Manager Customer Service

M amie Walker

***** ** ****, *** * adelphi a, Ms. 39350

601-***-****-Phone

601-***-****-Fax

******@********.*** _______________________________________________________

_________

Objective To obtain a position in Management

E xperience Sewing Machine Operator

May 1979-August 1990

Cal-Jac Macon, Ms.

Operated double needle machine to make and set collars for jackets.

Util ity Person

August 1990-August 1994

Chahta Enterpr ise, Dekalb, Ms.

Made wire harnesses for Ford Motor Company, made sure that all

assembly line workers had all needed supplies to keep l ine moving

a t all times. Also was able to perform all positions on l ine, had to fil l

in wherever was needed.

.

V IP CLERK

MARCH 1994-May 1997

Silver Sta r Resort and Casino, Phi l adelphi a, Ms

Greeted, registered and assigned rooms to all VIP Guest

Issued room keys and escort instructions to bell person

Input all information in Hotel database.

Offered information about Hotel Services, facilit ies and entertainment

attractions

Able to look up the customers play to see what comps are warranted.

Front Desk Supervisor

M ay 1997- June 1998

Silver Sta r Resort and Casino, Phi l adelphi a, Ms

Was responsible for supervising and overseeing the Hotel Front Desk Staff

and Reservations

Able to motivate the Front Office and Reservations to up sell

Mamie Walker

10100 Rd 1355, Philadelphia, Ms. 39350

M amie Walker

10100 Rd 1355, Phi l adelphi a, Ms. 39350

601-***-****-Phone

601-***-****-Fax

******@********.*** _______________________________________________________

_________

P rovided Management with Operational Procedures and Reports.

Participate in the Manager on Duty Program

I ncrease customer satisfaction levels by creating and implementing higher

quality customer service standards policy and procedures.

Responsible for assigning work schedules, interviewing and hir ing employee

candidates.

D irect Supervision of 30 plus employees.

Reservations Manager

June 1998-September 2002

Silver Sta r Resort and Casino, Phi l adelphi a, Ms

M anage and coordinate all aspects of the group inventory Management

p rocess

Developed effective l iaison skills to assist with the organization of, and

communication of information, in relations to Sales, Groups, and Marketing

p romotions, Front Office, and Travel Agents.

M aintained a 90% occupancy level dur ing peak season.

A nalyze industry trends and competitive landscape; forecast occupancy

level and revenue potential.

Front Office Manager

September 2002-November 2005

Manage the day-to-day operation of the Front Desk, Bell and Valet

focusing on the service delivery of the arrival and departure

processes.

Actively involved in every detail of the Front Office Operation.

Identify and implements operational improvements in the Front

Office focusing on quality and execution of service, operational

efficiency, team development and satisfaction.

Manage development of l ine and supervisory staff including annual

reviews, skills development and disciplinary counseling.

Manage customer complaints and service recovery.

Attend and participate in key hotel meetings.

Consult and facilitate with Housekeeping and Engineering to assure

t hat all room issues are handled smoothly.

Mamie Walker

10100 Rd 1355, Philadelphia, Ms. 39350

M amie Walker

10100 Rd 1355, Phi l adelphi a, Ms. 39350

601-***-****-Phone

601-***-****-Fax

******@********.*** _______________________________________________________

_________

Use a “hands-on approach” to management.

Manage a large staff.

Hotel Operations M an ager

November 2005-J anura ry 2009

Actively involved in every detail of the Hotel Front Office as well as

Hotel Housekeeping

Planning and organizing accommodations, catering and other hotel services

Managing budgets and financial plans and controlling expenditures

Maintaining statistical and financial records

Setting and achieving sales and profit targets

Recruiting, training and monitoring staff

Planning work schedules for individuals and teams

Meet and greeting customers

Dealing with customer complaints and comments

Addressing problems and troubleshooting

Supervising maintenance, supplies, renovations and furnishings

Dealing with contractors and suppliers

Ensuring security is effective

Caring out inspections of property and services

Ensuring compliance with l icensing laws, health and safety regulations

Spend time meeting with Department heads to coordinate and monitor the

progress of business strategies.

Technical Ski l ls

Experience with a variety of computer applications, such as Word, Excel,

M icrosoft Office PowerPoint, CMS, L MS, and H IS

Assure plans, projections, budgets, etc. are met

Plans, organizes staff, directs and control operations in accordance with

policies, procedures, goals, and objectives of the company.

Education

Noxubee County H igh School Macon, Ms

H igh School Diploma 1978

East M ississippi Junior College Scooba, MS

1978-1979

Professional Career Development Institute 2002-2004

Mamie Walker

10100 Rd 1355, Philadelphia, Ms. 39350

M amie Walker

10100 Rd 1355, Phi l adelphi a, Ms. 39350

601-***-****-Phone

601-***-****-Fax

******@********.*** _______________________________________________________

_________

References: Available on Request

Mamie Walker

10100 Rd 1355, Philadelphia, Ms. 39350

Contact this candidate