Allyson Hanna

Hello! My name is Allyson Hanna; I am 21 and a junior at the University of Tennessee pursuing my bachelors in hospitality and tourism management with a double minor in business administration and entrepreneurship. I have been working in the customer service/hospitality industry since I was 16 when I got my first job at McDonalds. I spent 3 years working in this job and received two promotions during my time. In 2021, I started a position as front desk associate for the Courtyard Marriott Knoxville West. I am currently employed here as the front desk lead, and also work part time at the Tennessee Theatre as a porter, making sure the facilities and spaces are clean and safe for visitors. 

I am passionate about providing excellent customer service to guests. Connecting with the guest has become my priority, and I now realize that being totally authentic and radically empathetic to each person's needs is what makes me truly happy. Business in general has always fascinated me; I started my own pet sitting business at age 13, offering my services to families from my local 4-H club. To this day I freelance my pet sitting services, since my original client base has expanded through word of mouth. 

Throughout my 5 years in the customer service industry, I have improved on my interpersonal, multi-tasking, team work, and organizational abilities. I have experience operating Office 365 applications, balancing a cash drawer and performing cash transactions, working on multiple POS systems, and other back of house office skills. My hotel has a Starbucks and bistro/bar in the lobby, and while I do not have any bartending experience, I have my Tennessee ABC server permit and barista experience.

Courtyard Marriott Knoxville West (Front Desk Lead) - May 2021 to Present

• As the front desk lead, I motivate and oversee a team of 4 employees. I run daily reports, answer 30+ calls per shift, check guests in and out, and communicate with housekeeping and engineering for necessary cleaning, repairs, and guest requests. My property is located next to a Tesla supercharging station, and I have been trained as a Starbucks barista for walk-in customers at the Bistro, a restaurant inside the lobby. I perform operations on the Marriott's PMS system, FOSSE and MARSHA, as well as assist the sales team in setting up and breaking down events in our conference rooms. Along with directing calls and making sales for group blocks, I had the opportunity to cater and work a 72 person Team Health corporate banquet with my sales manager, Megan Hodges. My main goal as front desk lead is to resolve guest complaints in a timely manner and go above and beyond to provide unforgettable service and build brand loyalty. 

McDonalds (Crew Trainer) - February 2018 to May 2021

• I started my first job as a front of house crew member, and after 6 months was promoted to crew trainer. I was offered a position as management, but wasn't able to accept due to being in high school and not able to meet the minimum hour requirement. As a crew trainer, I oversaw front of house activities involving stocking, bagging drive through and front counter orders, approved employee meals and breaks, trained over 50 employees in all positions, counted cash drawers, and maintained company times by operating a smooth transition of work flow. 

I received my high school diploma from Pensacola Christian Academy in 2020 with a GPA of 3.9. 

I am currently a junior at the University of Tennessee pursuing my bachelors in Hospitality and Tourism Management with a double minor in business administration and entrepreneurship. My expected graduation date is May, 2024.