Manager Customer Service
Resume:
Margot J.CarteR ***
County Road **** ( Baldwyn, MS 38824 662-***-****
University of Mississippi - Student Housing and Residence Life
Oxford, Mississippi 2008 - Present
Associate Director for Student Housing - Administration (7/08 - present)
. Provides leadership for all administrative functions for a 3,700 bed
residence hall system that has an additional 320 apartments for
students.
. Responsible for contract administration, summer conference
administration, central office management and marketing.
. Manages all areas of contract completion, application process, room
assignments, occupancy records and marketing for on-campus student
housing; coordinates annual summer conference, youth groups and guest
housing programs including bookings, scheduling, service packaging,
collection and evaluation.
. Coordinates the annual marketing efforts, publications and newsletters
for the office.
. Oversees all of the department's efforts related to technology
enhancements, webpage applications and hardware/software applications
and acquisitions.
. Oversees all customer service relations between office staff, students
and parents.
. Provides leadership in the University of Mississippi United Way
Fundraising efforts for Student Housing.
Crothall Healthcare - North Mississippi Medical Center Tupelo,
Mississippi 2005 - 2008
Assistant Director of Environmental Services (9/05 - 7/08)
. Directs, motivates and coaches 121 Environmental Services employees,
including 6 supervisors, within North Mississippi Medical Center,
covering 1.5 million square feet.
. Secures and develops staff members who will achieve performance
standards within the unit.
. Increased employee satisfaction from 58% in 2005 to 73% in 2007 and
reduced supervisor turnover.
. Help manage a $4,049,000 budget by improving hiring practices -
established team and behavioral based interviewing. Maintained and
managed ordering of supplies.
. Executes activities of the Environmental Services Department in
accordance with client expectations, service requirements and Crothall
Healthcare Inc. goals and objectives. Established and executed
Crothall's new standardization process.
. Develops and maintains professional client relations through formal
and informal communication systems including meetings and reports,
both verbal and written.
Essex House - A Westin Hotel and The St. Regis Club at the Essex House
New York, New York 2001 - 2005
Director of Housekeeping /Assistant Director of Housekeeping (8/03 - 8/05)
. Direct day to day and long term operations of housekeeping and
laundry/valet departments.
. Responsible for budgeting, forecasting and financial planning of the
departments.
. In charge of the selection, training and development of employees with
an eye toward maximum guest satisfaction, employee satisfaction and
productivity.
. Create consistency and motivation for all housekeeping employees.
. Assisted sales managers in coordinating events, such as movie junkets,
press interviews, fashion designer show rooms, corporate meetings and
wedding suites, as far as room set ups and handling special requests
and needs for guests/clients.
Six Sigma Green Belt
. Six Sigma is a disciplined, data-driven approach and methodology for
eliminating defects (driving towards six standard deviations between
the mean and the nearest specification limit) in any process -- from
manufacturing to transactional and from product to service.
Overnight Hotel Manager (6/01 - 8/03)
. In charge of the hotel during the overnight shift while conducting
night audit.
. Receiving and resolving guest issues and special requests.
Grand Hyatt New York New York, New York 1998-2001
Assistant Rooms Manager / Hotel Assistant Manager (2/00 - 9/00)
. Directed all phases of hotel operations.
. Responsible for resolving all guest situations and special requests.
. In charge of departments in the absence of the department head.
Regency Club Concierge Manager/Diamond Services Manager (9/00 - 6/01)
. Establishing a network of local contacts that enables the arrangement
of "last-minute" reservations for restaurants, concerts, sporting
events, etc.
. Maintaining Regency Club according to corporate guidelines.
. To act as a "liaison or contact" and to ensure maximum satisfaction
during any VIP Diamond Members stay.
Laundry Manager / Housekeeping Floor Manager (5/98 - 2/00)
. Training and development of all laundry / valet personnel.
. Conducting / maintaining linen inventories.
. Responsible for the cleanliness and upkeep of guestrooms and hallways.
. Responsible for the knowledge of cleaning products, techniques, safety
and the management and the motivation of line employees.
EDUCATION
1994 - 1998 University of Southern Mississippi
Hattiesburg, MS
BS, Hotel, Restaurant and Tourism
7/97 - 8/97 University of Nevada, Las Vegas
Las Vegas, NV
Summer Studies in Switzerland while attending
University of Southern Mississippi.
Hotel Institute of Montreaux, Ecole Hoteliere de Lausanne
CERTIFICATIONS
SIX SIGMA GREEN BELT, CERTIFIED INTERVIEWER, CERTIFIED TRAINER
REFERENCES
Are Available Upon Request
REFERENCES FOR MARGOT J CARTER
David Hogin
Vice President, Asset Management
Strategic Hotels & Resorts
77 West Wacker
Suite 4600
Chicago, IL 60601
Rebecca LoTurco
Executive Assistant Manager - Rooms
Trump SoHo Hotel
246 Spring St.
New York, NY 10004
Donna Miklich
Regional Director of Employee Relations
Morgans Hotel Group
44 West 44th Street
New York, NY 10036
Bill Mello
Director of Environmental Services
Crothall Healthcare, Inc.
North Mississippi Medical Center
830 South Gloster Street
Tupelo, MS 38801
Daemon O'Neil
Media Account Manager
Gramercy Park Hotel
2 Lexington Avenue
New York, NY 10010
Cecily Ranger
New York University
School of Law
48 Cooper Square
New York, NY 10003
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