Senior Customer Service Professional
Resume:
SHIRLEY FRANCIS
(***) *** - **** adhp6p@r.postjobfree.com
OBJECTIVE:
To secure a position with a stable and profitable organization in the DFW area. WORK EXPERIENCE:
The Mondrian South Beach
Assistant General Manager, FL Aug 2018 – Present
● ESE committee member; upholding the values and objectives of the organization.
● Oversee the development and implementation of the contingency plans and departmental goals, projects and
company initiatives.
● Analyze financial data and work to maximize revenue and reduce cost. Negotiate budgets, contracts and
agreements.
● Ensure QA standards set by corporate office are being followed by the Operations department.
● Performed as interim general manager in the absence of General Manager.
● Create, recommend and executed training programs for the motivation and development of staff.
● Review weekly forecasting and scheduling, taking immediate corrective action if required.
● Review annual and monthly objectives composed by department heads and owners.
● Report directly to General Manager
The B Ocean Resort
Director of Front Office Operations, Fort Lauderdale, FL Nov 2016 – Aug 2018
● ESE committee member; upholding the values and objectives of the organization.
● Oversee the development and implementation of the contingency plans and departmental goals, projects and
company initiatives.
● Analyze financial data and work to maximize revenue and reduce cost. Negotiate budgets, contracts and
agreements.
● Ensure QA standards set by corporate office are being followed by the Operations department.
● Performed as interim general manager in the absence of General Manager.
● Create, recommend and executed training programs for the motivation and development of staff.
● Review weekly forecasting and scheduling, taking immediate corrective action if required.
● Review annual and monthly objectives composed by department heads and owners.
● Report directly to General Manager
The Gates – Doubletree by Hilton
Director of Front Office Operations, South Beach, FL Nov 2013 – Oct 2016 (Brand Transition Team)
● Property transitioned in branding from Aloft South Beach to The Gates Doubletree by Hilton in September 2016. TripAdvisor moved from 166 placement to 70 in 7 months. Guest Service score is 8.1 from 5.8 which places property in top 3% in company.
● Overseeing revenue team, daily operations, and on-site restaurant.
● Ensure front office staff, bellman, valet, and housekeeping follows QA standards.
● Managed hotel and restaurant labor, expenses monthly, and met target goals to remain at budget.
● Performed as interim general manager in the absence of General Manager.
● Oversee restaurant staff, ensure dining satisfaction, hiring, and day to day management.
● Recommend and executed training programs for the motivation and development of staff.
● Review weekly forecasting and scheduling, taking immediate corrective action if required.
● Review annual and monthly objectives composed by department heads and owners. North Beach Property Management
District Senior Manager, Oct 2010 – June 2013
● Build and maintain a positive client relationship with BOD, Unit Owners, Residents, Vendors, and Staff Members.
● Monitor properties within portfolio to ensure compliance to company standards. Review monthly compliance reports and coach and mentor Property Manager to meet standards.
● Conduct weekly one-on-one meetings with the property managers
● Monitor the cash flow and overall financial health of the client.
● Provide financially sound recommendations on capital improvement projects; as well as, review the status of delinquencies / collection efforts.
● Monitor key critical professional service contracts – insurance and legal services; and contributes as needed in any major procurement process for construction, maintenance and/or supplies required from client.
● Assist in recruiting, training, and developing a highly motivated and effective team of property managers.
● Provide guidance, leadership and coaching to property managers and other direct reports.
● Communicates changes in policy and procedures to clients and property managers.
● Acquires and maintains current knowledge of state and regulatory agency statutes and each client’s community document, policies, and procedures.
● Provide constructive and timely performance evaluations. ● Process promotions, transfer, disciplinary actions, and terminations of the direct reports, in accordance with company policy.
● Travel to other properties within portfolio not limited to construction sites up to 50%. PRC Call Center
Director of Customer Service, Miami, FL Jan 2008 – Oct 2010
● Organize and implement client relations service training plan.
● Worked in partnership with Sales team to maximize new accounts transition.
● Design, implement, and facilitate annual department budget plan
● Administer P&L budget; support development of regional budgets.
● Manage products in-house/online from implementation to release for B2B and consumer readiness. Ritz Carlton Luxury Hotel
Meetings & Special Event Manager, Atlanta, GA Jan 2001 – Jan 2008
● Research and analyze locations and dates to hold company events to satisfy event objectives and budget
● Negotiate contracts for lodging, event space, food & beverage and A/V needs
● Prepare and oversee event materials in proper quantities and condition. Manage flow of event and adhere to moment to moment change requests immediately.
● Manage pre-con/post-con events onsite and offsite for groups including the organization of: attendee registration & tracking, registration materials/name tags, etc.
● Provide daily group updates/reports inclusive of: conference rooming assignments & rate, F&B invoices, a/v requests costs, authorized miscellaneous charge, shipping/packing, printing services, etc. EDUCATION:
Edison Community College 1999
Nova Southeastern University 2001 (Various Certifications)
● Powerful Presentations
● Business & Entrepreneurship Extraordinary Administrative Support
● Business & Entrepreneurship Dynamic Communication & Interpersonal Skills
● Business & Entrepreneurship
● Managing Your Business Using QuickBooks
● Business & Entrepreneurship Human Resource Professional
● Business & Entrepreneurship
REFERENCES
Provided upon request
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