Manager Customer Service

Specifics of Experience

• Manage staff, preparing work schedules and assigning specific duties. Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.

• Locate, select, and procure merchandise for resale, representing management in purchase negotiations.

• Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

• Hotel Opening experience.

• Software includes: Micros, Room Master, Excel, Outlook, E7, Menu Pro, Word, Guest Tracker & Vista

Experience

General Manager 2009 to 2010

The Inn at Whittier Hotel Whittier, Alaska

Managed the daily activities directly related to operating the Hotel. Directed and coordinated activities of that day’s businesses needs. Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievements. Managed staff, preparing work schedules and assigning specific duties. Directed and Coordinated organization's financial and budget activities needing cost reduction and program improvement. Established and implemented departmental policies, goals, and procedures, conferring with board members, and staff members as necessary. Determined staffing requirements, and interviewed, hired and trained new employees, Planed and directed activities such as sales promotions, coordinating with other department heads as required. Determined goods and services to be sold, and set prices and credit terms, based on forecasts of customer demand. Located, selected, and procured merchandise for resale.

Food & Beverage Manager 2007 to 2009

Howard Johnson Plaza Hotel Anchorage, Alaska

Monitored restaurant budgets and payroll records for accuracy. Reviewed financial transactions to ensure that expenditures were authorized and budgeted thru P&L Reports. Maintained food and equipment inventories, and kept inventory records. Scheduled staff hours and assigned duties. Established the standards for personnel performance and customer service. Investigated and resolved complaints regarding food quality & service. Scheduled and received food and beverage deliveries, checking delivery contents to verify product quality and quantity. Counted money and made bank deposits. Monitored food preparation methods, portion sizes, and garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner. Monitored compliance with health and fire regulations regarding food preparation and serving, and building maintenance in lodging and dining facilities

General Manager 2002 to 2006

Quinnat Landing King Salmon, AK

Observed and monitored staff performance to ensure efficient operations and adherence to facility's policies and procedures. Coordinated front desk activities of Lodge, and resolved any problems or concerns for that day. Participated in financial activities such as the setting of room rates, the establishment of budgets, and the allocation of funds to specific departments. Collected payments and recorded data pertaining to funds and preparing daily audit packs. Managed and maintained lodging facilities for Bear viewing & Guided Fishing trips. Coordinating activities of guests and verifying flight arrival & departure times. Inspect guest rooms, public areas, and grounds for cleanliness and appearance. Greet and register guests. Guest’s Tracker Software set up. Answer inquiries pertaining to hotel policies and services, and resolve occupants' complaints. Monitor the revenue activity of the Lodge. Train staff members.

Operations Manager 1999 to 2002

House of Glass Dunsmuir, CA

Managed the operations of the Hotel and Restaurant. Directed the staff for that day’s businesses needs. Often involved in processing and settling credit card transactions. Settling of Credit Card Batches. Managed staff, prepared work schedules and assigning specific duties. Established and implemented departmental policies, goals, and procedures. Greeted Guests and attended to their needs and requests. Supervised Housekeeping department personnel and Inventory levels. Inspected rooms and made Preventative Maintenance requests. Investigate complaints about service and equipment, and take corrective action

Accountant/FOH 1998 to 1999

BP Exploration Anchorage, AK

Prepared balance sheet for profit and loss statement, amortization and depreciation schedules, and other financial reports, using calculator and computer. Using Word and Excel Programs, maintained accounts payable & accounts receivable. Directed activities of staff performing accounting and bookkeeping tasks. Daily Deposits and Settling of Tills and Balancing of Safe. AP Coding and Invoicing. Analyzed operations, trends, costs, revenues, financial commitments, and obligations incurred, to project future revenues and expenses, using computer. Directed activities of workers performing accounting and bookkeeping tasks. Analyzed records of financial transactions to determine accuracy and completeness of entries, using computer. Adapted accounting and record keeping functions to current technology of computerized accounting systems.

Certificates

Microsoft Excel Training Anchorage, AK

Tam Certificate Anchorage, AKTam Card (Techniques of Alcohol Management) Serve Safe Certificate Anchorage AK

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