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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx

Experienced managerial/operations professional with 10+ years of experience within high-stress environments with a keen ability to lead others and manage daily operations within the hospitality industry. Experienced in coordinating large-scale events, supervising staff members, developing operational strategies, and diffusing difficult customer service situations. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively managing complex projects.

Key Competencies


         Operations Management

         Customer Service

         Staff Management

         Vendor Management

         Hospitality Industry

         Strategy Implementation


         Employee Development

         Process Improvement

         Attention to Detail

         Complex Problem Solving

         Team Leadership


Professional Experience

PRM Hotels, Orlando, FL 2014-Present

Sales Coordinator

  Direct several administrative and operational functions within a high-stress hospitality environment with a concentration on improving customer satisfaction and retention levels

  Support the Director of Sales with several functions which include preparing/reviewing customer contracts, processing purchase orders, coordinating meetings, and developing reports

  Facilitate the completion both site inspections and show-rounds as directed by management along with playing a lead role in planning comprehensive sales activities

  Utilize superior technical acumen in order to successfully utilize Opera, Visual Matrix, and Choice Advantage software systems on a daily basis


Best Western PLUS-LTD, Chesapeake, VA 2012-2014

Guest Services Manager

  Managed all daily operations within a fast-paced hotel which included diffusing difficult customer situations, supervising staff members, and training new employees

  Provided individualized coaching to staff members, handled employee relations issues, and oversaw several financial/accounting tasks such as invoices and account reconciliation

  Created in-depth reports for management while simultaneously monitoring customer service levels


Stay Bridge Suites IHG, Chesapeake, VA 2007-2012

Guest Services Manager

  Coordinated all operational functions within the organization which included monitoring guest check in/check out procedures and developing unique solutions to customer service issues

  Managed several human resources operations such as new hire training, safety procedure development, and regulatory code compliance


Additional Professional Experience Includes: Sales/Personalized Services, NEXCOM Naval Facility (2001-2006) and Reservation Sales Agent, Trans World Airlines (1998-2001)


Professional Development


Certified Hospitality Supervisor, American Hotel & Lodging Educational Institute

Foundations of Leadership, Crestline University

Guest Services Manager Training, InterContinental Hotels group

Supervision in Hospitality Industry, American Hotel & Lodging Educational Institute

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