Tanisha Hightower
Baltimore,MD
Summary
Punctual, energetic, and conscientious hospitality worker with 10+ years of experience in guest services, cost control, confidential documentation, human resources, and process improvements. Focused on developing and implementing process and quality improvements that reduce costs and increase company revenue. Detail-oriented and flexible in resolving customer concerns and inquiries. Skilled at accurately documenting call details, preparing reports and arranging service. Well-versed in supplying helpful answers and relevant information to keep clients.
Overview
18
18
years of professional experience
Work History
Group Account Coordinator
Baltimore Marriott Inner Harbor at Camden Yards
03.2024 - Current
- Streamline communication between clients and internal teams for a seamless arrival .
- Ensure timely response to client inquiries regarding room nights and special requests regarding their rooms by maintaining open lines of communication through email correspondence or phone calls.
- Utilizing this open communication with clients to review and update rooming lists and its pick-up status. Address concerns, and align on future objectives.
- Escalate issues to appropriate channels as necessary.
- Assisting clients with billing setup in their individual reservations by sending credit card authorization forms through a secured link by Sertifi. Applying provided method of payment to the appropriate reservations and adding instructions or notes per the clients requests.
- Utilizing turned over contracts to review clients specified room types, number of room nights contracted to create reservations. Optimizing a global event management system called CI/TY SFAweb to input contracted information to send over to FSPMS for Master Account setup. Using Marriott Global Source (MGS) to access Group Housing (e-Tools) to build a specific number of rooms and room types for a specified time frame per contracted dates of arrival and check-out.
- Enhanced client satisfaction by effectively managing multiple groups and ensuring accuracy.
- Developed strong relationships with clients to encourage repeat business and referrals.
- Using tools such as Cvent/Passkey to monitor group pick-up and to send booking links to clients.
- Attend weekly resume meetings with department heads and the executive team members to discuss active and upcoming groups. These meetings are to ensure that all pertinent information is communicated to all necessary individuals to ensure a smooth group stay/event.
At Your Service Agent (AYS)
Baltimore Marriott Inner Harbor at Camden Yards
10.2023 - 03.2024
- Demonstrated adaptability by quickly learning new systems, tools, and procedures such as FSPMS and Marriott Global Source. Utilizing these tools to effectively respond to guest issues, requests, and complaints.
- Utilized strong communication skills to effectively address guests concerns and provide solutions that met their needs.
- Assisted guests with inquiries, resolving issues promptly and professionally for improved guests relations.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
Operations Supervisor
Hilton Garden Inn
03.2023 - 09.2023
- Responsible for overseeing the activities of the Front desk department, while occasionally assisting the housekeeping department by inspecting rooms and updating room statuses in OnQ
- Organized and created checklists for the front desk, housekeeping, and restaurant staff to follow to ensure a smoother and more structured shift
- Updated all CLC guest information in OnQ and CLC portal ensuring that all forms of payment were processed and accurately recorded
- Responsible for researching, collecting and recording information on payment dispute claims made by guests
- Actively worked with the front desk staff to ensure all training courses were completed and provided any additional hands on training that was needed
- Responsible for training new agents on the Night Audit process
- Occasionally covered shifts at the front desk
- Including checking guests in and out
- Collecting all forms of payment and updating guest information in OnQ accurately
- Responded to guest requests and complaints by working with the housekeeping and engineering managers
- Assisted the AGM by counting the pantry every end of month and daily monitoring to ensure the pantry was always stocked for guests
- Responsible for keeping cases of waters in back office for guest arrivals
- Created daily updates on front desk activity for the GM through file sharing
- Answered any questions and addressed any concerns
- Occasionally took calls at the front desk to assist with guest reservations
Front Office Manager
Hilton Garden Inn
10.2022 - 03.2023
- Responsible for running daily shift reports
- Managing guest payment and guest requests
- Making sure that all forms of payment are processed and updated before guest arrivals
- Responds to incoming calls (from inside and outside hotel)
- Responsible for cash drops
- This includes entering cash taken by front desk into Profitsage to ensure accurate end of month revenue
