DEIDRE JOHNSON
Perry
Summary
Skilled in fostering team excellence and optimizing operations across multiple departments, while excelling in registration management and exceptional customer support. Achievements include streamlining guest feedback systems and enhancing staff performance through targeted training. Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.
Overview
9
9
years of professional experience
Work History
Sr. Rooms Operations Manager
Marriott
02.2025 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Front Office Manager
Hyatt
09.2023 - 12.2025
- Established procedures for handling difficult guests, reducing the number of escalated situations.
- Created a system to track customer feedback and complaints, resulting in improved response times.
- Monitored daily performance metrics to assess team progress towards achieving goals.
- Developed and implemented strategies to improve customer satisfaction scores by 11%.
- Coordinated with vendors for supplies needed for daily operations of the hotel.
- Collaborated with marketing team on promotional campaigns aimed at increasing hotel occupancy rates.
- Organized special events such as conferences, weddings, and receptions for high profile guests.
Operations Manager
Hilton
07.2022 - 09.2023
- Conducted regular training sessions for new staff members on customer service best practices.
- Performed quality assurance checks on staff interactions with customers on a regular basis.
- Drafted detailed reports outlining key performance indicators related to guest services.
- Observed and monitored staff performance to promote efficient operations and adhere to facility's policies and procedures.
- Interviewed and hired applicants.
- Maintained excellent communication with other departments to ensure smooth operations during peak hours.
- Analyzed weekly sales reports to identify trends in guest preferences and bookings.
Taskforce Operations Manager
Hilton
06.2023 - 08.2023
- Resolved customer issues quickly and professionally while maintaining high customer satisfaction ratings.
- Managed the daily operations of multiple departments to maximize efficiency.
Front Office Supervisor
Marriott
06.2021 - 07.2023
- Developed talented team, participating in hiring, coaching, and performance management processes.
- Provided employees with guidance in handling difficult problems or in resolving escalated complaints or disputes.
- Ensured effective communication among staff members by providing training when necessary.
- Liaised between departments to facilitate smooth workflow across the organization.
- Supervised front desk operations, including check-in and check-out procedures and guest services.
- Coordinated with other departments within the hotel regarding day-to-day tasks and special requests made by guests.
- Developed strategies to increase customer satisfaction levels through improved service delivery standards.
- Liaised effectively with other departments such as sales and marketing teams in order promote new packages and services offered by the hotel.
- Implemented cost control measures to reduce overhead expenses while maintaining quality standards.
- Responded promptly and professionally via telephone calls and emails sent by potential customers enquiring about room availability and rates.
- Monitored staff attendance and ensured compliance with company policies.
Guest Experience Leader
Hilton
06.2017 - 06.2021
- Assisted guests in navigating their way through the facility while providing helpful information along the way.
- Delegated tasks efficiently amongst team members according to individual strengths and abilities.
- Generated innovative ideas for special events aimed at building stronger relationships with customers.
- Compiled daily, weekly, and monthly reports on guest experience metrics.
- Analyzed data from surveys to identify areas of opportunity for improvement.
- Participated in industry related conferences to stay abreast of current trends in hospitality services.
- Optimized operational efficiency by implementing process improvements across multiple departments.
- Mentored and trained new team members in excellent customer service practices.
Education
Bachelor of Science (B.S.) - General Business Candidate
The University of Alabama
Tuscaloosa, Alabama01.2025
High School Diploma - undefined
Hoover High School
Hoover, Alabama05.2015
Skills
- Registration Management
- Project Management
- Front Office Management
- Policy and Procedure Modification
- Hospitality Service
- Office Management Software
- Conflict Management
- Database Administration
- Senior Leadership Support
- Data Entry
- Listening Skills
- Exceptional Customer Support
Timeline
Sr. Rooms Operations Manager
Marriott
02.2025 - Current
Front Office Manager
Hyatt
09.2023 - 12.2025
Taskforce Operations Manager
Hilton
06.2023 - 08.2023
Operations Manager
Hilton
07.2022 - 09.2023
Front Office Supervisor
Marriott
06.2021 - 07.2023
Guest Experience Leader
Hilton
06.2017 - 06.2021
High School Diploma - undefined
Hoover High School
Bachelor of Science (B.S.) - General Business Candidate
The University of Alabama
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