Virtual Coordinator & Front Office Ops
Resume:
SHANIAJONES
Greensburg, IN *****
256-***-**** – ***********@*****.***
Professional Summary
I am a results-driven and system-proficient professionalspecializing in Sales, Reservations and Event Coordination, Data Management, Front Office Operations, and Customer Satisfaction. With proven ability to enhance team performance and streamline processes, driving operational efficiency and exceptional customer service
Skills
● 5+ Years of Administration Experience
● Types @ 66-72 words per minute with 98% accuracy
● Contracts & Negotiations
● Technical Proficiency and Word Processing
● 3+ Years Experience with CRM Software / GDS Software: Amadeus/Salesforce
● Inventory Control
● Account Management
● 2+ Years with PEP (Property Engagement Platform)
● 4+ Years Experience with OnQ R&I (Rate & Inventory)
● 3+ Years EventConnect
● Hilton Advance Purchase & Hilton Core Sales Certified
● Proficient in Microsoft Word, Excel, Powerpoint, as well as Google
● Third Party / OTA Agencies management such as Expedia,Booking.com, TripAdvisor, Corpay Lodging (CLC) and HotelEngine
● Night Auditing
● Project, Time, Reporting and System Management
● Staff Scheduling, Auditing, and Training
● eSertifi
● VIP Guest Handling & Guest Satisfaction Tracking / Problem Resolution
● Laboratory Experience & Anatomy Knowledge
Work History
Director of Front Office—DoubleTree by Hilton DecaturRiverfront, Decatur, AL October 2025 - April 2026
● Directed Front Office Operations, enhancing guest satisfaction through exceptional service and efficient processes, like streamlined check-in/check-out and reduced wait times
● Collected, maintained, and protected accurate records of guest data, service preferences, payments, and reservations using hotel management software systems such as OnQ and eventually, PEP
● Collaborated with sales and marketing teams to manage property revenue strategies, drive promotional initiatives, increase hotel visibility in local markets, and optimize room rates & occupancy through market analysis and competitor benchmarking
● Developed training programs, implemented, and coached employees through day-to-day work and complex problems improving team performance and service standards
● Created, prepared, and delivered reports to various departments for weekly meetings
● Established team priorities, created and maintained schedules, monitored call-outs and performance
Associate Sales & Catering Manager—DoubleTree byHilton Decatur Riverfront, Decatur, AL October 2024 - October 2025
● Prospected, Coordinated, Booked, and Led room reservations & catering operations for events, ensuring seamless execution and high customer satisfaction
● Developed comprehensive event proposals and menus tailored to diverse client needs and dietary preferences that clearly outlined deliverables, timelines, and budget requirements based on client input
● Managed inventory control, optimizing supply usage and minimizing waste
● Created proposals and successfully managed a diverse range of events including weddings, corporate functions, and special occasions, consistently aligning budget constraints and exceeding client expectations.
● Oversaw logistics for large-scale events, coordinating timelines, resources, and vendor partnerships with banquet teams and event planners
● Established strong relationships with new clients through effective communication and personalized service approach and met existing clients to review current services and expand sales opportunities
● Participated in industry conferences and networking events to stay current on trends within the hospitality sector community
Sales & Reservations Coordinator—DoubleTree by HiltonDecatur Riverfront, Decatur, AL March 2022 - October 2024
● Assisted in preparing sales reports/meetings, booking, and tracking client communication and event needs through Salesforce, providing insights that informed management decisions and strategic planning
● Worked closely with the Director and Sales Manager to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue
● Processed calls and inquiries as well as identifying new business opportunities through cold calling, networking, marketing, and prospective database leads
● Served as a liaison between internal departments such as Food & Beverage, Banquets, Front Desk, and Accounting, ensuring seamless end-to-end management of client accounts Front Desk Agent / Lead—DoubleTree by Hilton DecaturRiverfront, Decatur, AL June 2020 - March 2022
● Collected, maintained, and protected accurate records of guest data, service preferences, payments, and reservations using hotel management software systems such as OnQ and eventually, PEP
● Managed front desk operations, facilitating check-ins and check-outs efficiently & oversaw daily cash handling procedures
● Collaborated with Housekeeping on room assignments and handled reservation inquiries to optimize occupancy rates and ensure timely room readiness
● Trained new staff on front desk procedures, enhancing team performance and service quality Server—Twist Grill & Bar @DoubleTree by HiltonDecatur Riverfront, Decatur, AL January 2020 - June 2020
● Worked with POS system to place and manage orders accurately and efficiently during peak service hours, ensuring timely delivery of food and beverage
● Developed strong knowledge of menu offerings, facilitating informed recommendations to enhance guest dining choices
● Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality
● Performed opening and closing duties, ensuring the dining area was prepared for seamless service transition
Smoothie Barista—Planet Smoothie, Madison, AL
August 2019 - January 2020
● Demonstrated expertise in preparing smoothies and operating various blending machines and equipment; maintaining optimal performance levels with regular cleaning and maintenance checks
● Maintained cleanliness of workstations and equipment to ensure compliance with health standards
● Operated point-of-sale system accurately for processing transactions and managing inventory levels
● Developed strong rapport with regular customers, fostering loyalty through exceptional service quality
Cashier—Jack’s, Harvest, AL
June 2018 - August 2019
● Processed customer transactions efficiently using POS system while assisting with product inquiries
● Maintained accurate cash drawer, ensuring consistency in balances
● Monitored store environment for cleanliness and safety compliance & stocked display merchandise as required
● Prepared made-in-house sauces and beverages according to protocol each shift Education
Associate of Applied Science: Medical Laboratory Science May 2021 - Calhoun Community College, Huntsville, AL
● Relevant Coursework: Phlebotomy, Immunology, Serology, Clinical Chemistry, Microbiology, etc
● Equipment Quality Assurance and Maintenance
● Specimen & Chemical Quality Assurance
High School Diploma
May 2019 - Sparkman High School, Harvest, AL
● Extracurricular Activities: Competitive Cheerleader for 4 years. Basketball/Football Cheerleader for 1 Year prior to that
● Graduated early in 2018 due to completing my last 2 years of high school virtually
● Pre-AP and AP classes my entire school career
Sparkman High School Medical Academy
January 2017 - May 2018 - Sparkman High School, Harvest, AL
● Introduced to procedures and certifications pertaining to the medical field and nursing
I.e. CPR, PPE, Specimen Handling, Chain of Infection, Bedside and Weight Handling, Fire Safety
Certifications
● Hilton Core Sales - Beginner and Accelerated
● OnQ PM
● PEP - Property Engagement Platform
● Hilton Advance Purchase
● OnQ R&I - Rate & Inventory
● Salesforce/Delphi
● GRO
● ADA
● Cybersecurity
● Human Trafficking
Honorable Mentions
Featured in ‘The Inn Former,’ a publication for the employees for Cooper Hotels
Highlighted as an employee of the year for being promoted every year / every other year during my time with Cooper Hotels. I started as a server at Twist Grill & Bar. I got promoted to be a Front Desk Agent and eventually team lead. Next was Sales where I spent the most years, as a coordinator and worked my way up to be an Associate Sales & Catering Manager. My last promotion was from Sales to Front Office Director
References
● Iris Pettus, Sales Director
**********@*****.***, 731-***-****
● Debbie Clark, Regional Revenue Manager, Hilton/Cooper Hotels
******@************.***, 239-***-****
● Angela Holland, RN, Medical Professions Instructor
● Tina Newell, Senior Travel Consultant, Chase Travel
Contact this candidate