Tongia Lawson
New Orleans,LA
Summary
Professional with strong background in hospitality management, prepared to excel in guest services and team leadership. Proven track record in enhancing guest experiences, improving operational efficiency, and fostering collaborative work environment. Skilled in conflict resolution, staff training, and multitasking, with flexible approach to dynamic situations. Reliable, results-driven, and adept at maintaining high standards in service delivery.
Overview
11
11
years of professional experience
Work History
Hotel Front Desk Supervisor
Four Seasons Hotel of New Orleans
01.2023 - Current
- Supervised front desk operations, ensuring exceptional guest experiences and adherence to service standards.
- Trained and mentored staff on customer service protocols and reservation systems.
- Coordinated daily front desk activities, optimizing workflow efficiency and guest satisfaction.
- Resolved guest inquiries and complaints promptly, enhancing overall hotel reputation.
- Oversee Manager on Duty (MOD) duties, coordinate guest arrivals/departures, and manage room blocking and billing.
- Implemented guest feedback systems to improve service delivery and address concerns promptly.
- Kept accounts in balance and ran daily reports to verify totals.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Analyzed guest feedback to identify trends and enhance service quality initiatives.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
Assistant Front Desk Manager
Springhill Suites By Marriott
08.2020 - 11.2023
- Supervised front desk operations, ensuring high levels of customer satisfaction and efficient service delivery.
- Trained and mentored new staff on hotel policies, procedures, and customer service excellence.
- Coordinated guest check-ins and check-outs, resolving issues to enhance overall guest experience.
- Implemented process improvements that streamlined front desk workflows and reduced wait times.
- Assisted in inventory management of supplies, ensuring availability for daily operations.
- Collaborated with management to address guest feedback and implement service enhancements.
- Proactively identified areas for improvement within the department through observation of daily operations and staff interactions with guests.
- Managed reservation system, accurately inputting guest details and booking information for smooth operations.
Front Desk Agent
The Ritz-Carlton Hotel of New Orleans
02.2016 - 06.2020
- Managed guest check-in and check-out processes to ensure smooth arrivals and departures.
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Coordinated room assignments and special requests to enhance guest satisfaction.
- Assisted in training new front desk staff on hotel procedures and customer service standards.
- Implemented efficient workflow practices to minimize wait times during peak hours.
- Maintained accurate records of guest information and billing transactions using hotel management systems.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for guests.
- Led initiatives to improve front desk operations, enhancing overall guest experiences through feedback implementation.
Education
High School Diploma -
Sarah T. Reed High School
Bachelor of Administration - Hospitality Management
Strayer University
01-2027
Skills
- Staff training and development
- Flexible schedule
- Cash handling expertise
- Complaint handling
- Conflict management
- Leadership qualities
- Hospitality service expertise
- POS system operation
Timeline
Hotel Front Desk Supervisor
Four Seasons Hotel of New Orleans
01.2023 - Current
Assistant Front Desk Manager
Springhill Suites By Marriott
08.2020 - 11.2023
Front Desk Agent
The Ritz-Carlton Hotel of New Orleans
02.2016 - 06.2020
High School Diploma -
Sarah T. Reed High School
Bachelor of Administration - Hospitality Management
Strayer University