Accomplished Front Office Supervisor at Courtyard by Marriott, adept in staff management and QuickBooks, enhanced guest satisfaction through efficient operations and personalized service. Skilled in multitasking and staff training, significantly fostering professional growth. Achieved notable improvements in service quality, demonstrating exceptional problem-solving and communication abilities.
Hi, I’m
Crystal Johnson
New Providence ,Nassau Bahamas
Summary
Overview
13
years of professional experience
Work History
Courtyard by Marriott
Front Office Supervisor
09.2024 - Current
Job overview
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Dispersed petty cash to employees and collected and managed receipts.
- Achieved high-quality service by maintaining open communication channels among team members.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Coached employees through day-to-day work and complex problems.
- Organized documents for company communication, travel vouchers, and payment services.
- Handled office contracts like leases, utilities and employee agreements.
- Contributed valuable insights during management meetings, ultimately influencing hotel policies and procedures for better guest satisfaction.
SLS Bahamar
Front Office Receptionist/Night Auditor
11.2022 - 09.2024
Job overview
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Maintained clean reception area to promote positive, professional environment for clients.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Contributed to the company''s positive image by consistently delivering exceptional service to clients and visitors.
SLS Bahamar
Hostess
11.2022 - 09.2024
Job overview
- Answered customer questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
Margaritaville Beach Resort
Barista/Counter Server/Buser/Banquet Server
10.2020 - 11.2023
Job overview
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
Margaritaville Beach Resort
Front Office Receptionist/Night Auditor/Concierge Agent
10.2020 - 11.2022
Job overview
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Maintained clean reception area to promote positive, professional environment for clients.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Kept accounts in balance and ran daily reports to verify totals.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
Super Club Breezes
Front Desk Receptionist
08.2018 - 08.2019
Job overview
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
Blue Caviar
Customer Service Cashier
07.2012 - 07.2015
Job overview
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
Blue Caviar
Head Hostess, Bartender, Waitress, Barista
07.2012 - 07.2015
Job overview
- Established a welcoming atmosphere by greeting guests promptly and professionally upon arrival.
- Streamlined the seating process for increased efficiency and reduced wait times for guests.
- Coordinated large parties and events, ensuring seamless service from arrival through departure.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Documented reservations, alerted servers, and managers of large groups and prepared seating.
- Handled guest complaints with tact and diplomacy, working to find satisfactory resolutions promptly.
- Participated in regular staff meetings to discuss operational improvements, share customer feedback, or address any challenges faced by the team.
- Oversaw the dining room layout and table settings, ensuring compliance with restaurant standards and aesthetics.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Managed communication between front-of-house and back-of-house staff for smoother service during peak hours.
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
Education
Bahamas Institute of Business Technology Mackey Street
Human Resource Management Certificate from Human Resource Management
05-2021
University Overview
Skills
- Issue handling
- Shift scheduling
- Staff management
- Multitasking proficiency
- QuickBooks proficiency
- Front desk operations
- Reservations assistance
- Property management systems
- Staff training and development
- Oral and writing communication
Timeline
Front Office Supervisor
Courtyard by Marriott
09.2024 - Current
Front Office Receptionist/Night Auditor
SLS Bahamar
11.2022 - 09.2024
Hostess
SLS Bahamar
11.2022 - 09.2024
Barista/Counter Server/Buser/Banquet Server
Margaritaville Beach Resort
10.2020 - 11.2023
Front Office Receptionist/Night Auditor/Concierge Agent
Margaritaville Beach Resort
10.2020 - 11.2022
Front Desk Receptionist
Super Club Breezes
08.2018 - 08.2019
Customer Service Cashier
Blue Caviar
07.2012 - 07.2015
Head Hostess, Bartender, Waitress, Barista
Blue Caviar
07.2012 - 07.2015
Bahamas Institute of Business Technology
Human Resource Management Certificate from Human Resource Management
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