Customer Service Manager
Resume:
MICHEL BERGERON
**********@*****.***
Current Address:
Washington, DC 20009
OBJECTIVE Seeking to broaden my career utilizing my experiences in award-winning customer service, building successful teams, maximizing revenue, and managing a fast-paced office of diverse talents.
EXPERIENCE
General Manager, June 2015 - Present
Hampton Inn & Suites, Ft. Belvoir, Virginia
Oversee and manage the day-to-day operations of a 131 room property near historic Mt.Vernon and Ft. Belvoir.
●Took over a failing property, ranked at the bottom 5% of all Hampton Inns and raised it to Brand average within a year.
●Focused customer service training across all departments resulted in TripAdvisor ranking from #16 to #5 in a 50 hotel market.
General Manager, July 2013 - June 2015
Hampton Inn & Suites, Lynchburg, Virginia
Managed and executed the closure of a 20 year exterior corridor Hampton Inn while completing all franchise and management company requirements to open the new Hampton Inn & Suites, which opened August 2014. Currently responsible for sales, revenue management and all day-to-day operations of 112 room property.
●Actively worked with Hampton Brand Performance Support team, construction crew and local employment agencies for accurate completion of required tasks
●Coordinated sales efforts pre-opening to ensure a strong first six months, maintained occupancy average of 85.64%
●Hired and trained a team featured on Hamptonality YouTube channel and achieved #1 TripAdvisor within four months
●RevPAR average of over $100 and over $1 million in revenue for 2014, #1 in STAR report in RevPAR and Occupancy within two months of opening
●SALT scores within top 10% of brand for current year
Assistant General Manager, April 2010 - July 2013
Hampton Inn Biltmore Square, Asheville, North Carolina
Managing front desk, audit, security, housekeeping and maintenance; Accounts Receivable, hiring, training & continued education; guest & employee satisfaction in a three-year consecutive Circle of Excellence (top 10%) award-winning hotel.
●Established a front of house and back of house team with keen focus on guest interaction that rose SALT survey scores to Outstanding and award-winning status
●Created fundamental worksheets to track revenue, rate traffic, labor and performance
●Manage and coordinate outreach programs on behalf of management company, raising over $1,000 for Brother Wolf Animal Rescue in April 2013
●Coordinated with various departments in the planning and implementation of renovation projects
Restaurant General Manager, May 2008 – April 2010
Pizza Hut, Asheville, North Carolina
Assistant Hotel Manager, May 2005 – May 2008
Reitz Union Hotel, Gainesville, Florida
EDUCATION
Bachelor of Arts with a Major in English, May 2008
University of Florida, Gainesville, Florida
SKILLS
Computer: Microsoft Office Suite, OnQ PMS, Google Drive, UltiPro
Language: Conversational in French
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