Customer Service Manager

Meagan Magnus

**** ***** *****

Owensboro, KY ***01

Cell: 270-***-****

******.******@*****.***

OBJECTIVE

To find opportunities with a forward thinking company which strongly values employee growth, independent thinking, and human capital development.

WORK HISTORY

March 2013 Director of Service

To The Malcolm Bryant Corporation

Present Owensboro, KY

Drive revenue to the new Hampton Inn & Suites Downtown/Waterfront, Hampton Inn Owensboro South, and Hampton Inn Louisville Northeast. Oversee sales and service for all hotels. Develop marketing plans for hotels, along with aiding in the marketing plan for The Malcolm Bryant Corporation, which include digital flyers, ads, and printed brochures. Provide training via Powerpoint presentations, conference calls, and face-to-face interaction with General Managers and support staff. Guide General Managers in annual budgeting. Direct and plan all events for the hotels and The Malcolm Bryant Corporation. Work in conjunction with the Owensboro Convention Center and Convention and Visitors Bureau to bring large and small conventions and meetings to Owensboro through impeccable service and amenities. Designated Public Relations spokesperson for The Malcolm Bryant Corporation and hotels.

Contracted over 11,000 room nights in group/convention business for 2014 for the Hampton Inn & Suites, and over 5,500 for 2015 thus far.

Planned and directed the Hampton Inn & Suites Grand Opening, partnering with the Owensboro Convention Center

Determined all room rates, rate strategy, and length of stay restrictions for Hampton Inn South and the Hampton Inn & Suites Downtown/Waterfront.

Hired front line positions for the Hampton Inn & Suites prior to opening

Captured over 90 new corporate/locally negotiated accounts since January 2014

Generated revenues in both group and corporate business in excess of $2M since opening January 2014

Apr 2007 General Manager

to Hampton Inn Owensboro South/The Springs Conference Centre

Mar 2013 Owensboro, KY

Motivated and directed a team of 25; this included training, development, and evaluation of entire staff. Interacted daily with guests, contractors, and meeting planners. Implemented and constructed a yearly budget with annual revenues in excess of $2M. Acted as Project Manager for $2M renovation in 2010, which included the following: ordering all FF&E materials, managing and overseeing all contractors and sub-contractors, budgeting and tracking all expenditures, cross referencing all Hampton standards against the designer’s plans, and adhering to all necessary timelines. Set up and maintained length of stay restrictions via inventory management. Inputted payroll bi-weekly. Responded to all unemployment notifications, workers compensation claims, and incident reports. Sustained working knowledge of all state and federal labor laws. Worked diligently with meeting planners and event coordinators to book meeting space at The Springs Conference Centre, which included aiding the set-up, A/V needs, and billing of said events.

Ranked in the Top 25% OF Hampton Brand in Quality Assurance and SALT (guest) surveys from 2011-2013

Top 20% OF Hampton Brand in HHonors Enrollment and Loyalty

Increased ADR by over 18% from 2008-2013

Increased Net Revenue annually by over $300,000

Ranked #1 on Trip Advisor from 2011-2013

Voted Platinum Hotel Winner in Messenger Inquirer 2010-2012

Saved $200,000 on 2010 renovation in FF&E expenses alone. Saved an additional $50K by managing the project in-house

Oct 2004 Office Manager

to State Farm Insurance

Dec 2006 Owensboro, KY

Implemented office regulations. Trained and assisted employees in licensing requirements and customer service. Provided service and determined needs of existing and potential customers. Identified and corrected errors on new policies. Responded to customer complaints.

Obtained Property and Casualty Insurance License in January 2005

Obtained Life and Health Insurance License in July 2006

EDUCATION

Sept 2014 Western KY University

to Owensboro, KY

Present Masters of Business Administration, Professional Program

Aug 1998 Brescia University

to Owensboro, KY

May 2003 Bachelor of Science Degree in Business

MEMBERSHIPS

Convention and Visitors Bureau Board Vice Chair

Convention and Visitors Bureau Guest Services and Bylaws Committee

Theatre Workshop Board member

Owensboro Hospitality Association Steering Committee

Owensboro Hospitality Association Bylaws Committee

Chamber Emerge Class Graduate 2013

Marketing Advisory Committee representative (group comprised of members from the CVB, EDC, Owensboro Convention Center and City)

REFERENCES

Dave Bowersox, The Malcolm Bryant Corporation

Jane Noble, The Travel Authority

Todd Inman, State Farm Insurance

Ruth Ann Dearness, Courtyard by Marriott

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