Tanaya Johnson
Columbus,MS
Summary
Proven track record in enhancing guest experiences and streamlining operations, notably at Hampton Inn & Suites by Hilton. Skilled in reservation management and customer service, I excel in complaint resolution and data entry, boosting satisfaction rates significantly. My adeptness in both interpersonal communication and technical tasks has fostered loyalty and operational efficiency. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members. Highly communicative professional with more than 3 years of expertise as Concierge for high-end hotel chains. Team player provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.
Overview
21
21
years of professional experience
Work History
Guest Service Representative
Hampton Inn & Suites By Hilton
03.2021 - Current
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Answered hotel phones with professionalism and directed calls appropriately.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
Student Research Assistant
Mississippi State Univeristy
08.2022 - 03.2024
- Enhanced research accuracy by diligently collecting and analyzing data from various sources.
- Expanded knowledge base through active participation in conferences, workshops, and seminars relevant to the field of study.
- Assisted in the completion of research projects, conducting literature reviews and gathering relevant information.
- Developed strong analytical skills by utilizing statistical software to analyze large datasets for meaningful insights.
- Managed project deadlines effectively by prioritizing tasks according to urgency and importance.
- Developed strong problem-solving skills through troubleshooting experimental challenges as they arose during the research process.
- Fostered a positive and supportive work environment, collaborating closely with fellow research assistants to achieve collective goals.
- Assisted with training new student researchers on proper laboratory techniques, contributing to overall team productivity.
- Adapted quickly to new areas of focus within the lab or department, demonstrating flexibility in learning new concepts or methods.
- Improved data quality by meticulously reviewing and cleaning datasets before analysis.
- Facilitated communication between researchers and faculty members by regularly updating progress reports and sharing key findings.
- Streamlined data organization by developing efficient spreadsheets and databases for easy access and analysis.
- Conducted thorough experiments following established protocols while accurately documenting results for future reference.
Cook
Texaco Gas Station
03.2022 - 06.2023
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Managed time by organizing and prioritizing kitchen duties to prepare and serve food quickly.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
- Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
- Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
- Reduced food waste significantly by implementing proper portion control and storage techniques.
- Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Enhanced customer satisfaction by consistently delivering high-quality, visually appealing dishes.
- Communicated closely with servers to fully understand special orders for customers.
- Streamlined kitchen operations with effective communication and collaboration among team members.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
- Enhanced teamwork within the kitchen staff by fostering a collaborative environment focused on meeting high standards of quality and efficiency.
- Contributed to positive guest experiences by accommodating special dietary needs and requests.
- Assisted in inventory management and ordering supplies, maintaining adequate stock levels for efficient kitchen operations.
- Supported kitchen staff training and development, leading to increased productivity and efficiency.
- Tasted, smelled, and pierced food with fork to verify sufficient cooking.
- Showcased excellent knife skills for precise cutting and preparation of various ingredients.
- Adhered to recipe guidelines while demonstrating creativity in plating and garnishing dishes for enhanced visual appeal.
- Ensured adherence to dietary restrictions like gluten-free or vegan options without compromising taste or presentation.
- Mentored junior cooks in refining their culinary skills through hands-on guidance during meal preparation processes.
- Improved menu offerings, incorporating seasonal ingredients and innovative cooking methods.
- Continuously updated personal knowledge about ingredient trends, nutritional demands/preferences resulting in well-informed adjustments to recipes.
- Collaborated with the management team to develop new menu items based on customer feedback and preferences.
- Developed relationships with local suppliers to obtain freshest ingredients available.
- Achieved cost efficiency by implementing effective budgeting and resource allocation strategies in the kitchen.
Guest Service Representative
Wingate Hotel
12.2018 - 12.2019
- Handled returns and exchanges professionally, maintaining positive relationships with guests while adhering to company policies.
- Increased guest satisfaction by engaging in friendly conversations and offering personalized recommendations.
- Assisted coworkers when needed in various departments in order to maintain smooth functioning of the store.
- Provided prompt assistance at checkout counters, reducing wait times for guests during peak hours.
- Optimized store operations by assisting with opening or closing procedures as needed.
- Assisted guests with purchases, ensuring accurate transactions and efficient payment processing.
- Maintained a clean and inviting store environment, contributing to a pleasant shopping experience for guests.
- Resolved guest concerns efficiently, ensuring a positive outcome for both the guest and the company.
- Managed high-volume workloads under tight deadlines while maintaining focus on delivering exceptional service to every customer.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Answered hotel phones with professionalism and directed calls appropriately.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Conducted regular inventory audits of guest supplies to ensure adequate stock levels at all times.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Participated actively in staff meetings and contributed to the development of new policies and procedures to improve guest services.
- Utilized property management software proficiently for efficient guest data management and reporting purposes.
Unit Coordinator
North Mississippi Medical Center
03.2013 - 08.2015
- Handled confidential patient information with discretion, adhering to HIPAA regulations to protect privacy rights.
- Trained new Unit Coordinators on unit-specific protocols, contributing to overall team proficiency in delivering exceptional patient care experiences.
- Achieved appropriate patient flow by admitting, transferring and discharging patients in computer system and notifying appropriate personnel of patient status verbally and through signage.
