Customer Service Manager
Resume:
Joseph G. Coursolle, CHA
Helotes, TX 78023
abi4fs@r.postjobfree.com
SUMMARY OF QUALIFICATIONS
. 24 years of strong leadership experience in the customer service
industry
. Experience with multi-use facility management
. Financially astute with bottom line orientation
. Skilled developer and operator of effective business plans, operating
budgets, and capital plans
. Innovative creator of programs that maximize forecast accuracy and
cost controls
. Consistent record of strategic leadership, business development and
profitability
. Creative and effective in customer service, product delivery and
trouble-shooting
. Strong team builder with excellent leadership skills at all levels of
an organization
. Active memberships within the community and involvement in local
charities
EXPERIENCE
Hilton San Antonio Hill Country Hotel & Spa 2009 -
2010
General Manager
A 227-room resort style hotel located next door to SeaWorld of Texas.
Property included a 3-meal restaurant, indoor and outdoor bars, 3 outdoor
swimming pools, full service spa and over 10,000 sq. ft of meeting space.
Total hotel revenues $8.9 million.
. Improved customer service ranking from 530 to 69 in less then one
year.
. Improved sales performance against competition by 7% in a declining
market.
. Completed a million dollar renovation on time and under budget.
. Implemented new cost controls that improved cash flow.
. Award first new Hilton Spa concept for a franchise hotel.
Embassy Suites Hotel Indianapolis - Downtown
2000 - 2009
General Manager
A 360 all-suite convention hotel located in downtown Indianapolis. This
multi-use facility is connected via skywalk to the Indiana Roof Ballroom,
Circle Center Mall, Indianapolis Convention Center, and the RCA Dome. Total
hotel revenues 15.5 million.
. Exceeded YOY GOP dollars with strong cost control and high flow thru
margins.
. Successfully completed a 13 million dollar renovation spanning over 5
years.
. Improved sales performance year after year with active sales
involvement.
. Improved service scores consistently year over year.
. Strong community involvement with local charities and volunteer
organizations.
. Exceeded team member loyalty benchmarks year after year.
Embassy Suites Hotel Austin - Central
Austin, TX
General Manager
1996 -2000
Embassy Suites Hotel St. Louis - Airport St.
Louis, MO
General Manager 1994-1996
Embassy Suites Hotel - Northwest
San Antonio, TX
Assistant General Manager 1992 -
1994
Hampton Inn - Sea World San
Antonio, TX
General Manager 1990 - 1992
Holiday Inn Corporation
Dallas, TX
Hotel Systems and Service Implementation 1987 -
1990
Embassy Suites Hotel - Downtown St.
Paul, MN
Assistant General Manager 1984 -
1987
EDUCATION
University of St. Thomas, St. Paul MN
Bachelor of Arts, 1984: Business Administration
Professional Education
Certified Hotel Administrator (CHA); Management and leadership courses
include Internal Controls (Sarbanes Oxley), Revenue Management,
General Manager Leadership, Supplier Diversity, Conflict Resolution,
Hotel Marketing and E-Commerce
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