Front Office Manager
Resume:
Mary “Jessica”
Howell
Business Manager
Mary “Jessica” Howell
**** * ********* **. ***. 1702
Shreveport, LA 71119
**************@*****.***
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Skills
● Technologically savvy
● Customer relations
● Schedule mastery
● System implementation
● Quality control
● High-energy attitude
● Money handling
● Typing
Well-versed in providing helpful answers and relevant information to retain clients. Detail-oriented approach to resolving issues. Flexible leader with 10+ years of success in resolving customer concerns and inquiries. Calm and composed in stressful situations with a successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented, responsive and adaptable to changing conditions. 10+ years with great leadership and management skills.
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Experience
Springhill Suites By Marriott / Front Office Manager March 2023 - PRESENT, Bossier City, LA
Hold interviews and train new associates. Assist the General Manager with day to day tasks. Make schedules. Greet all guests and solve any guest complaints or issues. Take calls.
Courtyard by Marriott / Front Desk Supervisor
January 2022 - March 2023, Bossier City, LA
Teach front desk associates. Help were is needed. Handle guest complaints and requests. Greet all guests.
Quality Inn / Assistant Manager
April 2021 - January 2022, Gastonia, NC
Make schedules for the whole hotel. Inspect rooms. Train associates coming on, and refresh employees. Ran errands. Fill in as needed. Handle guest issues. Place orders. Make sure paper work was done right. Carowinds / Call Center Associate
August 2021 - November 2022, Charlotte, NC
Answered calls and helped solve any guest questions and fix any issues they may have. Worked on the que booked to solve complaints and issues guest reported.
Amazon / Problem Solver
August 2019 - November 2020, Charlotte, NC
Delivered fast, friendly and knowledgeable service for awaiting service complaints. De-escalated problematic product concerns, maintaining calm, friendly demeanor. Improved productivity by providing CSR performance feedback for corrective action. Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
The Cleaning Authority / Crew Trainer
October 2018 - August 2019, Gastonia, NC
Instructed new team members on correct procedures for all areas of operations. Lent hands-on training services to maximize employee efficiency. Managed various training courses by developing curricula, instructions, documents and written tests. Evaluating employees. Family Dollar Stores / Assistant Manager
February 2018 - October 2018, Wilmington, NC
Reviewed sales reports to enhance sales performance and improve inventory management accuracy. Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership. Delegated daily tasks to team members to optimize group productivity. Handle guest concerns and complaints professionally. Lowe’s Home Improvement / Head Cashier
February 2013 - February 2018, Wilmington, NC
Resolved issues with cash registers, card scanners and printers. Promoted specific item options to drive sales and achieve add-on purchases. Learned roles of other departments to provide coverage and keep the store operational. Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.Monitored exits for security issues. Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership. Delegated daily tasks to team members to optimize group productivity. Handle guest concerns and complaints professionally.
Papa John's International / General Manager
June 2011 - January 2015, Elmira, NY
Directed safety operations and maintained a clean work environment to adhere to FDA and OSHA requirements. Designed sales and service strategies to improve revenue and retention. Hired, coached and mentored team of 50+ employees. Built and maintained loyal, long-term customer relationships through effective account management. Managed shrink processes and inventory levels for corrective action planning to save costs. Trained, managed and motivated employees to promote professional skill development. Built long term customers. Shoe Show / Sales Associate
November 2010 - January 2012, Belmont, NC
Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items. Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals. ㅡ
Education
Post University / Associates in Accounting
March 2014 - June 2016,
Waterbury, CT (Online)
Took all classes online.
Gaston College / Basic Class
August 2009 - June 2010,
Belmont, NC
Took classes right out of high school.
South Point High / Graduated
August 2005 - June 2009,
Belmont, NC
Graduated with honors.
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