Assistant General Manager Front Office

Tiffany D. Ralls

Phone: 864-***-****

Email: *************@*****.***

Assistant General Manager (AGM) - Interim General Manager (GM)

Wyndham Hotels & Resorts - Mount Pleasant, SC / February 2022 to Present

Provide day-to-day leadership and direction to the Front Office, Housekeeping, Maintenance and Engineering Departments.

Recruit, Interview, Hire and Train new Team Members as well as continuous training/coaching/counseling for all staff.

Responsible for weekly payroll and scheduling for all departments.

Led the hotel’s profit and loss management, consistently meeting or exceeding financial targets by analyzing expenses, revenue streams, and operational efficiencies.

Analyzed and reviewed STR reports to monitor market performance, identify trends, adjust strategies and pricing for improving market shares, enhance operational efficiency and develop strategies to optimize RevPAR.

Oversaw the preparation and review of hotel income financial statements, ensuring accuracy, identifying variances, and implementing action plans to improve profitability.

Collaborated with department heads to ensure financial goals and revenue targets were consistently met or exceeded.

Managed hotel renovations/upgrade projects, overseeing budgets, timelines, and contractor coordination, ensuring minimal disruption to operations and enhancing guest experience.

Drove new business opportunities by building relationships with clients, local businesses, and event planners, resulting in increased bookings and expanded client base.

Conduct weekly walk thru inspections for rooms, grounds and outlets with Housekeeping & Maintenance Manager assuring all department heads are adhering to Company standards, policies & procedures.

Establish performance & development goals for team members and provide mentoring, coaching and regular feedback to enhance performance through employee engagement.

Attend Management training classes & conventions.

Assist our various "Sister Properties " in training (Opera Cloud) & development for Management & Front Office Staff.

Handle guest and vendor questions, issues, complaints and concerns.

Develop and implement strategies to maximize revenue and profitability.

Monitor and control expenses within budgetary guidelines.

Helping in the procurement of operating supplies and equipment and contracting with third-party vendors for essential equipment and services.

Analyze financial and operating information on a continuous basis to adjust business plans, labor requirements and operating costs.

Develop and implement marketing & sales plans to promote the hotel as well as establishing a close relationship with many local area companies.

Respond to audits to ensure continual improvement is achieved.

Promptly responds to all social media, 3rd party and brand-based reviews in a timely manner.

Assistant General Manager (AGM)

Hampton Inn and Suites - Charlotte, NC / April 2017 - February 2022

Oversaw the day-to-day operations and assignments of the Front Desk, Maintenance, Engineering, Housekeeping & Food & Beverage departments.

Interviewed, selected, hired & processed new hire paperwork, as well as assisted with on boarding completion, trained and coached staff.

Ensured compliance of brand standards, safety, operating procedures and policies were being met at all times.

Responsible for weekly scheduling & payroll for all departments.

Assisted GM with weekly and monthly financial reporting & worked together to develop various strategies to achieve target reviews and strategies.

Verified all in-house and closed accounts for accuracy. Validated rates and posted room, tax, dining and incidental charges accurately.

Daily bank deposits.

Investigated and resolved out-of-balance accounts.

Worked daily with Housekeeping, Maintenance & Engineering head, conducting daily and weekly inspections of the hotel, along with working with department leaders to ensure cleanliness and maintenance issues are addressed & attended, per brand standards, in a timely manner.

Coordinated advertising, public relations, and promotional programs.

Handled guest and vendor questions, issues, complaints and concerns.

Drove team member involvement in community organizations, activities, and businesses.

Identified sales leads while working closely with the Sales team to develop new business prospects.

Responded to social media and brand-based reviews promptly.

Responsible for managing operating expenses and purchasing for all operations departments.

Received reservation calls for hotel, on-site dining and conference/banquet rooms.

Responsible for VIP check-in.

Dispatched Housekeeping, Groundskeeper, and Houseman.

Ordered office & building supplies.

Assisted guests with restaurant, transportation, entertainment and tour destinations.

Guest Service & PBX Manager

Hilton Waldorf=Astoria Hotel & Towers - New York, NY / May 1998 - December 2016

Supervised 20 PBX operators and 12 Guest Service Representatives.

Interviewed, trained, and coached staff.

Performed Guest check-in/out.

Dispatched Technicians and Housekeeping.

Responsible weekly payroll and staffing.

Implemented policies, procedures, and workflow programs for front desk.

Lead team pre-shift meetings.

Compiled reports for night audit.

Answered and directed calls via switchboard.

Resolved guest questions, concerns, and complaints.

Handled VIP reservations and special requests.

Interview and train housekeeping staff.

Performed walkthrough room inspections to ensure brand and guest expectations.

Worked closely with Group Sales setting up banquet and function rooms.

Served as backup Manager for Room Service & Concierge.

Upsold hotel services and products to maximize hotel profits.

Prepared daily financial department reports.

Education

Bachelor's degree - Human Services

SUNY Downstate Medical Center - Brooklyn, NY - August 1994 to May 1998

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