General Manager Customer Service
Resume:
CAREER OBJECTIVE
Energetic professional with excellent communication and leadership
skills. Experienced in developing and executing strategies to improve guest services, increase occupancy rates and reduce expenses. Skilled in developing customer relationships and ensuring customer satisfaction. Dedicated to providing the highest level of hospitality service.
SKILLS
• Operational Improvements • Quality Assurance
• Operational Efficiency • Hospitality Management
CONTACT
**********@*****.***
Charlotte, NC 28278
EXPERIENCE
Hotel General Manager
NOV 2022 - SEP 2023 Hyatt Place University Research Park, Charlotte, NC General Manager
MAR 2022 - NOV 2022 Springhill Suites by Marriott Southwest, Charlotte, NC
• Conducted regular inspections of all areas within the hotel premises.
• Negotiated rates with corporate entities related to extended stay contracts.
• Trained staff members.
Developed and implemented a comprehensive training program for all hotel staff, resulting in improved customer service ratings.
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• Maintained high standards of cleanliness throughout all areas of the property. Observed and monitored staff performance to promote efficient operations and adhere to facility's policies and procedures.
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• Prepared staff work schedules and assigned specific duties.
• Built and maintained relationships with vendors and suppliers.
• Recruited team members to maintain adequate staffing levels.
• Provided coaching and mentoring support for employees at all levels of the organization.
• Used customer feedback for improving operations and building brand loyalty.
• Set and implemented strategic goals and initiatives to align company with mission, values, and vision. KAREN OWENS
G E N E R A L M A N A G E R
General Manager
JUL 2021 - MAR 2022 Courtyard by Marriott Airport North, Charlotte, NC General Manager
DEC 2020 - JUL 2021 WaterWalk Hotel Apartments, Charlotte, NC General Manager
NOV 2017 - DEC 2020 Hyatt Place Convention Center, New Orleans, LA General Manager
APR 2016 - NOV 2017 Courtyard by Marriott, Houma, LA
• Developed strategies to improve operational efficiency, reduce costs and maximize profitability.
• Managed customer service teams to ensure quality customer satisfaction and increase customer loyalty.
• Reviewed financial statements, sales reports, and other performance data to measure productivity.
• Created policies, procedures and guidelines for staff members' daily operations.
• Executed sales and operational activities, producing results that met or exceeded business plan.
• Met safety and security standards by overseeing preventative maintenance and repairs.
• Established employee development plan, setting clear expectations for team members.
• Recruited team members to maintain adequate staffing levels.
• Monitored store performance and identified opportunities for improvement.
• Coordinated staff training sessions to ensure compliance with company policies and procedures.
• Developed strategies to improve operational efficiency, reduce costs and maximize profitability.
• Assessed team member performance through formal reviews leading to promotions or terminations as necessary.
• Reviewed financial statements, sales reports, and other performance data to measure productivity.
• Met safety and security standards by overseeing preventative maintenance and repairs.
• Identified areas of improvement within existing systems and developed action plans for implementation.
• Planned, coordinated and oversaw company events and promotions.
• Managed profit goals against budget and prior year, keeping controllable costs within budget.
• Developed strategies to improve operational efficiency, reduce costs and maximize profitability.
• Reviewed financial statements, sales reports, and other performance data to measure productivity.
• Provided clear direction and set priorities for accomplishing desired actions and results.
• Demonstrated and supported continuous improvement and growth mindset.
• Maintained positive relationships with key stakeholders including customers, suppliers and partners.
• Oversaw budgeting activities, monitored expenses and analyzed variances from plan.
• Created an environment of open communication between departments that improved collaboration among teams.
• Built and maintained relationships with vendors and suppliers.
• Coordinated staff training sessions to ensure compliance with company policies and procedures.
• Managed profit goals against budget and prior year, keeping controllable costs within budget.
• Developed strategies to improve operational efficiency, reduce costs and maximize profitability.
• Demonstrated and supported continuous improvement and growth mindset. Designed innovative approaches to optimize workflow, streamline procedures, and enhance customer service satisfaction levels.
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General Manager
JAN 2013 - APR 2016 Courtyard by Marriott, Alexandria, Louisiana Front Desk Associate
MAY 2012 - JAN 2013 Midstate Orthopedic & Sports Medicine Inc, Alexandria, LA General Manager
JUL 2011 - MAY 2012 Laquinta Inn & Suites, Alexandria, LA General Manager
SEP 2010 - JUL 2011 TownePlace Suites by Marriott, Houston, TX
• Planned, coordinated and oversaw company events and promotions.
• Organized regular meetings with department heads to review progress on projects and initiatives.
• Prepared financial reports, clearly explaining operational effectiveness, trends and variances.
• Implemented and maintained open-door communication system, reaching employees across department lines.
• Implemented effective process improvement initiatives to enhance productivity and performance levels.
• Established performance metrics and tracked progress against organizational goals.
• Conducted market research to identify trends, opportunities and threats in the industry.
• Prepared financial reports, clearly explaining operational effectiveness, trends and variances.
• Organized regular meetings with department heads to review progress on projects and initiatives.
• Planned, coordinated and oversaw company events and promotions.
• Developed and implemented effective strategies to reduce costs while maintaining quality standards.
• Handled incoming calls promptly and professionally, providing information or transferring calls as necessary.
