Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -

Hardworking and motivated professional with seven years of experience in the Hospitality Industry. Successful history balancing team performance, customer service targets and revenue goals/guidelines. Dedicated to working closely with coworkers and team members to build a "can do" environment. Decisive leader with experience in business plans, and long/short term strategy implementation.

  • Employee engagement
  • Recruitment and hiring
  • Payroll administration
  • Training development
  • Customer service
  • Business operations
  • Special event coordination
  • Team management
03/2018 to 02/2020
Manager/Sales Manager American Red Cross North Platte, NE,
  • Provided guidance and instruction to new team leaders and supervisors by ensuring they understand their job duties and responsibilities and keeping an open-door policy to offer continued support.
  • Assisted each department leader in the monitoring of attendance or conduct infractions, enforcing progressive discipline per company policy when required.
  • Onboarded new hires by handling all paperwork and work-eligibility verifications as necessary.
  • Conducted training for new team members at the front desk.
  • Organized, planned, and executed orientations, department meetings, and all team meetings as needed.
  • Assisted in annual reviews for team members in various departments.
  • Explained and enrolled team members in health benefits and the 401K program, or helped employees decline benefits as necessary.
  • Active in preparation of annual budgets; giving detail on top and target accounts, market overview, group revenue expectation, etc.
  • Negotiates guestroom rates and catering to align with budgeted revenue guidelines.
  • Maintains active relationships with current accounts, while prospecting for potential new account business through Agency 360, parking lot shops, site visits, front desk involvement, etc.
  • Participates heavily in revenue calls to determine strategy changes, group wash expectation, and need dates to remain competitive in the market.
  • Demonstrated strong sales focus during a total renovation on property over a timespan of five months.
  • Marketed hotel during renovation, planned and executed a grand re-opening with the local Chamber and CVB.
08/2017 to 04/2018
Events Specialist Marriott International, Courtyard By Marriott Covington City, STATE,
  • Focuses on hotel's social group business as a primary revenue generator by maintaining positive relationships with all wedding venues.
  • Created a lead incentive program to involve all departments in the hotel's sales efforts.
  • Acts as the primary liaison between group contacts and the hotel.
  • Ensures all needs of the group/event are being met leading up to and throughout their stay.
  • Works closely with the sales office to ensure all group/event turnovers are handled quickly and professionally.
  • Uses an incentive program to entice wedding venues to refer wedding room blocks to the hotel to increase group business.
  • Mines production reports, arrival reports, and guest ledgers daily to target specific guests/accounts focused on by the sales team.
  • Builds and maintains all group room blocks/function space in the hotel's PMS.
  • Manages inventory of each room block.
  • Estimates pick up and releases rooms in accordance with contract guidelines.
  • Participates in Group Scrub and Revenue Strategy calls to maintain a competitive position in the market.
07/2016 to 06/2017
Housekeeping Manager/ Front Desk Manager Residence Inn/Springhill Suites Downtown Bayfront City, STATE,
  • Opening Hotel of the Year 2016.
  • Created new incentives to keep a motivated and successful staff.
  • These included lead capturing games/prizes, competitions for signing up the most guests for Marriott Rewards, etc.
  • Monitored property Key Performance Indicators to ensure they were being met while having a positive impact on the operation.
  • Created the master schedule for the front office team based on business demands.
  • Achieved above-brand Guest Satisfaction and Intent to Recommend scores.
  • Implemented new programs as directed by the Marriott Corporate Office to achieve higher guest satisfaction and positively impact bottom line revenues.
  • Approved payroll for all team in the department members weekly.
  • Tracked all attendance infractions and worked with HR to follow the progressive disciplinary action steps.
  • Paid and coded purchasing card transactions to the correct departments by deadlines provided by Marriott Business Services.
  • Assisted in preparing the front office for Financial Control Audits and Brand Standard Audits.
  • Interviewed candidates for open positions, assisted in onboarding, and trained them.
  • Worked with group housing duties such as adding rooming lists into the Property Management System while being mindful of contract terms and guidelines , ; Residence Inn/Springhill Suites San Diego Bayfront San Diego, CA.
  • Scheduled all department team members weekly based on business demands.
  • Worked with team members on clocking in correctly, taking state mandated breaks in a timely manner, and verifying their times in the system weekly.
  • Reviewed and submitted payroll for all department associates weekly.
  • Worked with team members on modified duty to monitor their limitations ensuring a safe work environment.
  • Prepared for collective bargaining agreement process by working with Human Resources closely on procedures in place for attendance, discipline, and hiring.
  • Interviewed and trained new housekeepers.
  • Helped execute employee relations planned by Human Resources to engage the team.
  • Raised the room cleanliness score from 64% to 94% before leaving the department using several incentive and inspection programs.
  • Collaborated with engineering staff to ensure room amenities worked correctly and all preventative maintenance procedures were being followed.
  • Budgeted the department staffing hours required for 2017 business demands Fairfield Inn & Suites Dubois PA.
05/2013 to 04/2016
Management Intern/Lead Front Desk Agent Fairfield Inn & Suites Dubois City, STATE,
  • Performed manager on duty shifts during weekend days.
  • Trained on Night Audit shift.
  • Counted Inventory and reconciled market at month end.
  • Completed monthly tax-exempt backup to corporate office.
  • Attended weekly sales and revenue management calls.
Education and Training
Expected in 11/2020
Professional Certification in Human Resources Management:
Villanova University - ,
Expected in 05/2016
Bachelor of Science: Hospitality Management
The Pennsylvania State University - ,
Expected in 12/2020
Society of Human Resources Management - ,
Activities and Honors

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School Attended

  • Villanova University
  • The Pennsylvania State University
  • Society of Human Resources Management

Job Titles Held:

  • Manager/Sales Manager
  • Events Specialist
  • Housekeeping Manager/ Front Desk Manager
  • Management Intern/Lead Front Desk Agent


  • Professional Certification in Human Resources Management
  • Bachelor of Science

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