Manager Customer Service

Location:

Posted:

April 05, 2014

Robert L. Barnes

407-***-****, ***********@*****.***

GENERAL MANAGER / HOTEL MANAGEMENT

General Manager with expertise in Rooms, Food & Beverage, Sales & Marketing, P&L budget management

and guest services. Proven background in operational turnaround, generating growth in revenue and motivating

personnel to provide superior customer service.

EMPLOYMENT HISTORY

Director of Operations, Airport Fuel Enterprises, Inc, Orlando, FL, January 2003 - Present

Hold full P&L responsibility as Director of Operations. Oversee scheduling, hiring, and training operations.

Supervise management of maintenance, marketing and security at one convenience store and 2 liquor stores.

Staff accountability for 20 employees.

• Highest Net Profit Gas Station in the U.S with a profit margin of over $2.60 per-gallon by applying

Yield Management principles to fuel pricing.

• Created all employee Job Descriptions and performance appraisals which were based on Job

Descriptions. As standards were applied, the organization experienced much less turn-over in positions,

very few problems with attendance or tardiness when compared to other businesses in these industries.

The most recent employee was hired two years ago.

• Initiated, developed, and cultivated strategic business partnerships with professional drivers and tour

operators to increase liquor sales to cruise passengers.

• Implemented a Drug Free Workplace program and an Employee Bonus Program to recognize and

reward exceptional employees

Director of Operations, Best Western Kissimmee, Travelodge Maingate East and Knights Inn Maingate. June,

1998 to January 2003

Held the duties of a General Manager at the Best Western, which was a full-service hotel with Restaurant,

Lounge and Pool Bar, while supervising the General Managers at the Travelodge and Knights Inn properties.

• Supervised creation of Marketing Plan and Budget for three properties as well as direct supervision of

all department heads within the hotel.

• Supervised General Managers at Travelodge and Knights Inn properties to insure they met franchise

standards and controlled costs while insuring they had the tools they needed to meet the standards.

General Manager – Harley (Helmsley) Hotel of Orlando March, 1988 to June 1998

Performed General Manager functions at the full-service Harley Hotel of Orlando as well as supervising

operations at a smaller rooms only hotel named the Colonial Plaza Inn. I spent 10 years with Harley Hotels.

While many called the owner, Leona Helmsley, “The Queen of Mean”, in my experience, she rewarded her

employees well and expected they return the reward with hard work and attention to detail.