Shirley Jackson
Jessup,MD
Summary
Versatile Front Desk Supervisor adept at managing guest expectations, hotel reputation and business needs. Effective multitasker and clear communicator with 10+ years in hospitality industry. Experience managing front desk team of guest service specialists. Talented Front Desk Supervisor versed in solving range of daily issues with efficient and professional attitude. Adapts easily to changing demands and learns new information quickly. Accomplished leader and team manager.
Overview
12
12
years of professional experience
Work History
Front Desk Supervisor
Sonesta Simply Suites BWI
11.2022 - Current
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
Task Force Operation Manager
Sonesta Select
08.2022 - 10.2022
- Planned, scheduled and supervised work of 4-6 subordinates.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Carried out day-day-day duties accurately and efficiently.
- Worked flexible hours; night, weekend, and holiday shifts.
Guest Service Agent
Sonesta Simply Suites BWI
05.2021 - 08.2022
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Answered guest inquiries and provided information regarding hotel services and amenities.
Front Desk Agent
Marriott
09.2018 - 03.2020
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
Guest Service Agent
Marriott Courtyard Dupont Circle
11.2016 - 09.2018
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Answered guest inquiries and provided information regarding hotel services and amenities.
Front Desk Agent
Red Roof Inn
01.2015 - 10.2016
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Administration Assistant
Johnson Controls, Inc.
10.2012 - 01.2015
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Scheduled office meetings and client appointments for staff teams.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
Education
High School Diploma -
Atholton High School
Columbia, MD05.1979
Skills
- Staff Training
- Shift Scheduling
- Complimentary Breakfast Coordination
- Multi-Line Phone Systems
- Credit and Cash Payments
- Staff Supervision
- Confirmations and Cancellations
Timeline
Front Desk Supervisor
Sonesta Simply Suites BWI
11.2022 - Current
Task Force Operation Manager
Sonesta Select
08.2022 - 10.2022
Guest Service Agent
Sonesta Simply Suites BWI
05.2021 - 08.2022
Front Desk Agent
Marriott
09.2018 - 03.2020
Guest Service Agent
Marriott Courtyard Dupont Circle
11.2016 - 09.2018
Front Desk Agent
Red Roof Inn
01.2015 - 10.2016
Administration Assistant
Johnson Controls, Inc.
10.2012 - 01.2015
High School Diploma -
Atholton High School
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