Customer Service General Manager

Michael Blake

*********@*****.*** 614-***-****

With over 20 years’ experience in hospitality management, delivering superior service to multiple locations at once.

Career Highlights

Managed locations with 75 to 250 rooms.

Supervised more than 80 staff at any given time.

Raised more than 40k for notable causes to facilitate business growth.

Managed all front of house operations at hotel locations.

Oversaw Food and Beverage operations.

Employment Experience

Comfort Inn, Grove City, OH January 2020 – Current

General Manager

Manage 150+ room property.

Oversee all hotel activities, including hiring and firing, supervising employees, and training staff.

Conducts performance/salary reviews, problem resolution, discipline and termination of employees.

Revenue management: developing strategies to maximize revenue.

Oversaw all purchasing for hotel.

Built and maintained relationships with key clients.

Created marketing and solicits for new business.

Process financial transactions and managed business office.

Holiday Inn (Downtown) Columbus, OH

Operations Manager August 2019 – December 2019

Created solutions for hotel issues (room issues, structure, guest etc.).

Developed and implements strategies that will ensure a positive experience that exceeds guest expectations.

Established and maintains standards for staff performance and customer service.

Maintained full knowledge of inner working of the hotel, including room rates, hotel policies, specials, conference room availability, VIP guest and hotel events.

Confirmed hotel had enough staff per shift per day.

Effectively communicates with other departments and vendors as needed.

Assisted with interviewing and hiring new staff.

Marco’s Pizza, Ocala, FL

Manager (Marketing) June 2017 – August 2019

Managed all marketing for store location.

Managed paperwork including inventory and marketing budget.

Developed numerous marketing strategies to help raise money for causes (raised 10K for Domestic Violence).

Implemented marketing campaigns with sales activities.

Contacted local stores and business owners annually to assist with marketing Marco’s pizza and charity events.

Home Health Aid, Ocala, FL

Personal Aid May 2013 – July 2019

Provided home help support to individual with Diabetes.

Provided rides to appointments and other locations needed.

CPR and First Aid Certified.

Prepared food for patient.

Cleaned patients’ home when needed.

Provide personal hygiene care

Value Place Hotel, Columbus, OH

General Manager January 2009 – May 2013

Held the responsibility of all aspects of hotel operations at two locations.

Managed the hotels management team and overall monthly targets to deliver an excellent guest experience.

Demonstrated excellent communication with all stakeholders.

Delegated responsibilities and projects to other staff members.

Accepted ownership of all guest complaints and fixed issues.

Acted as final decision maker in hiring key staff members.

Prepared monthly financial reports for owners and stakeholders.

Created budgets (revenues, cost, etc.) for the owners.

Ensured monthly financial reporting for Rooms, Food & Beverage etc. was on target and accurate.

Red Roof Inn, Grove City, OH

General Manager May 2003 – January 2009

Managed day-to-day staff and guest needs.

Acted as an ambassador for the Red Roof brand.

Provided leadership and strategic planning for all departments (housekeeping, food and beverage etc.) and worked closely with department heads daily.

Managed hotel’s management team and overall hotel targets to deliver a great guest experience.

Coordinated with HOD’s for the execution of all activities and functions.

Assisted with managing the hotels profitability and guest satisfaction scores.

Cross Country Inn, Grove City, OH

General Manager August 1998 – May 2003

Supervised over 25 staff members (housekeeping, maintenance and marketing operations) of a 120-room hotel.

Held the responsibility of understanding all profits and losses related to each department.

Reported sales and analyzed competitors to establish pricing structure which included corporate rates, discounts and special promotions for designated groups.

Education

High School Diploma, Groveport Madison High School

Hospitality Management Certificate, Southeastern Academy College

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