Tanisha Thompson
Key West,FL
Summary
Experienced service-oriented professional with more than 11 years in the hospitality industry, encompassing diverse leadership roles. Demonstrates strong administrative acumen, exceptional communication prowess, and effective leadership capabilities. Proficient in problem-solving, adeptly analyzing situations to identify potential challenges and implementing necessary modifications for optimal outcomes.
Overview
13
13
years of professional experience
Work History
Front Office Manager/Operations Manager/Acting General Manager
Simonton Court Historic Inn and Cottages
08.2021 - Current
- Managing overall operations, from front office to strategic business operations, ensuring efficiency and customer/guest satisfaction.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Coached employees through day-to-day work and complex problems.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Guest Service Agent & Concierge
H2O Suites and Santa Maria Suites
07.2020 - 08.2021
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Collected room deposits, fees, and payments.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Maintained consistent positive customer feedback.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Provided guest assistance and recommendations for tourist attractions.
MOD/Night Auditor/AYS Agent
Key West Marriott Beachside Hotel
06.2019 - 07.2020
- Looked over pending check-ins and payment processes to complete closing procedures.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
Front Office Supervisor PM Shift
Hilton Garden Inn
06.2019 - 07.2020
- Coached employees through day-to-day work and complex problems.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Dispersed petty cash to employees and collected and managed receipts.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
Call Center/Office Administrator
River University
01.2017 - 01.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Motel Manager
Seashell Motel and Key West Hostel
06.2015 - 12.2016
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
- Increased customer service ratings through personable service.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Analyzed and evaluated business data to identify opportunities for improvement.
Guest Agent/PM Supervisor
Best Western
01.2012 - 06.2015
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Verified and improved quality standards by analyzing customer service metrics.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Developed procedures to establish accurate and organized check-in and check-out processes.
Education
Bachelor's degree in Business Administration -
University of Technology
Kingston, JamaicaSkills
- Payroll Administration: Proficient in overseeing payroll processes, ensuring accuracy and compliance with company policies
- Strategic Planning: Experienced in developing and implementing strategic initiatives to achieve organizational goals
- Team Management: Skilled in leading and motivating teams to enhance productivity and achieve objectives
- Problem Solving: Strong ability to analyze issues, identify solutions, and implement effective resolutions
- Analytical Ability: Capable of gathering and interpreting data to make informed decisions and recommendations
- Leadership: Demonstrated leadership qualities with a focus on fostering teamwork and achieving results
- Excellent Communication: Effective verbal and written communication skills, adept at conveying complex information clearly and professionally
- Time Management: Proven ability to prioritize tasks, meet deadlines, and manage time efficiently
- Dependability: Reliable and accountable, consistently delivering high-quality work and meeting commitments
- Empathy: Demonstrates sensitivity and understanding towards others' perspectives and needs
- Adaptability: Flexible and adaptable in changing environments, quickly adjusting to new circumstances and challenges
- Organizational Skills: Strong ability to prioritize tasks, manage time effectively, and maintain order in work processes
- Multitasking: Proven capacity to handle multiple responsibilities simultaneously while maintaining attention to detail and quality of work
- Proposal Writing
- Oral and writing communication
- Workflow Coordination
- Property Management Systems
- Reservation Management
- Financial Reporting
- Payroll and budgeting
References
Available upon request
Hobbies and Interests
Enthusiastic traveler with a passion for exploring diverse cultures and landscapes. Avid reader committed to continuous learning and personal development. Dedicated to volunteering and community service as a passionate pursuit outside of professional endeavors.
Timeline
Front Office Manager/Operations Manager/Acting General Manager
Simonton Court Historic Inn and Cottages
08.2021 - Current
Guest Service Agent & Concierge
H2O Suites and Santa Maria Suites
07.2020 - 08.2021
MOD/Night Auditor/AYS Agent
Key West Marriott Beachside Hotel
06.2019 - 07.2020
Front Office Supervisor PM Shift
Hilton Garden Inn
06.2019 - 07.2020
Call Center/Office Administrator
River University
01.2017 - 01.2019
Motel Manager
Seashell Motel and Key West Hostel
06.2015 - 12.2016
Guest Agent/PM Supervisor
Best Western
01.2012 - 06.2015
Bachelor's degree in Business Administration -
University of Technology
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