Manager Customer Service
Resume:
Michael S. Hilliard II
Atlanta, GA 30345
*******************@*****.***
DYNAMIC HOSPITALITY MANAGER with over 10 years of experience in operations management with a focus in the development and execution of core values related to employee satisfaction and retention, in addition to superior guest service resulting in continuous growth of the bottom line. Diverse industry background with broad experience in all aspects of the day to day functionality and execution of the company mission statement as it pertains to hotel operations.
CORE COMPETENCIES
- Cost Reduction Strategist
- Front Office Supervision
- Audit Experience
- Weekly/Monthly Forecasting
- Human Resources Facilitator
- Microsoft Office Proficiency
- Customer Service Management
- Team Building and Development
- Sales Margin Improvement
OPERATIONS MANAGEMENT
- Perform administrative duties including: reading and writing reports, dictating memorandums and orally communicating with guests, managers, corporate office and local associations.
- Critically review reports of occupancy and revenue with General Manager, while establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency.
- Provide guidance and leadership to the Rooms Division, ensuring consistent compliance with hotel policies and quality guest service while maximizing departmental profits.
- Implement and manage hotel daily quality process including goal attainment, communication, associate improvement, and compliance with corporate standards of product and performance, service recovery and problem resolution.
FORECASTING, BUDGETING AND FINANCIAL MANAGEMENT
- Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Telephone, Housekeeping Services, Front Office, Laundry, Concierge and Guest Services.
- Revamped Accounts Payable and tax reconciliation procedures; reduced Accounts Payable aging from $135,000 to $32,000 in three months.
- Managed accounts receivable, daily cash flow deposits, petty cash balancing and paid-outs, month-end tax reconciliation from room revenue, and charge back disputes.
- Assist proactively with cost containment revenue enhancement, profit improvement opportunities and safe guarding of the company’s assets
GUEST SERVICE EXPERIENCE
- Implement company programs and supervise daily operations to comply with SOP’s maximize revenue, and motivate associates to ensure an optimal level of quality service.
- Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly. Prepare written correspondence to guests.
- Resolve customer complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate extenuating circumstances.
- Elevated hotel guest-satisfaction index from 78% to 92% within 16 months; ensured the swift resolution of customer issues to preserve customer loyalty.
TRAINING AND CULTURE DEVELOPMENT
- Conduct HR functions to include recruitment of candidates using various sources, applicant prescreening through assessment of skills and interview all qualified candidates. Complete reference, drug and background checks and make all final offers of employment. Administer all company benefits.
- Implemented management mentoring program and introduced training programs that enhanced employee performance and helped build a motivated workforce.
- Reduced hourly staff turnover by 70% from 2007 to 2008, benchmarking a record-setting improvement in staff retention due to the success of employee development and morale-building programs.
- Oversee the property’s PMS migration from Fidelio to Opera and supervise the training of hotel management and hourly employees.
PROFESSIONAL EXPERIENCE
- Crescent Hotels & Resorts, Atlanta, GA
Director of Operations, 2009 to Present
- Wyndham Hotels & Resorts, Atlanta, GA
Guest Services Manager, 2007 to 2008
Assistant Guest Services Manager, 2004 to 2007
- South Beach Bistro & Bar, Atlanta, GA
Night Supervisor, 2005 to 2007
- The Doubletree Hotel, Atlanta, GA
Controller, 2003 to 2004
Night Auditor, 2001 to 2003
- Circuit City, Atlanta, GA
Assistant Store Manager, 2000 to 2003
Sales Consultant, 1998 to 2000
EDUCATION
- Morehouse College, Atlanta, GA
Business Management Administration, 2002
PROFESSIONAL DEVELOPMENT
- Crescent Hotels & Resorts: E-Verify Certified, 2012
- Crescent Hotels & Resorts: Automatic Data Processing/Timesaver, 2012
- Crescent Hotels & Resorts: CompuPay Payroll Services, 2012
- Disney Resorts: By-Request Quality of Service, 2011
- Crescent Hotels & Resorts: Leadership and Professional Development, 2011
- Wyndham Hotels & Resorts: Micros Opera Property Management System Training, 2008
- Wyndham Hotel & Resorts: By-Request Service, 2007
AWARDS AND RECOGNITION
- “Rising Star” Leader of the Quarter – Crescent Hotels & Resorts, Fall 2010, Spring 2011
- “Hero of Hospitality Award” – Wyndham Hotels & Resorts Fall 2008
- Sales Manager of the Month – Circuit City, Fall 2003
- Sales Associate of the Month – Circuit City, September 2000, October 2000
REFERENCES
Personal and professional references available upon request
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