Customer Service hospitality Manager
Resume:
Samuel A Burch Jr
Worcester, MA *****
**********@*****.***
Excellent leadership skills which includes leading teams of 15 or more. Comprehensive understanding of compliance and OSHA safety regulations. Quick Study and self-motivated team member committed to consistently performing quality work. Experienced in hospitality managing software.
Excellent Computer Knowledge proficient in Word, Excel, PowerPoint etc Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Assistant General Manager (AGM)
Pioneer Valley Hotel Group, Inc.-Ludlow, MA
August 2022 to May 2024
Managed and monitored activities of all employees in the Front Office department making sure they adhered to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
Acted as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
Informed all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate. Fully responsible for scheduling of the department. Worked closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
Held monthly department meetings keeping staff informed of all activities in the hotel, and promoting a strong team atmosphere and culture.
Aware and able to enforce all emergency and safety procedures. Remained current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures. Performed other duties as assigned or needed.
General Manager
Extended Stay America/KARA Hospitality, LLC-Richmond, VA February 2022 to August 2022
Interviewed, hired and trained qualified staff members who are able to meet the highest levels of guest service requirements.
Provided vision for the staff by promoting the company and brand standards. Scheduled staff for appropriate levels of service that drives guest satisfaction yet maintain profitability. Coached and mentored staff to facilitate high associate satisfaction. Processed daily deposits and mad collection calls to customers with direct billing approvals. Identified incremental revenue during high demand times through effective yield management. Conducted daily/weekly inspections of the entire facility to ensure cleanliness, maintenance and safety issues were addressed timely and effectively.
Reviewed daily audit reports for accuracy and investigation of any irregularities. Provided feedback to staff during staff meetings about a) guest survey scores, b) associate survey scores, c) financial goals/budgets, and d) operational issues to facilitate associates understanding and buy-in toward areas in need of improvement.
Served as a role model for staff and co-workers and maintained a positive work environment where employees are encouraged to discuss matters of concern openly and honestly with any member of management.
Demonstrated flexibility in working hours and responsibilities by showing a willingness to serve in any department or capacity as needed due to changing schedule requirements. Adapted to and appropriately addressed changing priorities in a fast paced environment. Used effective interpersonal skills to build rapport with staff and guests and resolve problems quickly and appropriately.
Operations Manager
Eastern Hospitality LLC/Best Western Premier-Richmond, VA October 2021 to February 2022
Oversaw daily operations, including Front Desk, Reservations, Housekeeping, Laundry, Restaurants /Bar. Preformed financial and operational oversight of Rooms Division (165 Guest Rooms), Food & Beverage
(including the Victory Bar and Grill), Banquet & Setup (10,000 sq. feet of meeting space) while adhering to operating budget, providing a monthly P&L statement with explanations to any variances. Hired, trained, developed, empowered, coached and counseled, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate. Maintained elite quality by using set performance standards, guest feedback and performance evaluations.
Resolved customer complaints as appropriate to maintain a high level of customer satisfaction and quality, while raising the customer service scores from 59.1% to 65% Conducted daily property and room inspections to ensure that each guest experience was of the highest caliber.
Front Desk Supervisor
Shamin/Hyatt Place innsbrook-Richmond, VA
March 2021 to September 2021
Preformed assigned administrative duties such as daily reports, credit card reversals, account receivables, etc.
Served as Manger on-duty in the absence of General and Front desk Manager. Provide friendly and welcoming by greeting guest as they enter. Welcome loyal guest and make sure Elite guest are acknowledge.
Provide all guest including groups with friendly, accurate and efficient check-in/ check-out process while following company policies and procedures.
Verify and collect guest payments and identifications ensuring all procedures are followed to protect sensitive guest information. Process all financial transaction following procedures and protocol. Operate the hotel key control system while strictly following all safety and security precautions. Supervisor/Manager-System
Night & Weekend
January 2019 to March 2021
Expert/ Trainer
Assist General and Front Desk manager with hiring, creating of guest service agents schedules. Preform assign administrative duties such as daily reports, credit card reversals, account receivables, etc Trained guest service agents on synxis and all technical skills, as well as telephone and guest service skills Served as Manger on-duty in the absence of General and Front desk Manager. Provide friendly and welcoming by greeting guest as they enter. Welcome loyal guest and make sure Elite guest get there gift.
