Manager Customer Service
Resume:
Barbara L. Weinkauf
Mukwonago, WI 53149
*******@***.***
Cell: 262-***-****
Professional Goal
To grow and develop a long term working relationship with a reputable
employer in a professional and challenging work environment.
November 2006 - Present
Marriott Courtyard Downtown Milwaukee
2006 - Present / Assistant General Manager: Responsible for all Human
Resource responsibilities to include but not limited to hiring,
orientation, on-boarding, training, progressive discipline, FMLA, wage
structure, associate incentive programs, problem resolution, Peoplesoft,
4myhr and payroll systems. Oversee all accounting functions, including
accounts payable and receivable, petty cash, period end, banking
procedures. Responsible for the performance and operation of all hotel
departments and ensuring that all Marriott standards are being maintained
in each area. Provide a safe working environment in compliance with OSHA
standards. Assist associates in understanding the guest's ever-changing
needs and expectations, and exceed them. Take a proactive approach when
dealing with guest concerns. Create and nurture a hotel environment that
emphasizes motivation, empowerment, teamwork, continuous improvement and a
passion for providing service. Assist team with constructive coaching and
counseling. Understand associates needs and make every effort possible to
be engaged both professionally and personally with each individual. Comply
with all corporate accounting procedures. Coordinate and complete required
room audits, tracking trends vs. guest satisfaction results. Work with GM
to establish hotel revenue goals. Assign engineering daily work
assignments, audit for completion. I am an active member of the Marriott
Milwaukee Business Council with focus on associate celebration and
community relations. Most recently was an instrumental leader in our 375K
lobby renovation and currently our 2 million dollar plus rooms renovation.
July 1994 - September 2006
Marriott Conference Center
@ GE Healthcare Institute, Waukesha WI
2000 - 2006 / Director of Human Resources: As a strategic business partner
and a participant of the Executive Committee at this facility I worked hand
and hand with the General Manager and Director of Finance to plan the
property visions and future growth. Responsible for all manager,
supervisor and associate hiring, mentoring, goal setting, progressive
career growth and training. Responsible for all HR functions that includes
a progressive associate engagement program, hiring and training. This
property was working toward a self OSHA certification so there is a very
strict and demanding emphasis in regards to accident prevention, training
and post accident follow-up and care. Chair of the Community Relations
Committee as part of the Marriott Milwaukee Business Council, representing
the state of Wisconsin.
1998 - 2000 / Director of Room Operations & Human Resources: Transitional
responsibilities as rooms structure was created and replacements were
recruited and trained. This time was also dedicated to education in Human
Resources. During this period of time the property also expanded the
learning facility by 30,000 square feet. Assisted in the planning and
development of areas in which Marriott would be responsible for.
1994 - 1998 / Director of Room Operations: Part of a 5 phase pre-opening
team for Marriott at the GE Healthcare Institute. An incredible learning
experience with an on site client who is unfamiliar with the hospitality
industry. Challenges included educating our client in hospitality
operations while balancing their needs and expectations. Created all
rooms, and meeting room local standard operating procedures with client
representatives using stand alone, generic non-company supported PMS and
data collection systems. Worked hand and hand with client in setting
reasonable areas of responsibility in regards to both shared areas of
physical responsibility and shared budget expectations. Annually assisted
in creating budgets to mirror these unique agreements. Physical areas of
responsibility included daily management of housekeeping, front desk and
night audit of a 143 two bedroom condominium facility in addition to the
loading dock, janitor and concierge located in the main learning facility.
Both a light accounting staff and engineering staff both reported to me in
first two years of operation before the need to expand the staff model.
November 1988 - July 1994
Milwaukee Marriott, Brookfield WI
1993 - 1994 / Director of Services: Responsible for the service and
development of a staff of approximately 70- 75 associates in a full service
396 room hotel with 14,500 sq. ft. of meeting space. Primary
responsibilities include; quality of cleanliness and servicing sleeping
rooms, meeting and public space, exceed franchise and Marriott standard
operating procedures, developing and maintaining a departmental budget,
scheduling, hiring, training, terminations, staff development, purchasing,
inventory controls, managing customer service and GSS scores. In 1993 was
an instrumental part of a 4.5 million rooms only renovation.
1992 - 1993 / Assistant Director of Services: Assistant to above.
1990 - 1992 / Assistant Front Office Manager & Gift Shop Manager: Assisted
in the management of all front office operations, bellman, transportation,
concierge, gift shop functions and personnel. Primary responsibilities
included increasing room revenue day of, customer service, budget
development, purchasing, inventory, all staff hiring, training and
development, associate moral and productivity.
1988 - 1990/ Various Front Office Positions to include Senior Desk Clerk
and Front Desk Supervisor
Awards
2009 Marriott Certified Trainer of the Year
2005 & 2000 Marriott Manager of the Year @ GE Healthcare Institute,
Marriott Conference Center
2005, 2003 & 2000 Marriott Manager of the Quarter @ GE Healthcare
Institute, Marriott Conference Center
2003 Marriott Midwest Regional Corporate Spirit to Serve the Community
Active Volunteer Partnerships
Chair the Community Relations Committee for South Eastern Marriott Business
Council / Second Harvest of Wisconsin / Children's Hospital of Wisconsin /
Ronald McDonald House / Junior Achievement / Habitat for Humanity (Waukesha
& Milwaukee) / Girl Scouts of American / along with other outreach
organizations
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