Customer Service Manager

DEBORAH K. BURNISH

Phone: 484-***-**** Email: acp1cw@r.postjobfree.com

Address: *** *. **** ****, *********, PA 19522

SUMMARY OF QUALIFICATIONS

Highly qualified and well developed professional with extensive Reservations & Customer Service experience

in the Hospitality industry. Adept at training and supervising staff, recommending solutions to improve

processes, and implementing effective promotional programs to streamline operations. Experienced in the

design and implementation of policies and procedures, as well as consistently assessing operational needs to

impact performance. Currently seeking a Spa Coordinator/Front Desk position, bringing 20+ years of related

experience and key strengths as follows:

Sales & Marketing

Operations Management Staff Training/Supervision

Performance Evaluation

Business Development Project Management

Policy & Procedure

Account Management Key Relationship Building

Development

Process Improvement Strategic Business Planning

Customer/Guest Service

Team Building/Leadership P&L/Budgeting/Forecasting

CORE COMPETENCIES

Consistently recognized, top-performing professional with unique skill-set and perspective that only

experience can teach.

Leverages natural leadership talents and relationship building skill to steer operations in right directions.

Utilize exceptional consultative listening skills combined with work experience and expertise in helping staff

improve their organizational performance.

Determine organizational needs, propose learning solutions, and assess impact of solutions using strong

analytical and problem solving skills.

Strong work ethic and track record of success with a history of developing long-lasting relationships based on

a foundation of trust, integrity, and outstanding performance.

PROFESSIONAL EXPERIENCE

Gaylord National Resort & Convention Center National Harbor, MD 2012 - 2013

Senior Revenue Manager

Led the project to transition all Gaylord revenue management systems, reports and data to Marriott

systems.

Responsible for analyzing information, identifying current and potential opportunities, and proposing

solutions to streamline operations and provide accurate and timely results in the form of reports,

presentations, etc.

Ensure price positioning is appropriate and competitive within each market and across all distribution

channels.

Conducts sales strategy analysis and refine as appropriate to increase market share.

Price and build all rate plans and packages; work closely with marketing, special events, front office and

accounting departments to implement new promotions.

Educated in extended stay hotel strategy; assisted with pricing and provides input on business evaluation

recommendations.

Gaylord Entertainment Corp. Nashville, TN 2011 - 2012

Revenue Management Process Standards Manager Systems & Trainings Manager

Held accountable for implementing processes to monitor all revenue related initiatives such as auditing of

sales and revenue while ensuring proper implementation of analytical tools.

Authored all training materials and presentations for use within training resource library.

Liaison with various department heads and executives while managing employee relationships at each

corporate property to evaluate interdepartmental impact of change.

Increased efficiency of operational team and achieved occupancy/revenue targets by effectively training

staff throughout territory.

Arranged travel, transportation, hotel and meeting spaces for all training classes.

Deborah Burnish - Page 2

PROFESSIONAL EXPERIENCE (CONTINUED)

Gaylord National Resort & Convention Center National Harbor, MD 2007 - 2011

Revenue Analyst (2010 - 2011)

Oversaw all inventory strategies for all properties within territory, implemented yield changes, and

established strong relationships with all third-party vendors, consortia, and wholesale accounts.

Collaborated with rooms, reservations and sales department and assisted in managing group block activity,

implement yielding strategies, pick up analysis, cut off dates, rooming lists, oversold analysis and overall

reservation activity analysis.

Maintained transient pacing models, developed pricing strategies, created new rate plans, handled channel

promotions, and monitored reports/pricing data.

Conducted competitive analysis on prices to maximize profit, as well as created oversold analysis reports

and assisted the Director of Revenue in handling relocation situations.

Nominated for Excellence in Leadership Award, finalist for Gaylord Entertainment Chairman's Award,

and successfully completed the Gaylord Entertainment Leadership Development Series.

Reservation Sales Manager Call Center Manager (2007 - 2010)

Assisted in opening largest hotel and convention center on the east coast and seasonal box office for

special events.

Managed daily operations of a staff of 25 STARS by coaching, developing, monitoring and auditing calls,

payroll (ADP), Blue Cube, CCM, GDS, 3rd party channels, LMS.

Conducted training on third party reservation, packages, special promotions and billing to front office and

food and beverage stars.

Collaborated with accounting, finance, marketing and revenue management to create and develop rate

plans, corporate and group landing pages and load packages to all distribution channels.

Verified call center department, rate strategies and packages are in compliance with Gaylord standards and

SOX quality assurance inspection as well as ensured guests received the highest level of service to

maximize retention and revenue opportunities.

Served as system administrator for Reserve Anywhere, Lansa, Resnet, ResView NG/Pegasus, HotSOS,

Xtend, Contact Center Management, LMS and Agilisys eMarketing.

Successfully completed and implemented 4DX WIGS and culture.

Baltimore Marriott Hunt Valley Hunt Valley, MD 2000 - 2007

Corporate Group Sales Manager

Managed corporate accounts, create new business and ensured guest satisfaction on services, as well as

handled account details and ensured all aspects if solicitation and closing are complete and documented.

Coordinated servicing account to different departments and performed verbal and written sales

presentation to prospective clients and via Cvents, Meeting Broker, Lanyon, Experient and Hotel Planner.

Handled hotel promotion, outside calls, conduct review of competition and represent hotel at trade shows.

Conducted research on travel industry and market trends and developed new marketing strategies.

Front Office Manager

Conducted Marriott's Service Excellence Training to line and management associates.

Developed and restructured front office to institute a serviced focused culture. Managed operations to

ensure optimal service level and hospitality service are provide to both external and internal guest.

Implemented company and franchise programs and ensured compliance with LSOP's, Marriott SOP's,

Franchise Source, EEOC Audit and Annual Quality Assurance audit.

Acted as site IT Specialist, installed Guestware, and upgraded Micros 8700, WFB/Stay on line software

and PMS Bridge to desktop office units.

Recipient of multiple Marriott Spirit to Serve Awards and Davidson's Service Stars, as well as won

numerous Marriot Gold Key and Pineapple Awards for service excellence.

Embassy Suites-BWI Linthicum, MD Controller 2000 - 2000

Hampton Inn Glen Burnie, MD Assistant General Manager 1996 - 2000

Hampton Inn State College, PA Director of Sales & Sales Assistant 1992 - 1996

EDUCATION & PROFESSIONAL DEVELOPMENT

The Pennsylvania State University B.A., Classic Literature (1992)

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