Manager Customer Service
Resume:
DARNELL JONES
Email: *********@********.***
Address: *** * **** **** #**
City: BALTIMORE
State: MD
Zip: 21229
Country: USA
Phone: 410-***-****
Skill Level: Management
Salary Range: 63
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Seasoned and goal-driven professional, offering broad experiences in general and operations management. Equipped with proven adeptness in managing and supervising workforce with open communication to identify the problems and difficulties in a particular job. Skilled communicator and innovative thinker; recognized as the key contributor to sales team in developing new accounts and initiating sales and team effort while exceeding both financial and guest satisfaction goals. Thrive at utilizing customer-focused approach in all managerial and organizational tasks.
AREAS OF EXPERTISE
Strategic and Operational Planning ~ Quality Control ~ Client Development ~ Customer Service
Proposal and Presentation ~ Finance/ Accounting Operations ~ Budgeting
PROFESSIONAL EXPERIENCE
Holiday Inn Express Baltimore at The Stadiums, Baltimore, MD 2011-Present
General Manager
* Deal with overall hotel functions, including management of staff consisting of 6 managers and 30 employees
* Serve as a driving philosophy to maintain exceptional guest services
* Drove significant increase in revenue per vacant room by bringing out capabilities in creating and applying marketing and sales scheme, program, or method of demand section
* Achieved a GOP of over 40% during my venture.
* Generate new clients through consolidating and generating promotional programs to include advertising, public relations, and media
* Surpass budget profit margin for hotel with proceeds and operating cost
* Modified labor requirements, operating cost, and business tactics on a constant basis through evaluation of financial and operating information
* Develop and apply cost-effective business plans to attain turnovers and cost objectives
* Perform human resources responsibilities, including recruiting, selection, orientation, training, performance planning and evaluation, and pay/reward programs for employees` eligibility
* Guarantee that the entire workforce participate in preventive maintenance program to maintain adherence with physical products standards
* Developed yearly hotel budget an prepared a monthly 120 day revenue and expense forecast for the ownership group that detailed any variances to the approved budget.
Holiday Inn Inner Harbor Hotel, Baltimore, MD 2010-2011
Assistant General Manager
* Provided keen oversight to the entire hotel operations of a 3.5 star 365-room hotel, and supervised hotel staff consisting of 13 managers and more than 150 employees
* Directed quality process on a daily basis, including goal communication, associate improvement, compliance with standards of product and performance, service recovery, and problem resolution
* Forged and maintained communication with associates and clients to ensure product quality and presentation
* Generated cost-effective resolution to address all clients` concerns to keep satisfaction and promote customer retention
* Oversaw financial plan, forecasting training, and staffing for Rooms Division operations
* Instituted and imposed rules and regulations to guarantee consistent improvement and to increase profitability and staff performance in collaboration with the general manager
* Analyzed and approved all inventories of the hotel, such as sales, purchases, and operating cost
* Performed human resource functions, such as interviewing, hiring, training, and evaluating new hires
* Brought increase on employee survey by 5% in six months in terms of employee dedication and perception of the company through retaining and improving employee communication and mentoring staff
* Assisted in the preparation of the monthly P&L reports and was responsible for conducting a monthly analysis of labor efficiency and expense variances
* Planned and managed the progression and expenses of large scale building reconditioning and room remodeling projects while continuing to achieve revenue and service goals.
Radisson Hotel, Largo, MD 2007-2010
Assistant General Manager
* Served as interim general manager during the absence of the general manager; held responsible for the overall hotel operations, including preparing reports for the corporate office
* Took part in creating and implementing marketing plan and operating budget for yearly observation and improvement
* Sustained property quality control standards while ensuring excellent customer service maintenance
* Made major contribution in prospecting and developing new accounts and overall sales efforts for the sales team
Controller 2006-2007
* Generated value in proposing action items operation, monetarily financial reports, and short- and long-term operational planning
* Efficiently performed day-to-day financial and accounting functions, such as receivables, payables, payroll, general cashier, and internal audit
* Orchestrated employee hiring process and new employee orientation
* Assured human resource compliance; assigned to train and coach hotel employees while promoting a positive work environment
Caring People Alliance, Philadelphia, PA 2004-2006
Payroll Specialist
* Dealt with managing all payroll tasks, including time keeping
* Ensured adherence with human resources and payroll governmental regulations and quality standards
* Combined precision and reliability to meet the set deadline of report for payroll procedures
* Aided in performing accounting tasks, including financial reporting, audits, account analysis, and budget preparation and administration
* Proposed ways on how to improve accounting policies and procedures
Pennsylvania Convention Center Authority, Philadelphia, PA 2002-2003
Finance Supervisor,
* Focused in finance functions to include invoicing, collecting revenues, and billing
* Expedited the presentation of reports regarding contractor commission, as well as cash receipts processing
* Checked and assured that all contract transactions complied with license agreements
* Spearheaded special assignment for the Controller and Senior VP of Finance
EARLIER CAREER
Credit Manager - Hyatt Regency at Penn`s Landing, Philadelphia, PA 2000-2002
Payroll Manager - Hyatt Regency Chicago, Chicago, IL 1999-2000
CREDENTIALS
Certified Food Service Manager
IHG Certified General Manager
AFFILIATION
Maryland Hotel Lodging Association
Contact this candidate