Seasoned Customer Service Leader with 30+ Years Experience

Rosalind C. Morris

Warner Robins, GA *****

Mobile: 478-***-**** Email:***************@*****.*** Professional Summary

Proven Project and Program Management capabilities with superb leadership skills and ability to direct multiple projects concurrently.

Skilled in building high-performance teams through extensive training and mentoring.

Exceptional communication skills enabling ability to build strong relationships at all levels within an organization.

Attention to detail with advanced ability to accurately complete challenging tasks with precision

Maintains up-to-date technology skills in various systems; used for data entry, report generation and record keeping.

Dedicated leadership skills with commitment to the overall mission and providing excellent service to all stakeholders.

WORK EXPERIENCE

Assistant General Manager Feb 2020 to Jun 2025

Department of the Air Force – Al Udeid Air Base, Qatar

Dedicated leadership qualities - Operated as Assistant General Manager assisting with full responsibilities of the Lodging business operations for executive management, administration, technical support, and professional direction in accordance with United States Air Force Standards.

Maintained accountability of assigned rooms containing over 15,000 bed spaces supporting a range of customers in permanent, deployed, and transient status.

Gathered pertinent data, evaluated reports for compliance with all terms of the privatization transaction documents, and periodically inspected all aspects of the privatization project, including maintenance, service calls, etc.

Exercised managerial authority to set long-range plans, goals, and objectives that integrate higher headquarters policies with local installations and squadron needs – Coordinated with Wing/United States Strategic Command protocol representatives for Distinguished Visitors (DV) and group room assignments.

Delivered management procedures and general business practices related to operational management of programs and effective utilization of facilities and equipment in a Department of Defense environment.

Regularly provided routine and on-demand rosters to installation leadership with details on assigned and vacant rooms to support operational decision-making.

Developed installation lodging cost reduction procedures and techniques.

Prepared budget estimates and controlled lodging funds distribution.

Evaluated subordinate supervisors for efficient workplace contribution and served as the reviewing officials on the evaluation of nonsupervisory employees.

Dedicated customer service support – Facilitated problem resolution by monitoring and reviewing work order requests, gathering information on facility outages, and updating work order tickets to provide the customer with feedback and/or resolution information as needed. Operations Manager Jul 2018 to Feb 2020

Department of the Air Force – Dobbins AFB, AL

Key Player- Operated as Operations Manager assisting with full responsibilities for the lodging operations in accordance with the Lodging business operations following Air Force Standards.

Monitored work standards, materials, methods, and procedures to determine acceptable work performance associated with the construction, maintenance, repair, and customer support improvement practices.

Keen experience with the basic principles, techniques, and methodology of lodging/housing management as they pertain to management planning, scheduling, coordination, and efficient use of lodging facilities.

Oversaw work standards, materials, methods, and procedures to determine acceptable work performance associated with the construction, maintenance, repair, and improvement practices.

Researched policies, procedures, and directives of state and federal regulations for lodging operations and guest obligations, rights, and responsibilities under the Air Force directives to ensure overall compliance.

Developed monitoring and tracking mechanisms used in analyzing, measuring, and evaluating the progress toward achieving regional program objectives and successful metrics.

Monitored work order progress; notified managers regarding production delays and expected completion date. Guest Services Manager Senior Operations Manager Sep 2006 to Jul 2018 Department of the Air Force – Various Locations

Supervised 17 employees developing in-house training manuals on Air Force Inns policies and procedures.

Proficiently gained the necessary support to effectively provide outstanding customer service to over 20K customers generating annual revenue above 2.2M.

Ensured safety inspections were current, conducting facility, fire extinguisher, preventative maintenance, and OSHA inspections ensuring well-maintained safety codes and documentation.

Developed a schedule to ensure the Operations Program was conducted per Air Force (AF) Standards.

Established a quality assurance program working with various personnel aiding in assisting management in developing corrective actions.

Maintained bench stock levels of parts, materials, tools, and equipment at prescribed levels.

Inspected lodging facilities,rooms,common areas,grounds,equipment,and tools to ensure proper maintenance and repairs.

Conducted inventories, assisted in updating property book records, requisition for supplies, inspected incoming shipments, and reported discrepancies as necessary. EDUCATION

Defense Acquisition University- Program Management Hotel Association Supervisory Course

WR-ALC Force Training Directorate Certificate of Training- Legendary Service of Ritz-Carlton

High School Diploma - Northside High School, Warner Robins, Georgia TRAINING & DEVELOPMENT

Customer Service SETS- Time Keeping CQMAP Sales Pro System Lodging Accounting I Front Desk Supervisor Lodging Operations Course Environmental Safety and Occupational Health Management System Senior Leadership Courses (40 hrs) Operational Risk Management Certified Reservationist (CR) Certified Hospitality Department Trainer (CHDT) Lifting and Back Training Certified Hospitality Supervisor (CHS) Technical Proficiencies

Windows XP, WordPerfect 7.0, Word Processor, MS Office, Office Database Systems, Timekeeper SETS, Switchboard CQ MAP, Epitome DMS

PROFESSIONAL AWARDS

Employee of the month: December 2019, January 2020, August 22, Oct 2023

Employee of the quarter: July-Sept 2022, Jan-March 2025

Multiple Spotlights through Commander’s Recognition, Certificates of Appreciation, and Leadership Acknowledgment; most recent March 2025

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