Jessica Hanes
Antioch
Summary
Versatile hospitality expert with 10 years in sales and operations management, team leadership, and customer service excellence. Expertise includes leading training initiatives, optimizing reservation systems, and enhancing cross departmental partnerships. Committed to delivering high-quality customer service and fostering a collaborative team environment across diverse settings.
Overview
13
13
years of professional experience
Work History
Assistant Manager: Group Services
Loews Hotels & Co
Franklin
02.2022 - Current
- Led reservation support for specialty VIP programs including but not limited to high profile programs involved with Oscars, MLB and FIFA events.
- Overseeing team of 16 members (and growing) servicing all overnight group accommodation needs for 17 luxury hotels and resorts.
- Executed training, scheduling, and coaching to improve team efficiency and boost morale.
- Managed client expectations through strategic communication and process explanations.
- Enhanced property partnerships by fostering team engagement and collaboration.
- Collaborated with leadership to create effective training materials as a subject matter expert.
- Supported interdepartmental initiatives with cross training.
- Directed research for system implementations, ensuring adherence to brand standards.
- Partnered with IT and vendors for optimal program functionality to elevate customer service.
Group Reservations Coordinator
Loews Hotels & Co
Franklin
11.2021 - 02.2022
- Coordinated group overnight accommodations and streamlined reservation imports across multiple programs.
- Managed guest requests and coordinated billing with property partnerships to ensure seamless service.
- Facilitated pre-cons meetings to align on operational needs and expectations.
- Met client expectations by providing accurate, timely responses and comprehensive rooming lists.
Travel Planner
Loews Hotels & Co
Franklin
06.2021 - 11.2021
- Centralized reservations and coordinated guest relations and outlet planning.
Guest Services Manager - Homewood Suites
Vista Host Management
Nashville
06.2020 - 06.2021
- Managed guest relations to ensure exceptional service experiences.
- Collaborated with sales team to identify leads for rebuilding corporate business post-COVID and resolved guest and interdepartmental conflicts to enhance guest satisfaction.
- Trained and supervised staff on customer service best practices.
- Implemented feedback systems to enhance guest satisfaction initiatives.
- Provided OnQ reservations support and scheduled team members across multiple departments (housekeeping, food and beverage, front desk operations) to ensure smooth operations.
Senior Group Sales & Meetings Manager - Homewood Suites
Vista Host Management
Nashville
09.2016 - 03.2020
- Increased meeting revenue by 3% from 2016-2018 and 2% from 2018-2019; represented team at various networking and business events.
- Coordinated logistics for corporate meetings and events across multiple locations.
- Coordinated client and vendor relationships, conducted cold calls and in-person sales meetings, and managed group room accommodations and event space contracts.
- Managed scheduling and room setups to ensure smooth event execution.
- Developed and maintained relationships with vendors and suppliers for event services.
Guest Services Manager - Home2 Suites
Vista Host Management
Nashville
03.2015 - 09.2016
- Supervised daily operations to ensure exceptional guest experiences.
- Managed guest inquiries and resolved issues promptly and effectively.
- Trained and mentored staff on customer service techniques and best practices.
- Trained guest services agents to embody Vista Host's OPOG (outrageously pleasing our guests) vision, enhancing guest interactions and satisfaction.
Leasing Consultant/ Event Coordinator
Edwards Student Housing Management
Knoxville
05.2013 - 09.2014
- Executed on-campus marketing and promotions, boosting leasing at Quarry Trail location.
- Coordinated event planning and implementation of 'Love Where You Live' branding to enhance college student living and engage local community.
- Social media concept development and management.
- Development of local business partnerships and growth.
- Led senior leasing agent schedule and managed summer 'Turn Team' for timely repairs and refurbishments of 800 units for new tenants.
- Conducted annual audits of reports in collaboration with corporate team to maintain financial integrity.
Education
Bachelor of Science - Hotel, Restaurant, and Tourism with business management minor
University of Tennessee
Knoxville, TN05-2014
Development Department Intern
American Red Cross
Knoxville, TN01-2014
Skills
- Reservation systems
- Event coordination
- Operations management
- Sales strategies
- Training development
- Scheduling and planning
- Time management
- Microsoft office expertise
- Multitasking and organization
- Customer service
- Team leadership
- Strong verbal and written communication
- Training
- Revenue optimization
Timeline
Assistant Manager: Group Services
Loews Hotels & Co
02.2022 - Current
Group Reservations Coordinator
Loews Hotels & Co
11.2021 - 02.2022
Travel Planner
Loews Hotels & Co
06.2021 - 11.2021
Guest Services Manager - Homewood Suites
Vista Host Management
06.2020 - 06.2021
Senior Group Sales & Meetings Manager - Homewood Suites
Vista Host Management
09.2016 - 03.2020
Guest Services Manager - Home2 Suites
Vista Host Management
03.2015 - 09.2016
Leasing Consultant/ Event Coordinator
Edwards Student Housing Management
05.2013 - 09.2014
Bachelor of Science - Hotel, Restaurant, and Tourism with business management minor
University of Tennessee
Development Department Intern
American Red Cross