JAMES PURNELL

**** ********* ***, ****** ******, MD 20902 Citizenship: United States

202-***-**** Veterans Preference: None

ads548@r.postjobfree.com Availability: Permanent/Full Time

Innovative operation management professional who coordinates exceptional teams in addition to performing fiscally and organizationally advantageous resource allocation to meet and exceed short- and long-term objectives. A professionally compassionate leader who recruits, mentor, and trains employees to consistently collaborate to reach new levels of performance.

PROFESSIONAL EXPERIENCE:

Hersha Hospitality Management (Hyatt Place Hotel)

Front Office Manger August 2021-Present

Presented, directed, and facilitated optimal hospitality services to hotel guest, manage and coach front of house departments to reach operational goals, guidelines and maintain acceptable labor cast, participated in daily and monthly P&L analysis of hotel revenue.

• Conduct interviews, trained, schedule, coach, and support associates, ensuring their performance in accordance with the established Hyatt brand and consistent with Hersha Hospitality Management core values.

• Monitored guest satisfaction scores and work toward increasing departmental overall guest satisfaction though direct coaching and email correspondence.

• Monitor all front office financial operations and ensure front office compliance with accounting/auditing controls and procedures are properly completed, the verified

• Develop, implement, and monitor daily, weekly, monthly forecasts for departmental scheduling, labor/hours control purposes

• Supervise all guest services department managers and contractors for front of the house and back of house duties with detail

• Reviewed correspondence from guests, incident logs, online reviews, then directed, coach staff according to information obtained.

• Maintain all vendor and personnel contracts throughout the hotel.

Life Science Logistics, Columbia, Maryland

Warehouse Personnel December 2019 – March 2021

Process incoming trucks efficiently, working to unload, stage, and store merchandise smoothly. Assist warehouse with meeting promised delivery times, sorting products and inventory proactively while executing a strong attention to detail. Support team efforts, collaborating with fellow warehouse workers in managing incoming and outgoing products.

•Facilitate OSHA safety standards and company requirements by correctly operating machines while confirming compliance with state regulations as well to enhance positive inspection results.

•Minimize errors in inventory obtained and stored by inspecting incoming orders, cross referencing contents and quality with order information, verifying paperwork and inventory descriptions.

•Ensure inventory accuracy by properly recording materials movements in TECSYS inventory management system while performing regular cycle counts and full audits to proactively mitigate and reduce commercial and inventory errors.

•Maintain Current Good Manufacturing Practices (cGMP) during daily stocking, replenishment and relocation of inventoried products to ensure that products are safe to use.

Concord Hospitality (Cambria Hotels and Suites), Washington D.C.

Manager, Night Auditor August 2015 – December 2020

Supervised teams and provided clear objectives and consistent, performance-oriented policies. Executed daily business requirements, creating an effective, well-organized schedule in line with quality standards and essential organizational objectives. Delegated essential tasks and objectives to employees each day to ensure productivity and compliance with employee regulations.

•Created detailed reports on daily operations, analyzing data and making modifications to contribute to upper-level effective decision-making.

•Verified and finalized transactions for credit card processing, confirming that they were reconciled while keeping all paperwork current and compliant with internal standards and legal requirements.

•Oversaw employee training and all staff management tasks, encouraging collaboration among employees while assigning tasks based on employee strengths.

Amazon Logistics, Hanover, Maryland

Lead Warehouse Fulfillment Associate January 2019 - January 2020/ April 2021- August 2021

Reviewed and updated the Shift Manager with daily shift team briefing to ensure continuity in directives provided from management to individuals. Completed labor tracking and daily production goals based on the number of associates present each day.

•Analyzed and compiled shift statistics for the Shift Manager with tracking, trending and reporting of departmental metrics by associates to ensure that production goals reached a certain, pre-determined level, making adjustments proactively to sustain specific levels.

•Reviewed and updated Standard Operating Procedure documents as required with all new associates to ensure safety and understanding of operating procedures across employees at all levels and lengths of employment with the organization.

•Participated in safety initiatives while identifying safety hazards within the work area, proactively correcting any issues and performing logistical changes and recommendations to ensure environmental workplace safety.

Equity Residential (Formerly Archstone), Washington, DC

Leasing Consultant / Customer Service Associate / Bookkeeper October 2012 - July 2017

Served as the primary point of contact for customer inquiries and questions, resolving issues and answering questions promptly. Maintained knowledge of all products and services to effectively promote property availably and provide comprehensive knowledge to customers to ensure that they can make informed decisions. Scheduled appointments and performed clerical tasks, including typing and filing. Addressed live chat and email inquiries and responded promptly.

•Followed up with previously assisted customers to offer additional support and ensure satisfaction with resolutions, ensuring completeness in customer experience.

•Interacted with individual customers, ensuring excellent service and experiences to generate repeat business and enhance customers’ likelihood to create a long-term relationship between the individual and the organization.

•Drove sales by identifying customer needs and making product and service referrals, ensuring that recommendations were personalized and unique to individual needs and expectations.

• Increased the resident annual renewal rate by 27%, recapturing customer loyalty and de-escalating conflicts while building personalized solutions.

