Manager Customer Service

Andrew J. Smith

***** ** ***** ****** * Liberty, MO 64068 * 949-***-**** * ***************@*****.***

Professional Qualities:

Seasoned General Manager of a national hotel chain. Hotel ranked #1 out of 200 corporate Red Roof Inn properties. Ranked #2 out of 17 hotels in Parsippany area on TripAdvisor.com. Graduated from a major university with a B.A. in Hospitality and Tourism Management. Received numerous awards for leadership excellence from major hotel chains. Conversational Spanish skills and proficient in over 30 computer programs.

Experience:

Red Roof Inn – Parsippany (New York City) General Manager

Parsippany, New Jersey 2010 to Current

•Responsible for all aspects of a 108 room property including Front Desk, Housekeeping, Laundry & Maintenance

•Currently ranked #1 out of 200 corporate owned Red Roof Inns, an increase of 150+ positions during my tenure

•Improved Hotel rankings on Trip Advisor.com to #2 in Market from #7 out of 17 hotels in the Parsippany area

•Awarded the Trip Advisor Excellence Award in 2011 and 2012 for 4 of 5 recommendation on TripAdvisor.com

•Overachieved annual revenue plan by nearly $400,000 over committed annual target for 2011

•Dominated our competitive set in 2012 on the STR report with a RevPAR index of 122%

•Attained new business accounts that resulted in over $200,000 in additional revenue for the hotel

•Received two satisfactory internal audits on running a successful hotel for 2011 and 2012

•Named the District Trip Advisor Champion in charge of producing monthly reports and rankings for the District

•Maintained a 98.5% Signature quality score for reservation experience, top 5 for all Red Roof Inns

•Set clear policies for running the hotel to ensure ongoing success and eliminate guest problems

•Initiated and led a maintenance program to rehab guestrooms to improve quality at a minimum expense

•Managed team of 20 employees, hiring new members of the staff in all departments of the hotel

Red Roof Inn – Philadelphia Airport Assistant General Manager

Philadelphia, PA 2009 to 2010

•Responsible for all aspect of the property including Maintenance, Housekeeping, Laundry and Front Desk

•Received one month Red Roof Inn Management Training in the corporate office in Columbus, Ohio

•Managed a very busy 135 room airport hotel including managing the budget, orders, hiring, firing and payroll

•Led a special project for the company to help translate the Redroof.com website to Spanish

Sheraton Garden Grove – Anaheim South Hotel Director of Operations

Garden Grove, California 2008 to 2009

•Successfully opened a new 285 room hotel near Disneyland following all Sheraton brand standards

•Set up and debugged new property management system and recognized as the property expert trainer

•Hired and trained 40+ employees for Front Office & Housekeeping departments on all aspects of the hotel

•Managed the Front Office and Housekeeping departments in scheduling and budgeting for 40+ employees

•Led the Front Office and Housekeeping departments to give excellent customer service

•Recognized for detailed and clear communication to co-workers, both verbal and written

•Certified Sheraton Property Service Culture Trainer & awarded Manager of the Month

The Fairmont Newport Beach Assistant Front Office Manager

Newport Beach, California 2008

•Responsible for 20+ employees in providing the highest level of guest satisfaction at a four Diamond property

•Scheduled 20+ employees and balanced the payroll to meet business demands, as a result saved time & money

The Polynesian Cultural Center Restaurant Supervisor

Laie, Hawaii 2006 to 2007

•Responsible for 30+ employees and Team Leaders to provide excellent guest service at the #1 tourist attraction

•Created new training program which increased employee knowledge and skills, as a result guests from around the world were able to fully enjoy the authentic Hawaiian experience we provided and feel the warm spirit of Aloha

•Awarded Supervisor and Leader of the Month for excellence in employee management and teamwork

Education:

Brigham Young University- Hawaii B.A. Hospitality & Tourism Management

Laie, Hawaii December 2007

•Awarded Leadership Scholarship, President of Focus Film Club and member of eight international culture clubs

Professional Skills:

Spanish Speaking Skills, Communication Skills, Management Skills, Leadership Skills, Customer Service Skills, Organizational Skills, Teamwork Skills, Computer Skills, Problem Solving Skills, Presentation Skills, Budgeting Skills, Efficiency Skills, Interviewing Skills, Delegation Skills, Coaching Skills, Training Skills.

Computer System Expertise:

Microsoft Office, Word, PowerPoint, Excel, Access, Word Perfect, Galaxy, Lightspeed, PMS, Outlook, Opera Fidelio, SUN, MARSHA, LMS, Micros, On Command, Onity, Lodgenet, POS, Internet, Payment Net, RediStay, TimeSaver, ADP, Fidelio, Dollars on the Net, Safemark, SelfService, CPI, Reveal

Awards:

Eagle Scout Award – Highest achievement in the Boy Scouts of America

Trip Advisor Excellence Award for 2011 and 2012

Sheraton Manager of the Month & Sheraton Certified Service Culture Trainer

Marriott’s Outstanding Guest Service Award, Spirit to Serve Award & the Marriott Multi-Diamond Award

Polynesian Cultural Center’s Leader and Supervisor of the Month Awards

Leadership Scholarship Award

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