Serviced-focused, dedicated to giving every customer positive experiences to promote loyalty and repeat business. Orchestrate optimal resource utilization to handle expected operational needs. A leader with sound judgment, good planning abilities and interpersonal communication strengths.
Skills
Client Account Management
Cross-Functional Team Management
Scheduling
Client Base Retention
Store Management
Staff Management
Relationship building
Client account management
Conflict resolution
Effective leader
Recruitment
Efficient multi-tasker
Organized
Goal attainment
Deadline-oriented
Exceptional interpersonal communication
Coaching and mentoring
Verbal and written communication
Operations management
Work History
Genral Manager, 02/2018 - Current Noble House Hotels And Resorts – Jekyll Island, GA,
Greeted and assisted guests by gathering information pertaining to reservations or requests.
Supervised team of 16 front desk agents and other staff members and helped to resolve issues arising during shifts.
Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
Hired and trained new employees, demonstrating best methods for serving clients and guests.
Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Provided services efficiently and with high level of accuracy.
Prepared bills for customers and delivered to rooms on day of check-out.
Provided exceptional service and assistance to guests upon check-in.
Increased customer service ratings through personable service.
Developed departmental objectives, work schedules, budgets and policies.
Promoted hotel brand's loyalty program through training and incentives to staff.
Reviewed account information and charges with guests during check-out.
Updated team members about changes in hotel products, services, pricing and policies.
Front Desk Agent, 01/2017 - 01/2018 America's Best Value Inn – City, STATE,
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Updated customer accounts with add-on room charges, including minibar use and room service bills.
Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
Kept accounts in balance and ran daily reports to verify totals.
Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
Maintained transaction security by verifying payment cards against identification.
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Maintained financial accuracy by collecting deposits, fees and payments.
Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Residential and Commertial Cleaning, 02/2015 - 12/2016 Neat & Tidy – City, STATE,
Completed laundry services with special attention to care instructions, including hand-washing and dry cleaning.
Kept building entryway glass clean and polished for professional presentation.
Disposed of trash and recyclables each day to avoid waste buildup.
Serviced bathrooms, including cleaning, sanitizing and supply replenishment.
Offered deep cleaning expertise to clients as well as haz-mat cleaning.
Used time management and efficient cleaning methods to meet deadlines.
Specialized in working with industrial cleaning products within strict safety procedures.
Cared for furniture and walls throughout home by spot-cleaning stains, addressing dings, and vacuuming common living spaces and bedrooms.
Safely cleaned industrial job sites using maximum strength cleaning solutions and equipment.
Delivered quality customer service to address urgent needs and cleaning requests.
Responded immediately to calls from personnel to clean up spills and wet floors resulting from ceiling leaks and plumbing problems.
Promoted building security by locking doors and checking electrical appliances for safety hazards.
Genral Manager, 02/2010 - 02/2015 Subway – City, STATE,
Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations.
Limited portion sizes and used garnishes to control food costs.
Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety.
Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
Maintained compliance with company policies and procedures for food safety, sanitation and quality.
Reviewed and approved employee schedules and timesheets.
Controlled labor hours and inventory costs through hands-on management and proactive changes.
Reviewed pricing and ordered food ingredients, kitchen appliances and supplies.
Education
GED: , Expected in 04/2006 - GED - Colorado, GPA:
Bachelor of Science: Psychology, Expected in - Colorado Mesa University - Grand Junction, CO GPA:
Still currently working on this degree.
Certifications
I am HOST certified by Choice Hotels. This is a in depth training program on hotel operations and management skills.
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