TONYA DAVIS

adrwps@r.postjobfree.com 901-***-**** Cordova, TN 38016

Skilled Front Desk Supervisor successful at solving a range of daily issues with an efficient and professional attitude. Demonstrated adapting to changing demands and learn new information quickly. Skilled in training and managing personnel and providing excellent shift coverage to meet guest needs. Resourceful front desk professional offering expertise in reservations, concierge services and department collaboration. Motivated Front Desk Supervisor with a friendly attitude and a flexible approach to dealing with routine issues and special circumstances such as VIP customers and guest concerns.

Team building and supervision

Guest amenities

Room assignments

Guest check-in and check-out

Front Desk Manager Best Western - Southaven, MS 04/2017 - Current Oversaw cash and credit card payment transactions at the front desk. Handled payment processing and provided customers with receipts and proper bills and change. Managed guest check-in and check-out procedures, reservations and payments. Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns. Corrected guest issues promptly with knowledgeable and friendly service. Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.

Developed lasting relationships with guests that built loyalty and drove hotel revenue. Front Desk Supervisor Tunica Resorts - Tunica, Mississippi 05/2010 - 04/2017 Handled payment processing and provided customers with receipts and proper bills and change. Managed guest check-in and check-out procedures, reservations and payments. Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency. Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.

Arranged special accommodations for guests to maintain optimal satisfaction. Delivered key administrative support to coworkers, taking on additional tasks during peak times. Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.

Balanced accounts and conducted nightly audits to keep bookkeeping current. Customer Service Representative Bank of America - Memphis, TN 04/2008 - 03/2010 De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Assisted customers in making payments on accounts and setting up payment plans. Fielded customer complaints and queries, fast-tracking them for problem resolution. Reviewed customer account information to determine current issues and potential solutions. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Summary

Skills

Experience

Asked probing questions to determine service needs and accurately input information into electronic systems. Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.

Milsap's Vocational School 1995

Associate of Applied Science: Business Technology

LeMoyne-Owen College Memphis, TN 05/1998

Bachelor of Arts: Criminal Justice

Education and Training