Customer Service Manager
Resume:
Tammy Martin
Dear Human Resources,
Profiled for your review is my resume. My desire is to obtain employment
with a successful company that can utilize my present and passed experience
as well as offer continuous growth. My largest asset is my track record in
my Customer Service and Customer Retention and Sales ability. I also have
the capability to solve problems with little to no direction from others
and talent to think on my feet when it comes to the company assets and
keeping the customer happy.
I am a hardworking and focused individual specializing in the hospitality
industry. I am extremely creative when it comes to developing a strong team
atmosphere. I complete projects according to budget and before deadlines
and I am eager to show that my intelligence, competence, maturity, and
enthusiasm will positively contributes to the success in your company.
I would like very much to become part of the Drury Team as a General
Manager for the the Drury Inn and Suites Albuquerque. I look forward to
hearing from you.
I can be reached at 480-***-****.
Thank you for your consideration of the enclosed resume.
Sincerely,
Tammy A. Martin
TAMMY A. MARTIN
Hospitality Professional
3086 E. Scorpio Place
Chandler, Arizona 85249 480-***-**** (C)
SUMMARY
Highly organized and dedicated hospitality, public relations and
administrative professional with strong inter personal communications and
overall operational skills. Strengths include profit and loss analysis;
scheduling multiple departments for a twenty-four hour environment.
Skilled in establishing and implementing controls that ensure quality and
profitability. Strong manager who consistently motivates others to achieve
high quality performance. Proficient in 10-Key by touch; Microsoft Excel,
Word, PowerPoint, Lotus Notes, and many Hospitality Software Programs
including CLS Property Management; Choice Advantage, Hilstar/Hiltons
Worldwide; Delphi; H.I.S. Property System; RMS Revenue Management; Micros
POS; and Landmark Property System.
PROFESSIONAL ACCOMPLISHMENTS
Hotel General Manager, Rooms Division and Operations
. Oversee all aspect of Property Management in accordance with Company
Mission statement, including maximization of financial performance,
guest satisfaction, sales, food and beverage and employee development.
. Developed and implemented Standard Operating Procedures Manuals for
the Front Desk, Reservations, PBX (Telephone Operations), Bell Stand,
Concierge and Business Center.
. Developed all training guidelines as well as the Manager on Duty (MOD)
Program.
. Developed and maintained annual budget for all departments resulting
in bottom line profit of 79%.
. Assisted in the development of the Business and Marketing Plan along
with the daily room's strategic forecasted departmental revenue.
. Implemented and maintained controls of revenue management while
increasing profits in Rooms Division revenue from 19% to 53% over
three years
. Consistently achieved excellent quality assurance scores, excellent
internal accounting audits and positive guest comments.
. Product and Performance Evaluation. Achieved the highest ranking of
all Hilton Hotels in the standard of Product and Performance
Evaluation. Awarded by Barron Hilton himself.
Hotel Front Office Management and Administration
. Hired, trained and managed Front Office, Security Engineering and
Housekeeping staff.
. Managed rooms inventory to achieve optimum results while providing
excellent customer service.
. Handled and resolved the difficult or complex customer service issues
resulting in win-win solutions.
. Utilized strength in budget and forecasting; inventory and provided
detailed accounting analyses.
. Served as an executive leader on behalf of the General Manager in
managing overall operations.
. Managed labor costs through scheduling and payroll expense handling.
. Maintained and issued all cash drawers and audits for all Front Office
staff.
Tammy A. Martin PAGE 2
Mortgage and Personal Loan Consulting Services
. Exercise independent judgment to effectively communicate complex
formulae and mortgage industry terms to diverse clientele.
. Development, administration and maintenance of complex loan documents
from inception to loan closing.
. Outbound sales calls to current customers as well as development of a
pipeline of 40 to 50 applicants at a time.
. Provide construction, refinances, new home purchases, equity lines of
credit, sales and marketing in accordance with stringent state and
federal guidelines.
. Development and maintenance of customer data base for ongoing product
solicitation.
. Provide ongoing personal consumer products and related customer
relationships resulting in repeat second, third as well as family and
friend's business deals.
PROFESSIONAL EXPERIENCE
Comfort Suites Scottsdale - General Manager Scottsdale, AZ 2008 -
Present
First Fidelity Bank - Mortgage Loan Officer Scottsdale, AZ 2007 -
2008
Countrywide Home Loans - Personal Loan Consultant Chandler, AZ 2005 -
2007
Western Security Bank - Mortgage Loan Officer Scottsdale, AZ
2002 - 2005
Hilton Scottsdale Resort - Director of Operations Scottsdale, AZ
1997 - 2002
Sheraton Mesa Hotel - Director of Rooms Division Mesa, AZ 1993 - 1997
Phoenix Airport Hilton - Director of Rooms Division Phoenix, AZ
1989 - 1993
OTHER EXPERIENCE INCLUDE
Food and Beverage manager for the Hyatt Regency Phoenix
Hotel renovations, closing and re-opening hotels
Hotel opening task force team member
TRAINING AND EDUCATION
CHA
AHMA Certified Hotel Accountant - Phoenix, AZ
Loan Origination Certificate
Arizona School of Real Estate & Business - Scottsdale, AZ
"Highly Skilled" Certificate
Revenue Management Systems Training - Beverly Hills, CA
Hilton Revenue Management Training
University of Houston - Houston, TX
Front Office and Housekeeping Procedures Training
AHMA Leadership Management Development Program
Business Administration, College of Accounting
University of New Mexico - Albuquerque, NM
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