Tawana Hano
Panama City Beach,FL
Summary
Results-driven Guest Service Manager with expertise in customer service management and operational oversight. Skilled in conflict resolution, communication, and leadership to enhance guest satisfaction and foster team collaboration. Thrives in fast-paced environments, making strategic decisions that improve guest experiences and drive operational success.
Overview
32
32
years of professional experience
Work History
Guest Service Manager
Scenic Stays
Santa Rosa Beach, Florida
02.2026 - Current
- Coordinated reservations, room assignments, and arrival details through booking systems.
- Managed guest check-ins and check-outs for Scenic Stays vacation properties.
- Resolved guest concerns with clear communication and calm service recovery.
- Supervised front desk operations and daily guest service workflows.
- Trained staff on Scenic Stays service standards and property procedures.
- Collaborated with other departments within the organization to ensure smooth functioning of operations.
Customer Support Specialist
Richards Honda
Baton Rouge, Louisiana
01.2008 - 01.2016
- Answered customer calls for Richards Honda and routed inquiries to proper departments.
- Updated customer records and service notes in Richards Honda databases to ensure accurate and accessible information.
- Acquired and deepened client relationships through proven processes within a dealership environment regulated by Honda Corporation.
- Developed and implemented training processes for new and existing employees, enhancing onboarding experience.
Division Manager
Rummel Properties
Mobile, Alabama
01.2005 - 01.2008
- Oversaw daily operations for five multifamily properties, ensuring optimal performance and tenant satisfaction.
- Supervised staff performance and organized daily workflow across managed properties to enhance service delivery.
- Analyzed budgets, forecasts, and expense reports to inform strategic division planning.
- Supported property division activities for Rummel Properties, including leasing coordination and asset standards.
- Handled vendor contracts and monitored service delivery across properties.
Asset Manager
Jones, Lang & Lasalle
Fairhope, Al.
01.1995 - 01.2005
- Managed JLL asset portfolios and reviewed lease terms for compliance.
- Coordinated property budgets, forecasts, and capital plans with finance teams.
- Prepared asset reports for ownership, lenders, and internal stakeholders.
- Reviewed bids, awarded capital expenditure contracts, and maintained compliance paperwork and documentation throughout the process.
- Ensured compliance by maintaining accurate paperwork and documentation throughout capital expenditure processes.
- Streamlined organization and tracking of work orders to ensure timely completion of maintenance requests.
- Facilitated facility management for Compass Bank Southeast region, overseeing operations across 34 branches.
Education
Bachelor of Science - Horticulture Science
Southeasten Louisiana University
05-1992
Real Estate -
Burk Baker School of Real Esate
Baton Rouge, LA09-1985
Skills
- Guest reservation management
- Guest booking systems
- Guest service coordination
- Customer relationship management
- Client relationship management
- Numbers management
- Conflict resolution
- Employee benefits analysis
Timeline
Guest Service Manager
Scenic Stays
02.2026 - Current
Customer Support Specialist
Richards Honda
01.2008 - 01.2016
Division Manager
Rummel Properties
01.2005 - 01.2008
Asset Manager
Jones, Lang & Lasalle
01.1995 - 01.2005
Bachelor of Science - Horticulture Science
Southeasten Louisiana University
Real Estate -
Burk Baker School of Real Esate