Human Resources Customer Service

Tamika Bumpass

**** ********* ****, *******, ** *0305

470-***-**** *************@*****.***

Professional Summary

Energetic, results-driven hospitality professional with decades of experience in leadership roles in both boutique and luxury hotel properties. Proven ability to proactively communicate and motivate teamwork with over 100 employees and optimize department performance, while exceeding guest satisfaction scores. Seeking a Leadership role at a prestigious hotel where I command my next challenge to utilize my expertise in hospitality, team leadership, and service, while understanding the brand’s culture and goals. I believe training never ends and learning never stops.

Core Competencies

Budgeting and Cost Control

Orientation, Training and Development new team members.

Inventory and Supply Management

Labor Cost Optimization

Staff Scheduling based off needs raising Productivity

Time Management and attention to detail organization

Customer Service Excellence

Guest Complaint Resolution

Human Resources Efficient

Software Proficiency

OPERA, Quore, GXP, GSS, Lightspeed, SPS, OnQ, ADP, Lokated (lost and found tracking system), Birch Street (cloud-based software platform).

Microsoft Office Suite (PowerPoint, Word, Excel, Outlook).

Professional Experience

IHG Hotels and Resorts — (Crowne Plaza, Holiday Inn, Kimpton, and Staybridge Suites.)

2013 – Present

Various roles during my career with IHG Brand Hotels that led to my current position as Director of Operation Manager.

Supported department heads in managing and mentoring teams of 100+ staff in the execution of operations in areas of housekeeping, front desk, and engineering ensuring an outstanding guest experiences.

Utilized opportunities to communicate goals and improvements of areas from guest feedback.

Updated LOPs for each department to ensure proper training and development of all teams that resulted in less disciplinary and more fostering a culture of high performance, accountability, and guest service excellence.

Maximized the financial performance of departmental budgets, reducing labor expenses by 10-20% through the introduction of proper labor scheduling based off of the BI analytic forecast.

Collaborated with maintenance and housekeeping departments to identify and address potential issues before they became guest concerns, improving room conditions and reducing complaints. Implemented preventative maintenance schedules, leading to a 12% decrease in room repair costs. Launched training in inventory management for linens, cleaning supplies, and equipment to ensure operational efficiency therefore avoiding preventable shortages.

Handled guest complaints with diligence and professionalism, resolving issues promptly and ensuring a high level of guest satisfaction.

Assisted with performing quarterly Quality Audits.

Fairfield Inn by Marriott — Front Office Manager

2009 – 2013

Oversaw front desk operations and worked closely with housekeeping to ensure timely room turnover and cleanliness for incoming guests.

Coordinated staff schedules using Lightspeed Edge, optimizing labor to meet guest demand and operational needs.

Implemented and ensured adherence to Marriott’s service standards, including cleanliness and guest satisfaction metrics.

Provided training to new employees on customer service expectations and hotel procedures, which contributed to an increase in guest satisfaction ratings.

Education

MBA in Hospitality

Johnson & Wales University, College of Professional Studies

2017 – 2019

BS in Business Administration (Concentration in Human Resources/Project Management)

University of Chattanooga

2008 – 2012

Certifications

IHG Merlin Certificates:

Hospitality Fundamentals, Communication, Adaptability, Future Skills, Way of Clean 5S Process Leadership, One Rewards - The Value of Loyalty

Housekeeping Welcome Call, Way of Clean 5S Cleaning Program

DLZ Training:

Loyalty, Role-Based Service

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