Provide all guest including groups with friendly, accurate and efficient check-in/ check-out process while following company policies and procedures.
Verify and collect guest payments and identifications ensuring all procedures are followed to protect sensitive guest information. Process all financial transaction following procedures and protocol. Operate the hotel key control system while strictly following all key safety and security procedures. Senior Staffing Coordinator
First Choice Nurses of Richmond
February 2018 to October 2018
Managed a staff of 3 staffing coordinators
Served as second in command when Operations Manager was out of the office Responsible for marketing open positions using various platforms (LinkedIn, Indeed, Monster, Craigslist, Paychex and Facebook)
Served as a liaison to resolve employee issues related to Paychex Handled contract negotiations for long term assignments and new clientele Conducted interviews for new candidates to include drug testing, verification of credentials and certifications, and reference checks
Generated, developed and communicated all billing invoices to Nursing home facilities throughout Richmond
Provided on the job training to staffing coordinators (filling positions, company policies, system functionality and implementing new practices)
Audited employee files to ensure that records are up to date and that all employees remain in compliance with state regulations
Served as a liaison to ensure that client needs are fulfilled and that employees are a good fit for facilities that we service.
Attended weekly meetings with our corporate office which included providing leadership with goal achievement and weekly stats
Visited nursing homes and built rapport on behalf of the business to ensure customer relations were personalized
Resolved conflicts related to billing based on timecards collected from employees Served on the transition team for our corporate offices to transition all contractors to employees Monitored overtime to assist facilities with budgetary restrictions Staffing Coordinator
First Choice Nurses of Richmond
November 2017 to February 2018
Scheduled nurses based on availability and facility needs Matched employees with the right fit based on client needs Recruited new employees and reengaging former employees Developed and implemented an improved method for invoicing Collected timecards and verifying shifts for payroll Received needs from clients and inputting information into the system for future scheduling Performance Supervisor (UA)
DAL Global Services
June 2016 to May 2017
Assisted employee discipline and scheduling to include administrative duties. Responsible for approving time off, verifying shifts worked and certifying time worked by employees. Supervised employees on assigned shifts to ensure the daily activities run safely and efficiently Monitored flight details to maintain efficiency which included: maintaining on-time departure, arrival and servicing of aircraft.
Provided oversight of ticketing and activities related to boarding and deplaning passengers at the ticket counter, gate, ramp, and cabin fleet service operations on assigned shifts and assist with duties as required.
Corporate Trainer (UA)
DAL Global Services
April 2016 to April 2017
**This position was a temporary assignment at various locations throughout the United States Traveled throughout the USA and provided on the job training to United Airlines airport agents; to include training on implementing new software and maintaining efficiencies Assessed training needs for employees based on customer feedback; used this information to help team members maintain and improve job skills
Gathered qualitative and qualitative data and used it to design, plan, organize and/or direct training programs for employees and customers.
Reviewed scheduling for airport staff to ensure that agent staffing was at appropriate levels to include ensuring that SOP's related to airport efficiency was being followed Provided training on EEO, Airport standards, UA Standard Operating Procedures, legal regulations
(FAA and TSA) and guidelines were understood, followed and implemented as needed. Ramp Agent (B6)
GAT Airline Ground Support-Richmond, VA
May 2013 to August 2016
Directed aircraft into the gate to according to FAA guidelines and ensured all safety protocols were followed.
Met efficient timelines to include unloading, uploading and sorting all luggage and freight. Performed janitorial duties to include cleaning lavatories, filling the plane's portable water supply and directing the aircraft during gate push-back.
Passenger Service Agent (UA)
DAL Global Services
March 2015 to July 2016
Examined passenger documentation to determine destinations and to assign boarding passes Traced lost, delayed, or misdirected baggage for customers Checked baggage and cargo and directed passengers to designated locations for loading Provided boarding or disembarking assistance to passengers needing special assistance. Conferred with customers to determine their service requirements and travel preferences Helped train airport customer service on new interface system (SHARES to AERO) Sergeant
Admiral Security Services
November 2012 to March 2015
Supervised property to ensure the location had proper guarding, patrolling, and monitoring for premises Answered alarms and authorized entry or exit of individuals. Enforced ordinances or regulations,
Maintained detailed daily records, recognize public safety hazards, and warned persons of rule infractions or violations.
