Tracy Johnson
Case management
San Francisco,California
Summary
I began working on Hospitality as a desk agent and have vered more towards non profit as helping people is my true calling.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Front Desk Manager
Tenderloin Housing Clinic
08.2023 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Prepared weekly employee work schedules to meet operational needs.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Managed front desk maintenance of client records and lab data.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Prioritized safety protocols by enforcing security measures at all entrance points.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Front Desk Clerk
COMMUNITY HOUSING PARTNERSHIP
08.2022 - Current
- Interacted kindly with guests, offering assistance and support
- Used computer and database systems to verify information, and make notes
- Completed verification reports and system updates to maintain smooth operations
- Responded to emergency situations in a timely and efficient manner
- Resolved guest issues with creative solutions, escalating major concerns to management
Guest Service Agent
EMBASSY SUITES HILTON
06.2021 - 07.2022
- Welcomed arriving guests to hotel to complete arrival and check-in procedures
- Assisted guests with making or canceling reservations through hotel's reservation system
- Verified correct posted charges and credits to customer name or room number
- Promoted hotel brand loyalty programs to encourage guest participation
- Developed a strong understanding of company policies and procedures
- Coordinated with housekeeping to handle special requests for customers
- Solicited guest feedback and acted on guests concerns
- Addressed customer complaints and provided timely solutions
- Made reservations for patrons, such as for dinner, spa treatments, and golf tee times and obtained tickets to special events
- Arranged for interpreters and translators when patrons required such services
- Made travel arrangements for sightseeing and other tours
- Provided information about local shopping, dining, nightlife, and recreational destinations
- Carried out unusual requests, such as searching for hard-to-find items and arranging for exotic services, such as hot-air balloon rides
- Provided directions to guests
- Provided business services for guests, such as sending, and receiving faxes and shipping packages
- Offered assistance with luggage storage, car rental arrangements, and other special requests from customers
- Greeted and welcomed guests upon their arrival at the hotel and answered any questions they had regarding amenities
Administrative Manager
GARDENPARTYSF
01.2018 - 10.2021
- Managed office operations to drive front desk, mail distribution, and security processes and procedures
- Negotiated contracts and maintained supplier relationships to ensure timely delivery of necessary materials
- Drove process improvements through new policies and procedures
- Supervised administrative assistants, providing support across all functions
- Optimized the use of technology and software to streamline administrative tasks and processes
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Planned, administered and controlled budgets for contracts, equipment and supplies
- Managed paper and electronic filing systems by recording information, updating paperwork and maintaining documents, such as attendance records and correspondence
- Established work procedures and schedules to organize daily work of administrative staff
- Communicated with and provided guidance for external vendors and service providers to ensure organization, department and work unit's business needs were met
- Oversaw payroll functions, such as maintaining timekeeping information and processing and submitting payroll
- Analyzed internal processes and recommended and implemented procedural and policy changes to improve operations, such as supply changes and disposal of records
- Acquired, distributed, and stored supplies
- Read through contracts, regulations and procedural guidelines to ensure comprehension and compliance
Physical Therapist Assistant/Office Assistant
PHYSIOTHERAPY ASSOCIATES
04.2002 - 08.2004
- Assisted patients with physical activities and therapeutic exercises
- Measured patient's range-of-joint motion and vital signs to determine feasibility and effectiveness of treatments
- Used a variety of physical therapy modalities to aid in the recovery process
- Demonstrated correct usage of equipment and exercise routines for patient rehabilitation
- Set up and maintained patient records and accurately documenting treatments
- Assessed patient health by interviewing patients and obtaining and updating therapy histories
- Effectively communicated and collaborated with physical therapists, physicians, and other healthcare professionals
- Maintained a high level of knowledge about safety standards, proper body mechanics, and infection control protocols
- Conferred with physical therapy staff to discuss and evaluate patient information for planning and modifying treatment
- Administered therapeutic massage and stretching to increase mobility and ease patient discomfort
- Secured patients into or onto therapy equipment
- Attended and conducted continuing education courses, seminars, and in-service activities
- Trained patients in use of orthopedic braces, prostheses, or supportive devices
- Administered active and passive manual therapeutic exercises, therapeutic massage, aquatic physical therapy, and heat, light, sound, and electrical modality treatments, such as ultrasound
- Performed postural drainage, percussions, and vibrations, and taught deep breathing exercises to treat respiratory conditions
- Documented patient information, such as notes on progress
- Cleaned work area and checked and stored equipment after treatment
- Observed patients during treatments to compile and evaluate data on responses and progress and provided results to physical therapist in person and through progress notes
- Performed clerical duties, such as taking inventory, ordering supplies, answering telephone, taking messages, and filling out forms
Education
Massage Therapy - Reke, Sweedish Deep Tissue, Aroma Therapy, Heali
National Holistic Institute
Certification In Web Design -
OP/Networks
06.2000
Associate In Arts (A.A.) In English -
Evergreen Valley College
06.1999
Skills
- Anatomy
- Front End Web design / Graphic design
- Microsoft Office
- Patron Satisfaction
- Loss Prevention Goals Monitoring
- Customer Engagement
- Computer Proficiency
- Call Answering and Routing
- Payment Processing
- Hospitality training
- Ettiquette training
- Eneagram training
- ToastMasters
Accomplishments
Invited to former pres. Clintons State of the union address
Was the spokesperson for al gores presidential campaign
Certification
- Massage Therapy In Reke
- Sweedish Deep Tissue
- Aroma Therapy
- Heali
Additional Information
Appointed As Spokes person for AL Gores "Bridging The Digital Divide" in the 2000 Presidential Campaign. Which gave me vast Public Speaking experience And campaign fund soliciting speeches to corporates, political audiences as well as higher learning university panels. through that I was featured on "Good Morning America", USA Today, and Several WEB Tech publications and seminars. Attended President Bill Clintons Last "state of the union" Address as a Guest at the White House.
Awards
Best in Class
References
References available upon request
Affiliations
Toastmasters
B.awar.
Timeline
Front Desk Manager
Tenderloin Housing Clinic
08.2023 - Current
Front Desk Clerk
COMMUNITY HOUSING PARTNERSHIP
08.2022 - Current
Guest Service Agent
EMBASSY SUITES HILTON
06.2021 - 07.2022
Administrative Manager
GARDENPARTYSF
01.2018 - 10.2021
Physical Therapist Assistant/Office Assistant
PHYSIOTHERAPY ASSOCIATES
04.2002 - 08.2004
Massage Therapy - Reke, Sweedish Deep Tissue, Aroma Therapy, Heali
National Holistic Institute
Certification In Web Design -
OP/Networks
Associate In Arts (A.A.) In English -
Evergreen Valley College
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