Customer Service Manager
Resume:
Ann M. Tyquiengco
Fredericksburg, VA 22405
Cell: 540-***-****
Email: ***********@*****.***
Over 17 years in Management, Accounting, Auditing, Training and Customer Service Operations in Retail and Hotel Operations environment.
• Exceed corporate sales goals in all areas of responsibilities.
• Extensive background in Hotel, human resources and Customer Service operations.
• Responsible for property management in a fast paced hotel environment.
• Outstanding communications skills; gives concise instructions and lessons enabling others to learn via explanation, demonstration and supervised practice.
• Primary trainer for all new employees.
• Fluent in the German Language.
• Experienced in hotel startup and operations
• A hands on Manager that is skilled on all facets of hotel operations
PROFESSIONAL EXPERIENCE
General Manager Value Place, Gainesville VA 2011-Present
• Effectively managed all daily operations to include Sales and Marketing.
• Responsible for all employees Clean & Safe training requirements to include certifying all employees on a weekly basis.
• Increased ADR and Occupancy by 35% achieving the highest Revenue Budget.
• Effectively managed Brand Standard requirement’s achieving Value Place’s highest QAR Score with a 94.01.
General Manager Comfort Suites/Quality Inn, Fredericksburg, VA 2007-2011
• Overseen the construction and opening of the Comfort Suites
• Coordinated with contractors to ensure that all contractual requirements were achieved.
• Worked closely with the hotel design staff to maximize the hotel presentation and atmosphere.
• Hired and trained a staff of 30 employees on all facets of hotel operations.
• Negotiated local rates with surrounding business’s and government agencies.
• Worked closely with owner to ensure budget requirements were implemented.
• Responsible of all brand standards and QAR scores, achieving Platinum and Gold Awards.
• Reduced operating expenses, while increasing revenue and customer satisfaction ratings.
• Successful in the implementation of yearly events that contributed to organizations such as; Susan B Komen foundation, Room to rebuild, Toys for Tots, and the SPCA.
General Manager Hampton Inn Manassas, VA 2006-2007
• Effectively managed the daily operations and training of a staff of 49 employees.
• Implemented sales strategy protocol to all management staff to capture overall market share within comp set region.
• Increased Customer Loyalty Surveys by 50%.
• Increased ADR by 40% over last year performance indicators.
• Managed and trained all management staff on all hotel functions to increase revenue and customer loyalty program.
• Increased hotel ranking brand standards by 214% over previous years ranking.
• Continues to review all operational procedures to maximize hotel operations and procedures.
General Manager Quality Inn Iwo Jima, VA 2005-2006
• Responsible for the daily operations and training of a staff of 41 employees.
• Manages the hotel profit and loss accountability, which resulted in less overhead expenditure and has exceeded corporate expectations for the last quarter.
• Improved the Choice Hotel scores by 40% in each Department.
• Increased ADR by 125% from previous quarter sales.
• Trained Front Office staff to reflect a higher level of Customer Service, which resulted in an increase of 45% Occupancy.
Store Manager Fas Mart, Dalhgren, VA 2004-2005
• Managed the daily operation and training of all staff.
• Increased store sales by 30%.
• Responsible for budgeting, scheduling and payroll requirements.
• Inspected the auditing and monthly inventory audits for compliance with Corporate Policies and Procedure requirements.
• Controlled the delivery of all merchandise and coordinated with Venders to ensure all Merchandise are properly accounted for,
• Responsible for following all environmental guide line by OSHA.
• Enhanced the overall appearance and operation of the store by training the staff to be an effective customer service oriented associate.
Merchandise Manager 2003-2004 Linen n Things, Fredericksburg, VA
• Responsible for the hiring and training of 18 cashiers and customer service associates, to include work schedules and employee file management.
• Increased departmental sales in the Lighting and Decorative House Wares by 35% from the previous year’s sales goals.
• Supervises the ordering of all merchandise and controls the Damage and Loss Prevention Department of the store.
General Manager 1999-2003 Comfort Inn, Stafford, VA
• Responsible for the daily operations and training of a staff of 26 employees. Trains all associates on customer service work ethics to include Hotel sales approach and closing high end customers. Observes associates on in bound calls and ensures that a higher rate is achieved by enhancing the sales pitch via coaching and training.
• Implemented Standard Operating Procedures (SOP) to enhance hotel operations and procedures, resulting in achieving 3 Gold Award Customer Recognition Awards from Choice Hotels Corporation.
• Supervises all management staff and their associates, ensuring that all primary staff operations functions are completed in accordance with the hotel SOP, by incorporating sales call training for both inbound and outbound calls and meetings. Trains all associates on managing and executing multiple jobs to ensure maximum coverage at all times, by incorporating monthly training/prevention classes and hands on training on all facets of hotel operations and security.
• Facilitates weekly meetings with management and staff to promote and increase sales calls, via inbound and outbound calls, which has significantly increased occupancy levels and revenue by 25% for the past 3 years.
• Manages the hotel profit and loss accountability that has resulted in less overhead expenditure and has exceeded corporate expectations in realized profit for the past 3 years.
• Initiates sales presentations with the Director of Sales to local State and Federal organizations in the surrounding areas, to maximize group and sporting group sales requirements.
Assistant General Manager 1998-2000 Comfort Inn, Stafford VA
• Assists the General Manager in all facets of human resources and property management.
• Instituted training doctrine that resulted in enhanced customer service and human resources operations that contributed directly to an increase of 100% in customer service services satisfaction and revenue from the previous year.
• Responsible for the training of all new employees to include monthly counseling’s and all facets of human resources operations.
• Selected to represent the Comfort Inn as the Choice Hotels Corporation, Hero of the Year Award.
Night Manager/Senior Auditor 1997-1999
Central Park Hotel, Fredericksburg, VA
• Responsible for processing, correcting and validating all major accounts holders in a fast paced hotel industry with a 100% accuracy rate, to include End of Month/Year audits.
• Supervised the training and career growth of 2 relief auditors in include follow on duty as Safety Manager.
• Manages all facets of accounts payable, receiving and report distribution to the Division Managers. Recognized as the Employee of the Month for outstanding job performance.
• Assistant Front Desk Manager resolving customer complaints and counseling employees.
Computer skills: Knowledge in the use of automation, multi-media equipment and software to include Microsoft Office, Inn Star Processing, Hilton Reservation System and software applications, Guest Plus, Lodge Net, Tim Lox, Windows 98-NT and Internet Applications.
American Hotel and Lodging (CHA) 2008
Hilton Certified General Manager Course 2007
LNT University Manager Training 2005
Registered Nurse Certified 2004
Training Management Course 2002
Leadership Management Course 2002
Insurance and OSFIA Law 2002
Revenue Improvement Course 2002
Sales and Marketing Management Course 2002
Human Resources Management Course 2002
Choice Hotel Certified Management Course (Core certified) 2001
Common Management Course 2001
Maintenance Management Course 2001
Customer Service/Complaint Prevention Course 2006
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