Livecareer-Resume
JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Customer-oriented General Manager with 11 years of experience focused on increasing customer satisfaction and profits. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen.

Skills
  • Performance improvement
  • Recruitment
  • Client Account Management
  • Team Leadership
  • Conflict Resolution
  • Exceptional interpersonal communication
  • Deadline-oriented
  • Budgeting
  • Relationship building
  • Business Development
  • Efficient multi-tasker
  • Staff training/development
  • Operations management
  • Coaching and mentoring
Work History
04/2017 to Current General Manager High Gravity Adventures Zipline & Aerial Park | Blowing Rock, NC,
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
  • Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Held weekly meetings with Director of Sales to identify techniques to overcome sales obstacles.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Improved brand awareness by monitoring all marketing campaigns and fostering membership acquisitions and business development.
  • Developed effective business plans to align strategic decisions with long-term objectives.
  • Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries.
  • Designed modern employee recognition program which boosted productivity and improved morale.
  • Increased sales by $55,000 by establishing goals, overseeing performance and setting up sales blitz's throughout the year.
  • Maximized efficiency by coaching and mentoring 20 personnel on industry principles, industry practices, company procedures and Opera property management system.
  • Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
  • Developed and maintained relationships with customers and suppliers through continual communication and meetings.
  • Supported regulatory compliance by overseeing all audits to verify protocol adherence.
  • Received superior customer service satisfaction scores for 8 consecutive quarters.
  • Introduced and implemented new protocols to keep both customers and employees safe during Covid-19.
05/2016 to 04/2017 Front Office Manager Restoration Hardware | King Of Prussia, PA,
  • Responded to all guests’ requests, problems, complaints and/or accidents presented at Front Desk or through reservations, comment cards, letters and/or phone calls, in attentive, courteous and efficient manner.
  • Ongoing development of training plans and procedures to lead hotel to outstanding and lasting service scores.
  • Prepared and conduct all Guest Services interviews and follow hiring procedures according to S.O.P.'s.
  • Maximized room revenue and occupancy by reviewing status daily.
  • Analyzed rate variance, monitor credit report and maintain close observation of daily house count.
  • Monitored selling status of house daily, i.e. Flash report, allowances, etc.
  • Participate in required M.O.D.
  • Reviewed Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
  • Prepared employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
  • Ensured that no-show revenue was maximized through consistent and accurate billing.
  • Maintained professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Worked closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, and daily and monthly responsibilities.
  • Operated all aspects of Front Office computer system, Opera and OnQ, including software maintenance, report generation and analysis, and simple programming.
  • Developed and implemented office management procedures, increasing training efficiency, team productivity and accuracy.
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Maintained accurate, current and compliant financial records by monitoring and addressing variances.
07/2015 to 02/2016 General Manager High Gravity Adventures Zipline & Aerial Park | Blowing Rock, NC,
  • Provided best possible experience for guests and employees.
  • Responsible for maximizing revenues and flow through to GOP to meet or exceed budgeted EBITDA.
  • Responsible for preparation of property budget and forecasts.
  • Managed labor standards and property level expenses to achieve maximum flow through to profit.
  • Explains and manages financial activities.
  • Reconcile all financial accounts.
  • Monitored collection of in-house guest balances and direct bill receivables, commission payments by vendors, and issuance of refund checks.
  • Participated and monitored monthly inventory of supplies and equipment.
  • Ensure purchases made were within budget and by approved owners.
  • Identified and sought out potential business in local market.
  • Maintained relationships with local companies and key people to increase hotels visibility within local market.
  • Coordinated and implemented sales and marketing activities.
  • Ensured that all guest related issues are resolved with company’s goals and objectives.
  • Conducted regular meetings to provide various information including company communications, policy reviews, local property activities, goals, etc.
  • Adhered to federal, state and local laws employment related laws and regulations.
  • Managed employee personnel forms, including hiring, performance evaluations, payroll and benefits related information, required Federal and State postings, etc.
  • Conducted coaching/counseling sessions; performance evaluations; prepared performance improvement plans, disciplinary documentation; conducted terminations.
  • Inspected and documented repairs and cleanliness of property to ensure optimum upkeep and repair, room to ensure optimum upkeep of property.
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Established internal databases and record management systems to enhance accuracy and integrity of all documentation and data.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
01/2009 to 07/2015 Operations Manager Laz Parking | Murrieta, CA,
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Interfaced with six department heads to establish tracking mechanisms and processes that created clear and effective information flow internally and with customers.
  • Identified and resolved unauthorized, unsafe or ineffective practices by inspecting production areas regularly.
  • Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
  • Conducted performance reviews each quarter, offering praise and recommendations for improvement.
  • Coordinated visits and provided briefs to very important personnel (VIPs) improving knowledge and awareness of operational activities, programs and offerings.
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Held weekly meetings with all department heads to identify techniques to overcome sales obstacles.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
Education
Expected in B.A. | Business Management University Of Phoenix, San Antonio, TX, GPA:

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School Attended

  • University Of Phoenix

Job Titles Held:

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  • Front Office Manager
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  • Operations Manager

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  • B.A.

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