Shaquille Johnson
Philadelphia,PA
Summary
Polite and positive front desk ambassador with exceptional etiquette to serve guests. Proficient in assisting with reservations, valuables, and baggage. Easily adaptable to high-pressure, dynamic situations.
Overview
12
12
years of professional experience
Work History
Front Desk Associate
Aloft Hotel
05.2023 - Current
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered guest questions and offered referrals to local points of interest.
- Performed basic daily bookkeeping tasks.
- Maintained clean and organized front desk areas to uphold polished company image.
Assistant Front Office Manager
Motel 6 Hotel
11.2015 - 04.2023
- Manage all aspects of front desk operations for assigned shift.
- Schedule employees to ensure proper coverage.
- Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in according with company policies and procedures.
- Alert management of potentially serious issues.
- Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
- Ensure guests receive prompt, professional attention and are greeted upon arrival.
- Respond appropriately to guest complaints.
- Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
- Communicate to staff any special needs or requests from guests and follow up on execution.
- Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives.
- Manage labor costs and expenses within budget.
- Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
- Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
- Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and company.
- Correct any deficiencies.
- Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
- Promote teamwork and quality service through daily communication and coordination with other departments.
- Key departmental contacts including Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
- Served as manager on duty as required.
- Reduced customer issues by 20-30% with guest surveys and questionnaires following their stay.
Shift Supervisor
CVS
10.2013 - 05.2016
- Responded to customer questions and concerns and resolved promptly with thoughtful solutions to maintain customer satisfaction.
- Enforced company policies and regulations with employees.
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Helped store management meet standards of service and quality in daily operations.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Increased customer satisfaction by 20% through public feedback and surveys
Education
High School Diploma -
Overbook High School
Philadelphia, PA06.2013
Skills
- Registration
- Hospitality services
- POS Transactions
- Service dispatching
- Property management systems
- Information protection
- Auditing
- Team leadership & management
- Time management
- Guest relations
- Staff training and development
- Cross-functional teamwork
Timeline
Front Desk Associate
Aloft Hotel
05.2023 - Current
Assistant Front Office Manager
Motel 6 Hotel
11.2015 - 04.2023
Shift Supervisor
CVS
10.2013 - 05.2016
High School Diploma -
Overbook High School