Customer Service Front Desk
Resume:
JoAnna Davis
Customer Service
Alexandria, LA ***01
*********@*****.***
I have extensive Customer Service and Hotel experience ranging from casino hotels to the smaller chain hotels to small businesses and Call Center.s Beginning with my retail management skills, along with leadership recruiting, problem-solving and organization. I enjoy supervising training and motivating my employees and keeping clear communication between departments to make sure the hotel is running smoothly. My customer service skills are at a level that ensure profit for the hotel and guest satisfaction. I am responsible for time management, multi-tasking and able to make sound decisions in any situation that may arise. Being in this industry comes with stress. Being approachable, level-headed, open-minded and having the ability to communicate during these times is a skill I have. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
General Manager
Holiday Inn Express and Suites - Alexandria, LA
October 2023 to April 2024
Managing staff, overseeing the budget, employing marketing strategies, and inspecting the hotel rooms and property, addressing any specific needs with the department heads, as well as payroll, purchasing, and operations.
General Manager
Best Western - Shreveport, LA
July 2023 to October 2023
Daily Management including budgeting, strategy, regulations,and reports. I was promoted to the GM position from Front Desk Manager. Not having a Front Desk Manager or AGM. I managed my staff and guests, meeting and greeting guests, and dealing with customer complaints. After the Owner took back the property, I was relocated to another property in another city. Front Office Manager
Best Western Plus - Shreveport - Shreveport, LA
April 2023 to October 2023
My job description includes supervising Guest Service Agents, Night Auditor, and Housekeeping staff to ensure total guest satisfaction.
Providing guidance and direction to all associates to ensure they are adhering to all hotel policies, standards, procedures and regulations.
The ability to perform all front office functions both quickly and efficiently along with functioning as a technical department resource and providing training new hires. Scheduling of staff work schedule and meetings, ordering of hotel supplies. Group sales to individuals and companies with ten or more rooms. Responding to guest complaints on member web. Having the knowledge of coding invoices to send in for payment and reviewing payroll. Interacting with guests to ensure that they are enjoying their stay and offering assistance if they are in need of anything. Monitoring the guests satisfactory and overall scores from Medallia. Making sure we stay on top of our strengths and improve our weaknesses. Night Auditor
Hamton Inn - Shreveport, LA
March 2023 to April 2023
Making and cancelling reservations
Checking guest in and assisting them with their overnight request Checking guest out and settling accounts.
Reconcile all accounts, process invoices.
Email audit reports to the proper channels.
Balance cash drawer
Set up pre-paid reservations for incoming guest.
Front Desk Manager
Spring Hill Suites - Bossier City, LA
November 2021 to February 2023
• Greet, communicate with and welcome guest
• Answer all customers' questions and address their complaints
• Good time-management skills
• Great interpersonal and communication skills
• Customer Centric-offering support, guiding and advising customers, following the agenda and scripts
• Training and scheduling agents according to business Front Office Manager
Hampton by Hilton - Bossier City, LA
May 2020 to October 2021
Supervising front desk agents.
Handling guest correction and chargebacks on guest accounts Inventory of front desk supplies and market area.
Front Desk Supervisor/Night Auditor
Diamond Jacks Casino - Bossier City, LA
November 2019 to May 2020
How to correctly handle transactions in checking guest in and out of the hotel Making reservations
Adhering to Policy/procedures concerning/resolving guest complaints Properly and clearly communicate with other departments to ensure guest satisfaction Knowledge of the front desk software systems.
The ability to ensure guest satisfaction while maintain a profit for the company. Front Desk Agent/Sales Champion/Night Auditor
Best Western - Monroe, LA
August 2018 to September 2019
Front Desk, Sales Champion, Night Auditor
Assistant Manager
Payroll
Scheduling
Accounts receivable
Booking groups
Front Desk Clerk/Night Auditor
Quality Inn and Suites - West Monroe, LA
April 2017 to April 2018
Basic office work. Creating and checking in and out guest. Handling all guest issues with warm professionalism. Making and arranging group check in. Running Audit and making sure receipts are correct. Getting registration cards ready for next day arrivals Guest Service Representative
Clarion Inn And Suites Conference Center - Monroe, LA April 2015 to April 2017
Front Desk Clerk.
Night Auditor
Direct Service Worker
A Better Home Health Care
January 2014 to September 2015
Sitting with patients in their home. Helping them with daily activities. Night Auditor
Isle Resort & Casino - Biloxi, MS
January 2004 to August 2005
Trained on Night Audit.
Followed procedures in processing coupons.
Checking guest in and out
Handling guest payments.
Front Line Cook
Grand Casino Hotel And Resort - Biloxi, MS
January 1998 to January 2004
Front line cook for Roxy's diner in the casino
Prepped food
Took inventory of food and other merchandise.
Education
Associate in Business
McCann School of Business & Technology - Monroe, LA January 2016 to January 2018
Associate in Administrative Medical Assistant
Unitech Training Academy - West Monroe, LA
February 2010 to December 2012
Skills
• Guest Service
• Front Desk
• Hostess
• Customer Service
• Administrative Assistant
• Data Entry
• Microsoft Office
• Outlook
• Receptionist
• Word
• Accounts Payable
• accounting
• Sales
• Microsoft Excel
• MS Office
• Billing
• Quickbooks
• Filing
• Excel
• Marketing
• Excel
• Filing
• Marketing
• Quickbooks
• Scheduling
• Hotel Experience
• Hotel Management
• Microsoft Outlook ASSESSMENTS Customer Focus & Orientation -- Highly Proficient May 2020 Responding to customer situations with sensitivity. Full results: https:// share.indeedassessments.com/share
• to
• profile/ c6bffddbcacb44c360d787d644d9e627eed53dc074545cb7 Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
• Microsoft
• Excel
• Multi-Tasking
• Typing
• Quick books
• scheduling
• Leadership (10+ years)
• Assistant Manager Experience
• Night Audit
• Office Management
• Payroll
• Upselling
• Accounts Receivable
• Account Reconciliation
• Management
• Auditing
• Bookkeeping
• Human Resources
• General Ledger Accounting
• General Ledger Reconciliation
• Journal Entries
• Financial Report Writing
• Merchandising
• Pricing
• Purchasing
• Financial Statement Preparation
• Cash Handling
• Hospitality Experience
• SAP
• Forecasting
• Profit & Loss
• Microsoft Dynamics GP
• Interviewing
• Office experience
• Administrative experience
• English
• Hospitality
• Hospitality management
Military Service
Branch: Navy
Rank: E2
June 1996 to May 1998
Honorable Discharge
Certifications and Licenses
State Of Louisiana Pre-Licensing Certification
July 2020 to Present
Pre-Licensing Certification for Personal Lines Insurance through A.D. Banker & Company, LLC First Aid Certification
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