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Assistant General Manager Resume Example

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ASSISTANT GENERAL MANAGER
Summary

Goal-oriented Front Desk Supervisor eager to improve team productivity and maximize guest satisfaction. Proficient in managing back-end financial and administrative functions. Excel in fast-paced environments with motivational leadership style and a hardworking mindset. In eight years of experience I have learned that my heart is in hospitality and providing guests with an excellent and one of a kind experience.

Skills
  • Business operations background
  • Training and development skill
  • Team leadership strength
  • Strategic account development and management
  • Budget control
  • Closing tactics and contract negotiations
  • Cross-functional team management
  • Performance improvements
  • Supervision and training
  • Sales team development
  • Communication skills
  • Team building and motivation
  • Purchasing and planning
  • Profit and loss accountability
  • Calm under pressure
  • Networking abilities
  • Training and coaching
  • Team oversight
  • Customer relationship management
  • Employee scheduling
  • Sales planning and implementation
  • Customer experiences
  • Troubleshooting expertise
  • Inventory management
  • Proficient in OnQ and Opera
  • Recruiting and hiring
  • Advertising and marketing
Experience
Assistant General Manager | 05/2019 to CurrentHampton Inn by Hilton - Marshall, MI
  • Motivated and led team members to work together to achieve targets.
  • Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
  • Monitored cash intake to eliminate discrepancies.
  • Tracked data on hundreds of guest comment cards for 2019 to identify marketing trends, needs for improvement and guest satisfaction.
  • Promoted membership benefits with the Hilton loyalty program to prospective clients.
  • Managed and mentored staff of 15 plus to effectively carry out house keeping, front desk , along with food and beverage directives.
  • Worked with management to plan and implement special events to boost customer numbers and profits.
  • Controlled business inventory to keep it beneath $1,500 every two weeks through effective oversight and usage monitoring.
  • Developed and deepened community partnerships to create mutually-beneficial relationships and build new revenue channels.
  • Created professional sales presentations to creatively communicate product quality and market comparisons.
  • Enhanced team engagement and performance with daily updates and weekly/monthly informational meetings.
  • Generated sales by executing sales cycle processes from prospecting to contract negotiations.
  • Strategized long-term business needs while generating guest relations feedback for process improvements.
  • Developed employee handbook, detailed job descriptions and workflow plans to formalize operational systems and procedures.
  • Fostered performance-oriented environment focused on promoting team collaboration, personal accountability and long-term business success.
  • Disciplined and maintained staff of 15 plus to provide hospitable, professional service reflecting business initiatives.
  • Applied knowledge of coverage needs and individual employee strengths to produce effective team schedules.
  • Supervised various critical tasks, including budget implementations, employee reviews, training, schedules and Loyalty memberships.
Front Desk Manager | 05/2018 to 05/2019HamptonInn by Hilton - Marshall, MI
  • Responded to guest reviews on TripAdvisor, Booking.com, and other websites typically within 48 hours.
  • Arranged special accommodations for guests to maintain optimal satisfaction.
  • Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
  • Supervised front desk operations to ensure that all guests received superior customer service from hotel staff.
  • Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Provided concierge services for guests as needed.
  • Developed lasting relationships with guests that built loyalty and drove hotel revenue.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Scheduled and optimized employee schedules to secure proper coverage for all shifts.
  • Corrected guest issues in a timely and professional manner with knowledgeable and friendly service.
  • Planned customized itineraries for guests, including handicap accessible lodging and family activity, resulting in promotion of local tourism and entertainment industries.
  • Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to General Manager on daily basis.
  • Handled payment processing duties and provided customers with receipts and proper bills and change.
  • Explained and pointed out property details to patrons, including dining areas, pool, spa and fitness center.
  • Completed financial audits on a scheduled basis.
  • Monitored reservations to track incoming parties and special events.
  • Mentored new staff on correct procedures, compliance requirements and performance strategies.
  • Anticipated guests' needs ahead of time and responded to requests efficiently.
  • Resolved guest complaints promptly and addressed department managers with concerns within 24 hours.
  • Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
  • Addressed and welcomed as many guests and their visitors to the Hampton Inn, improving overall customer service and engagement.
  • Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
  • Delivered key administrative support to coworkers, taking on additional tasks during peak times.
