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.
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 ManagerSodexo 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 ManagerLodging 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 SupervisorSpringHill 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.
Skills
Structural Systems
Finance and Accounting Oversight
Supervision Abilities
Employee Performance Evaluations
Operational Efficiency
Onboarding New Employees
Customer Experience
Property Service Contract Administration
Education
Expected in 05/2018
Bachelor of Science: Criminology & Criminal Justice Arizona State University - Phoenix, AZ, GPA:
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