Manager Training
Resume:
Jacqueline B. Weeks
Sevierville, TN 37876
(Cell) 843-***-**** (Home) 865-***-****
E-mail *********@*****.***
Summary of qualifications
. Training and Consulting professional with well developed skills in
facilitation and leadership/team development. Particular expertise in
training development, effective facilitation, and leadership capacity
consulting
. Associate degree business management with a minor in human resource.
. Excellent verbal and written communication skills.
. Problem solving and time management skills.
. Proficient in Microsoft Office.
. Twenty plus years training, facilitation, supervisory, and consulting
experience
. Completion of Trainer Certification Seminar by Hospitality Services of
America. 1998
. Completion of Behavioral Interviewing & Investigative Interviewing
training. 1998
. Graduate of the Dale Carnegie Course for leadership development and
public speaking. 1997
. Completed Web Master training. 2001
. Completed Enhanced Management Capabilities training, with on going
training modules through the Ninth House Network. 2000-2001
. Group Trainer Certification 2001.
. Excellent program development and presentations skills.
Professional Experience
1997 - Feb 2010 InterContinental Hotels Group
Brand Service Consultant (IHG): (field based) Jan. 2005- Feb 2010
Responsibilities included:
. Provide personalized branded service culture consulting expertise to
portfolio of 100+ hotels
. Instructor of Brand Service Culture workshops to achieve optimal brand
performance and drive guest loyalty.
. Consult with key stakeholder groups to identify unique ideas, hotel
issues/concerns, ensure brand service standards compliance,
. Serve as primary point of contact for hotel staff and the development
of leadership capacity and change management processes.
. Instructor for our Service Culture learning events as required to
achieve strategic and operational goals
. Directly responsible for providing influential consulting advise to
hotels on all aspects of the Brand Culture - including recruiting &
orientation tools and utilization; employee experience enhancements;
effective leadership concepts, tools and processes
. Organize and host regional cluster training events.
. Establish peer networking group events and systems for GMs and hotel
level Champions within assigned region
. Operate within the established budget.
. Brand Service implementation trainer for People Notice implementation.
Field tested and revised outlines to create final product rolled out
to all Holiday Inn Hotels in the Americas. .
Training Specialist (IHG): Nov. 2001-Jan. 2005
Responsibilities have included:
. Development of a new trainer manual.
. Facilitating new hire training classes.
. Materials research and development.
. Delivering recurrent sales and customer service training to a groups
of agents.
. Implement and manage projects driven by IHG Marketing Department, &
Regional Training Supervisor.
. Curriculum development and implementation of 6C University.
. Update all new hire training materials and outlines to support the
operations and training departments to meet IHG strategic priorities.
. Assist and support company reorganization, values, and standards.
. Point of contact and leader for reservation systems update testing in
our central reservations office.
. Support and leverage global training consistency initiatives and
communications.
Central Reservations Office Team Manager (IHG): 1997-2001
Responsibilities included:
. Development, coaching, training, and motivating of a team of 30+
reservation sales agents.
. Ongoing training of staff on new sales culture.
. Communication and implementation of all new programs and changes
within the center to insure the success of agents and the
profitability of the reservations center.
. Set and achieve individual and team goals to insure achievement of
center goals.
. Observe agents for call quality and coach to success.
. Weekly shifts as Manager on Duty overseeing all business needs on a
reservation floor of 350+ agents.
. Participate in the growth and training of our e-commerce business.
. Liaison for supervisor scheduling. Responsible for the scheduling of
supervisors and MOD shifts to ensure adequate center coverage during
hours of operations.
12 years of retail management and area manager experience preceded my
tenure with IHG. Details available upon request.
References:
James C. Scott
Knoxville, TN - Real Estate Developer
Jack L Moore - DOS
Knoxville, TN
James Salvo - Ret. Internal Auditor MUSC
Gainesville, FL
Dan Sweiger -Dir Brand Management Choic hotels
Atlanta, GA
Donna Harvey - Operations Team Manager IHG
Charleston, SC
Shashi Patel - Owner of 6 hotels
Knoxville, TN
Ava Giet - life long friend
Summerville, SC
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