• Handled cash, credit and debit card transactions accurately.
• Greeted customers in a friendly and professional manner, while providing excellent customer service.
• Demonstrated strong organizational and multitasking skills to manage multiple tasks simultaneously.
• Computed bills, collect payments, and make change for guests.
• Maintained cleanliness of the front desk area and lobby for a welcoming atmosphere.
• Resolved guest issues with creative solutions, escalating major concerns to management.
• Monitored store performance and identified opportunities for improvement.
• Managed profit goals against budget and prior year, keeping controllable costs within budget.
• Developed strategies to improve operational efficiency, reduce costs and maximize profitability.
• Created policies, procedures and guidelines for staff members' daily operations.
• Provided clear direction and set priorities for accomplishing desired actions and results.
• Established employee development plan, setting clear expectations for team members.
• Identified areas of improvement within existing systems and developed action plans for implementation.
• Oversaw budgeting activities, monitored expenses and analyzed variances from plan.
• Used customer feedback for improving operations and building brand loyalty.
• Monitored store performance and identified opportunities for improvement.
• Coordinated staff training sessions to ensure compliance with company policies and procedures.
• Assessed team member performance through formal reviews leading to promotions or terminations as necessary. General Manager
JUL 2007 - SEP 2010 Residence Inn by Marriott, Killeen, TX General Manager
JUL 2005 - JUL 2007 Fairfield Inn & Suites by Marriott, Lake Oswegi, OR Assistant General Manager
SEP 2001 - JUL 2005 Residence Inn by Marriott Portland South, Lake Oswego, OR Night Auditor
NOV 2000 - NOV 2001 Residence Inn by Marriott Portland South, Lake Oswego, OR
• Managed customer service teams to ensure quality customer satisfaction and increase customer loyalty.
• Created policies, procedures and guidelines for staff members' daily operations.
• Provided clear direction and set priorities for accomplishing desired actions and results.
• Recruited team members for maintaining adequate staffing levels according to projected sales.
• Executed sales and operational activities, producing results that met or exceeded business plan.
• Provided clear direction and set priorities for accomplishing desired actions and results.
• Met safety and security standards by overseeing preventative maintenance and repairs. Planned and managed adequate inventory levels using computerized inventory system for meeting sales demands and minimizing loss.
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• Recruited team members for maintaining adequate staffing levels according to projected sales.
• Ensured compliance with all applicable laws, regulations, and policies across the organization.
• Demonstrated and supported continuous improvement and growth mindset.
• Maintained positive relationships with key stakeholders including customers, suppliers and partners.
• Directed recruitment efforts, hiring qualified personnel while maintaining diversity objectives.
• Planned, coordinated and oversaw company events and promotions.
• Managed customer service teams to ensure quality customer satisfaction and increase customer loyalty.
• Provided clear direction and set priorities for accomplishing desired actions and results.
• Met safety and security standards by overseeing preventative maintenance and repairs.
• Demonstrated and supported continuous improvement and growth mindset.
• Prepared staff work schedules and assigned specific duties.
• Resolved customer complaints in a timely manner with an emphasis on maintaining positive relationships.
• Acknowledged outstanding staff performance to boost company morale and productivity.
• Recruited and hired associates to meet business needs and requirements.
• Assigned tasks to associates to fit skill level and maximize team performance.
• Mentored staff on problem resolution techniques and provided guidance regarding company policy.
• Monitored daily operations of various departments; developed action plans when necessary.
• Prepared and presented reports to inform upper management.
• Coordinated training programs for new hires; created detailed job descriptions based on roles and responsibilities.
• Ensured all paperwork was completed correctly before closing out shift.
• Provided exceptional hospitality services to ensure a pleasant stay for all guests.
• Performed daily audits of hotel activities such as room occupancy, revenue postings, housekeeping status reports. Front Desk Agent
MAR 1999 - NOV 2000 Residence Inn by Marriott Portland South, Lake Oswego, OR Sales Coordinator
OCT 1999 - NOV 1999 Residence Inn by Marriott Portland South, Lake Oswego, OR
• Audited daily guest ledger of hotel to verify and balance entries. Utilized front desk software systems to check guests in and out, assign rooms, process payments, and respond to special requests or concerns quickly.
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• Cleaned and maintained lobby and common areas, such as restocking supplies and watering plants.
• Posted charges for rooms, food, liquor, or telephone calls, to ledgers, manually, or by using computers.
• Resolved customer disputes promptly while maintaining a professional attitude at all times.
• Handled incoming calls promptly and professionally, providing information or transferring calls as necessary.
• Greeted customers in a friendly and professional manner, while providing excellent customer service.
• Handled cash, credit and debit card transactions accurately.
• Greeted customers upon arrival and provided assistance with check-in.
• Computed bills, collect payments, and make change for guests.
• Responded effectively to guest inquiries regarding hotel services, amenities, directions, local attractions.
• Prepared detailed reports for management regarding sales activities, progress and forecasts.
• Demonstrated excellent customer service skills when dealing with client inquiries.
• Adapted to and remained flexible in changing, fast-paced work environment. Attended scheduled training sessions, department meetings, and company events to build expertise and promote company image.
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• Processed all paper flow in and out of sales offices. AWARDS
• Opening hotel of the year award
• Taekwondo First degree black belt
• Bill Tinsley Award
Contact this candidate