General Manager Customer Relations
Resume:
**** ********** **., *****, **, ***** • **********@*****.*** •
JOYCE CASAS
PROFESSIONAL SUMMARY
General Manager with over 20 years of extensive expertise in the hospitality industry, excelling in operations management and strategic planning. Demonstrates a visionary approach to enhancing customer satisfaction and boosting occupancy rates through innovative solutions and team leadership. Committed to leveraging skills in budgeting and staff training to drive continued success and operational excellence.
EMPLOYMENT HISTORY
GENERAL MANAGER 2018 - Present
Extended Stay Hotel Macon, Georgia
GENERAL MANAGER 2018
Extended Stay Hotel Asheville, North Carolina
• Provide quality lodging services and promote positive customer relations for all hotel guests.
• Perform or direct audits, and inspections of the property to ensure all accommodations comply with corporate policies and standards.
• Coordinate to provide for the additional requirements of distinguished or special needs guests.
• Cooperate with other lodging services on a local and national basis.
• Network with outside agencies to promote the interests of their programs.
• Develop programs that result in consistently meeting occupancy goals and objectives.
• Develop and carry out policies and procedures to ensure the effective operation and utilization of all company assets.
• Structure and organize storage areas to optimize use of resources and maximize efficiency.
• Oversee staff to ensure the use of resources comply with corporate cost reduction procedures and techniques.
• Prepare budget estimates and control the disbursement of funds.
• Formulate current and long-range operational reports.
• Evaluate and monitor occupancy, personnel expenses, payroll, maintenance, and supply costs to maintain profitability.
• Oversee facility improvements and major renovations.
• Coordinate with corporate directors, area contractors, and local maintenance personnel to ensure that lodging areas and facilities are maintained in compliance with all building codes, safety regulations and corporate standards.
• Develop staff schedules and oversee subordinate supervisors, setting goals and objectives for each position.
• Interview and select candidates for key vacancies taking into consideration skills, qualifications, and corporate requirements.
• Manage and oversee all staff training.
• Conduct employee evaluations and make decisions on training needs.
• Encourage employee self-development and promote a safe and comfortable work environment.
• Hear and resolve group grievances or employee complaints.
• Take appropriate action to correct unsafe or unacceptable situations.
• Report to and consult with Regional Directors to develop strategic plans that will ensure the successful operation of this lodging facility.
GENERAL MANAGER
Extended Stay Hotel Macon, Georgia
• Provide quality lodging services and promote positive customer relations for all hotel guests.
• Perform or direct audits, and inspections of the property to ensure all accommodations comply with corporate policies and standards.
• Coordinate to provide for the additional requirements of distinguished or special needs guests.
• Cooperate with other lodging services on a local and national basis.
• Network with outside agencies to promote the interests of their programs.
• Develop programs that result in consistently meeting occupancy goals and objectives. Oversee recruitment and training, enhancing team performance and staff development.
• Develop and carry out policies and procedures to ensure the effective operation and utilization of all company assets.
• Structure and organize storage areas to optimize use of resources and maximize efficiency.
• Oversee staff to ensure the use of resources comply with corporate cost reduction procedures and techniques.
• Prepare budget estimates and control the disbursement of funds.
• Formulate current and long-range operational reports.
• Evaluate and monitor occupancy, personnel expenses, payroll, maintenance, and supply costs to maintain profitability.
• Oversee facility improvements and major renovations.
• Coordinate with corporate directors, area contractors, and local maintenance personnel to ensure that lodging areas and facilities are maintained in compliance with all building codes, safety regulations and corporate standards.
• Develop staff schedules and oversee subordinate supervisors, setting goals and objectives for each position.
• Interview and select candidates for key vacancies taking into consideration skills, qualifications, and corporate requirements.
• Manage and oversee all staff training.
• Conduct employee evaluations and make decisions on training needs.
• Encourage employee self-development and promote a safe and comfortable work environment.
• Hear and resolve group grievances or employee complaints.
• Take appropriate action to correct unsafe or unacceptable situations.
• Report to and consult with Regional Directors to develop strategic plans that will ensure the successful operation of this lodging facility.
GENERAL MANAGER May 2002
Arby’s Restaurant Warner Robins, Georgia
• Oversee all operations of the fast-food restaurant to ensure compliance with local regulations and corporate standards and procedures.
• Ensure food preparation and quality control of products, food storage, sanitation, and cleanliness of facility.
• Conduct employee hiring, training, evaluation, and discipline.
• Control labor costs in conjunction with revenue. EDUCATION
HIGH SCHOOL DIPLOMA 1983
Baxley Christian School Baxley, GA
SKILLS
Operations Management, Customer Satisfaction, Team Leadership, Budgeting, Staff Training, Strategic Planning. REFERENCES
Pastor Billy Thomas (***********@*****.***, 478-***-****); Evelyn Ryberg, AFLCMC/WIU (******.******@**.**.***, 478-***-****); Barbara Hardigree, Hardigree Rental Properties (***********@***.***, 478-***-****). ADDITIONAL INFORMATION
AWARDS AND RECOGNITIONS
Extended Stay Hotel
• General Manager of the Year – 2007
• #1 ESA Hotel Property – 2007
• Manager’s Council, Top Scores for Guest Satisfaction Surveys
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