Julia A. Cole

***** ******** ******, **** **

Philadelphia PA 19116

215-***-**** ad38wk@r.postjobfree.com

Career Synopsis

Extensive management and supervisory experience in the hospitality and medical fields. A strategic business partner; skilled in designing and implementing cost effective human capital strategies which are aligned with business objectives to achieve organizational effectiveness. Chef and the owner of a catering business. Ten years of experience in food and beverage.

Areas of expertise include:

Employee Relations

Operations Management

Strategic Planning

Policy/Procedure Compliance

Coaching and Mentoring

Business Acumen

Communication Proficiency

Training and Development

Financial/Budget Planning

Project Management

Problem Solving/Analysis

Technical Capacity

Key Accomplishments:

Ranked Top Quadrant in Trip Advisor Reviews for overall customer service last 18 years with overall rating 4.5 out of 5.0

Achieved top 10% market matrix surveys with an overall satisfaction of 90 and above

Ranked Top Quadrant in company for internal audit compliance with an overall score of Satisfactory for last three years

Ranked #1 out of 500 properties with LRA inspection with an overall score of 95.5%

Increased the score of QA inspection from 77.1% in 2018 to 84.7 in 2019

Oversee annual operations of 14+ million dollars

Worked extensively with Ownership on capital improvements at hotels

Travel extensively throughout the United States bringing underperforming hotels to Fiscal and Quality Standards.

Oversee renovations of key Assets in New Jersey, Connecticut, New York and Pennsylvania

Bensalem/North East/Fairless Hills Podiatry

COO June 2019-present

Responsible for all operational and financial aspects of the Medical offices. Billing and proper coding. Direct communication with all medical insurances. Scheduling surgeries, diabetic exams and x-rays. Staff scheduling and training. Monitoring proper handling of all medical records and following HIPAA regulations.

Hyatt Place (King of Prussia/Philadelphia)

Assistant General Manager /Acting GM November 2019 -July 2022

Providing guidance and leadership to the rooms division and F&B departments, ensuring consistent compliance with hotel policies and quality guest service while maximizing departmental profits. Indirectly offering supervision for front desk and food and beverage as well as making policies and developing plans for carrying out work programs. Acts as general manager in the General Manager’s absence, as requested.

Implementing and managing hotel’s daily quality process including goal communication, associate improvement, and compliance with PM Hotel Group standards of product and performance, service recovery and problem resolution. Disseminating feedback from comment cards, guest satisfaction and service failure measurements and coaching accordingly.

Interviewing, hiring, training, recommending performance evaluations, resolving problems, providing open communication and recommending discipline and/or termination when appropriate. Using the PM Hotel Group efforts for all recruiting and on-boarding activities.

Communicating both verbally and in writing to provide clear direction to staff.

Assigning and instructing rooms division department managers in details of work. Observing performance and encouraging improvement. Monitoring hotel occupancy and making staffing adjustments accordingly. Supervising and reviewing cost and inventory controls.

Reviewing guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Preparing written correspondence to guests. Listening and extending assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remaining calm and alert especially during emergency situations and heavy hotel activity. Planning and implementing detailed steps or problem resolution by using experienced judgment and discretion.

Working closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensuring profitability and consistency. Solving problems of detail that come up in the course of the work.

Planning, organizing, attending and/or participating in various hotel meetings such as: staff meetings, rooms division meetings, executive committee meetings, quality team meetings, etc. Complying with attendance rules and expecting the same from team members

Courtyard Marriott (Philadelphia) October 2018- May 2019

Assistant to General Manager/CEO property sold

Responsible for supervising /managing/overseeing 333 room hotel, (Front Desk, Guest Services, Housekeeping, Bell, Security and Concierge) Food & Beverage (Restaurant, To Go, Banquets, Kitchen), Human Resources, Engineering, Sales and Accounting Departments.

Maintained guest service as the driving philosophy of the operation

Personally, demonstrated a commitment to guest service in responding promptly to guest’s needs

Ensured hotel standards and services

Managed F&B cost

Managed safety and security

Ensured financial success of the property by aggressively pursuing revenue goals, managing expenses, controlling labor costs and assuming overall responsibility for revenue management. Ensured that hotel revenues are maximized, rated objectives and goals are achieved and efficient cash flow through is controlled.

Responsible for effective and efficient operation of the hotel, exceeding company and brand standards for guest satisfaction, as well as maintain superior Guest scores. Ensure that a maximum level of guest service and satisfaction is achieved and maintained, and internal and external customer service needs are met through avenues such as training, survey analysis, feedback, and positive re-enforcement programs.

Actively participated in the overall sales and marketing of the hotel, by bringing Russian events and groups, advertising and promoting the property on social media, radio, newspapers.

Ensured that hotel operations are in compliance with federal, state and local laws and regulations.

Ensured that hotel operations are in compliance with preferred standards.

Provided a leadership role in the selection, trained, development and retention of hotel management teams.

Ensured that on-going communication occurs within the property. Maintained close relationships with customers, property staff and the corporate office. Worked with and inspired the department heads to achieve highest levels of guest satisfaction, employee morale, operational and cost efficiencies and open communications with corporate management and ownership.

Maintained complete knowledge of and complied with all hotel policies/service procedures/standards.

Maintained positive guest relations at all times.

Maintained complete knowledge at all times of:

All hotel features/services, hours of operation.

Daily house count and expected arrivals/departures.

Scheduled in-house group activities, locations and times.

Reviewed the daily business levels, anticipated critical situations and planed effective solutions to best expedite these situations.

Constantly monitored Sales staff performance in all phases of service and job functions.

