Customer Service Manager
Resume:
JAMES U. UDEH P. O.
*********@*****.***
SUMMARY
Ten years plus experience in management, supervised from 5 - 120 staff.
Managed budget from $80 Thousand - $10.5 Million. Maximize revenues and
motive associates to ensure an optimal level of quality service that is
being admissible in a timely manner; and levering my management style.
EXPERIENCE
HYATT PLACE RICHMOND AIRPORT July 2009 -Dec. 2012
Assistant General Manager
Responsible for all aspect of the operation including guest & Associate
satisfaction, financial performance, sales & revenue generation.
Create & nurture a hotel environment that emphasizes motivation,
empowerment, teamwork and a passion for providing service. Supervise &
Maintain Hotel Shuttle from August 2009 to September 2012.
Handle any guest problem or complaint in a professional and courteous
manner.
Interview, screen & hire applicants as needed due to hotel staffing needs.
Process new hire paperwork for all hotel associates and provide job
training to increase knowledge & skill level.
Input weekly payroll into the company timekeeping system and comply with
all payroll department deadlines. Inventory F & B monthly and order food as
needed per occupancy.
Assist & teach the team scheduling (using scheduling tool) against guest
hours/occupied room goals. Ensuring staffing levels are appropriate to
exceed guest expectations.
Utilize budgets to teach department managers and team supervisors how to
understand financial objectives while balancing costs with guest
satisfaction & quality.
HYATT PLACE RICHMOND/INNSBROOK May 2008 - Feb 2009
Assistant General Manager
Responsible for the success of the housekeeping, front office and food and
beverage departments of the property. A hands on approach to effectively
manage the quality of customer service and guest suite cleanliness.
Report directly to the General Manager of the hotel. Manage the daily
business operations to achieve planned goals for operational integrity as
measured by revenue, house profit, and RevPAR index while maintaining
company standards for customer satisfaction, quality assurance, and asset
protection, also the purchasing and payroll submission.
Interviewing and hiring of new associate, as well as disciplinary measures.
Demonstrate leadership and professional image to associates and customers.
CROWNE PLAZA DOWNTOWN RICHMOND May 2007 - March 2008
Director of Housekeeping
Supervise 80 employees, manage a departmental budget in excess of $5.9
million. Ensured that cleanliness standards were met throughout the hotel.
Directed a $10 million renovation from June 2007 through January 2008.
OMNI RICHMOND HOTEL & RESORT Oct. 2004 - May
2007
Front Office Operation
. Develop and implement a scheduling process to increase productivity in
all departments, monitor the results and made changes where need too.
Increased departmental productivity by 10%.
. Provide exceptional customer service to the entire customer and eliminate
any problems that come across me every day and prevent it from
escalating. Reduce customer complaint by 15%
Hyatt Regency Crown Center May 2002-
Sept.2004
Assistant Rooms Division Manager
Provide guidance and leadership to the Rooms Division, ensuring consistent
compliance of property policies and quality customer service while
maximizing departmental profits. Increase leadership skills by 10%.
. Authorize revenue allowance to remedy problems only after other
alternative solutions have been offered, maintain company's expense
forecast money, not to exceed departmental expenses by 10%.
. Managing the company's acquisition, disposition, and other transactions,
leads in the internal audits of business processes and elements of the
overall control structure of the company. Reduce internal audit time by
15%.
Hyatt Regency New Orleans Jan. 2000-
April. 2002
Assistant Front Office Manager
Managed twenty employees as manager, perfected daily check in/check out,
oversaw time usage, and served as liaison between superiors and staff.
Performed computer programming throughout the hotel property. Tracked
individual groups in hotel, performed night auditing, payroll, and
conducted all other managerial duties relating to hotel administration.
. Respond to customer's special requests, needs, problems, issues and
concerns and accommodate groups to ensure optimal levels of customer
satisfaction and repeat business, giving the customer my undivided
attention in order to accomplish a goal, and bend the rules sometimes.
Reduce and take care of the problem by the customer leaving with smile on
their face by 30%
Copy Shop, ETC. May
1996- Feb. 2000
Store Supervisor
Manage day-to-day daily operation of the printing shop, recruit employees
and train to maintain store standards. Ship through UPS and FedEx; operate
all printing shop equipments. Computer rentals and repairs, also Operate
and rent U-haul trucks all sizes, trailers, auto transport and install
hitch under U-haul dealership License.
EDUCATION
GRAMBLING STATE UNIVERSITY, GRAMBLING, LOUISINANA
B.S. Hotel Restaurant Management; Concentration: Management.
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