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Skills

  • Communications
  • Adoption of new technologies
  • Hospitality industry standards and compliance
  • Strategic selling
  • First Aid/CPR
  • Regulatory compliance
  • Process improvement
  • Merchandising operations
  • Contract negotiations and vendor relations
  • Customer service

Work Experiences

  • Analyzed occupancy trends and guest preferences.
  • Helped customers by answering their questions and completing their requests.
  • Increased sales by 7% by providing purchase advice and promoting additional products.
  • Marked down clearance items and moved merchandise to its proper location in the store.
  • Created a task schedule for Dual General Managers based on their individual strengths and knowledge of vendor management.
  • Returned change and currency and processed debit and credit card payments with a 12% accuracy rate.
  • Achieved a Excellence Award.
  • Achieved results within 18 months.
  • Reviewed sales reports in order to identify and improve sales performance, assist with inventory management, and capitalize on new trends.
  • Put in place daily operating procedures to keep the store clean, well-stocked, and organized.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved operational excellence by collaborating with corporate and regional teams to establish best practices that enhance both guest services and process efficiency.
  • Aligned resources with high-value outcomes.
  • Achieved or surpassed KPIs across operations.
  • Accomplished at integrating cutting-edge technology into operational workflows, increasing staff efficiency by 42% and improving guest satisfaction.
  • Supervisor with 11 years of experience leading talented salespeople who is results-oriented.
  • Achieved year-over-year revenue growth.
  • In-depth knowledge of all aspects of store operations, as well as the ability to identify and capitalize on improvement opportunities.
  • Achieved 16 internal promotions.

Accomplishments

  • Instituted an energy efficiency program that cut electricity costs by 54% and introduced sustainable practices that earned Innovation Award.
  • Developed a refined guest personalization strategy leveraging CRM data, resulting in a 84% boost in customer satisfaction scores.
  • Balanced guest service excellence with revenue considerations, improving RevPAR (Revenue per Available Room) by $229,000 over one year.
  • Executed a seamless hotel redesign, achieving a 53% increase in customer satisfaction and contributing to higher repeat business.
  • Coached and mentored department managers, resulting in a 27% reduction in overall employee churn within 18 months.
  • Led property to achieve Innovation Award, driving a 52% increase in customer satisfaction year-over-year.
  • Conducted in-depth market analysis that led to the implementation of new product offerings, generating a 82% increase in revenue over several months.
  • Negotiated contracts with key service providers, enabling a cost reduction of $163,000 while maintaining exceptional service quality.
  • Administered workforce development programs that led to a 81% improvement in internal promotion rates, cutting the need for external hiring by 37%.
  • Reduced staff turnover by 52% through the implementation of a mentorship program and improved work-life balance policies.

Affiliations

  • Association of Information Technology Professionals
  • International Hotel & Restaurant Association (IH&RA)
  • Lions Club
  • National Association of Social Workers
  • Project Management Institute
  • The Lodging Conference Attendee
  • Certified Revenue Management Executive (CRME)
  • Institute of Hospitality - Hospitality Managers Membership
  • American Marketing Association
  • Toastmasters

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Food Safety Manager Certification - framework
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • Certificate in Property Management - method
  • ServSafe
  • Certified Public Accountant (CPA)
  • Certified Hospitality Trainer (CHT) - Meridian
  • Project Management Professional (PMP)
  • Six Sigma Green Belt Certification – Harbor & Co.
  • Facility Management Professional (FMP) - IFMA

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