Hospitality Operations - Guest Experience Leader

ASHAUNTI LOVE

Savannah GA *****

773-***-**** Mobile

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

SUMMARY: Over 9 years of experience in Hospitality, specifically Customer Facing industries. Skill set includes solid knowledge and understanding of Hotel Operations, Customer Experience/Service, Financial Management, Human Resources and Property Management. EDUCATION/PROFESSIONAL TRAINING/CERTIFICATION: Business Administration, Northwestern College of Business, 2001 Hotel Property Management Systems/Platforms: BONVOY, FOSSE, MGS, etc.; HHONORS, OnQ, LOBBY, CHOICE, OPERA, PEP, etc.; M3 Accounting (USALI) ServSafe, 2019

CPR/First Aid, 2020

State of Georgia eTips Program, 2019

RELEVANT SKILLS AND EXPERIENCE

Operations Management/Customer Service/Guest Relations: Direct management of all Hotel Departments in the Select Service environment. Provide new hire Orientation, implement Training and instructions in: Audits, Customer Service Excellence, Inventory Control and Scheduling. Control departmental Budget, Hotel P&L, operation expenses and labor costs. Accomplished GSA/GSR with outstanding results in increasing Guest Satisfaction ranking (Brand Matrix).

Exceptional guest relations and customer service skills. Handle high volume of calls and guests

(Destination Market experience).

Ensure all Brand marketing programs and standards are followed.

Training and Development:

Screen, interview and hire quality employees; conduct regular performance evaluations and pay analysis. Implement training programs, job work charts for new hires and administrative procedures. Facilitate workshops and training sessions. AWARDS AND ACCOMPLISHMENTS

2018: Increased Guest Satisfaction Scores 30 points in 30 days (GSS Failure to CLEAR).

2019: Opening Project Management Team Member for brand new Tru by Hilton Savannah Midtown

WORK EXPERIENCE

Front Office Manager, Clarion Inn & Suites Savannah Midtown Set up and manage front desk

daily

Prepare forecasting and Assist with M3 Accounting. Provide training and support to my teams in the day to day.

2020 to 2024

Assistant General Manager/Operations Manager, Tru by Hilton Savannah Midtown 2018 to 2020

Set up and manage all department

heads/managers

Prepare forecasting and other Yield Management functions to capitalize on revenue maximizing. Provide training and support to my teams in the day to day. 2015 to 2018

Front Office Supervisor, SpringHill Suites by Marriott Historic Savannah Downtown

Assist FOM in administration of Guest Services that includes Valet, Breakfast and Front Office. WORK REFERENCES AVAILABLE UPON REQUEST

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