Customer Service Manager
Resume:
Barnie Jenkins
Birmingham, AL 35235
**********@*******.***
OBJECTIVE
To obtain a leadership position that will allow me to utilize more than
thirteen years experience in the customer care field and front office
operations.
SUMMARY
* Leader with over eleven years of customer service and hotel
management experience.
* Ability to manage simultaneous projects.
* Proactive leader with interpersonal skills in developing and training
of employees.
* Excellent organizational, management and communication skills.
EXPERIENCE
Hilton Birmingham Perimeter Park, Birmingham, AL
Front Office Manager 7/08-Present
* Responsible for daily operations of the front office
* Responsible for utilizing budgets and training front desk, bell staff
and concierge personnel to understand guest satisfaction and financial
goals.
* Developed a culture of southern hospitality, which resulted in an
overall improvement in return guest and higher guest satisfaction scores.
Birmingham Marriott, Birmingham, AL
Front Office Supervisor 10/07-7/08
* I was the lead team member in achieving a national GSS ranking of 25,
an improvement from a ranking of 136 the previous year.
* I Developed and communicated an effective daily stand up that
increased productivity and worker moral.
* Responsible for daily operations of the front desk. Checking guest in
and out of hotel, modify guest reservations upon request and availability.
Responsive and thorough with guest request, concerns and complaints.
Execute property goals for daily sell strategy. Ensured with the task of
making sure the hotel operations ran smoothly during the PM hours of
operations.
Holiday Inn Express, Canton, GA
General Manager 6/06-09/07
* I Created and nurtured a hotel environment that emphasized
motivation, empowerment, teamwork, continuous improvement and a passion for
providing service.
* Developed and communicated selling strategies.
* Oversaw all accounting functions, including, but not limited to,
accounts payable, accounts receivable, petty cash, payroll, ordering
procedures, end of period, and banking procedures.
* Performed all housekeeping duties including room cleaning, laundry,
inventory, and ordering and total room care. Additionally, I performed all
restaurant and front desk duties including cooking, dishwashing, serving,
check-ins and checkouts, night audit and other front desk related
functions.
Jiten Hotel Management DBA/Courtyard-Atlanta Six Flags, Lithia Springs, GA.
Assistant General Manager, 10/04-6/06
* I thoroughly understood the CY service culture. Ensured that all
associates, team leaders and managers understood this Philosophy.
* I Created and nurtured a hotel environment that emphasized
motivation, empowerment, teamwork, continuous improvement and a passion for
providing service.
* Assist GM in developing and communicating selling strategies.
* Oversaw all accounting functions, including, but not limited to,
accounts payable, accounts receivable, petty cash, payroll, ordering
procedures, end of period, and banking procedures.
* Performed all housekeeping duties including room cleaning, laundry,
inventory, and ordering and total room care. Additionally, I performed all
restaurant and front desk duties including cooking, dishwashing, serving,
check-ins and checkouts, night audit and other front desk related
functions.
EDUCATION
Missouri Valley College
Mechanical Engineering, 1995-1998
Tallahassee Community College/Tallahassee, Florida
Mechanical Engineering, 1998-2000
Special Interest area: Hospitality
Florida A & M University/Tallahassee, Florida
Mechanical Engineering, 2000-2001
Special Interest area: Business Management
REFERENCES
Jacques Myrthil
General Manager-Courtyard Atlanta Six Flags-Lithia Springs, GA.
John Langford
Banquet Manager- Hilton Birmingham Perimeter Park-Birmingham, AL
Montrel Jenkins
Front Office Manager- Marriott Atlanta NW, Atlanta, GA
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