, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Exceptional Operations Manager and Customer Service skill set from 8 years of experience of running three successful buildings. Reliable team player committed to delivering quality service to help any business grow as well as myself.
04/2022 to Current Operations Manager, Facility Manager Cushman & Wakefield Inc – Lowell, MA,
- Day to day management of an entire 14 story building with 70 private offices, 20 private suites and its 500+ clients and guests.
- Manage accurate financials for all aspects of the location, including client invoices using a
Property Management software system
- Maintain the facility up to Expansive standards - this includes amenity kitchen, show offices, building lobby, restrooms, etc.
- Work closely with property management to prioritize and solve daily facility work orders
- Work closely with vendors to ensure building operations is as smooth as possible.
- Helped optimize revenue to meet or exceed location goals of $98,000 monthly
- Support events and sales team for set-up and tear-down of events (this may sometimes
include after hours events)
- Plan and execute several member-focused events per month within the given budget
- Know every client and connect with them on a daily basis
- Respond to and following-up with clients in a timely manner
- Resolve conflict and overcoming client complaints
08/2021 to 04/2022 Operations Manager Sodexo Usa – Bloomington, IL,
- Ensured overall effective operations of multiple operations departments including Front Desk, Housekeeping, Maintenance, Sales, Bar, and Breakfast
- While ensuring my staff's achievement of overall financial results, guest satisfaction, and positive employee relations
- Use leadership skills to drive revenue, maximize profit, and ensure quality
- Accountable for guest satisfaction by ensuring all operative standards are met and guest needs are responded to in a timely manner
- Resolves guest complaints in courteous and friendly manner, focusing on service recovery when applicable
- Works side by side with staff to train and model appropriate guest service standards
- Responsible for interviewing, hiring, onboarding and developing associates
- Motivates team by setting goals, providing ongoing feedback, and rewarding/recognizing associates
- Delivers discipline/corrective action and makes termination decisions
- Responsible for training all associates and ensuring training records are maintained
- Analyzes quality issues, identifies training needs, and ensures implementation to improve results
- Responsible for building and maintaining client relationships to drive repeat business/customer referrals
- Handling billing and invoicing
- Prepare & process payroll
01/2020 to 09/2020 Sales Manager Lodging Dynamics – Anaheim, CA,
- Work with Director of Sales at all properties to develop and implement detailed sale and marketing programs incorporating RHW's objectives
- Handle all incoming sales inquiries and tours
- Determine best hotel for business, book and follow up with that hotel to increase revenue
- Complete all sales proposals and contracts effectively and inefficiently
- AGM in over-sold situations, training of front desk personnel and telephone sales, giving tours, rate and mix strategy, and other on-
- JessicaClaire premises sales activities to build rapport with customer and serve as role model for front desk professionals
- Ensure that all groups are balanced daily with property management system
- Manage meetings efficiently by ensure that BEO's are available for every meeting
- Ensure that meeting rooms arc correctly set up with correct supplies and refreshed for each meeting
- Ensure that breaks and meals are delivered to correct meetings rooms
- Coordinate with all other departments to assist with guests' requests
- Attend and participate proactively in all meetings with sales teams, operations, and area hotel meetings
- Participate pro-actively in Sales Blitz's and Company events
- Ensure that all marketing materials are researched and qualified prior to submitting to DOS for approval
- Perform Manager on Duty (MOD) duties as assigned
08/2015 to 01/2020 Front Desk Supervisor SpringHill Suites & Residence Inn – City, STATE,
- Politely welcome arriving guests, providing room keys and information on amenities and policies to increase guest satisfaction
- Promptly answer multi-line phone system and greet callers enthusiastically to swiftly respond or resolve any issues or concerns
- Perform job functions with attention to detail, speed and accuracy
- Process AR and any third party payments
- Daily audits of all revenue balance
- Handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
- Assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need
- Worked with and understand financial information and data, and basic arithmetic functions
- Confirm relevant guest information and payment methods to prevent fraud and/or illegal activities
- Volunteered to help with special projects, assuming variety of tasks and duties
- Oversee fast-paced front desk operations while still ensuring safety and needs of all guests with hotel total of 120 rooms plus our sister property of 126 rooms.
- Structural Systems
- Finance and Accounting Oversight
- Supervision Abilities
- Employee Performance Evaluations
| - Operational Efficiency
- Onboarding New Employees
- Customer Experience
- Property Service Contract Administration
|
Expected in 05/2018 Bachelor of Science: Criminology & Criminal Justice
Arizona State University - Phoenix, AZ,
GPA:
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