Tia Downing

Background

About Tia Downing

I am an expert at wearing many 'hats' simultaneously, and change them out through the day. I am a detail oriented, customer-focused hospitality professional who thankfully excels in environments of change and thrives on making new connections with guests and staff. I have a knack for making sense of chaos, stream lining, and then documenting it in easy to follow, step by step instructions. Projects are my specialty. From multi-phase renovations or transforming a student residence hall to hotel use for 3 months a year; to developing training presentations or manuals - I am your go-to person. I deliver exceptional cost conscious results within the specified timeline. I firmly believe thorough and transparent communication is the key to running any business and is the only way to ensure success and by-in from managers and staff members alike. With communication comes written expectations such as detailed budgets, job descriptions, and policies and procedures. It is my goal to affect positive change through:* Creating lasting, critical relationships * Implementing and strengthening policies and procedures * Delivering excellent customer service and training Highlights: Customer Service/Interpersonal Relationships *20+ years of excellent customer service experience in varied hospitality roles from entry level to Director with a focus on reception and client/guest relationships * Maintained 95% guest satisfaction through three multiphase building renovation projects * Improved guest satisfaction comments and scores at multiple properties by conducting customer service training sessions Policy & Procedures *Developed on-boarding program, handbooks, and training tools for three diverse, customer service related departments *Implemented cross training programs for multi-generational, multicultural staff – increasing skill sets and availability for future coverage Gallup/Clifton Strengths: Empathy | Learner | Focus | Connectedness | Developer