Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
A versatile, pragmatic and highly experienced Manager, trained in Hospitality Management who thrives in dynamic, challenging and fast-paced professional environments. Assertive and enthusiastic, with extensive knowledge in Customer service, Front office, General hotel operations and an unsurpassed work ethic.
Highlights
Excellent in time management
Good team builder
Great leadership skills
Very proficient in various Microsoft Office applications most Hotel management systems such Fidelio, PMS, SPI
Excellent interpersonal communication skills
Flexible and excellent in multi-tasking
Dedicated
Experienced in Relationship building
Good Inventory control and Management skills
Great analytical and problem solving skills
Accomplishments
During my tenure as Assistant General Manager at Quality Inn and Suites, a 127 roomed hotel, I played a major role in rate and inventory management, building guest loyalty to maximize revenue and steer the hotel to profitability.
Spearheaded an employee engagement and training program, resulting in a 15 % decrease in annual employee turnover from an initial 22%
Identified and acquired high-value new clients for the company in my additional role as the hotel's Sales and Marketing account Manager, thereby sustaining the hotel's business, seasonality challenges notwithstanding
Boosted Owner satisfaction ratings by 40% in under 15 months in my capacity as Reservations Manager with Spinnaker Resorts timeshare company
Helped create an owners' RCI and Interval International week deposit program/tool that cut down processing times, average call wait times, increased efficiency while reducing errors and ultimately boosting service delivery
Education
College Diploma: Hospitality Management, Expected in 2003 Institute of Commercial Management - , GPA:
Relevant Coursework included; Guest Relations, Front Office Management, Accounting, Sales and Marketing, Housekeeping & Accommodation Laws.
College Diploma: Business Administration and Management, Expected in 2000 College of Professional Management - , GPA:
Relevant Coursework included; Sales & Marketing, Public Relations, Financial Management, Accounting, Purchasing and Supplies Management and Economics
Experience
Corporate Reservations Manager, 06/2013 to 06/2015 Cook County Sheriff – Chicago, IL,
Oversaw the development and successful launch of Owners' week Deposit Tool that dramatically improved service delivery, drastically reduced errors and call wait times.
Managed inventory for all 11 Spinnaker Resorts and ensured appropriate utilization per percentage allocation, namely; owner usage (Float), Rental, Sales & Marketing and HOA respectively
Spearheaded continuous weekly training sessions for reservations department staff with steady focus on service delivery to our owners and guests
Was responsible for responding in a timely fashion to owners'/guests' comment cards pertaining to service and resort amenities
Verified and reviewed all scheduled reservations at the 11 resorts to ensure correct coding and categorization by source. Also verified all rental reservations for correct rates, length of stay, financials and ensured that special requests were satisfied, subject to availability
Ensured the department was adequately staffed to enable smooth delivery of service to over 40,000 of our owners and guests
Liaised with IT department to ensure that reservations department staff had ample technical support such as operating software, functioning soft phones and headsets, access to web resources to perform their duties effectively
Responsible for maintaining professional standards in phone etiquette, overall appearance and positive attitude. Also ensured maximum productivity from all reservations staff by assigning additional tasks depending on call volumes and approving payroll.
Ran a very successful employee recognition program for great customer service comments from our owners and guests
Produced department utilization reports for the CEO that indicated staff productivity and time management
Effectively motivated staff towards greater focus on minimizing call wait times by providing them with the resources they needed to assist our owners and guests in a fast and friendly manner
liaised with Front Office Managers at our Branson, Hilton Head and Ormond Beach resorts for feedback on areas that needed improvement
Workforce Development Coordinator, 01/2013 to 06/2013 Hy-Vee – Winterset, IA,
Greeted, assisted, interacted and communicated professionally with customers at all times
Assisted and trained customers with software and computer programs used in Resource Center
Educated customers about SC WORKS and Workforce Investment Act (WIA) services
Conducted weekly orientation sessions and assisted with the preparation of gathering documents for Case Manager for eligibility purposes
Conducted budget and resume writing and other classes as assigned
Collaborated and liaised with other SC WORKS partners to ensure proper referrals
Maintained current and up to date knowledge of partner programs, employment opportunities and other local services
Conducted local community outreach activities with the aim of promoting awareness and benefits of the Workforce Investment Act program
Maintained fluency in all software programs used in the SC WORKS center
Assisted career counselor with contacting customers while in training and/or after they have found employment
Served as an SC WORKS liaison for the Workforce Development Director for the purpose of promoting communication
Assistant General Manager, 10/2007 to 09/2012 Quality Inn & Suites – City, STATE,
Managed group bookings, coordinated banquets and meeting space and made necessary advance arrangements prior to arrival
Motivated, developed department heads and promoted a conducive and productive work environment with greater focus on employee engagement with an aim of optimizing individual staff performance and maintaining high service standards
Ensured hotel's compliance with required Quality Inn franchise and Quality Inn Brand service standards
Oversaw the hiring process and trained team leaders with a view of attaining and maintaining exemplary standards in guest service
Periodically reviewed direct bill accounts to ensure payments are received in timely fashion as stipulated in the contracts
Assisted the General Manager in Procurement and Budgetary allocation for each department, preparing home office reports on a timely basis and occasionally authorized requisitions and acquisitions
Identified, pursued potential business sources/leads and established relations beneficial to the hotel
Cultivated repeat business through follow up with guests' concerns during and after their stay
Kept abreast with local business trends and events with the goal of potentially securing business in form of room nights and/or revenue through meeting room space while exploiting other revenue generating avenues for the hotel
Ensuring that each department is sufficiently equipped, staffed and adequately trained to satisfy and exceed the expectations of our guests
Night Manager & Front Office Supervisor, 01/2005 to 09/2007 Myrtle Beach Marriott Resort – City, STATE,
Checked in guests and ensured they were accorded excellent service by the entire department
Held daily meetings with Front Office department staff to iron out guest satisfaction issues with a view of maintaining consistency in high standards
Personally followed up with guests through calls during and after their stay with an aim of maintaining guest loyalty to the Marriott Brand
Supervised Front Desk Agents, Night Auditors, the hotel security staff and was also responsible for ensuring accuracy in cash drawers at all times
Checked for accuracy in revenue reports before forwarding the same to the General Manager and relevant departments
Ensured revenue from various outlets was posted accordingly and accurately
Reported to the General Manager on issues relating to hotel operations and other concerns that needed attention from relevant departments
Additional Information
Awards:
9-Time Marriott's 'Spirit to Serve' award recipient, for Exemplary, above and beyond attitude in guest satisfaction
Certifications:
NSPF® Certified Pool/Spa Operator (CPO®) from the National Swimming Pool Foundation
Skills
Excellent knowledge of Microsoft Office applications
Good working knowledge of Hotel Management programs e.g. Fidelio, PMS, SPI
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