Shatima John
Summary
Seasoned Guest Relations Manager with outstanding resourcefulness and creative problem-solving abilities. Versed in customer, employee and management communications with innate relationship and rapport cultivating strengths. Attentive and personable Assistant General Manager bringing years of administrative support experience in various office environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Front Office Manager/Assistant General Manager of Operations
Home 2 Suite Hotel/Tru By Hilton And Hampton Inn
2022.11 - 2023.09
- Optimized office schedule to balance team workloads, group productivity and financial targets.
- Demonstrated strong cost management skills by consistently staying below 50% budgeted costs, resulting in significant savings for the company.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Reported to senior management on organizational performance and progress toward goals.
- Completed bi-weekly payroll for 50+ employees.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Guest Service Manager
Vista Host Hotel Management
2018.08 - 2023.06
- Attended to customer needs, responding to questions, complaints and escalations.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Monitored staff training, scheduling and shift changes.
- Understood and implemented safety and emergency procedures.
- Implemented successful strategies to increase customer satisfaction.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
Front Office Manager
Vista Host Hotel Management
2022.08 - 2022.11
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Created, prepared, and delivered reports to various departments.
- Delivered performance reviews, recommending additional training or advancements.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Guest Service Representative
Residence Inn Marriott
2016.06 - 2018.09
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
- Created welcoming and comfortable environment for guests.
Education
No Degree - Liberal Arts And General Studies
Monroe Community College
Rochester, NY09.2015
Associate of Arts - Acting For Film And Television
New York Film Academy, New York
New York, NY06.2012
High School Diploma -
Arcadia High School
Rochester, NY06.2010
Skills
- Proposal Writing
- Operational Support
- Credit and Collections
- Customer Service
- Workflow Optimization
- Budgeting
- Billing and Invoicing
- Payroll Administration
- Financial Reporting
- Performance Monitoring
- Inventory Control
- Microsoft Office
- Office Management Software
Certification
- Hospitality and Tourism Management
- WoW Award For Outstanding Guest Services
- Employee of the Month 7x
REFRENCES
Taylor Wauhob
General Manager
760-964-0155
Brandon Philpart
General Manager
954-554-2424
Angela Ingraham
Housekeeping Executive Manager
954-483-4145
Timeline
Front Office Manager/Assistant General Manager of Operations
Home 2 Suite Hotel/Tru By Hilton And Hampton Inn
2022.11 - 2023.09
Front Office Manager
Vista Host Hotel Management
2022.08 - 2022.11
Guest Service Manager
Vista Host Hotel Management
2018.08 - 2023.06
Guest Service Representative
Residence Inn Marriott
2016.06 - 2018.09
No Degree - Liberal Arts And General Studies
Monroe Community College
Associate of Arts - Acting For Film And Television
New York Film Academy, New York
High School Diploma -
Arcadia High School
- Hospitality and Tourism Management
- WoW Award For Outstanding Guest Services
- Employee of the Month 7x
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