Manager Human Resources
Resume:
Bradey W Hicken
Newnan, GA 30263 ************@*****.***
Summary of Qualifications
-23 years of experience (over 13 years as supervisor/manger)
-Complete knowledge of hotel operations
-Outstanding oral, written and training communication skills
-Outstanding guest relations skills especially in creating special touches and resolving guest requests and concerns
-Great analytical skills including trend analysis and the ability to develop innovative tactics to resolve problems
-Great eye for details, can carry out actions to improve the appearance of the property and employees as well as establish relevant actions that meet the guest’s expectations
-Positive/Upbeat approach to employee relations and guest complaints
-Strong computer skills especially in word processing, hotel operating systems and spreadsheets
-Great ability to ensure proper selection, training, motivation and counseling of all employees
Employment History
Front Office Manager/Assistant General Manager 4/2014 to Present
Comfort Suites, Atlanta, GA
Work collaboratively with all supervisors and managers to continually enhance and advance the hotel’s goals and operations.
Ensure the operations staff, supervisors and management are properly trained to standards and able to carry out the operations of each function of their department.
Anticipate guests and employees’ needs and respond promptly.
Ensure that the guest experience is pleasant and positive from arrival through departure.
Analyze GSA scores and comments; enhance current strategies and develop and execute action plans to eliminate deficiencies.
Responsible for all property based human resources and accounting functions; work closely with the corporate office to ensure that all human resources and accounting policies and procedures are followed.
Work closely with managers and supervisors to develop them both personally and professionally.
Maintain complete knowledge of all operations department policies/service procedures.
Maintain complete knowledge of: all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities, VIPs scheduled, in-house group names, background, activities, locations, and times as well as special requests/arrangements.
Complete daily walk-through of all operations department areas observing the following and instruct designated personnel to rectify any organization deficiencies:
Staffing - numbers, appearance, attitude
Operational cleanliness and maintenance
Service - appearance, merchandising, attitude
General crispness, quality and consistency of operation
Storage areas - organization, cleanliness, inventories and care of equipment
Review and respond to daily operational demands as it relates to the hotel.
Conduct and/or participate in Daily Line ups as well as Departmental meetings.
Ensure that all operations departments and employees comply, on a consistent basis, with all Fire Department Safety codes and OSHA guidelines.
Ensure that employees comply and abide by the employee standards of conduct at all times.
Ensure that all employee and management reviews are done in an efficient and timely manner.
Ensure that staffing level requirements are met when both minimum and maximum occupancy levels dictate.
Driver 11/2013 to 4/2014
Dolce Atlanta Peachtree, Peachtree City, GA
Pick guests up at airport/drop guests off at airport
Help guests with luggage to room and from room
Help clerks with answering phones and checking guests in
Front Desk Manager 1/2013 to 11/2013
Embassy Suites, Birmingham, AL
Plan work schedules as per requirement.
Meet and greet customers.
Deal with customer queries and complaints.
Address and troubleshoot customer and employee problems
Organize, inventory, and order supplies when needed
Deal with contractors/suppliers
Recruit and monitor relevant staff for their specific operations
Maintain statistical-financial records
Update checkbook and code invoices for accounting
Lead weekly supervisor and desk agent meetings
Front Desk Supervisor, AP Clerk, Transportation Coordinator 3/2004 to 1/2013
Dolce Atlanta Peachtree, Peachtree City, GA
Created work schedules as per requirement.
Greeted customers
Dealt with customer queries and complaints.
Addressed and resolved customer and employee problems
Ensured transportation runs without interruption
Organized, inventoried, and ordered supplies when needed
Dealt with contractors/suppliers
Recruited and monitored relevant staff for their specific operations
Maintained statistical-financial records
Processed and paid invoices
Communicated with vendors on payment status
Assumed authority for the hotel in the absence of the Front Office Manager
Entered group reservations and transportation information each week.
Education
University of Wisconsin-Superior (2000)
Bachelors: Business Management
Clatsop Community College, Astoria, OR (1996)
Associates: Business Management
References provided upon request
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