Dahlia Jefferson is seeking a position that allows her to contribute to organizational goals through continued professional development. She has over 10 years of experience in hotel and hospital customer service roles. Most recently, she was the Front Office Manager at Drury Hotels in Austin for 10 years where she oversaw day-to-day operations and ensured high quality customer experiences. Prior to that, she held roles as Guest Service Supervisor and Patient Escort developing strong communication and problem-solving skills.

1. DAHLIA JEFFERSON
dahliajefferson@yahoo.com ● (512) 903-6703 396 Piedmont Ave. NE Apt 7006 Atlanta,GA
30308
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Objectives
Obtain a position providing an opportunity to make a strong contribution to organizational goals through
continued development of professional skills.
PROFESSIONAL
EXPERIENCE
Drury Hotels – Austin, TX
2007 – Present
Front Office Manager
Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the
customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish
your work. Assist in handling complaints, settling disputes, and resolving grievances and conflicts, or
otherwise negotiating with staff and guest. Supervise staffing levels to ensure that guest service,
operational needs and financial objectives are met. Ensures that regular on-going communication is
happening with employees to create awareness of business objectives and communicate expectations,
recognizes performance, and produces desired results. Understands the impact of department’s
operations on the overall property financial goals and objectives and manages to achieve or exceed
goals. Support management of front desk team by being an example and/or support when necessary.
Conducting inventory of office supplies, bookkeeping, preparing weekly billing and invoice repots, and
training employees on the most current procedures. Daily communication between staff, assistant,
general and regional managers regarding various issues. Perform other job duties requested by
managers.
Hampton Inn & Suites - San Antonio, TX
2006 - 2007
Guest Service Supervisor
Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests,
changes, and cancellations. Secure payment; verify and adjust billing. Activate and file room keys.
Process all guest requests and relay messages. Explain room features to guests; supply guests with
directions and information regarding property amenities, services, and hours of operation, and local
areas of interest. Ensure that any outstanding requests or problems from the previous day receive
priority and are resolved. Run and review daily reports/logs. Complete designated cashier and closing
reports in the computer system. Accept and record wake-up call requests and deliver to appropriate
department. Count bank at beginning and end of shift; secure bank. Process all payment types, paid-
outs, correction vouchers, and miscellaneous charges; provide change. Follow all company policies
and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and
personal appearance are clean and professional; maintain confidentiality of proprietary information;
protect company assets. Welcome and acknowledge all guests according to company standards;
anticipate and address guests' service needs; assist individuals with disabilities; thank guests with
genuine appreciation. Speak with others using clear and professional language; answer telephones
using appropriate etiquette. Develop and maintain positive working relationships with others; support
team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or

2. walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than
or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by
managers.
Memorial Herman Hospital - Houston, TX
2000 - 2006
Patient Escort
Carefully transport patients around the hospital to testing areas. Constant communication with
dispatcher to provide efficient and accurate service. In a timely and efficient manner report any
problems to provide safe trip for patients.
RELATED
SKILLS
Computer Software and Systems
Microsoft Office, Internet Explorer, Firefox, LTI Operating System, Aloha Operating System, Windows,
Macintosh, Cashier, Copy Machine, Fax Machine, Multi Line Phone
EDUCATION
Jay’s Technical Institute - Houston, TX 2006
Stroman High School - Victoria, TX 2000