Manager Customer Service
Resume:
Angela M. Cooley
Stone Mountain, GA 30088
850-***-**** Cell
*********@*******.***
Objective:
Full time position as a General or Assistant Manager.
Employment History:
Fairfield Inn and Suites
Clovis, NM
08/2010 -08/2012 General Manager
Responsible for all aspects of operations of the Hotel that includes ability to lead a team as well as develop and grow team leaders. Meeting or exceeding planned objectives for revenue and profit, and ensuring guest satisfaction and product quality standards are met. Must continually develop and grow the Hotel to increase market share.
Specific duties are but not limited to:
Ensuring the development of a realistic and attainable strategic business plan that defines operational goals and profitability objectives.
Coordinate capital improvement projects to maintain/upgrade quality standards and property image, and to protect assets from neglect, damage or deterioration.
Conduct regular staff and employee meetings.
Establish and oversee maintenance of a proactive human resource effort.
Direct, manage, train and counsel sales, catering and revenue management staff. Actively participate in sales presentations, property tours and customer meetings.
Lead, through subordinate staff, the effective management of the functional areas to maximize financial performance while upholding quality standards and maximizing levels of guest satisfaction.
Direct the maximization of room revenue by anticipation of market shifts, development and monitoring of annual business and marketing plans, and participating in appropriate local/regional marketing efforts. This includes understanding the STAR Report and how it can be used to effect market share.
Measure the effectiveness of broad-based marketing plans and yield management efforts to maximize the number of market segments needed and to diversify the sources of revenues.
Fairfield Inn and Suites
Clovis NM
05/2010 Until 08/2010 Assistant General Manager
Job Description/Summary: Responsible for the overall success of the hotel,
meeting or exceeding planned objectives for revenue and profit, and ensuring
guest satisfaction and product quality standards are met. Assists the General
manager to manage all areas of the hotel in accordance with brand standards to
achieve a friendly atmosphere of superior guest service and product quality.
Provides exemplary performance for staff to follow.
Fairfield Inn and Suites
Clovis, NM
05/2009-05/2010 Front Desk Supervisor
Maximize customer satisfaction by providing an efficient guest contact function that addressed the day to day needs for the hotel’s guest. Control and coordinate all Front Office activities, ensuring the efficient and courteous check-in and rooming of the guests according to policy and procedures and that all appropriate records are updated and maintained.
SITEL
Savannah, GA
02/2006 - 02/2007 Approval Agent Lead
Responsible for making sure every Approval agent was providing the customer with outstanding customer service. Giving the customer information about his/her account, congratulating the customer on the approval of his/her new card and welcome him/her to his/her new card membership.
U. S. Navy
Norfolk, VA
07/1999 - 04/2005 Yeoman
Responsible for information related to Navy occupations, general education, requirements for promotion, and rights and benefits, keep the daily schedule running by receiving visitors, answering the telephone, sorting mail, organizing files and operating modern office equipment also order and distribute supplies. Some typical duties include: preparing and typing correspondence and reports; organizing and maintaining files; receiving office visitors and handling telephone communications; operating computers, word processing, duplicating, audio-recording and other office machines; performing administrative functions for legal proceedings; performing other various clerical and administrative duties; interviewing personnel; writing official letters and correspondence; maintaining enlisted/officer service records.
Specific achievements include: Navy and Marine Corps Achievement Medal, April
2003 through April 2005, PSA Atlantic Bluejacket of the Quarter, April 2004
through June 2004, Certificate of Appreciation Feb. 21, 2003 through Apr. 2,
2003, Rook Airman of the Month for Dec. 2002, Letter of Commendation, Dec. 1999
through Oct. 2000, Letter of Appreciation, July 2, 2000. Attended classes for
Microsoft Word 2003 Levels 1-2, Microsoft PowerPoint 2003 Levels 1-2 and
Microsoft Excel 2003 Levels 1-2.
A&W Restaurant
Dearborn, MI
01/1998 - 05/1999 In-Store-Trainer
Responsible for training new business owners on the proper techniques of correctly operating cash registers and on how to give proper customer service.
Education:
Redford High School
Yeoman “A” School
Marriott CFRST Connect U Fundamentals and Strategic Alignment
National Swimming Pool Foundation Course
Certificates and Licenses:
Microsoft Word 2007, Electronic Systems, VA
Microsoft PowerPoint 2007, Electronic Systems, VA
Microsoft Excel, Electronic Systems, VA
Certified Pool/Spa Operator, National Swimming and Pool Foundation
Skills and Abilities:
Preparing typing and routing correspondence and reports, organizing and maintaining files, receiving office visitors and handling phone communications, operating personal computers, word processing, duplicating, auto recording and other office machines, performing officer personnel administration, maintaining records and official publications, performing administrative functions for legal proceedings, serving as office, managers, extreme organizational skills along with other various administrative and clerical duties.
Honors and Activities:
Navy Unit Commendation Medal, Navy E Ribbon
Good Conduct Medal, National Defense Service
Medal, Sea Service Deployment Medal and the
Navy and Marine Corps Achievement Medal
Marriott CFRST Brand General Manager of the Year Fairfield Inn and Suites 2011
Marriott CFRST Brand Diamond General Manager of the Year Fairfield Inn and Suites 2011
Rookie General Manager of the Year Sunridge Properties Management Group Nov. 2010
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