Lead Shift Manager
Armani Exchange
March 2010 to August 2012
Balanced daily and nightly deposits
Monitored and input the stores sales/profit during hourly audits. Provided on the job training and shared promotions with team members to ensure goals were met Assured that all sales associates maintained their appointed zones well Ensured employees provided personal assistance to clients; to include motivating them to achieve their sales goal.
Resolved discrepancies, to include addressing concerns of sales associates and applying de-escalation methods to retain clients
Customer Experience Manager
Banana Republic
February 2008 to January 2010
Provided exceptional customer service to ensure guest enjoyed their shopping experience. Reviewed shopping zones to include staging mannequins, monitoring display tables, fixtures and restocking shelves.
Motivated team members to sales goals through hourly audits and providing incentives for employees who met promotion goals.
Education
BA degree in Criminal Justice
St. Augustine's College - Raleigh, NC
High School Diploma
Queens High School Teaching - Queens, NY
Associate's degree
Skills
• Outstanding customer interpersonal skills to include applying emotional intelligence to meet customer needs.
Excellent leadership skills which includes leading teams of 5 or more. Comprehensive understanding of compliance and OSHA safety regulations. Quick Study and self-motivated team member committed to consistently performing quality work. Experienced in hospitality managing software.
Proficient in Shares, Aero, Bart, SSD and all programs used in daily United Airlines (UA) operations
(to include providing employees training)
Expert level skills in using Microsoft Office (Excel, Word, and PowerPoint)
• Business management
• Paychex
• Conflict Management
• Hotel experience
• Research
• Statistics
• Human Resources
• Payroll
• Recruiting
• Administrative Experience
• Interviewing
• Sales
• Management
• Supervising Experience
• Marketing
• Accounting
• Operations management
• Google Suite
• Revenue management
• Data collection
• Analysis skills
• Hotel management
• Databases
• Contracts
• Cost control
• Lean
• Banquet Experience
• Profit & Loss
• Accounts Receivable
• Team Management
• Office Management
• Budgeting
• Logistics
• Windows
• Guest relations
• Farming
• Communication skills
• Social media management
• Employment & labor law
• OPERA
• Financial management
• Accounting software
• Fair Housing regulations
• Property management
• Financial analysis
• Computer skills
• Software troubleshooting
• QuickBooks
• Succession planning
• Manufacturing
• Restaurant experience
• Pivot tables
• Forecasting
• Presentation skills
• Account reconciliation
• Yardi
• Supervising experience
• Hotel experience
• Windows
• Operations management
• Microsoft Excel
• Microsoft Outlook
• Sales
• Budgeting
• Team management
• Financial acumen
• Financial management
• Leadership
• Senior leadership
• Forecasting
• Customer relationship management
• Project management
• Events management
• Conflict management
• Salesforce
• Records management
• Google Suite
• Databases
• Marketing
• Research
• SharePoint
• Compliance management
• Sage
• Continuous improvement
• Software troubleshooting
• Interviewing
• Succession planning
• Accounting
• Quality assurance
• Fraud prevention and detection
• Data collection
• Assisted living
• Regulatory reporting
• Recruiting
• Warehouse management system
• Training & development
• Social media management
• Property management
• Risk management
• Accounts receivable
• Balance sheet reconciliation
• Yardi
• Adobe Acrobat
• Employment & labor law
• Assembly
• QuickBooks
• Restaurant experience
• Manufacturing
• Office management
• Payroll
• Statistics
• ATS
• Teaching
• Fair Housing regulations
• Guest relations
• Forklift
• Horticulture
• Management
• Lifeguard
• Schedule management
• HR sourcing
• Human resources
• Cash management
• Financial analysis
• Retail sales
• Analysis skills
• Accounting software
• Cash handling
• Front desk
• Customer service
• Serving
• Direct sales
• Profit & loss
• Guest services
• Google Docs
• Relationship management
• Presentation skills
• Typing
• Procurement
• Load & unload
• Supply chain
• Purchasing
• Merchandising
• Account reconciliation
• Financial services
• POS
• Hotel management
• Hospitality
• Hospitality management
Certifications and Licenses
OSHA General Industry Safety and Health
Food Handler Certification
Driver's License
October 2012 to October 2027
CPR Certification
Certified Pool Operator
February 2023 to Present
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