- Managed medical emergencies calmly and effectively while activating appropriate codes according to hospital policy; ensuring prompt response from specialized personnel.
- Identified and facilitated resolution of unit operational problems independently, collaborating with manager to resolve complex problems.
- Coordinated and maintained referral sources related to admissions, discharges, and follow up services to sustain daily census requirements.
- Maintained a clean and organized unit environment, adhering to infection control protocols for optimal patient safety.
- Enhanced unit efficiency by maintaining up-to-date patient information and coordinating interdisciplinary care.
- Collected and analyzed data related to customer service, patient charges and supply utilization.
- Streamlined patient admissions by efficiently managing and organizing medical records.
- Facilitated smooth shift transitions by preparing detailed nursing reports and ensuring complete handover of responsibilities.
- Employed effective communication with patients and families, physicians and other healthcare team members related to patient condition.
- Improved patient satisfaction by addressing inquiries promptly, escalating concerns to relevant staff when necessary.
- Collaborated, communicated and engaged with family and support system to support client healing process.
- Input complete and accurate patient record and identity of physician of record on computer and patient chart to facilitate appropriate routing of patient information to correct physician.
- Identified and coordinated medical, mental health, education and substance abuse intervention and support services for clients.
- Demonstrated adaptability and resilience by providing support during periods of high census or staff shortages, ensuring continuity of care for all patients.
- Assisted in ordering and serving patient meals, transporting patients and performing indirect patient care duties at competent level and according to needs of patient population served.
- Monitored office supply inventory, analyzing usage patterns and requisitioning supplies and equipment as well as maintenance repair services.
- Promoted individual professional growth and development by meeting requirements for mandatory continuing education and skills competency.
- Conducted performance reviews by observing staff on units and providing ongoing formal and informal feedback, direction and assistance.
- Expedited discharge processes by accurately documenting patient progress notes and communicating with appropriate personnel.
- Scheduled patient testing, delivered specimens to lab, received STAT lab results and posted in patient record for access by physicians.
- Prioritized safe care for patients, staff and visitors.
- Coordinated non-clinical and ancillary services of assigned patient care units.
- Coordinated seamless transportation arrangements for patients requiring off-site diagnostic testing or specialty consultations.
- Collaborated with multidisciplinary teams to develop comprehensive care plans for patients, fostering a holistic approach to treatment.
- Boosted communication between healthcare providers with accurate scheduling of patient appointments and procedures.
- Optimized resource allocation by tracking inventory levels, ordering supplies, and managing equipment maintenance schedules.
- Led and directed staff to encourage internal and external customer service through positive interactions within facility and community.
- Received physicians and visitors on unit, identifying, acknowledging and responding to patient, physician and staff needs to meet operational and care needs of parties.
Cashier and Deli Clerk
Wal-Mart Supercenter
11.2003 - 03.2013
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
Education
Master of Science - Sustainable Bioproducts
Mississippi State University
Starkville, MS12.2023
No Degree - Phlebotomy
Itawamba Community College
Fulton, MS12.2023
Bachelor of Arts - Mathematics
University of Mississippi
University, MS08.2015
Bachelor of Arts - Biology
University of Mississippi
University, MS08.2006
Associate of Arts - Biology
Itawamba Community College
Fulton, MS08.2000
Skills
- Customer Service
- Computer Skills
- Guest accommodations
- Detail Oriented
- Guest Relations
- Issue Resolution
- Financial Transactions
- Flexible Schedule
- Payment Processing
- Product Sales
- Data entry proficiency
- Knowledge of local area
- Complaint Handling
- Guest Orientation
- Data Entry
- Food and Beverage Area Setup
- Documentation And Reporting
- Information Protection
- Basic accounting
- Reservation Processing
- First Aid Training
- Data inputting
- Key Management System
- Property Security
- Tourism industry knowledge
- Inventory Monitoring
- Reservation Management System
- Event Information Management
- Services and Amenities Promotion
- Hotel software expertise
- Emergency Response
- Report Preparation
- Event Planning
- Reservation Management
- Clear Communication
- Guest experiences
- Social media networking
- Office Support
- Training and mentoring
- Calendar and Scheduling Software
- Office streamlining
- Reservation coordination
- Meeting Organization
- Vendor interaction
- Management interaction
- Reservations Management
- Dining Recommendations
- Item Pickup and Delivery
Timeline
Student Research Assistant
Mississippi State Univeristy
08.2022 - 03.2024
Cook
Texaco Gas Station
03.2022 - 06.2023
Guest Service Representative
Hampton Inn & Suites By Hilton
03.2021 - Current
Guest Service Representative
Wingate Hotel
12.2018 - 12.2019
Unit Coordinator
North Mississippi Medical Center
03.2013 - 08.2015
Cashier and Deli Clerk
Wal-Mart Supercenter
11.2003 - 03.2013
Master of Science - Sustainable Bioproducts
Mississippi State University
No Degree - Phlebotomy
Itawamba Community College
Bachelor of Arts - Mathematics
University of Mississippi
Bachelor of Arts - Biology
University of Mississippi
Associate of Arts - Biology
Itawamba Community College
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