Manager Customer Service

**** ***** *** **., ** CHARLES, MISSOURI *****

314-***-**** • *************@*****.***

SHELLY J. GEFROH

OBJECTIVE

To showcase a diverse background in sales/marketing, team building, financial recovery, and property management that would be best utilized in the hospitality industry.

QUALIFIED BY

Proven dedication as a commercial account representative

Business focus which demonstrates an understanding to the company's vision, mission and strategy

Demonstrated leadership in the hotel and hospitality industry

Exemplary coaching / motivational skills at both an individual and team level

Strong PC skills (e.g., Word, Excel, Peachtree, MS Word

EXPERIENCE

Hampton Inn & Suites, Chesterfield, MO

September 2011-Current

Front Desk Agent

Greet, register, and assign rooms to guests. Issue room key and escort instructions to Bell person or directly to guest as appropriate, without announcing room numbers.

Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.

Keep records of room availability and guests’ accounts. May make, confirm and cancel reservations for guests.

I also work overtime in Housekeeping and Maintenance on my two days off.

JG Resources, Grand Rapids, Michigan

September 2008-May 2011

Asset Liquidation Manager

Fast pace utilization of freelance sales and marketing skills to recover revenue of assets

Supervise several liquidation locations during a single asset recovery project

Manage support staff and contract labor

Merchandise and market everything from fixtures to building and operational supplies

Work directly with clients, customers and hired labor

Created marketing and sales strategies to complete target close date well ahead of plan.

Organizational skills and multi tasking contribute to surpassing revenue goals

Exceptional communication and interpersonal skills contributed to building rapport

Maintain daily reports

Complete inventories and interact extensively with corporate office liquidation staff

Express Mulch/ Envirogreen, St. Louis, Missouri

April 2004 – Feb. 2008

Administrative Office Manager

Prospect, bid, measure and secure commercial landscape accounts to include city, county and government accounts.

Schedule, dispatch and route landscape teams.

Demonstrate superior customer service

Serve as first point of escalation for procedural and technical issues.

Found immediate solutions to operational, production and customer rate disputes.

Holiday Inn Express, Breaux Bridge, Louisiana

Oct 2003-Feb. 2004

Night Auditor

Assisted guests over the phone, registered guests, processed payments, and all other areas of the front desk role.

Ran preliminary computer reports for night audit.

Processes no shows and close of day.

Register arriving guests while implementing service standards.

Settle guest accounts with the ability to make good business decisions regarding discounts.

Callaway Inn Hotel and Lounge, Lafayette, Louisiana

November 2001-Oct 2003

General Manager (100 Room Hotel)

Guest Services

Managed employee personnel forms, including hiring, performance evaluations.

Inspect and document repairs and cleanliness of property to ensure optimum upkeep and repair, room cleanliness and overall property appearance. Managed property renovation for a franchise opportunity.

Managed Hotel, Housekeeping, and Cocktail Lounge.

Initially opened Hotel Cocktail Lounge and managed all aspects of this department.

Participated and monitored and ordered monthly inventory of supplies and equipment.

EDUCATION

BISMARCK SENIOR HIGH SCHOOL, Bismarck, North Dakota

May 1982

WEST PALM BEACH JUNIOR COLLEGE, Lakeworth, Florida

1989 Accounting Course

Business Management and Marketing

COMPUTER SKILLS

Proficient with most popular Windows Programs

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