Customer Service Management

Angela Noelle Thomas

**** ******* *****, *, # ***, San Diego, Ca, 92111, 678-***-**** ********@***.***

Profile

Motivated, personable hospitality professional seeking to transition from the classroom to

administration, utilizing my demonstrated leadership, project management, training and

development skills to contribute to the successful operations of an academic institution.

Education

Master of Science, Hospitality Management, 2009, G.P.A. 3.4/4.0

FLORIDA INTERNATIONAL UNIVERSITY - Miami, Florida

Bachelor of Science, Hospitality Management and Tourism Development, 2007, G.P.A 3.5/4.0

FLORIDA INTERNATIONAL UNIVERSITY - Miami, Florida

Associates of Arts, Hospitality Management - 1994, G.P.A. 3.6/4.0

MIAMI DADE COLLEGE - Miami, Florida

Associates of Science, Computer Science minor Accounting, 1986

UNIVERSITY OF TECHNOLOGY - Kingston, Jamaica W.I.

Skills Summary

Possess outstanding oral, written and training communications skills.

Strong aptitude for quickly mastering technology and creating detailed user instruction manuals.

Developed unparalleled guest relations skills and used them successfully in motivating students

to set goals for success in their chosen career. .

Strong analytical skills including trend analysis used to develop innovative tactics to discuss

and resolve problems in the classroom setting as well as the job environment.

Excellent administrative and organizational skills utilized in creating informational seminars and

community outreach programs to expose students to the current trends in the hospitality industry.

Remarkable ability to train, motivate and counsel individuals in a diverse cultural environment.

Professional Expertise

COMMUNICATION: REPORTS/PRESENTATIONS/TECHNOLOGY

Prepared complex reports for management, ensuring full compliance with corporate deadlines.

Developed professional correspondence for employees, adhering to strict corporate guidelines.

Designed, developed and implemented classroom lectures for students and employees.

Rapidly learnt and mastered various Micros/Opera/Windows computer software programs.

Ensured every department head is aware of operational goals and the available tools needed.

Angela Noelle Thomas

Resume, Page Two Available for Relocation

Professional Expertise, continued

CUSTOMER SERVICE/SALES &MARKETING/PROBLEM SOLVING

Managed front-office operations and provided impeccable customer service.

- Built a clientele supported by 60% referral business and repeat guests.

Developed and implemented strategic marketing plan by targeting new, emerging markets.

- Increased market share by 25% by strategic alliances with service providers.

Designed and implemented up sell techniques and incentive programs for employees.

- Improved employee retention by 50%.

Successfully negotiated new lifestyle segment which enabled hotel to maintain leadership in

Competitive set.

Leadership/Project Management/Organization

Managed and oversee all aspects of the day-to-day operations of a twin property hotel.

- Facility rental and maintenance

- Employee scheduling, training, evaluation and disciplining.

- Finance: accounts payables/receivable, invoicing, budgeting and revenue management

- Property compliance with all OSHA standards and human resources requirements.

Designed and marketed strategic business initiatives for competitive positioning of hotel brand.

Developed and communicated channels to engage stakeholders in effective dialogue.

Computer Skills

Microsoft Word Micros Opera/Fidelio

Microsoft Excel Galaxy

Microsoft PowerPoint Micros PMS

Microsoft Outlook M3 Accounting Software

Employment History

2010 - 2011 - Adjunct Professor/Hospitality -Training/Mentoring - Miami Dade College

2009 - 2010 - General Manager - Hotel /Project Management - Ramada/Days Inn hotels

2007 - 2009 - Front Office Supervisor - Customer Service Operations - Westin Colonnade hotel

2003 - 2006 - Night Auditor/MOD - Computer Operations/Quality Control- Holiday Inn Select

2001 – 2003 - Assistant to Controller - Financial/HR Management - Ramada Hallandale Resort

1990 – 2000 - Sales Manager - Sales /Loss Prevention/Revenue Management -RadioShack

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