Established hospitality manager with three years of hotel management and over four years of exceptional customer service in a professional enviorment
*Computer proficient with internet and Microsoft Office programs including Excel, Word and Outlook
*Driven and goal-oriented. Promoted to Front Office Supervisor within the four months of employment with TMI Hospitality. Promoted to Assistant General Manager in the first year with the company
*Developed and led quality customer service teams resulting in high Guest Satisfaction scores
Assistant General Manager July 2012 to September 2015Fairfield Inn and Suites West － Amarillo, TX
Restructured training and implemented new procedures based on guest feedback and personal observations to improve customer service and satisfaction.
These methods helped to improved the hotel's Marriott Guest Satisfaction Scores from red zone to green.
Improved scores from low 60's to mid 80's within a six-month period.
Interview, hire, and train new employees.
Complete new hire paperwork and orientation.
Explain company benefit plans to eligible employees and assist with enrollment Organized and directed Front Office training and development.
Established strong teams of 6 to 10 guest service agents that consistently achieved 85-100% scores in staff service on Guest Satisfaction surveys.
Create and update logs, forms and reports using Microsoft Office programs such as Excel and Word Responsible for Accounts Receivable billing and payment processing.
Insured direct bill accounts were current and establishing new accounts after verifying credit references.
Resolve any past due and/or bad debit accounts following company guidelines.
Guest Service Agent/ Front Desk Supervisor July 2011 to June 2012Residence Inn by Marriott － Amarillo, TX
Assisted director of sales in booking groups and companies as directed.
Answered inquiries pertaining to hotel services, guest registration, and group bookings.
Assisted General Manager with monthly tax exemption reports, accounts receivable billing, and documenting and resolving guest complaints and issues.
Completed daily office duties including answering multi line telephone system transferring calls, providing information, taking messages, or making reservations.
Achieved promotion to Front Office Supervisor after four months for outstanding work ethic and positive customer feedback.
Directly supervised seven employees.
Assisted the General Manager in interviewing and selecting six of the seven employees.
Organized and initiated developmental and brand standard training for all Front Office associates from November 2011 through June 2012.
Developed a strong Front Office team during the hotel's complete renovation, which lasted just under 18 months.
During this time our Marriott Guest Satisfaction Scores remained in the green with staff service rated in the upper 80's to low 90's.
Guest Service Agent April 2011 to July 2011Travelodge － Amarillo, TX
Provided friendly and professional customer service in a 78-room extended stay hotel property.
Met and exceeded high customer satisfaction standards set by Marriott International.
Managed the booking and billing of guest reservations in person and over the phone using multiline telephone system.
Answer enquiries regarding hotel services, directions, and registration.
Greeted guest at arrival providing prompt and efficient check-in process.
Maintained friendly and professional demeanor with guest under high volume times of check in Reviewed daily reports noting and resolving discrepancies throughout the shift Performed clerical duties such as filing, transferring calls and scheduling appointments.
Bartender/ Barback February 2007 to March 2011Duke Tracy's － Amarillo, TX
Mix and deliver beverage orders quickly while providing great customer service.
Increased sales 10% over several months.
Reduce problems and liability concerns by following TABC policies and procedures providing a safe environment for evening entertainment.
Balance cash drawer and credit card receipts after closing.
Inventory count of beverages and supplies nightly and weekly.
Bartender/ Waitress March 2006 to December 2007Lincoln's － Amarillo, TX
Receive customer orders and deliver food and beverage to customers.
Prepare beverages or garnish meals.
Deliver exceptional customer service, resolving customer problems or issues promptly and efficiently.
Balance cash drawer and credit cards receipts at closing.
Bachelor of Science : Business Administration Human Resource Management, June 2018Colorado Technical University － Colorado Springs, COGPA: GPA: 3.76Business Administration Human Resource Management GPA: 3.76 Relevant course work: Management of Human Resources, Management Fundamentals, and Composition Writing and Research
Accounts Receivable, scheduling appointments, Balance, billing, clerical, closing, credit, customer satisfaction, customer service, debit, filing, forms, Front Office, General Manager, Human Resources, Inventory, director, Excel, Microsoft Office programs, office, Word, payment processing, policies, promotion, renovation, Research, sales, Supervisor, surveys, taking messages, tax, telephone, phone, Type, Composition