Experienced Manager with over 25 years of experience in retail. Excellent reputation for resolving problems and improving customer satisfaction. Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining, and entertainment offerings. Extensive background in hotel management positions for high-end resorts.
Skills
Strategic planning and analysis
Guest accommodations
Policy and procedure adherence
Vendor interaction
Guest experiences
Customer Service
Analytical skills
Written Communication
Project Management
Microsoft Office
Organization and Time management
Work History
02/2020 to Current
Guest Service ManagerHyatt – Johns Creek, GA,
Established internal databases and record management systems to enhance accuracy and integrity of all documentation and data.
Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Hired and trained new employees, demonstrating best methods for serving clients and guests.
Greeted and assisted guests by gathering information pertaining to reservations or requests.
Exceeded goals through effective task prioritization and great work ethic.
Completed all paperwork, recognizing any discrepancies and addressing them in timely fashion.
08/2018 to 02/2020
Store ManagerColumbia Sportswear Co. – Merrimack, NH,
Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Oversaw receiving and display of incoming products, meeting planned promotions and seasonal rotation for sales events.
Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
Protected store from loss or theft by setting and enforcing clear security policies.
Achieved consistent budget targets with optimal expense controls and elimination of unnecessary waste.
Reconciled daily sales transactions to balance and log day to day.
Managed inventory control, cash control and store opening and closing procedures.
Oversaw employee scheduling to guide operations and secure adequate staffing coverage for busy periods.
Directed construction of product displays on basis, following corporate planograms, promotions and seasonal trends.
Coached sales associates in product specifications, sales incentives and selling techniques, increasing customer satisfaction ratings 100%.
Coached sales associates on product knowledge by using training tools.
Increased profits through effective training and troubleshooting profit loss areas.
Managed, hired and developed top talent to strengthen workflow and productivity.
Managed vendor selection and relations to guarantee best pricing and on-time deliveries.
03/2013 to 08/2018
Training Store ManagerLumber Liquidators, Inc. – York, PA,
Increased sales by establishing goals, overseeing performance.
Maintained cleanliness and organization of workspace, working closely with employees to systemize tasks.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Implemented innovative programs, including program to increase employee loyalty and reduce turnover.
Collaborated with assistant managers to open and close office, handle large transactions and manage inventory.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Upheld great standards of leadership for employees, consistently leading by example for best-in-class work.
Promoted positive customer experience through day-to-day supervision and management of facility.
Trained, coached and mentored staff to support smooth adoption of new program.
Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Delegated daily tasks to employees, streamlining daily progress and efficiency.
Opened and closed store 6 days per week
06/1995 to 03/2013
Assistant ManagerServicemaster Clean – Aynor, SC,
Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
Helped with planning schedules and delegating assignments to meet coverage and service demands.
Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
Education
Expected in 04/2021
Associate of Science: Medical Billing Specialist U.S. Career Institute - Fort Collins, CO GPA:
Expected in 05/1995
High School Diploma: Crossett High School - Crossett, AR GPA:
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