Charlotte J. Graham

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

Lawrenceville, GA 30043

aczbhn@r.postjobfree.com

Phone: 770-***-****

To continue my career with an organization that will utilize my management, supervision & HR administrative skills to benefit mutual growth and success.

Summary of Qualifications

Progressive ten years of professional experience in hotel management and service

Comprehensive knowledge of guest service, accounting and marketing

Flexible and has the ability to guide staff in a positive direction

Possess excellent business and people management skills

In-depth knowledge of budgeting, financial planning and management

Good in communicating effectively, both in oral and written

Detail oriented with excellent supervisory and monitoring skills

Providing advice and guidance on a number of HR issues.

Attending recruitment interviews

Ensuring that appropriate HR policies and procedures are in place (local-state-federal)

Providing administrative support on core HR processes.

Responsible for performing a wide variety of clerical, technical, administrative, and office duties in support of the Human Resources Department

Work Experience

Wyndham Worldwide-General Manager Decatur, Ga 2016-present

General Manager

Ensures that all brand standards are being maintained in each area of the property.

Ensures all team members meet or exceed all brand requirements.

Assist in overseeing the operation of the all property departments.

Maintains current licenses and permits as prescribed by local, state and federal agencies.

Provides a safe working environment in compliance with OSHA.

Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and assist in determining areas of improvement.

Complies with all Franchisee accounting procedures.

Supporting the Management and Development of Departmental Teams.

Extends professionalism and courtesy to guests and employees at all times.

Sets clear performance expectations with the Franchise Owners.

Provides excellent customer service by being readily available/approachable for all guests.

Takes proactive approaches when dealing with guest concerns.

Assists employees in understanding guests ever-changing needs and expectations, and how to exceed them.

Performs other duties as assigned and needed.

Studio6 Extended Stay Hotel, Tucker, GA 2006 to 2016

General Manager

Operational Management- Manage 169 room hotel

Responsible for organizing stock and equipment, ordering supplies, and overseeing building maintenance, cleanliness and safety &security. Establish and maintains applicable preventive maintenance programs to protect the physical assets of the hotel

Financial Management- planning and working to budgets, maximizing profits and executing marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan.

Responsible for all HR/administrative work, payrolls, accounts payable/ accounts receivable, daily deposits, p&l monthly statement, general ledgers reconciling. Prepare financial reports for the corporate office that clearly explain operational effectiveness, trends and variances. Monitors the performance of the hotel through verification and analysis of guest satisfaction online systems and financial reports.

People Management- Responsible for and managed a staff of 25, established and maintained a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labor regulations, recruiting new staff, Carrying out background and reference checks on prospective employees training and developing of existing staff, motivating and encouraging staff to achieve targets, coordinating staff work schedule and ensuring a standard of hygiene is maintained and that the hotel is complying with relevant health and safety regulations; Setting up, monitoring and then tracking employee probationary periods Keeping track of any employee anniversaries and awards they are due. Maintenance of the HR records and systems. Ensuring high standards of customer service are observed at all times; implementing company policies, procedures, ethics; handling customer complaints and queries;

Wendy’s International, Atlanta, GA 2003 to 2006

General Manager

Responsible for and manage all areas of the restaurant and make final decisions on matters of importance. Financial- Adhere to company standards and service levels to increase sales and minimize costs, including food, beverage, supply, utility and labor costs. Responsible for ensuring that all financial (invoices, reporting) and personnel/payroll related HR administrative duties were completed accurately, on time and in accordance with company policies and procedures.

Food safety and planning-Enforce sanitary practices for food handling, general cleanliness, and maintaining kitchen and dining areas. Ensure compliance with operational standards,

company policies, federal/state/local laws, and ordinances. Responsible for ensuring consistent high quality of food preparation and service. Maintain professional restaurant image, including restaurant cleanliness, proper

uniforms, and appearance standards. Estimate food and beverage costs. Work with Corporate office staff for efficient provisioning and purchasing of supplies. Supervise portion control and quantities of preparation to minimize waste. Estimate food needs, place orders with distributors, and schedule the delivery of fresh food and supplies. Uphold all ServSafe guidelines.

Guest service- Ensure positive guest service in all areas. Respond to complaints, taking any and all

appropriate actions to turn dissatisfied guests into return guests.

Operational responsibilities - Ensure a safe working and guest environment to reduce the risk of injury and accidents. Completes accident reports promptly in the event that a guest or employee is injured. Manage shifts, which include: daily decision-making, scheduling, and planning while upholding standards, product quality and cleanliness. Investigate and resolve complaints concerning food quality and service.

Personnel- Provide direction to staff of 30 + regarding operational and procedural issues.

Interview hourly employees. Direct hiring, development and training of new employees.

Develop employees by providing ongoing feedback, establishing performance

expectations and by conducting performance annual reviews.

Maintain an accurate and up-to-date plan of restaurant staffing needs. Prepare

schedules and ensure that the restaurant was staffed for all shifts.

Education

West End High School, Birmingham, Al 1983-1987

University of North Fla 1988-1992

Accor Academy On-line 2006-2016

Certificates

Management, Leadership, Small Business/ Business Strategy,Employee Conflicts, http://humanresources.about.com/od/workrelationships/ Conflict Resolution, Employee Management, FOOD MANAGEMENT,RISK MANAGEMENT

Computer Skills & Software

MS Office 2007-2010, Windows Vista Ultimate, Windows 7& 10 Corporate Edition, Windows 8, Windows Small Business, Day Force, Folos, Sales Voodoo, PeopleSoft, QuickBooks, InnSure, Peachtree Pro, Mac OX

Volunteer

Ronald McDonald House, Hands On Atlanta, Simply Redeemed Thru Christ Ministries-Home and Foreign Outreach Ministry, Toys- For- Tots, Habitat for Humanity, Mountain View High School PTA, Presidential Campaign Volunteer 2008-2016

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