Experienced Conference Center Manager and Hospitality Industry Manager with over 29 years of experience in building maintenance, daily operations, staffing and sales. . Excellent reputation for resolving problems, improving customer satisfaction, staff management and driving overall operational improvements. Consistently saved costs while increasing profits. Delivering 100% satisfaction to clients and management.
Skills
Operations Oversight
Budgeting
Teamwork
Employee Training
Prospecting Clients
Grounds maintenance
Customer engagement and assistance
Safety requirements and codes
Repair and maintenance
Building system functionality
Property tours and inspections
Contract Negotiation
Product and Service Sales
Relationship building
Team Leadership
Scheduling
Staff Management
Quality Management
Equipment operations
Operations management
Coordinating repairs
Project Management
Construction project management
Financial budgeting and reporting
Building operations
Sales processes
Goals and Performance
Positive and upbeat
Work History
Conference Center Manager, 01/2007 to Current Compass Group Usa Inc – Kankakee, IL,
Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
Checked facility, employee work and service levels to maintain compliance with company and industry standards.
Maintained working knowledge of building security, HVAC, electrical and other systems vital to successful building operation.
Scheduled, directed and supervised external contractors in maintenance and upkeep of conference center building.
Coordinated leasing, contracts with other companies and facility maintenance budgets to provide for seamless building operations.
Supervised and trained custodial staff in cleaning and maintenance of facilities and premises.
Developed and maintained relationships with Internal and external customers and suppliers through continual communication and developing relationships.
Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
Implemented Guest Satisfaction program and used only qualified staff to promote memorable, consistent and positive guest experiences.
Maintained cleanliness and organization of conference rooms and staff workspace, working closely with employees to systemize tasks.
Delegated daily tasks to employees, streamlining daily progress and efficiency.
Built loyal account base and long-term business relationships with PetroSkills classes and external accounts.
Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Managed purchasing, sales, marketing and customer account operations efficiently.
Upheld great standards of leadership for employees, consistently leading by example for best-in-class "perfect" work.
Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Supported regulatory compliance by overseeing all audits to verify protocol adherence.
Assisted with marketing strategy creation and advertising initiatives to better promote facility to public.
Promoted positive customer experience through day-to-day supervision and management of conference center facility.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Interacted well with our internal and external customers to build connections and nurture relationships.
Scheduled employees shifts, taking into account customer traffic and employee strengths.
Enhanced operational efficiency and productivity by managing budgets, accounts and amount of business.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Monitored over employees' day-to-day activities and made plans to rectify issues resulting in better productivity/organization.
Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
Organized budget documentation and tracked expenses to maintain tight business controls.
Generated invoices upon receipt of billing information and tracked collection progress.
Maintained relationships with vendors and managed invoices for all conference center operations. Invoiced all internal and external clients. Collected all forms of payment by external clients.
Worked with conference center customers to understand needs and provide proposals for service.
Assistant Manager, 07/2000 to 01/2007 Ace Hardware – Hampton, VA,
Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
Established and optimized schedules to keep coverage and service in line with forecasted demands.
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
Trained team members in successful strategies to meet operational and sales targets.
Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
Coached team on effective upselling and cross-selling methods.
Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
Monitored employee performance and developed improvement plans.
Submitted reports to senior management to aid in business decision-making and planning.
Supported staff development and goal attainment by focusing on skill development and job satisfaction.
Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
Responded to customer concerns, working with manager to raise customer satisfaction ratings required by Marriott.
Assessed workloads to meet seasonal fluctuation needs.
Handled customer service by dealing with complaints, organizing stock and answering customer questions.
Applied customer feedback to develop process improvements and support long-term business needs.
Kept work areas clean, organized and safe to promote efficiency and team safety.
Developed and managed employee schedules, balancing individual requests and requirements with business needs.
Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience.
Provided current employees options for additional training opportunities.
Communicated with managers of other departments to maintain transparency.
Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
Attended monthly sales meetings and reported pertinent information to employees.
Assisted Manager in interview process of prospective employees and provided feedback.
Director of Sales and Marketing, 02/1992 to 11/2006 Hersha Hospitality Management, Lp – Campbell, CA,
Managed revenue models, process flows, operations support and customer engagement strategies.
Forged and nurtured relationships with customers to cultivate loyalty, boosting customer satisfaction ratings.
Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
Prepared sales presentations for clients showing success and credibility of hotel.
Managed and motivated sales team.
Initiated new sales and marketing plans for product roll-outs, including developing sales, distribution and media strategy.
Drove team and company profits by developing and strengthening relationships with industry partners and potential clients.
Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
Hired sales representatives.
Built deep relationships with business clients.
Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
Investigated and integrated new strategies to expand business operations and grow customer base.
Monitored sales team performance, analyzed sales data and reported information to area managers.
Created all aspects of sales planning, development, and team and account management hotel.
Held one-on-one meetings with sales team to identify selling hurdles and offered insight on how best to remedy such issues.
Collaborated with upper management to implement continuous improvements and exceed team goals.
Led targeted training programs to educate staff on product benefits and service capabilities.
Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Organized promotional events and interacted with community to increase sales volume.
Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
Built relationships with customers and community to establish long-term business growth.
Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation.
Held weekly meetings with sales, front desk manager, food & beverage and General Manager to identify techniques to overcome sales obstacles.
Targeted prospects in other territories through careful research of competitor products, services and trends.
Hired, supervised and coached employees on sales strategies to optimize performance.
Marketed hotel to targeted audience at trade shows and events.
Attracted new clientele and developed customer relationships by hosting product-focused events.
Maintained up-to-date knowledge of hotel and performed competitor analysis.
Education
High School Diploma: , Expected in Odessa High School - Odessa, TX GPA:
No Degree: Business Administration And Management, Expected in Odessa College - Odessa, TX GPA:
No Degree: Hospitality Operations And Sales, Expected in Marriott Hotels - , GPA:
No Degree: Hospitality, Operations And Sales, Expected in Hilton Hotels - , GPA:
No Degree: Hospitality Operations And Sales, Expected in Holiday Inn Hotels - , GPA:
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