Proactive and dynamic training and development professional offering 25+years of experience in educating professionals on all hospitality related needs and customer service excellence. Expert in designing curricula and training programs aligning with clients' strategic goals, mission and vision while consistently pursuing opportunities to improve service delivery. Outstanding interpersonal communication and innovative teaching methods drive professional development for various individuals in diverse roles.
Skills
Knowledgeable in Microsoft Suite, WebEx, Skype, Webinar Design
Training solutions development
Process evaluation and enhancement
Staff development plans
Employee Development
Onboarding and mentoring
Course development
Small and Large Group Instruction
Time management
New hire on-boarding
Adult learning theories
Leadership training
ADDIE expertise
Customer Relations
Written and oral communication
Program Management
Change Management
Public speaking
Work History
Manager of Field Training, 09/2003 - Current Papa Murphy's Holdings, Inc. – Buffalo, NY,
Directed training programs and development paths for managers and supervisors.
Developed departmental systems and procedures to better align workflow processes.
Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
Analyzed effectiveness of training programs at all levels and recommended updates.
Selected and assigned instructors to conduct specific training programs.
Trained staff during demonstrations, meetings, conferences and workshops.
Conducted training courses and prepared videos for long-term use.
Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets.
Trained new hires to perform cross-training exercises with experienced workers.
Conducted orientation sessions and organized on-the-job training for new hires.
Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
Communicated all learning and performance objectives, schedules and training assessments to upper management.
Led daily, weekly and monthly coaching, counseling and feedback sessions.
Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance.
Reviewed and edited all training materials for accuracy and company policy compliance.
Coordinated and prioritized required training courses for all members of throughout the corporation and field.
Organized and edited training manuals, multimedia visual aids and other educational materials.
Managed all exempt employee coaching, training and performance improvement actions.
Directed field training to enhance participants' skills.
Developed surveys to identify training needs based on projected production processes and changes.
Implemented new learning strategies depending upon employees' skill levels.
Researched and obtained relevant course materials to achieve training objectives.
Trained General Managers in such tasks as OSHA Compliance, Internal Audit, Safety and Security, Customer Service Excellence, and company policies and procedures.
Mentored employees, providing constructive feedback, which improved job efficiency.
Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes.
Field Trainer, 02/2009 - 06/2020 Newport Hospitality Group – Orlando, FL,
Gathered information on field performance, reportable events and material usage in order to analyze changes and produce informative reports.
Worked with customers to manage complaints and offer technique guidance.
Managed daily records, handled reporting requirements and kept detailed logs of field operations.
Maintained excellent attendance record, consistently arriving to work on time.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Wrote training manuals for Property Management Systems and individualized employee positional guides according to strict company guidelines and protocols.
Appropriately allocated resourced, budgets, inventories, training support and team building materials to increase overall productivity.
Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in the development and implementation of a Continuing Education program for all levels throughout the organization..
Created curricula, instructions, documents and written tests for various types of training courses.
District Instructional Coach, 01/2005 - 02/2009 Red Roof Inn – City, STATE,
Oversaw the training for all employees at 36 hotels by developing a Bronze, Silver, and Gold standard of excellence.
Analyzed performance metrics and assisted in improving overall scores in each district.
My districts went from ranking in the middle of the company to #1 and #2 in the company.
Provided motivation, incentives, and coaching to exceed the company goals.
Won District Coach of the year, each year, for the 2 years the program was in place.
Hotel General Manager, 08/2001 - 09/2006 Red Roof Inn – City, STATE,
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.
Greeted and assisted guests by gathering information pertaining to reservations or requests.
Hired and trained new employees, demonstrating best methods for serving clients and guests.
Oversaw day-to-day operations of 119-room hotel with staff of 12 employees.
Oversaw day-to-day operations of multiple properties simultaneously.
Established internal databases and record management systems to enhance accuracy and integrity of all documentation and data.
Provided services efficiently and with high level of accuracy.
Provided exceptional service and assistance to guests upon check-in.
Increased customer service ratings through personable service.
Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Maintained excellent attendance record, consistently arriving to work on time.
Increased customer satisfaction by improving our product and service through thorough training and consistent follow-up.
Education
No Degree: Hospitality And Tourism, Expected in - Florida Atlantic University - Boca Raton, FL GPA:
Awarded Certificate of Completion
No Degree: Associates Degree, Expected in - Oakton Community College - Des Plaines, IL GPA:
High School Diploma: , Expected in - Ida Crown Jewish Academy - Chicago, IL, GPA:
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