Customer Service General Manager

KENDAL

GROVE -SMITH

Frederick, MD

240-***-****

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

Objective

Dedicated hospitality professional with extensive

experience in customer service and team

management. Seeking to transition into a new

career path where I can leverage my strong

communication skills, problem solving abilities,

and ability to work in fast-paced environments.

Eager to bring my transferable skills and passion

for learning new things to a new industry.

education

Governor Thomas Johnson High School

High School Diploma

experience:

General Manager, Days Inn by Wyndham

February 2020 – August 2023

• Oversaw daily hotel operations, hired, trained

and supervised a team of approximately 25

employees

• Developed and implemented strategies to drive

revenue growth and increase occupancy rates

• Conducted regular inspections and ensured

compliance with health/safety regulations, as

well as hotel policies

• Handled guest inquiries, complaints and

resolved any issue that arose

• Managed all A/R and A/P accounts, remarkably

increased on-time payments

Assistant General Manager, Days Inn by Wyndham

May 2015 – February 2020

• Assisted the GM in overseeing daily hotel

operations, along with hiring and training

including Front Desk, Housekeeping and

Maintenance departments

• Implemented process improvements in

collaboration with department leaders resulting

in elevated guest satisfaction and operational

efficiency

Front Desk Agent

June 2011 – May 2015

• Delivered outstanding customer service by

promptly greeting, checking in guests, and

ensuring all interactions established a positive

impression

• Created/Edited/Canceled reservations bookings

by phone or email

• Coordinated room reservations, room allocations

and handled special guest requests with precision

• Maintained the reception area, answered phones,

and kept office equipment in order

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