Dedicated customer care expert seeking a position in customer service or hospitality. Extremely driven, hardworking and possess a strong work ethic. Up for any challenge and willing to start at the bottom and work her way up. Energetic, positive attitude with experience as a Client Services Manager and General Manager at a high volume hotel.
Proficient in word, excel, quickbooks, paypros, and other software platforms
General Manager06/2015 to CurrentWag HotelsRedwood City, CA
Oversee 65+ employees and 200+ guests in house Create sales & expense budgets for the year Responsible for meeting and exceeding budget and keeping expenses down Business Analytics- Weekly hotel analysis, labor analysis, profit & loss, daily sales figures, quarterly board meeting presentations Payroll processing Effectively resolve employee issues Adhere to safety and osha compliance laws Oversee facility maintenance and upkeep Responsible for ensuring the health and safety of all guests in house and addressing any health or behavioral concern Hire and train new staff members including posting for jobs, reviewing applications, conducting interviews, leading new hire orientation, completing new hire paperwork and tax forms.
Client Services Manager09/2013 to 06/2015Wag HotelsRedwood City, CA
Responsible for Customer Service and Customer Experience Daily cash and credit card balancing and troubleshooting Effectively resolve customer complaints Respond to customer feedback via yelp and other social media platforms Organize & execute customer appreciation days Event planning- including charity events, in hotel events, and Chamber of Commerce mixers Employee scheduling Responsible for setting and meeting sales goals Manage tours including tour certifying employees and tracking number of tours given, conversion rates, and referral sources Supply inventory and ordering Seek customer feedback Retail inventory, ordering, pricing, and display Interview and train new team members.
Team Member11/2009 to 09/2013Wag HotelsWest Sacramento, CA
Greet clients and provide exceptional customer service Manage high volume, multi line phone system Process incoming fax transmittals, email inquiries, and online reservation requests Clean and organize retail space and coffee bar Retail inventory and display Train new team members Additional job history and references available upon request.
resolve customer complaints, Event planning, facility maintenance, Payroll processing, quickbooks, sales, scheduling, social media platforms, Supply inventory