Dupont Circle Hotel Luxury Hotel, Washington, DC

Manager On Duty/Night Auditor May 2012 - April 2013

Addressed and resolved guest and team member issues, managing any emergencies that arose during the night hours proactively and efficiently. Interacted with guests to ensure a relaxing and entertaining environment within the hotel. Handled guest relocations whenever necessary. Prepared and balanced all hotel work for each day to ensure successful audits and reduce financial errors and lost revenue.

•Surveyed the hotel interior and exterior to ensure quality appearance, cleanliness, reporting all deficiencies and safety hazards to the Engineer-On-Duty to resolve issues quickly and efficiently.

•Analyzed and executed daily summary report preparation for distribution to various hotel departments on the day's business activities to ensure that individuals are up-to-date and aware of any changes or information needed.

•Reviewed the status of the day-to-day operation with Department Heads to ensure quality and continuity in operations, making recommendations when necessary to enhance organization success.

•Maintained hotel security access per stringent hotel guidelines to ensure guest safety while initiating proper key control policy.

•Quoted daily rates appropriately for guests and issued credits in accordance with company philosophy, using proactive judgment and treating each guests’ experience with individual, unique respect.

Hilton Garden Inn / Hilton Homewood Suites Rockville, MD

Night Auditor April 2011 - May 2012

Checked-in and checked-out guests in a professional and efficient manner, ensuring that their bill and any other applicable information is accurate and up to date. Balanced Credit Card transactions for each guest with online processing center. Performed Periodic security checks of Properties. Provided accurate information to clients concerning their stay or potential stay, including information concerning the surrounding area as well as information about specific hotel accommodations, rooms, and pricing via email or phone correspondence. Compiled Document Account Summaries charges for record keeping for the hotel and for auditory purposes.

•Enhanced guests stay in the surrounding area of the hotel, extending personal request, concierge services, and knowledge of the hotel area to provide personalized activity, food, and other recreational activity recommendations.

•Collated restaurant totals, tip outs, and room charge accounts with PMS Systems (OnQ Property) to accurately calculate total revenue for the day and ensure that appropriate inventory counts are maintained.

•Reviewed View Totals and correct Day Use, Due Outs, and Pending rooms charges each night to ensure accuracy as well as ensure that all appropriate, current guest information was recorded in the event of an event occurring that would require this information to ensure guest safety.

•Completed Room Revenue Recap Tally Sheets (RevPAR) and Adjustments Forms to determine hotel performance, providing accurate metrics and data for analysis to determine any fiscal or other changes that might need to be made to enhance the hotel’s performance

Chase Suites Hotels Luxury, Rockville, MD

Front Desk Manager / Front Desk Supervisor/ Night Auditor July 2006 - April 2011

Resolved guest complaints', billing inquiries, and other issues promptly in person, via email, and over the phone while ensuring that accurate and detail information was provided to the client via email or phone correspondence. Confirmed and enhanced guest satisfaction in accordance with company policies and procedures. Prepare and update all month-end reports using word, excel and database. Supervised cash, credit card, and check cashing policies of associates.

•Assisted in recruitment and hiring of department personnel, conducting interviews and determining the most effective candidate for the position that the organization is filling.

•Mentored and supervised department members, providing formal and informal feedback concerning performance and proactive, positive recommendations to enhance future performance.

•Trained new front desk departmental employees regarding front desk duties, enhancing the front facing customer service provided to guests.

•Monitored postings of guest charges to minimize lost revenue, accounting for each purchase accurately, cross referencing between inventory placed in rooms each day and inventory used and/or no longer in rooms when cleaning personnel is present in guest rooms.

•Tracked the status of suites utilized for long-term use and suites in maintenance using Excel and the organization’s database, recording updates promptly and appropriately concerning suites to maximize suite usage and organization revenue.

Silver Communication, Sterling Virginia

Printing Press Apprentice/Bindery Associate June 2010- January 2014

Followed instruction in detailed from Master Printer and various duties to complete everyday press operation, activity organize, band and staged finish materials. Participated in warehouse sanitation, ensured material handling equipment is proper working order and reviewed truck routes and destinations with drivers.

•Filled and mixed Ink for daily press operations, including large 1 ton paper rolls for staging and pallet staging

•Identified incomplete page impressions and ink overlap during press operation.

•Completed bindery projects, parting, stapling, folding, and staging complete orders.

•Operated Gas-powered forklifts, cherry picker, and pallet jack to replenish paper supplier and warehouse organization

•Loaded and unloaded distribution truck and supply trucks for supplies and LTL based orders.

CORE COMPETENCIES

Warehouse/Logistics: Pallet Jacks, Material Handling Equipment, Forklift, Multi-Level Reach Truck, Manufacturing, Internal Control Procedures, Inventory Auditing, Customer Service Management

Computer/Office Systems: Network Installation and Troubleshooting, 10 Key Stroke @ 9,750 KPH, Micro-Computer Configuration/Network Installation, Mastery Level in Windows Office Suites, Reporting Progress, QuickBooks, Safety Regulations, Desktop Support, Epitome Database

Other: On-Site Property Management, MRI Residential Property Management, Configuration Management, Opera Property Management, Hilton OnQ Property Management, Research, Cost Reduction Initiatives

EDUCATION/CERTIFICATIONS

Bachelor of Arts in Business Administration Motorized Standing Pallet Jack, OSHA Forklift Certification

University of Maryland College Park Multi-Tier Reach Truck, OSHA Forklift Certification

Sit Down Forklift, OSHA Forklift Certification

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