- Provided OnQ training of front desk agents
- Including introducing them to SOP’s, file sharing, performing night audit and applying guest benefits
- Responding to guest assistance cases
- Including the opening of and closing them
- Organized and created shift checklists to better run a smoother and more structured shift
- Coordinated with the sales team to manage and accommodate arriving/departing groups, VIPs, and long term/repeat guests
- This includes creating rooming lists, coordinating with both engineering and housekeeping managers to ensure rooms were cleaned and maintenance was up to date
- Ensuring every Hilton Honors Gold and Diamond members had applied benefits for a smooth check in
- Updating all guest profiles and using OnQ Software and generating receipts upon guest request
- Ordering of supplies
- Such as pantry items keys and key packets
- Along with front office supplies
- Held monthly front office meetings which included creating and organizing spreadsheets to go over with staff
- Monitoring and following up with front office agents
- Ensuring all training tasks assigned were completed and answered any following questions or concerns
- Created step-by-step visual templates for agents to follow while creating third party reservations
- Responsible for Advanced Purchase reservations
- Ensuring all receipts are setup and processed before arrival date
Front Office Supervisor
Hilton Garden Inn
08.2021 - 10.2022
- Responsible for running daily shift reports
- Managing guest payments and guest requests
- Ensuring a satisfactory check in and check out process for all guests
- Responsible for the input of all third-party reservations and transactions
- Responds to all incoming calls (from inside and outside hotel)
- Counting bank tils before starting the shift at front desk and ensuring accuracy
- Training of new front desk agents
- Including introducing them to SOP’s, file sharing, performing night audit, and applying guest benefits
- Responding to guest assistance cases
- Including the opening of and closing them
- Assisting the Front Office Manager in organizing and creating shift checklists to better run a smoother and more structured shift
- Coordinated with the sales team to manage and accommodate arriving/departing groups, VIPs, and long term/repeat guests
- This included creating and distributing gift bags, creating rooming lists, coordinating with both engineering and housekeeping managers to ensure rooms were cleaned and maintenance was up to date
- Issuing included breakfast vouchers, business cards, pre-keyed rooms, and any important information given to the hotel by group’s contact
- Ensuring every Hilton Honors Gold and Diamond members had applied benefits for a smooth check in
- Updating all guest profiles and using OnQ Software and generating receipts upon guest request
- Making sure all guests are informed of all property amenities and locations
- Along with front office supplies
- Assisting with front office meetings by creating and organizing spreadsheets to go over with staff
- Monitoring and following up with front office agents
- Ensuring all training tasks assigned were completed and answered any following questions or concerns
- Responsible for Advanced Purchase reservations
- Ensuring all receipts are setup and processed before arrival date
Finance Assistant/ Unarmed Security Officer
CSPS, LLC.
10.2020 - 05.2021
- Created invoices for payment processing and reconciled payments per contract using QuickBooks financial software
- Processed payroll and child support payments to ensure all documents were given in a prompt manner
- Worked effectively and efficiently on Officer Reports to ensure all officers were recording and documenting all on-site situations and or incidents
- Twice a week I reported to the field to obtain the officers status reports from the site managers/supervisors on all Cobra Strike Protective Services officers
- Reported all information given, back to the Chief of staff at the weekly Corporate staff meetings
- Occasionally aided with inputting new employees’ and updating current employees’ information in the system
- Held post at contracted site (unarmed) three times monthly
Engineer Coordinator
The LINE Hotel DC
02.2018 - 04.2020
- Attended multiple daily supervisor meetings to discuss hotel operations; I often coordinated with other department heads to create work order tickets for the engineers
- I was responsible for responding to daily emails whether from third party contractors and companies, general manager, front desk managers, and or restaurant(s) managers to ensure all information was received, recorded, and filed accordingly
- I helped clean and organize the engineering shop so that all tools were easily accessible and stored properly
- Alerted Chief Engineer/Engineers of upcoming sales/hotel events and promotions
- I was responsible for inventory tracking and ordering supplies for the engineers and contractors
- Ordering uniforms
- Organized and filed invoice payments as well as employee records regarding the engineering department
