJ
10.2001 - 02.2010
- Managed and oversee the Front Office operations and Brand Awareness efforts amongst the Front Office, Operations and Sales and Marketing teams.
- Collaboratively streamlined and enforced Action Plans, Best Practices and Strategies with General Management and Corporate Office. Solid experience in Front office including Front Desk, Night Audit, PBX and reservations
- Certified Brand Champion for guest services
- Ensured guests are provided with friendly, courteous and attentive service at all times
- Identified, developed and initiated all actions necessary and appropriate to achieve desired service goals
- Ensured daily business revenue goals
- Increased cost efficiencies for the hotel and ownership.
Education
B.S. - Business Management
St. Vincent University
West Indies01-1990
Skills
- Computer Skills: MS Office Suites /Microsoft Word, Excel, PowerPoint, Outlook, and Social Media
- Hotel Operating Systems: OPERA, Lightspeed / Galaxy StarwoodONE, SYNIXS, ESPRESS, HOTSOS & go concierge
HOTEL TRAINING
- Real Hospitality Sales Management Training May 2019
- Social Media Ambassador- Starwood Hotels and Resorts August 2015
- Welcome & Branding Training – Starwood Hotels and Resorts June 2013
- Service Culture Training – Starwood Hotels and Resorts June 2013
Timeline
SENIOR SALES MANAGER
Aloft Brooklyn / Starwood Hotels and Resorts
07.2016 - Current
SENIOR GROUP SALES COORDINATOR /SALES EXECUTIVE
Sheraton Brooklyn Hotel / Starwood Hotels and Resorts
06.2014 - Current
SENIOR FRONT OFFICE MANAGER
Sheraton Brooklyn Hotel / Starwood Hotels and Resorts
05.2010 - 06.2014
FRONT OFFICE MANAGER
Holiday Inn
10.2001 - 02.2010
FRONT OFFICE MANAGER
Sheraton
GUESTS RELATIONS / OPERATIONS MANAGEMENT
Sheraton
B.S. - Business Management
St. Vincent University