Customer Service Quality Control

Evelyn Jones

Valdosta, GA *****

Cell: 229-***-****

E-Mail: *********@*****.***

Professional Summary

A goal oriented professional with a proven record of success in the hotel industry. Highly skilled and enthusiastic professional with more than 20 years of experience managing all facets of operations in the hospitality. Extremely driven, hardworking and possess a strong work ethic. Successfully oversees the training for all departments. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Successfully trained properties based on brand standards to pass branded audits. Consistently saved costs while increasing profits. Very dedicated to whatever I’m tasked to take on.

Skills

New hire on-boarding Coaching and Mentoring

Knowledgeable in fosse and opera PMS systems Customer Service Problem resolution Productivity

Hiring and training Reliability

Inspections management Communication

Quality control Management

Employee orientation Leadership

Staff development Team Oriented

Work History

Corporate Trainer-May 2019 to Current

Peachstate Hospitality Warner Robins, United States

• Assessed skill gaps for employees in all departments and developed a training plan to meet identified needs

• Optimized allocation of staff roles and responsibilities

• Work with the managers to identify and train competent staff members

• Identified and assessed the training needs of the hotel through job analysis, career paths and consultation with the managers,

• Developed individualized and group training that addressed specific business needs

• Implemented effective and purposeful training methods

• Evaluated organizational performance to ensure that training is meeting business needs improving performance

• Assessed employees' skills, performance and productivity to identify areas of improvement

• Developed training plan that target tangible results Procurement Manager-February 2018 to May 2019

Peachstate Hospitality Warner Robins, GA

• Negotiated with external vendors to secure advantageous terms

• Approved the ordering of necessary goods and services

• Signed contracts for new builds and existing hotels

• Placed orders for renovation projects

• Designed Peachstate Hospitality's first purchase order form

• Worked directly with the Director of Operations for all hotel purchases General Manager-October 2012 to February 2018

Peachstate Hospitality Warner Robins, GA

• Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions

• Enhanced operational success through effective staffing, strong training, adherence to safety regulations and well-timed customer service

• Reviewed performance data to monitor and measure productivity, goal progress and activity levels

• Maintained organized, safe and clean hotel to keep productivity high and maximize customer satisfaction

• Identified and capitalized on community business opportunities with effective networking

• Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands

• Drove year-over-year business growth while leading operations, strategic vision and long- range planning in Peachstate Hospitality's portfolio

• Managed budget implementations, employee reviews, training, schedules and contract negotiations

• Managed Marriott and IHG Brands

• As a GM my property management team and I had the privilege of traveling to other hotels in the portfolio to provide departmental training

• Coded all hotel purchases in M3 Accounting Core

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Front Office Manager-November 2006 to October 2012 Peachstate Hospitality Warner Robins, GA

• Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities

• Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies

• Assessed personnel performance and implemented incentives and team-building events to boost morale

• Established and developed highly-efficient and dependable team by delivering ongoing coaching and motivation and fostering career advancement

• Interpreted management directives to define and document administrative staff processes

• Prepared daily reports to assist business leaders with key decision making and strategic operational planning

• Provided backup to front desk, stepping in to assist with various tasks whenever employee was absent or at lunch

• Worked at least five shifts a week

• Recruited, hired, trained and supervised staff of 15 and implemented mentoring program that offered positive employee engagement

• Trained team members on new hotel services and products to support promotional efforts Executive Housekeeper-July 2006 to November 2006

Peachstate Hospitality Warner Robins, GA

• Supervised daily operations, including employee performance, preventive maintenance and safety

• Supervised ten employees, including scheduling, training, and performance monitoring

• Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to ensure timely execution of cleaning duties

• Motivated cleaning staff with several weekly incentives for maintaining high standards of safety regulations and completing duties quickly

• Developed and implemented employee incentive programs to promote top performance

• Maintained daily facility operations

• Personally trained all housekeeping staff

Education

Parks College Tucson, AZ Jun 1991-Jun 1992

Microcomputer Accounting (Received a certificate of completion in Microcomputer Accounting)

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