Customer Service General Manager
Resume:
Rachel Leewright
Tyler, Texas 75703
954-***-**** ad5q38@r.postjobfree.com
OBJECTIVE
A Managerial and or Consulting Position in the Management Industry.
PROFILE
Experienced hospitality, business management industry executive with major achievements in operational streamlining, service improvement and personnel development. Proven team leader with over 16 years of progressively successful experience in customer service, public relations, management and sales. Cross functional in an urgently paced environment with a special ability to minor details, cultivating a trust situation. Problem solver with a dynamic presence and a knack for meaningful, yet efficient exchanges.
EXPERIENCE
Woodspring Suites- Tyler, Texas
General Manager
April 2, 2020 -September 28, 2023
Manage the day to day of a 124 room Extended Stay hotel. Prepare schedules for staffing of all departments. Adhere to Yearly, Monthly and Daily Budgets. Assist with P/L Reporting. Strict focus on customer satisfaction scores. (Winner of Choice Hotels “Golden Award” for Excellence in service scores. Strong Team Building belief. Extensive sales background and register handling. Inspection of rooms daily for housekeeping and also for maintenance completion to ensure job perfection. Stay up to date of OSHA compliance. Maintain Fire, Elevator and other needed inspections in a timely fashion. Maintained exterior and interior property as if it were my own home.
Lauderdale Beachside Hotel, Villa Caprice, Little Inn, Little Inn Too, LBTS Resort. Lauderdale by the Sea, FL. LBTS, FL.
Regional Director 2008 to January 2014
Seasoned executive with P&L accountability and management responsibility for 5 full service, 400-room hotels. Directed all related staffing and training, guest service, pricing, financial analysis / reporting, budget, payroll, property management operations and revenue goal attainment. Monitor and oversee the performance of 50 plus employees, associate/guest safety and compliance with corporate policies and procedures. In charge of all operations of the hotel including Sales, H.R, Housekeeping, Maintenance, and Food and Beverage. Superior knowledge and experience with third party GDS systems and extranet manipulations. Trained and experienced with Regulations and Codes for Hotels pertaining to but not limited to Fire Safety, Health Department, and Code Enforcement.
A Little Inn and A Little Inn Too Lauderdale by the Sea, FL. LBTS, FL. General Manager 2008 to January 2014 Manage 42-suite bed and breakfast property catering to both business and leisure travelers. Directed all related staffing and training, guest service, pricing, financial analysis / reporting, budget, payroll, property management operations and revenue goal attainment. Monitored and oversaw the performance of 12 employees, associate/guest safety and compliance with corporate policies and procedures. Prepared and executed annual business/marketing programs and special promotions. In charge of full operation of the hotel including Sales, Housekeeping, Maintenance and Food and Beverage.
Lauderdale Beachside Hotel Lauderdale by the Sea, FL. LBTS, FL.
General Manager 2008 to 2014
Seasoned executive with P&L accountability and management responsibility for this full service, 147-rooms property catering to both business and leisure travelers. Directed all related staffing and training, guest service, pricing, financial analysis / reporting, budget, payroll, property management operations and revenue goal attainment. Monitored and oversaw the performance of 50 employees, associate/guest safety and compliance with corporate policies and procedures. In charge of full operation of the hotel including Sales, Housekeeping, Maintenance, and Food and Beverage. Superior knowledge and experience with third party GDS systems and extranet manipulations. Trained and experienced with Regulations and Codes for Hotels pertaining to but not limited to Fire Safety, Health Department, and Code Enforcement.
Pompano Ford Lincoln Mercury Pompano, FL.
Assistant Service Manager 2005 to 2008
Provided customer service to both buyers and sellers for car and truck sales and service of new and used vehicles. Managed and oversaw the training of all service advisors, while continuing education of all new product information and service bulletins. Achieved the “WOW” award for outstanding customer service skills. Certified Fleet Service Manager, Certified Customer Service Manager appointed by Ford Motor Company. Leader in sales for service department of 6 other advisors, while maintaining the highest Customer Service Index Score.
Increased customer service index a full six points in less than six months.
Sawgrass Ford Sunrise, FL
Assistant Service Manager 2003 to 2005
Provided sales service to all new and used vehicle service customers. Lead department in CSI scores. Responsible
for all new and existing employees training of warranty procedures involved with camera systems. Achieved highest.
CSI scores ever recorded to date by particular dealership. Lead team in bonus structures, bringing our team to the
highest in the region.
IT SKILLS
MS Office (Word, Excel, Power Point), QuickBooks, HSS POS system, RoomMaster, InnPoints, AS400, Reynolds and Reynolds, InnRoad, Dollars On The Net, USAC, and All 3rd Party Extranet,GDS systems, Expedia, Booking.com, Opera, Jonas Chorum.
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