Kathryn Johnson

Experience

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  Hilton Garden Inn Fort Myers Airport/ FGCU

  Sept 2009 - May 2013

  My responsibilities included check ins, check outs, reservations, PBX operations and functioning as nightly manager on duty. I assisted with resolving guest issues and worked hands on training new employees. My responsibilities included check ins, check outs, reservations, and PBX operations.

  • Front Desk Supervisor

    Jan 2011 - May 2013

  • Guest Service Agent

    Sept 2009 - Jan 2011
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  Hilton Garden Inn Fort Myers Airport/FGCU

  Mar 2018 - now

  - Fulfills role of Front Office Manager in addition to overseeing general hotel operations related to housekeeping and maintenence.- Conduct, record, and maintain Hilton training documentation for all hotel employees.- Attend weekly revenue meetings with GM to assure that we are situated to meet or exceed budget, increase ADR, and maintain a favorable placement within the local market.- Assist GM in ensuring profitability, controlling costs and quality standards. - Ensure that all departments work cohesively to meet the company wide goal of insuring total guest satisfaction. Show less - Manages a hotel property of 164 guest rooms. - Supervise a team of 12+ Guest Service Agents. Ensuring that all agents are providing our guest with superior customer service. This includes assisting with both arrival and departure, reservations, airport transportation, and concierge. - Coach's, counsels, and develops by submitting annual performance appraisals. - Completes payroll, scheduling, and budgeting with fiscal responsibility.- Oversees the pre arrival, arrival, stay, and departure of all VIP's, social guests, and group guests. This includes direct problem solving. - Fulfillment of all airline contracts. Includes booking, invoicing, and maintaining proper documentation.- Reviews all incoming reservations to anticipate guest preferences and pro-actively avoid guest issues.- Addresses and rectifies any guest concerns and/or complaints alone or by partnering with leaders from other departments, which includes authority to provide compensation for solving concerns. - Analyzes customer feedback, trends, and provides suggestions for operational improvements Show less

  • Rooms Division Manager

    Apr 2017 - now

  • Front Office Manager

    May 2013 - now

  • Assistant General Manager

    Mar 2018 - Jul 2020
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  Harlem Heights Community Charter School

  Aug 2020 - Mar 2024

  K-5 Classroom Teacher