Ionia Houston
Cordova,TN
Summary
Enthusiastic Office Manager, Sales, and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented with ability to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
17
17
years of professional experience
Work History
Front Desk Agent/Front Desk Night Auditor
Hilton Garden Inn/Home2Suites by Hilton
05.2023 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Coordinated all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
Night Auditor / Front Desk Agent
Homewood Suites
03.2021 - 04.2024
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies
- Balanced accounts and ran daily reports to verify totals
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew
- Verified and monitored pending check-ins and payment processes to complete closing procedures
- Oversaw night auditing of daily room occupancy and hotel revenue
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions
- Coordinated all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency
- Coordinated tasks and responsibilities for front office employees during periods of understaffing
- Managed an open line of communication for guests requiring wake-up calls within two minutes of scheduled call being positive and welcoming
- Entered customer data into room system and updated information whenever patrons changed rooms
- Updated customer accounts with add-on room charges, minibar use, and room service bills
- Processed and monitored cash and credit card payment transactions at the front desk to successfully reduce errors
- Assessed data and information to verify entry, calculation, and billing code accuracy
- Managed over 100 customer calls per day.
Guest Services Agent
Courtyard By Marriott
02.2022 - 10.2023
- Documented notes on long-term and return customers in order to deliver personalized customer treatment and service
- Applied sales skills to maintain full hotel occupancy
- Resolved guest complaints and offered complimentary services to maintain high guest satisfaction rates
- Greeted and assisted guests by gathering information pertaining to reservations or requests
- Coordinated arrivals and departures of VIPs
- Developed and implemented strategies to improve guest experiences and build loyalty
- Set, managed, and enforced policies for concierge services and guest relations
- Suggested room and package upgrades to customers to boost revenue by 90%
- Assisted guests with check-ins, check-outs, account inquiries, and any additional services needed
- Maintained an up-to-date knowledge of all hotel amenities and services offered by the property
- Provided guests with information about attractions, restaurants, events, and transportation schedules
- Processed payments for room charges, restaurant bills, and other services rendered to customers.
Office Manager
Grant & Co.
02.2021 - 10.2022
- Maintained computer and physical filing systems
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
- Managed office operations while scheduling appointments for department managers
- Coordinated special projects and managed schedules
- Compared vendor prices and negotiated for optimal savings
- Developed standard operating procedures for all administrative employees
- Sourced vendors for special project needs and negotiated contracts
- Arranged corporate and office conferences for company employees and guests
- Prepared meeting materials and took clear notes to distribute to stakeholders
- Communicated corporate objectives across divisions through regular correspondence and scheduled status updates
- Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders
- Managed over 70 customer calls per day
- Coordinated meetings, conferences, travel arrangements and department activities
- Ordered supplies and equipment to maintain adequate inventory levels
- Answered phone calls, responded to emails, routed mail and coordinated courier services
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel
- Managed, scheduled and coordinated office functions and activities for employees
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
Precloser
Murphy, Dezonia, & Webb An Association Of Attorneys
09.2020 - 01.2021
- Reached out to customers to set up appointments, check on satisfaction and suggest additional offerings
- Answered customers' questions and addressed problems and complaints in person and via phone
- Prepared and processed contracts and order forms for new and existing customers
- Kept sales moving forward by attending inspections, preparing contracts and mitigating any issues
- Obtained favorable terms by expertly negotiating sales prices between buyers and sellers
- Monitored fulfillment of purchase contract terms
- Developed extensive professional network with real estate investors
- Managed real estate transactions from initiation to closing
- Verified documentation accuracy and fund disbursement for sales
- Prepared documents such as representation contracts, purchase agreements, closing statements, leases and deeds
- Provided quick and accurate calculations, including percentages, commissions and discounts
- Helped customers navigate choices between services with support for questions such as terms, pricing and availability
- Achieved monthly sales goals by promoting product benefits and enrolling new clients
- Managed over 70 customer calls per day.
Office Manager
Southern Screens
05.2020 - 08.2020
- Increased office organization by developing filing system and customer database protocols
- Solicited vendor quotes to determine optimal material purchase pricing
- Handled scheduling and managed timely and effective allocation of resources and calendars
- Managed office inventory and placed new supply orders
- Supported owner and warehouse manager with smooth and efficient clerical support
- Elevated customer satisfaction ratings by resolving client and case issues effectively
- Automated office operations, managing client correspondence, payment scheduling, record tracking and data communications
- Monitored office inventory to maintain adequate supply levels and order products
- Greeted visitors promptly and directed to correct locations
- Managed and controlled office supply inventory to secure timely ordering or requisition of depleted or low-level stock
- Managed office inventory by maintaining documentation of stock
- Supported office needs including taking messages, scanning documents and routing business correspondence
- Maintained computer and physical filing systems
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving
- Managed over 50 customer calls per day.
