Customer Service Manager
Resume:
Drive abj85e@r.postjobfree.com
Hull, GA 30646 t
Amelia L. Longenecker
Objective To obtain a position that encompasses all my abilities and experience that
will make a positive impact on a company's future.
Experienc 08/09 - present Park Place Management Group
e Executive Housekeeper Hotel Indigo
Athens, GA
? Responsible for 130 rooms and all public spaces of the Hotel Indigo
? Supervise a staff of 15 which includes housekeepers, laundry attendants,
and housepersons
? Perform monthly orders in accordance with projected room occupancy
? Provide on-going training and cross-training to utilize all the
employees of the department
? Organize monthly cleaning projects to keep rooms to the best standards
? Review room cleaning issues with housekeepers to improve their
techniques
? Maintain a monthly guest service score of 95 or better for room
cleanliness
( Responsible for all disciplinary actions and paperwork of supervised
employees including
unemployment issues
05/07 - 08/09 3H Group Hotels, Inc.
01/08 - 08/09 Human Resources Manager Corporate Office
Chattanooga, TN
? Responsible for the HR needs of 12 hotels with 250 employees.
? Coordinated the hiring process of General Manager and Sales Manager for
new properties.
? Coordinated the opening and training of staff for all new properties.
? Updated company policies and provide updated training as needed.
? Coordinated the creation and distribution of the quarterly investment
letters with the COO and DOO.
? Created and distributed the quarterly employee newsletter.
? Reviewed all employee disciplinary issues prior to termination for
proper documentation and legitimacy.
? Prepared all documents for unemployment cases as well as those that
require the appeal process.
( Performed other duties as Office Manager for the Corporate Office.
05/07 - 01/08 Guest Service Manager Fairfield Inn and
Suites East Ridge, TN
? Responsible for interviewing, hiring, and training staff for opening
of new hotel.
? Prepared weekly schedule based on hotel occupancy using each
department staffing.
? Coordinated group stays and meeting room use with contracts.
? Reviewed guest comments cards and Guest Service Scores to work on
areas that need improvement.
08/02 - 05/07 Marriott International, Inc.
01/06 - 05/07 Operations Manager I-75 Courtyard by Marriott
Chattanooga, TN
? Processed A/P, A/R, and payroll on a weekly basis
? Coordinated all department schedules to ensure that hotel is covered
and in line with productivity
? Provided HR services for all employees from new hire to working
status
? Updated daily the schedule and labor tool to know P&L actual versus
budget status
04/05 - 01/06 Housekeeping Supervisor I-75 Courtyard by Marriott
Chattanooga, TN
( Supervised a staff of 10 in the proper ways of cleaning a guest room and
processing laundry
( Coordinated purchase of supplies within budget and scheduled staffing
based on productivity
06/04-04/05 Front Desk Supervisor I-75 Courtyard by Marriott
Chattanooga, TN
( Supervised the Front Desk staff of 8 and trained employees to be able to
work all shifts.
( Handled and resolved any guest problem or complaint in a professional
manner.
( Prepared the weekly staff schedule using following week's forecast and
knowledge of occupancy patterns.
03/04-06/04 Night Auditor I-75 Courtyard by
Marriott Chattanooga, TN
( Performed all Night Audit functions to ensure that the Restaurant and
Front Desk postings balanced.
08/02-03/04 Customer Billing Specialist Marriott Business Services
Knoxville, TN
( Researched and analyzed inbound customer billing questions, complaints,
and disputes.
( Performed adjustments on assigned accounts through the PeopleSoft
system.
( Maintained a $4 million dollar aging with percentage of less than 10%
over 60 days past due.
05/00-08/02 America's Collectibles Network
Knoxville, TN
Inventory Specialist 03/02 - 08/02
( Provided vendor product to buyers for review by using an in-house
software program to track.
( Distributed vendor product ready for processing to Tagging Department
with proper product information.
( Packaged and shipped product back to vendor via Fed Ex or UPS with
proper insurance methods.
Vendor Relations Specialist 05/00-03/02
( Processed invoices for Accounts Payable through MAS90 Accounting
software.
( Contacted vendors with Receiving discrepancies in order to properly
adjust invoice total due.
( Packaged and shipped product back to vendor via Fed Ex or UPS with
proper insurance methods.
( Prepared local vendors product samples with average value of $350,000
for weekly and
monthly live shows.
( Responsible for ordering product from the local vendors as well as
coordinating all returns.
10/99 - 5/00 Administrative Assistant Sequoyah Hills Presbyterian
Church Knoxville, TN
( Answered six phone lines for the church office and organized the daily
schedule of the Associate Pastor.
( Provided the Pastor's weekly sermon, created monthly church newsletter
and various other projects.
07/98-10/99 Collections Coordinator Associates Housing Finance
Knoxville, TN
( Responsible for a revolving 200 mobile home customer accounts that were
30 plus days past due.
( Used customer service skills to gain rapport that resulted in positive
scheduled payments with customers.
( Consistently kept monthly collector effectiveness above 90%.
Education
May 1993 University of Tennessee Knoxville, TN B.A., Economics with
Business Minor
Recogniti
on and July 2010 - Hospitality Hero: recognized for outstanding customer service
Certifica at the Hotel Indigo
tes August 2009 - Pre-opening and training for Back of House staff of 130 room
Hotel Indigo of Athens, GA
August 2009 - Pre-opening and training for staff of 89 room Fairfield Inn &
Suites of Jacksonville, FL
May 2009 - Pre-opening and training for staff of 109 room Residence Inn &
Conference Center of Chattanooga, TN
February 2009 - Pre-opening and training for staff of 89 room Fairfield Inn
& Suites of Conway, AR
June 2007 - Pre-opening, hiring and training for staff of 79 room Fairfield
Inn & Suites of East Ridge, TN
July 2006 - Connect U Courtyard Brand Immersion
July 2006 - Connect U Courtyard, Operations Manager, Fundamentals
November 2004 - STAT Front Desk Sales Class training
November 2004 - Excelling as a First-Time Manager or Supervisor - SkillPath
Seminar
Business
Skills ( Microsoft Office software, including working knowledge of Word, Excel,
PowerPoint, Publisher
( Experience with Windows 95 to Vista
( Experience with various software programs: OPERA, FOSSE, M3,
PeopleSoft, MAS90, AS/400
( Acquired office skills: Type 55+ words per minute, Ten-key
( Strong organizational skills, phone etiquette and customer service
skills
? Basic understanding of the Spanish language
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