  • Managed guest check-in and check-out procedures, reservations and payments.
  • Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
  • Generated reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
  • Trained front office personnel in fire, life, and other emergency procedures.
  • Worked with room service, housekeeping, maintenance and security to meet all guest needs.
  • Adhered to company security and check-in policies and procedures and reported suspicious activity to the general manager.
  • Worked with front desk agents, breakfast attendant, maintenance, and house keeping to meet all incoming guest needs, smooth check-in processes and maximize satisfaction.
  • Replied to telephone, email, and in-person inquiries regarding reservations, hotel information, and guest concerns.
  • Supervised team of five front desk agents and eight to ten house keepers, as well as our maintenance team promoting positive work environment through effective communication, active engagement and hands-on assistance.
  • Worked with [Job title]s and [Job title]s to meet all incoming guest needs, smooth check-in processes and maximize satisfaction.
Front Desk Agent / Manager | 07/2017 to 05/2018Holiday Inn - Battle Creek, MI
  • Pleasantly greeted every guest approaching front desk, maintaining upbeat demeanor even during moments of stress.
  • Worked with house keeping and maintenance to meet all incoming guest needs, smooth check-in processes and maximize satisfaction.
  • Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs.
  • Informed travelers of hotel security features and offered details regarding safety processes and procedures.
  • Stayed current on local attractions and special events to help guests with entertainment options.
  • Promoted loyalty by signing customers up for IHG rewards program and encouraged repeat stays through exceptional service.
  • Supported daily operations of hotel front desk, including guest communication and concierge duties in anyone's absence.
  • Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
  • Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to supervisor.
  • Drafted and maintained incident reports, daily activity logs and other documents requested by management.
  • Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Responded to inquiries and room requests made online, by phone or email.
  • Posted charges, updated accounts and issued bills to departing guests.
  • Coordinated with internal departments to handle wide range of guest needs.
  • Shared information with patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Input customer data using Opera software and made immediate updates to reflect room changes.
  • Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
  • Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Set guest and group reservations and processed check-ins and check-outs.
  • Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
  • Explained and pointed out property details to patrons, including dining areas, pool, spa and fitness center.
  • Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
  • Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
  • Delivered key administrative support to coworkers, taking on additional tasks during peak times.
  • Arranged special accommodations for guests to maintain optimal satisfaction.
  • Monitored reservations to track incoming parties and special events.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
  • Handled high volume of phone calls and routed to proper guest or internal department.
Front Desk Agent | 01/2012 to 07/2014Comfort Inn - Marshall, MI
  • Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
  • Computed guest billings and posted charges to room accounts.
  • Set guest and group reservations and processed check-ins and check-outs.
  • Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.
  • Educated guests regarding important property information and directions to all areas of hotel, including casino, gift shop and restaurants.
  • Explained and pointed out property details to patrons, including dining areas, pool, spa and fitness center.
  • Responded to inquiries and room requests made online, by phone or email.
  • Monitored reservations to track incoming parties and special events.
  • Handled payment processing duties and provided customers with receipts and proper bills and change.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Pleasantly greeted every guest approaching front desk, maintaining upbeat demeanor even during moments of stress.
  • Posted charges, updated accounts and issued bills to departing guests.
  • Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
  • Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs.
  • Stayed current on local attractions and special events to help guests with entertainment options.
  • Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
  • Promoted loyalty by signing customers up for Choice rewards program and encouraged repeat stays through exceptional service.
Education and Training
James Maddison High School - - Marshall,MI | | High School Diploma05/2007

Online schooling

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Resume Overview

Companies Worked For:

  • Hampton Inn by Hilton
  • Holiday Inn
  • Comfort Inn

School Attended

  • James Maddison High School

Job Titles Held:

  • Assistant General Manager
  • Front Desk Manager
  • Front Desk Agent / Manager
  • Front Desk Agent

Degrees

  • James Maddison High School - Marshall , MI | High School Diploma

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