Sales & Marketing Coordinator
Lotus And Windoware
12.2007 - 10.2019
- Coordinated trade shows & created marketing collateral to reach potential customers
- Networked at events and by phone to expand business by gaining 4 accounts with profit of 2.5 million and upping revenue by 45%
- Developed and implemented sales strategies to increase revenue
- Adapted sales techniques to clients & promoted products based on individualized client needs
- Enhanced success of advertising strategies by boosting engagement through social media and other digital marketing approaches
- Set up appointments with potential and current customers to discuss new products and services
- Serviced existing accounts on regular basis to maximize revenue
- Managed route planning and travel schedule
- Applied prospecting expertise to generate and pursue leads, setting up appointments and site visits to maintain relationships
- Devised and implemented product strategies for filling market gaps and driving consistent sales
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers
- Processed orders through P21 and coordinated product deliveries
- Provided positive first impressions to welcome existing, new and potential customers
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
Customer Account Manager
Lotus & Windoware
12.2007 - 10.2019
- Coordinated trade shows & created marketing collateral to reach potential customers
- Networked at events and by phone to expand business by gaining 4 accounts with profit of 2.5 million and upping revenue by 45%
- Enhanced success of advertising strategies by boosting engagement through social media and other digital marketing approaches
- Developed and implemented sales strategies to increase revenue
- Adapted sales techniques to clients & promoted products based on individualized client needs
- Set up appointments with potential and current customers to discuss new products and services
- Serviced existing accounts on regular basis to maximize revenue
- Managed route planning and travel schedule
- Applied prospecting expertise to generate and pursue leads, setting up appointments and site visits to maintain budding relationships
- Devised and implemented product strategies for filling market gaps and driving consistent sales
- Managed and administered customer orders and their processes for major account
- Worked with Price Administration to reconcile exceptions and issues
- Monitored daily fill-rates
- Monitored and utilized customer web databases as required by customer, to include item setup and required maintenance
- Investigated short-pays and rectify problems to get them resolved by processing, RMAs, Credits and Debit memos
- Acted as liaison between customers, sales, supply chain and purchasing
- Traced export bookings and import shipments, containers, seal records etc., through ocean carrier and railroad portals
- Scheduled delivery appointments per customer's requirements
- Communicated with carriers and customers, both internal and external
- Managed and documented customer and carrier accessorial costs
- Ensured and tracked performance of carriers
- Communicated effectively with carriers, customers, and co-workers
- Communicated problems, solutions, and concerns to customers quickly and professionally
- Monitored motor carrier web portals for load status while in transit
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Education
United State Air Force Technical School
San Antonio, TX08.1994
High School Diploma -
Charleston High School
Charleston, MS05.1994
Skills
- Personnel Supervision
- Guest Satisfaction
- Operational Efficiency
- Loyalty Building
- Checking Guests In and Out
- Appointment Confirmation
- Guest Registration
- Guest Inquiries
- Reservation Setting
- VIP Guest Relations
- Customer Care
- Delivery Updates
- Running Guest Errands
- Night Auditing
- Client Resolution
- Concierge Assistance
- Meeting Support
- Morale Improvements
- Team Engagement
- Administrative Support
- Customer Feedback
- Clerical Support
- Fee Collection
- Room Assignments
- Greeting and Directing
- Policies and Procedures
- Supply Purchasing
- Leadership
- Information Updates
- Professional Relationships
- Supporting Audits
- Data Communications
- Account Inquiries
- Making Announcements
- Asset Protection
- POS Inventory System Operation
- Availability Record Keeping
- Guest Interaction
- Agent Assistance
- Balancing Transactions
- Daily Reporting
- Guest Services
- Complaints Management
- Front Desk Operations
- Clerical Duties
- Reservations
- Reservation Processing
- Account Audits
Timeline
Front Desk Agent/Front Desk Night Auditor
Hilton Garden Inn/Home2Suites by Hilton
05.2023 - Current
Guest Services Agent
Courtyard By Marriott
02.2022 - 10.2023
Night Auditor / Front Desk Agent
Homewood Suites
03.2021 - 04.2024
Office Manager
Grant & Co.
02.2021 - 10.2022
Precloser
Murphy, Dezonia, & Webb An Association Of Attorneys
09.2020 - 01.2021
Office Manager
Southern Screens
05.2020 - 08.2020
Sales & Marketing Coordinator
Lotus And Windoware
12.2007 - 10.2019
Customer Account Manager
Lotus & Windoware
12.2007 - 10.2019
United State Air Force Technical School
High School Diploma -
Charleston High School
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