Michelle J. Oliver

760-***-**** ***** Falling Leaf Court

adbgcd@r.postjobfree.com Indio, California 92201

Hospitality Management Professional

Engaging and adaptable Hospitality Manager has more than 8 years of collective experience in delivering excellent customer service and strategic leadership to diverse teams throughout projects. Excellence in the hospitality field is demonstrated by the candidate’s natural ability to resolve customer conflicts and ensure the optimal outcome under challenging circumstances.

Energetic and motivated leader possesses strong abilities in guest relationship management, task prioritization, process improvement, business technology, time management, and interpersonal relations. Personable individual easily develops robust workforce relationships and displays exemplary performance in implementing innovative strategies to exceed operational goals. Candidate is eager to transition back into the workforce after taking time off to care for a loved one.

*Operations Management, Team Leadership & Customer Satisfaction

*Robust Interpersonal Communication Skills

*Prioritization & Multitasking expert.

*Process Improvement & Implementation

*Extensive Computer Proficiency

*Conflict Resolution & Negotiation

*Strategic Planning & Problem Solving

Professional Experience

Hotel Paseo Dec 2017 – Aug 2018

Housekeeping Supervisor

Palm Desert, CA

*Trained and supervised more than 20 room attendants and a team of 2 housemen on daily operations; gathered and resolved customer complaints to provide excellent customer service, establish strong relationships with guests, and improve overall customer retention.

*Managed efforts to promote brand awareness and assisted with specialized projects; maintained strict adherence to hotel guidelines by facilitating inspections, assigning tasks, and conducting room setups.

*Spearheaded 150 grand room openings by overseeing the cleaning, inventory control, inspections, and room preparation within four months; achieved 95% guest satisfaction score (GSS) surpassing the Front Desk, Engineering, and Maintenance departments’ scores.

*Leveraged strong attention to detail during inspections of guest rooms to meet Marriott’s cleanliness standards for daily arrivals, VIP guests, and group bookings; enhanced the efficiency of the room assignment process from 50% to 90% within one week through daily reports and Opera PMS utilization.

Miramonte Resort & Spa Dec 2015 - Sep 2017

Overnight Guest Services

Indian Wells, CA

*Operated as the direct point of contact for guests and was accountable for offering hotel administrative support and services; oversaw checklist completion, laundry, and guest room services.

*Received recognition, obtained the Star of the Month Award, and acquired multiple written guest compliments due to exemplary performance in consistently delivering excellent service.

*Maintained all aspects of hospitality and team management to achieve organizational objectives by preserving the appearance of common areas, conducting property inspections, and aiding guests.

*Utilized Hilton OnQ system to implement front desk operations; provided hospitality services for multiple guests by receiving all concerns, promptly addressing their requests, and building positive rapport.

*Monitored current resort facilities such as directions, hotel services, hotel events, and local attractions.

Ivy Palm Resort & Spa Mar 2012 – Oct 2015

Swing Manager, Front Desk Agent

Palm Springs, CA

*Served as swing manager in charge of coordinating personnel scheduling, guest reservations, and large-scale bookings to enhance operations; facilitated training for new team members on operations.

*Managed and organized strong online presence and promoted positive brand recognition through TripAdvisor improving resort visibility; singlehandedly optimized efficiency by 20% by conducting room turnover duties, handling maintenance requests, and executing status report tracking.

*Conducted processing of 150 guest arrivals and departures daily during the busy season and worked closely with Maintenance and Housekeeping departments to promptly address guest requests.

*Planned, conceptualized, and fulfilled guest requests, including floral arrangements and decorations for birthdays, anniversaries, and graduations.

*Directed all aspects of guest relations to strengthen positive experiences for guests and improve customer retention; fulfilled various tasks such as providing consultative advice on property amenities, administrating all personal payment information of guests, and utilizing the Opera System in generating, organizing, and maintaining all confidential files.

Palm Canyon Inn Jan 2011 – Feb 2012

Property & Front Desk Manager

Palm Springs, CA

*Oversaw guest relations involving administering front desk activities, maintaining cleanliness, and providing positive interactions with guests; directed efforts in increasing guest satisfaction through outstanding customer services such as addressing client needs and resolving requests and concerns.

*Designed, developed, and introduced a successful monthly employee recognition program to award and recognize top performers for providing outstanding guest service.

*Supervised guest arrivals through registration and payment processing; directed phone calls and ensured related services were active or restricted.

*Enhanced occupancy rate by 40% by utilizing up-selling skills, acquiring new business, and maximizing room occupancy; performed multiple service management duties such as voucher handling, payment and registration processing, quality assurance, payouts, and business shift closing.

Volunteer Work

Feral Cat Program

Trap-Neuter-Return (TNR)

Certifications, Education & Technical Skills

Brooks College

Associate of Arts in Interior Design

Alison Online School

Hospitality Management & Hotel Operations Course

Riverside County Health Department

Food Handler’s Card

Occupational Safety & Health Administration (OSHA)

10-Hour Housekeeping Safety Hazard & Chemical Course

Oracle Hospitality

Opera PMS Training Program & Certification

American Red Cross

CPR Certification

Microsoft Office Suite, RoomMaster Property Management, Hilton OnQ System, TripAdvisor, Guest Centric, Booking.com

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