Tonya LaFountain
Lexington Park
Summary
Guest Service Specialist with 14+ years in hospitality excellence. Expertise in Customer Service, Guest Check-in and Check-out, and Front Desk Operations. Proven track record in delivering exceptional guest experiences and ensuring accurate billing. Skilled in using Property Management Software (PMS) to streamline operations. Cautious and thorough in approach, responsive to guest needs. Modest yet passionate, driven to enhance service quality. Perceptive and considerate, fostering a welcoming environment.
Overview
28
28
years of professional experience
Work History
Guest Service Associate
Hilton Garden Inn Washington DC Downtown & Georgetown
09.2024 - 08.2025
- Provide excellent customer service
- Addressed guest needs promptly and effectively
- Managed front desk operations
- Ensuring efficient guest check-in and check-out
- Maintaining attention to detail
- Utilize PEP Operating System to enhance guest service efficiency.
Task Force Guest Service Agent
Hilton Garden Inn Bethesda
08.2024 - 09.2024
- Provided customer service
- Ensured guest satisfaction
- Handled guest check-in and check-out processes efficiently
- Maintained attention to detail
- Initiated training on PEP Operating System to improve service delivery.
Front Desk Supervisor | Guest Service Operations
Hilton Garden Inn Washington DC Downtown
07.2022 - 03.2024
- Led front desk operations, enhancing guest service quality
- Provided guidance and leadership to front desk team
- Assigned tasks and instructed team members in work details
- Trained and supervised staff, fostering a responsive and considerate team environment
Night Audit/Front Office Manager
Hampton Inn and Suites Lexington Park
11.2013 - 07.2022
- Provided customer service, ensuring guest satisfaction during night shifts
- Managed guest check-in processes, ensuring smooth operations
- Verified account postings and balances, maintaining financial accuracy
- Executed end-of-day processes using property management software.
Yeoman | Administrative and Guest Service Support
US Navy
09.1997 - 09.2005
- Supervised administrative staff, ensuring efficient operations for +130 personnel
- Processed +600 pieces of correspondence, demonstrating strong communication skills
- Monitored employee morale as a Command Assessment Team member
- Maintained personnel records with meticulous attention to detail.
Education
Bachelor of Science - Hospitality Management
University of Phoenix
01.2009
Skills
- Service excellence
- Guest services coordination
- Training program implementation and supervision
- Invoice management
- Skilled in utilizing property management tools
- Customer arrival and departure coordination
- Document management
- Staff records administration
Timeline
Guest Service Associate
Hilton Garden Inn Washington DC Downtown & Georgetown
09.2024 - 08.2025
Task Force Guest Service Agent
Hilton Garden Inn Bethesda
08.2024 - 09.2024
Front Desk Supervisor | Guest Service Operations
Hilton Garden Inn Washington DC Downtown
07.2022 - 03.2024
Night Audit/Front Office Manager
Hampton Inn and Suites Lexington Park
11.2013 - 07.2022
Yeoman | Administrative and Guest Service Support
US Navy
09.1997 - 09.2005
Bachelor of Science - Hospitality Management
University of Phoenix
PERSONALITY STRENGTHS
- Conventional — Adheres to established processes and methods
- Opportunistic — Comfortable with ambiguity and dynamic environments
- Autonomous — Independently drives results
- Considerate — Balances personal needs with empathy for others
- Responsive — Emotionally expressive and relatable to others
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