Shawniqua S. Hutcheson
Allentown,PA
Summary
Adept at leading front desk operations at Embassy Suites, I enhanced guest satisfaction and streamlined check-in processes. My expertise in occupancy analysis and exceptional guest relations skills led to significant improvements in service standards. Mentored staff, effectively boosting team performance and efficiency.
Overview
17
17
years of professional experience
Work History
Front Desk Supervisor
Embassy Suites
Berkeley Heights, NJ
02.2024 - Current
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Created weekly schedules for front desk staff according to business needs.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Provided guidance and mentorship to junior team members in order to help them develop their skills.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Implemented strategies for improving customer service standards across the department.
- Coordinated room assignments, taking into account guest preferences and special requests.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Showed off dining areas, pool, spa, and fitness center to prospective and current guests.
- Welcomed large volume of guests and improved overall customer service.
- Provided concierge services for guests.
- Guided employees in handling difficult or complex problems.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Resolved guest complaints promptly and followed-up to verify restored satisfaction.
- Assisted guests with inquiries and requests.
- Managed customer complaints and rectified issues to complete satisfaction.
- Greeted and welcomed guests in a friendly, professional manner.
PCA
Bright Star Home Health
Bethlehem, PA
03.2022 - 12.2024
- Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Performed minor housekeeping tasks to keep patient areas clean and sanitized.
- Recorded patient conditions and vital signs before and after medical operations.
- Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Performed vital signs monitoring including blood pressure, temperature, pulse rate and respiration rate.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Provided emotional support and companionship to elderly clients experiencing loneliness or depression.
- Provided personal care assistance to elderly and disabled individuals in their homes, including bathing, dressing, grooming, transferring, toileting and feeding.
- Turned and repositioned bedridden patients to prevent bedsores.
- Collaborated with family members and other healthcare professionals to develop individualized care plans for each patient's needs.
- Reminded patients to take prescribed medications or nutritional supplements.
- Planned and served meals and snacks to patients according to prescribed diets.
- Maintained accurate records of client care services provided on a daily basis.
- Prepared meals according to dietary guidelines set forth by the physician or dietitian.
- Managed household duties such as grocery shopping and errand running for clients who are unable to do so themselves.
Direct Support Professional
Direct Care
Emmaus, PA
01.2023 - 01.2024
- Assisted individuals in learning and developing new skills.
- Assisted individuals in development of social skills to become integrated in community.
- Assisted in planning and implementing recreational activities for participants.
- Advocated for disabled individuals to foster communication and self-expression and achieve goals.
- Drove clients to doctors' appointments and social outings.
- Consulted with client care team to continually update care plans.
- Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Transported clients to doctor's appointments and errands.
- Facilitated social interactions between participants and their peers in the community.
- Accompanied individuals on outings to promote independence and integration into the community.
- Assisted with planning and coordination of activities and outings based on individual needs.
- Built strong and trusting rapport with clients and loved ones.
- Developed relationships with families of those receiving services to ensure continuity of care.
- Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
- Accompanied or transported clients to appointments, errands and social activities.
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
Shipping Supervisor
BMS Logistics
Breinigsville, PA
09.2008 - 06.2021
- Coordinated with carriers to schedule pick-up and delivery times for shipments.
- Developed inventory control systems to track incoming and outgoing shipments.
- Investigated lost packages or delayed deliveries with carriers or customers.
- Conducted regular audits of inventory levels stored in warehouses to ensure accuracy.
- Presented and explained work orders to team.
- Tracked and reconciled warehouse inventory, slashing unchecked supply errors.
- Ensured safety protocols were followed when loading and unloading trucks or containers.
- Supervised shipping personnel to ensure efficient and accurate completion of tasks.
- Informed upper management or department heads of items loaded or problems encountered.
- Resolved customer complaints related to shipment discrepancies or delays in a timely manner.
- Maintained records of all outgoing shipments, ensuring that they were accurate and complete.
- Implemented quality assurance processes for verifying accuracy of shipments prior to departure.
- Checked loaded materials compared to work orders for correctness.
- Worked with cross-functional teams to achieve goals.
- Updated and maintained databases with current information.
- Completed day-to-day duties accurately and efficiently.
- Managed inventory and supplies to ensure materials were available when needed.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Operated equipment and machinery according to safety guidelines.
- Recognized by management for providing exceptional customer service.
Education
Doctor of Education - Religious Education
CVMGF Academy
Brooklyn, NY01-2023
Skills
- Reservation management
- Occupancy analysis
- Revenue reporting
- Guest relations
- Concierge services
- Customer service
Housekeeping Skills
- Willing to assist in cleaning rooms
- Helpful in room inspections
- Training experience
Timeline
Front Desk Supervisor
Embassy Suites
02.2024 - Current
Direct Support Professional
Direct Care
01.2023 - 01.2024
PCA
Bright Star Home Health
03.2022 - 12.2024
Shipping Supervisor
BMS Logistics
09.2008 - 06.2021
Doctor of Education - Religious Education
CVMGF Academy