Monitored each department daily by walking the property; looking for safety hazards and checking staff adherence to hotel policies and procedures.

Radisson Hotel GROUP (Radisson Hotel, Trevose, PA) March 2018-October 2018

General Manager transferred

Ensured financial success of the 284-room property by aggressively pursuing revenue goals, managing expenses, controlling labor costs and assuming overall responsibility for revenue management. Ensure that hotel revenues are maximized, rate objectives and goals are achieved and efficient cash flow through is controlled.

Responsible for effective and efficient operation of the hotel, exceeding company and brand standards for guest satisfaction, as well as maintain superior Guest scores. Ensure that a maximum level of guest service and satisfaction is achieved and maintained, and internal and external customer service needs are met through avenues such as training, survey analysis, feedback, and positive re-enforcement programs.

Actively participated in the overall sales and marketing of the hotel, by bringing Russian events and groups, advertising and promoting the property on social media, radio, newspapers.

Ensured that hotel operations are in compliance with federal, state and local laws and regulations.

Ensured that hotel operations are in compliance with preferred standards.

Provided a leadership role in the selection, training, development and retention of hotel management teams.

Ensured that on-going communication occurs within the property. Maintaining close relationships with customers, property staff and the corporate office. Worked with and inspired the department heads to achieve highest levels of guest satisfaction, employee morale, operational and cost efficiencies and open communications with corporate management and ownership.

Maintained complete knowledge of and complied with all hotel policies/service procedures/standards.

Anticipated guests’ needs and responded promptly

Maintained positive guest relations at all times.

Resolved guest complaints, ensured guest satisfaction.

Maintained complete knowledge at all times of:

All hotel features/services, hours of operation.

Daily house count and expected arrivals/departures.

Scheduled in-house group activities, locations and times.

Reviewed the daily business levels, anticipated critical situations and planed effective solutions to best expedite these situations.

Constantly monitored Sales staff performance in all phases of service and job functions.

Monitored each department daily by walking the property; looking for safety hazards and checking staff adherence to hotel policies and procedures.

Westmount Hospitality

Red Roof Inn, Red Roof Plus Philadelphia, PA September 1999 – 2001, 2002– 2018

General Manager, District Coach, Company Interviewer

Profit & Loss Analysis/ Budgeting:

Reviewed profit and loss statements and evaluate any areas of opportunity.

Reviewed analyses of activities, costs, operations and forecast data to determine business progress toward stated goals and objectives

Oversaw annual operations of approximately $5+ million properties

Prepared financial reports on hotel market with Vice President of Operations.

Revenue/Strategic Management:

Set Sales and Revenue targets and developed appropriate budgets for various departments in the hotel

Strategized rates according to competitive market.

Propelled market share by pushing the market penetration to exceed 110% as reported by Smith Travel.

Developed and implemented policies and procedures to ensure that under-performing hotel are able to gain profitability.

Made rate adjustment to ensure that Rev Par Index is 100 or higher

Created ROI Analysis to Senior Management and implemented cost control measures to reduce Controllable Expenditures and Capital Expenditures.

Created a Preventative Maintenance Program with Regional Engineer which resulted in a decrease in Capital Expenditures.

Implemented tracking mechanism in the Laundry and Housekeeping Department to ensure both Quality and Labor were in line with Cost Per Rented Room.

Worked extensively throughout the United States in various high performing markets such as New York, New Jersey, Connecticut, Pennsylvania.

Human Resources/ Guest Relations:

Greater and designer, project manager, implementer and trainer of a quality inspection program company wide - GuestRedi

Ensured increasing levels of customer and employee satisfaction while improving the efficiency

Managed a total of 100 employees in all departments (laundry, maintenance, front desk, housekeeping, and security)

Provided leadership for employee relations through effective communications, coaching, training and development

Ensured compliance with company standards for cost control, waste reduction, quality, and safety.

Created interview guidelines to ensure that hotel was attracting the best possible candidate.

Managed employee compliance with hotel policies and procedures, and federal and state laws such as: OSHA, labor laws, safety and security, and risk management.

Interviewed, hired and terminated employees for front desk, housekeeping, maintenance and security.

Handled employee evaluations and recommendations of raises.

Transmitted and calculated payroll on a weekly basis.

Served as hotel representative for unemployment hearings.

Provided 100% guest satisfaction by handling all guest complaints and compliments and resolving guest issues and communicating results back to guest.

As a company interviewer, conducted interviews with Assistant General Managers and General Manager candidates using strategic interview questions to determine qualifications for the job.

Extended Stay America, Inc

East Coast Region October 2001-July 2002

Regional Revenue Manager

Analyzed all aspects of pricing and quality for 57 properties in Northeast and North Atlantic regions to ensure maximum revenue is achieved. Established ongoing training with 15 District Managers. Completed property analysis and submitted status reports to CEO, CFO, VP of

Operations and Revenue.

Famous Footwear, Inc November 1998-September 1999

Training District Manager

Responsibilities: Training manager for area stores. Management of $10+ million stores in large shopping centers in United States.

J. Baker, Inc /Payless Shoe Source, Inc April 1993-Novemebr 1998

Store General Manager /Training District Manager

Responsibilities: Hiring, recruiting and training employees. Merchandising and controlling inventory. Shared responsibility for the opening of twenty-five stores. Control of loss prevention. Promoted/relocated five times to higher volume stores. Created and implemented customer service programs. Decreased theft. Received sales leader of the year awards.

EDUCATION: Arcadia University, Glenside, PA

Bachelor of Science in Business Administration

Hotel Operating Systems Used: RediStay, Fidelio, Opera, Fosse, Delphi, Micro

Professional References Available Upon Request

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