Ambitious and results-oriented General Manager with over 11 years of experience creating strategic alliances with General Management to effectively align with and support key business initiatives. Progress-driven planner adept at building and retaining high-performing teams. Leverages effective daily production planning, budgeting and resource management to reach operational objectives.
Skills
Performance improvements
Supervision and training
Cross-functional team management
Policy/program development
Cost analysis and savings
Employee scheduling
Staff training
Safety protocol
Packaging and sanitation
Customer experiences
Calm under pressure
Recruiting and hiring
Customer relationship management
Purchasing and planning
Schedule management
Training and coaching
Experience
General Manager, 11/1997 - Current Chenega Corporation – Exton, PA,
Established clear performance goals and metrics for revenue, P&L, customer service and customer retention.
Delivered exceptional client experiences through hands-on leadership of associates and managers.
Built and maintained loyal, long-term customer relationships through effective account management.
Designed sales and service strategies to improve revenue and retention.
Managed shrink processes and inventory levels for corrective action planning to save costs.
Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
Developed employee handbook, detailed job descriptions and workflow plans to formalize operational systems and procedures.
Enhanced operational performance by developing effective business strategies, systems and procedures.
Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
Strengthened product branding initiatives and maximized outreach by overseeing acquisitions, events and business development.
Maximized time and manpower by consolidating data, payroll and accounting programs into centralized system.
Tracked monthly sales to generate reports for business development planning.
Hotel Front Desk Clerk, 05/2005 - 12/2005 Churchill Downs Inc. – Vicksburg, MS,
Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
Arranged special accommodations for guests to maintain optimal satisfaction.
Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
Facilitated front desk operations for busy high-volume hotel.
Pointed out property details and guided guests to dining areas, pool, spa and fitness center.
Input customer data into reservation software and made immediate updates to reflect room changes.
Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
Processed guest payments for room charges, food and beverage charges and phone charges.
Handled high volume of phone calls and routed to proper guest or internal department.
Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
Issued room keys to guests upon check-in and answered questions regarding proper use.
Computed guest billings and posted charges to room accounts.
Monitored reservations to track incoming parties and special events.
Customer Service Representative, 08/2004 - 04/2005 Forsyth County, Georgia – Cumming, GA,
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