General Manager Customer Service
Resume:
Pamela Jean Hammond Lewis
Work History
****-**** ***** ** ********, Department of Health and Human Services
Calculations Clerk IIB, St. Joseph County
Resident Care Aide, Northville
Eligibility worker, determining eligibility for Public Assistance Programs, Detroit, Royal Oak, Pontiac, Madison Heights
Manager of eligibility staff starting in 1989 and ending in 2015 when I retired to become a hotel General Manager. I was an eligibility supervisor in Detroit and then in Big Rapids. I managed labor issues on the job like hiring, firing, providing counseling and progressive discipline. For my staff I interpreted new policies as they came down from Lansing, read a lot of their casework to be sure things were done right, handled many customer complaints, served on many committees both locally and in Lansing, and so many other things in my over 30 years, I would bore you if I tried to list them all.
Hospitality
2003 I began working weekends at the Country Inn and Suites in Big Rapids MI. In the eleven years that followed I worked every shift at the front desk and learned how to do breakfast and laundry
2015 The management was changing, and I applied to be the General Manager at the Country Inn and Suites. When I was hired, I retired from the State and worked 55 hours every week as required by my employer. My staff and I achieved the Presidents Award for customer service in both 2016 and 2017 despite doing a total hotel renovation. We also surpassed every financial forecast those two years even though we comped many rooms for the workers building the Hampton Inn next door (as required by the owner)
2017 I was promoted to Regional Manager over the two Big Rapids hotels. I mentored the new managers, double checked their reports and things like inventory. In short, I was the owner’s eyes because he was over an hour away.
2017-2022 In this time frame there were times I had to be the GM at either hotel, I took on a lot of sales responsibilities especially after the worst of Covid. The owner didn’t want to hire an extra sales manager and so I was the sales manager for both hotels. In October 2022 I retired and took a few months off work
5/2023 I started working as a Task Force General Manager for Pyramid Global Hospitality in the Detroit Metro area.
05/2024 I became the GM for the Hampton Inn, Madison Heights. I loved that job, but the hotel was sold and one of the new owners is managing it. I actually worked for Crestline Hospitality but all their Michigan hotels were sold.
A couple of weeks ago, I lost my job as a hotel General Manager because the new owner wants to manage it himself. I understand but I’m still sad. The fact is I love working; I have 38 years working for the State of Michigan and 22 years in hospitality. I think working is my habit and I see no reason to give it up now. It keeps me younger and makes me keep up with trends in technology. The extra money helps me spoil my grandchildren and travel with my partner.
Most of my State employment was within the Department of Health and Human Services. From 1989 until I retired in 2015, I was the manager of eligibility staff. I have extensive office experience in every aspect of office work. In 2003, I took a part-time job at a Country Inn and Suites as a front desk agent. I continued in this position, working mostly weekends, until 2015 when I retired from the state to be the General Manager at the same hotel. Since that time, I have been a GM, a Regional Manager, and a Task Force Manager. I have worked in 10 different hotels. I love working with people and solving problems. Customer Service, even in the face of adversity, is my special gift and I love using it!
I hope you consider me for an interview and hopefully, a position in your company. Thank-you for your consideration.
Sincerely,
Pam Lewis
To abbreviate: I know the following hotel operating systems: Opera, Onq & Onq R & I, Fosse, and Light Speed. I have worked at the Country Inn and Suites, Hampton Inn, Holiday Inn Express, the Tru by Hilton, Holiday Inn and Suites, the Residence inn, Springhill Suites and the 4 Points by Sheraton.
Customer Service has been an integral part of every job I have done. In addition to using good customer service myself, I have modeled it for others and conducted trainings on the subject.
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