1. Amie Gene Jackson20492 Cheyenne Street । Detroit, Michigan48235 । 313.673.5995 ।amiegene2015@gmail.com
Professional Summary
Creative and high volume experience in customerservice with concentration in guest service, hospitality,
and employee relations. 16 years experience in driving sales, quotas and clientele through guest connection
and engagement. Supervised 15 +employees including front desk, maintenance and breakfast staffand
housekeeping inthe absence of an assistant general manager and general manager. Supervised lowincome
young adults in positive outlook and alsoin reading, math, applying for college, caring for our seniors and
community service.
Skills & Highlights
* Optimist Approach/High Level Critical Thinking and Competitive Approach
* Leadership & Communication
* Full, consistent utilization of Hilton Garden Inn’s HEARTmodel
* Supervised teen cadets toward moving forward
* Spearheaded guest satisfaction, loyalty creation and connection
* Collaborated with management in obtaining 2017 Platinum Award for Quality Inn of Auburn Hills
* Response to TripAdvisor Surveys in which held #1 position for multiple months, currently #1. (see
TripAdvisor for the QualityInn of AuburnHills for response style)
Education
Eastern Michigan University 09-2002 to 04-2009
Communications and Theatre Arts, Psychology, B.A
Western International High 09-1998 to 06-2002
General Studies, Diploma
Experience
Quality Inn Auburn Hills 06-2015 to present
Front Desk Supervisor
 Optimized guest surveys in flow on Trip Advisor and Medallia and responded to all surveys.
 Interdepartmental collaboration for the betterment of property and guest satisfaction
 Created Directions folders for guest convenience
 Managed & Prepared Breakfast Staff for Routine Inspections, Ordered Weekly Foods necessary
 Assistedand collaborated with management to relieve workload when understaffed (filled in gaps)
 Organized log binders; callback logs, night audit packs, daily cash logs, front desk check lists,credit card
authorization binder, third party binder, adjustment binder, corporate lodging and inventory lists,assistedsales staff
 Advised front desk in guest connection, positivity and probing if stay was not 100% satisfactory, monitored petty
cash intake
 Covered shifts one, two and audit with arbitrary call offs.
 Retrieved rates from third party websites and surrounding competitive properties.

2. Hilton Garden Inn Southfield 08-2014 to 06-2015
Guest Service Agent
 Name mentioned on Salt survey 9 times within a 10 month period, responded to 9 & 10 Salt surveys
 Nominated for ROSE award
 NTE direct payments
 Customer Really Matters baskets for those visiting for a special occasion
 Prepared and shipped packages via FedEx to guests who left items behind on property.
 Organized log binders, created CRM toolkits
 Monitored in house guest high balance reports
 Zoned in on sufficient service recovery and driving scores to uphold loyalty
 Transported guests in hotel shuttle within a 6 mile radius of hotel, assistedHilton Honors walk guests, Diamond
primarily and some gold and lower tier.
Hampton Inn Madison Heights 06-2012 to 08-2014
Guest Service Agent
 Refilled coffee stations
 On property reservations
 Guest of the Day and Company of the Week baskets
 Monitored and Increased Average Daily Rate via Upselling
 Guest Connection/Satisfaction and Loyalty
Oakland Mall Information 01-2011 to 05/2015
Client Service Representative
 Rented out wheelchair and scooters
 Collaborated with mall management & security in setting up and monitoring children’s Giggle Gang events and
radio events
 Sold copies, faxes, gift cards and tote bags
H&R Block 12-2011 to 04/2012
Client Service Professional
 Assessedclient information and matched them with appropriate tax preparer
Loss Prevention/Kroger (District G) 01-2010 to 02/2011
Security Specialist
 Monitored back cameras and patrolled stores for potential shoplifters
 Monitored and pulled expired product from store shelves
 Advised store employees on proper policy and protocol
References
Kara Wesley

3. Retired Ford MotorCompany
6232 Black Hawk Cove
Olive Branch,MS 38654
(313) 207-5663
Tiffani Trapani
GeneralManager
Quality Inn
Auburn Hills, MI 48326
(248) 370-0044
Tonya Lewis
GeneralManager
Hampton Inn
Madison Heights, MI 49071
(248-585-8881
StephanieAllen-Knutson
Accounting Manager
Hilton Garden Inn
Southfield, MI 48034
(248) 356-1100