- Handled all customer/ guest related issues in a gracious manner and in accordance with company policies
- Composed weekly schedule for the engineering department and ensured we met hours given
- Answered the phone and responded to voicemails
- Prepared and participated in Creative Department project design reviews
- Accurately documented project hours and expenses in detail
- Monitored internal financial budgets to measure against projections
- Planned, scheduled and coordinated detailed design phases of large-scale Sales projects
- Partnered with Head of Security on safety projects to offer continual engineering ability for safe and exact project results
- Organized specification set-up and drawing coordination, research and use of best practice documents
- Surveyed sites collected measurements and assessed project conditions
- Researched and analyzed customer design proposals, specifications, manuals and other data
- Coached and supervised work of engineers, including oversight of painting, banner placements and event décor
- Supported prompt and correct oral and drafted technical reports of engineering activities
Front Desk Agent/ Night Auditor
Homewood Suites by Hilton
09.2017 - 10.2019
- Monitored reservations to track incoming parties and special events
- Reserved guest rooms over phone, in person and via computer for travelers and supplied confirmations
- Confirmed transactional data by verifying name and payment information and clearly communicated costs and fees to guests
- I then processed payments using OnQ PM software and provided customers with receipts and proper bills and change
- Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs
- Explained and pointed out property details to guests, including dining areas, pool, spa and fitness center
- Arranged special accommodations for guests that would make them feel welcomed and At-Home
- Aided other hotel personnel in various capacities to ensure all guests were comfortable and all requests were met including handling purchases at gift shop
- Facilitated front desk operations during busy high-volume traffic
- I pleasantly greeted every guest approaching front desk always maintaining an upbeat demeanor
- Collaborated with housekeeping and maintenance staff to address and mitigate hotel issues
- Promoted loyalty by signing customers up for HH Honors rewards program and encouraged repeat stays through exceptional service
- Completed end-of-day reporting and balanced registers to support till accuracy
- Posted room charges such as food and telephone calls based on individual customer actions
Guest Service Agent/ Night Laundry
Extended Stay America
05.2015 - 06.2017
- Greeted arriving guests to provide assistance and facilitate check-ins
- Managed guest reservations and payments
- Generated reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage
- Shared key information regarding the hotel to guests, including details about the pool and hotel amenities
- Resolved guest challenges and complaints by applying resourceful and actionable solutions
- Handled guest requests for additional towels, linen, or cooking utensils
- Performed balancing of hotel accounts at the end of the day
- Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to my direct supervisor
- Loaded and unloaded washers and dryers, observing correct operating instructions
- Moved loads between different types of machines, including computer-operated models to complete laundry loads
- Applied specific treatments to handle different types of stains
- Unloaded and folded clean laundry from dryers and stored in housekeeping closets
Education
High School Diploma -
Eleanor Roosevelt High School
Greenbelt, MD05.2001
Skills
- Leadership
- Active listening skills
- Critical Thinking
- Communication
- Excel
- Office Pro
- Excellent phone etiquette
- Time and Priority Management
- Multi-line phone skills
- Conflict Resolution
- Employee relations
- POS
- Project management
- Business operations
- Team management
- Customer service
- Administrative support
- Organization
- Inventory management
- Project organization
- MS Office
- Planning and coordination
- Problem resolution
- Invoice generation
Activities
- Rated highly on guest surveys due to professionalism, exceptional service and quick response times.
- Employee of the month
- Team Lead
- Hilton Honors Champion (x8)
Timeline
Group Account Coordinator
Baltimore Marriott Inner Harbor at Camden Yards
03.2024 - Current
At Your Service Agent (AYS)
Baltimore Marriott Inner Harbor at Camden Yards
10.2023 - 03.2024
Operations Supervisor
Hilton Garden Inn
03.2023 - 09.2023
Front Office Manager
Hilton Garden Inn
10.2022 - 03.2023
Front Office Supervisor
Hilton Garden Inn
08.2021 - 10.2022
Finance Assistant/ Unarmed Security Officer
CSPS, LLC.
10.2020 - 05.2021
Engineer Coordinator
The LINE Hotel DC
02.2018 - 04.2020
Front Desk Agent/ Night Auditor
Homewood Suites by Hilton
09.2017 - 10.2019
Guest Service Agent/ Night Laundry
Extended Stay America
05.2015 - 06.2017
High School Diploma -
Eleanor Roosevelt High School
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