Manager Customer Service
Resume:
Anthony Turner
**** ******* ******, **********, ** 46168Phone 219-***-****
Objective
Obtain a position with a hospitality management company/Owner that allows
me to use my past managerial skills while allowing room for growth both
professionally and personally.
2011- Current HMA/Wright Investments Corp. Terre Haute, IN
General Manager
General Manager; working with non conforming properties to bring them up to
top performance. Current property was performing below industry standards
with a Guest service score of 5.5. I was able to increase service score to
9.36 in 3 months while staying within budgeted numbers.
2009 - 2011 Best Western PLUS Portage Hotel & Suites Portage, IN
General Manager
From inception to construction - Newly opened hotel, hired, trained and
monitored all hotel departments and staff. Put in place policies and
procedures that will allow the Best Western PLUS Portage Hotel & Suites to
be number one in its market. Tracked and maintained a 9.33 GSI score
through Medallia and improving our occupancy and ADR daily. Received
customer service awards, top 1% of Best Western Hotels, twice Recipient of
the Directors award, #1 on Trip Advisor for the last 18 months, CVB Rose
Award, Chamber Most Improved Award.
2007 - 2009 Country Inn and Suites by Carlson Portage, IN
General Manager
Under my leadership Country Inn and Suites Portage became an award winning
hotel and staff maintaining a 9.13 average out of 10 for the Guest Service
Index two years running. Twice the recipient of the Carlson Hotels
Worldwide President's Award, Hostmark's Regional Employee of the year,
runner up DOS of the year and Hostmark's coveted Quality Assurance Award
2008 while attaining a 51% GOP. As General Manager I was recognized by
Carlson with the "Be Our Guest" black pin within six months of the program
implementation.
2006 - 2007 Quality Inn & Suites/JAI Bright Hotels Lafayette, IN
General Manager
Ultimately responsible for the entire operation and sales efforts of the
hotel. Effectively directed and coordinated staff, activities, and
available resources in order to accomplish hotel objectives as set forth by
the Brand Standards, operating procedures, annual budget and home office
headquarters. Managed $1.7 mil pip renovation/conversion from Ramada Inn to
Quality Inn and Suites while increasing occupancy and ADR 57%, Hired and
trained staff in accordance to Choice International standards.
2005 - 2006 Ramada/Best Value Inn/Crescent Hosp. LaPorte, IN
General Manager - Full Service
Responsibilities include managing the daily hotel operations to achieve
planned goals for operational integrity as measured by revenue, house
profit, and RevPar index while maintaining company standards for guest
satisfaction, associate satisfaction, quality assurance, and asset
protection.
2002 - 2005 Ramada\Best Value Inn/Hostmark Hospitality LaPorte, IN
DOS/AGM
Monitored and ensured compliance with all guidelines for operations,
conducted monthly department meetings to review new procedures and solicit
input from all employees. Handled and provided resolutions to guest
complaints and employee issues. Assigned duties to employees and
subordinates and observed performance to ensure adherence to hotel and
franchise policies and established operating procedures. Answered inquiries
pertaining to hotel policies and services. Assisted General Manager in
annual wage scale surveys; ensured employee wages following wage and salary
guidelines. Ensured property hiring practices comply with state and federal
requirements. Performed functions of the General Manager in his absence.
Solicited new and existing accounts to meet and/or exceed revenue goals
through telephone solicitation, outside sales calls, site inspections and
written communication. Maintained and developed relationships with key
members of community, CVB and tour agencies.
2001- 2007 Military - Army National Guard USA - Army
Honorable Discharge - 44B Welder/Fabricator E4
2001 - 2002 Ramada Inn/Full Service LaPorte, IN
Front Office Manager
Directed and oversaw the hiring, scheduling and training of front desk
employees. Conducted department meetings. Conducted performance reviews and
achieved guest satisfaction goals. Oversaw and participated in daily guest
service operations. Responded to guest complaints and guest comment cards.
Attended staff meetings as necessary. Coordinated large group guest service
needs.
2000-2001 Ramada Inn/Full Service LaPorte, IN
Night Auditor
Balanced and audited for accuracy room revenue, food and beverage reports,
cashier's reports, and guest and house accounts and telephone revenue.
Transmit credit card batches. Completed and transmitted daily management,
accounting reports and supporting documents. Acted as hotel systems liaison
during night hours, performed all Guest Service Representative Functions as
required; assisted in booking room reservations; answered hotel phone calls
and notified guests and key personnel of messages.
1999-2000 Self Employed LaPorte, IN
Real Estate Agent/Sales
Licensed Real Estate Agent; Represented buyers and sellers in residential
and industrial purchases.
1987-1999 Whirlpool Corp. LaPorte, IN
Inventory Management/Purchasing Agent/Supply Chain management
Purchased and managed 20+ million in inventory annually. Continually
promoted; Supervised 7 expeditors.
1980-1987 Pottawattamie Country Club Michigan City, IN
Pastry Chef/ Sous Chef
Upscale Golf Course/Country Club, excelled in customer service and guest
relations; continually promoted as my skills increased, eventually promoted
to Sous Chef. Received several awards and scholarships
Education
Currently pursuing B.A., Business Administration and Computer Science.
Interest and Clubs
Board of Directors Portage Chamber of Commerce, Board of Directors CVB
Porter County, Business, Sports, Gardening, Carpentry, Computers, Rotary
Member. Exec Committee Best Western Co-Op
References
Pravin Patel
Norstar LLC
Shannon Lowry
General Manager
Holiday Inn Express & Suites
Yolanda Carmin
Rooms Division Manager
Dana Boutique Hotel Chicago
Tessa Turner
Assistant General Manager
Hampton Inn & Suites Indianapolis Airport
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