Talesha Johnson
Lockport,Illinois
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Decisive Hotel Operations supervisor equipped to handle range of daily operations needs and emergency situations at properties. Ready for any challenge facing business or customers. Adapts quickly to changing needs and expertly resolves conflicts.
Overview
21
21
years of professional experience
Work History
Hotel Supervisor
Harrah's Casino
Lockport, IL
10.2019 - Current
- Supervised and coordinated daily shift activities of hotel staff, including assigning tasks to team members.
- Ensured compliance with safety standards, quality service and cleanliness standards were met in all areas of the hotel.
- Monitored guest satisfaction levels and took corrective action when necessary to resolve any customer service issues.
- Conducted regular inspections of public areas, guest rooms and back-of-house areas for cleanliness and maintenance needs.
- Provided training and guidance to new employees on proper job duties and responsibilities.
- Maintained accurate records of employee attendance, performance reviews and payroll information.
- Investigated customer complaints in a timely manner and sought resolutions that were satisfactory to both parties.
- Responded promptly to emergency situations or requests from guests or staff members.
- Reviewed financial statements on a monthly basis in order to identify potential cost savings initiatives.
- Organized weekly meetings between department heads in order to discuss progress towards goals set forth by management.
- Handled guest complaints and offered complimentary services for hardship cases. Scheduling for all departments, and payroll.
Food & Beverage Supervisor
Harrahs Casino Joliet
Joliet, IL
10.2016 - 01.2019
- Assisted kitchen staff with preparing meals during peak hours or when personnel shortages occurred.
- Audited cash drawers at the end of each shift to verify accuracy of transactions.
- Ordered supplies from vendors on a regular basis according to established guidelines.
- Monitored dining room activity to ensure promptness of service, cleanliness of tables and overall guest satisfaction levels.
- Analyzed employee feedback surveys to determine areas needing improvement in the dining experience.
- Ensured compliance with local health department regulations regarding food storage, rotation, temperature controls and sanitation standards.
- Resolved customer complaints promptly in a professional manner.
- Trained new hires in proper food handling techniques and safety regulations.
- Managed scheduling of staff in accordance with budget constraints and labor laws.
Lead Barista
Harrahs Casino Joliet
Joliet, IL
07.2008 - 10.2016
- Provided coaching and feedback to staff members regarding performance expectations.
- Ordered supplies, equipment and ingredients as needed.
- Supervised and trained baristas to ensure adherence to company policies and procedures.
- Managed inventory levels by ordering products based on projected needs while maintaining cost-effective practices.
- Maintained accurate records of daily transactions, including cash register operations, sales and inventory levels.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
- Protected customers by regularly cleaning and sanitizing work areas and equipment.
Host and Cashier
Harrah's Casino
Joliet, IL
10.2003 - 05.2008
- Took reservations over phone and in person.
- Assisted servers in seating guests by escorting them to their tables.
- Maintained cleanliness of lobby area, including wiping down tables and chairs.
- Processed payments from customers using a POS system.
- Managed incoming calls during busy shifts.
- Managed dining room layout to maximize efficiency of staff members.
- Greeted guests upon arrival and provided them with menus.
- Contributed to team efforts by accomplishing related tasks as needed.
- Balanced cash drawers at the end of each shift.
- Assisted other departments when needed such as bussing tables or delivering food orders.
- Provided excellent customer service by anticipating customer needs.
- Ensured compliance with health and safety regulations within the restaurant.
- Resolved conflicts between customers when necessary.
Education
High School Diploma -
Joliet West High School
Joliet, IL05-2001
Skills
- Employee Motivation
- Meeting Planning
- Staff Training and Development
- Guest Relations Management
- Guest Experiences
- Staff Supervision
- Employee Development
- Hospitality
- Training and Mentoring
- Cash Handling
- Staff Training
- Employee Scheduling
- Employee Performance Reviews
- Staff Scheduling
Timeline
Hotel Supervisor
Harrah's Casino
10.2019 - Current
Food & Beverage Supervisor
Harrahs Casino Joliet
10.2016 - 01.2019
Lead Barista
Harrahs Casino Joliet
07.2008 - 10.2016
Host and Cashier
Harrah's Casino
10.2003 - 05.2008
High School Diploma -
Joliet West High School
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