Assistant General Manager Resume

OBJECTIVE
To grow the profitability of a hotel as an Office Manager or Supervisor by leading a dynamic team to proficiency in outstanding guest service, consistent brand standards, and increased guest loyalty.

WORK EXPERIENCE

Confidential,San Antonio, TX
Front Office Associate Nov 2011- Present

Provide outstanding hospitality and guest service according to 4-Diamond Level Standards.
Greet all guests to the hotel in a warm, friendly manner; offering assistance, answering questions and making them feel totally welcomed and relaxed.
Check-in and check-out guests of a 256-all suite hotel in downtown San Antonio.
Complete daily shift reports, including VIP lists, Credit Card Authorizations, Group Arrivals, etc.
Effectively communicate all pertinent matters with fellow Associates, Management and other departments.
Maintain a personal bank of $300.
Respond to guest service recovery situations by taking initiative and following-up to ensure complete satisfaction.
Hotel currently ranked #19 on San Antonio TripAdvisor.

Confidential,San Antonio, TX
Assistant General Manager Apr 2010-May 2011

Oversee day-to-day hotel operations of a 126-room property including: the accurate accounting of daily financial data; daily, weekly, and monthly report submission to corporate offices; completion and adherence to departmental, operational, and procedural checklists; cash and check deposits to financial institutions; proficiency in computer systems and data entry; A/R, A/P, payroll, etc.
Assist the General Manager in any aspect of hotel operations when needed; or fill the role of General Manager when absent, on vacation, or at training.
Lead a highly motivated staff to proficiency in Hyatt Brand Standards and conduct regular evaluations, thus maintaining the strong level of consistency loyal guests expect across the entire brand.
Maintain the positive team attitude toward guests, management and fellow co-workers indicative of a successful, award-winning organization.
Effectively and efficiently train new Gallery Hosts according to the First Place TrainingTM model to guarantee a great guest experience.
Achieve monthly budgetary goals by accurately forecasting inventory and labor needs across departments.
Maintain exceptional MedalliaTM Guest Service Scores in all of the four critical segments: Overall Experience, Overall Accommodation, Overall Service, and Intent to Return (Average score above 65% composite of excellent 9 & 10 ratings).
Develop and implement strategic initiatives to tackle the unique challenges of constantly evolving economic conditions and their impact to the local hospitality industry.
Manage day-to-day Food & Beverage operations including: purchasing, inventory management, safety standards compliance, brand standard compliance, stocking, cooking, cleaning, etc.

Confidential, San Antonio, TX
Night Auditor/Front Desk Oct 2008-Apr 2010

Check guests in and out of a 107-room hotel according to Marriott Policy.
Manage a daily cash drawer of $250.
Anticipate needs of our guests and provide them with a refreshing Courtyard stay.
Show appreciation for and recognize all Marriott Rewards Members.
Communicate with the other departments in order to coordinate services to our guests.
Run nightly Audit and Shift reports.
Stock, inventory, and maintain the 24-hr Courtyard Market with refreshing drinks and snacks.
Communicate with Security to ensure the safety of guests and their property.
Train new front desk personnel.

Confidential,College Station, TX
Team Sports Supervisor Summer 2006-Spring 2007
Flag Football Supervisor Fall 2004-Spring 2007
Flag Football Official and Supervisor Fall 2002-Spring 2007

Oversee facilities before, during and after competition.
Assist and advise supervisors on duty.
Mediate unstable situations and resolve conflict.
Check in personnel, issue equipment and prepare fields.
Train new officials to proficiency in rules and regulations and conduct regular evaluations on game nights to ensure games are administered correctly and consistently.
Resolve conflicts or answer questions that arise during play quickly and effectively.
Prepare equipment for all shifts and have them ready on time for games.
Officiate games to ensure compliance to all rules, sportsmanship, and safety standards.

EDUCATION
Bachelor of Arts in Political Science

SKILLS
Spanish Language (Intermediate), Maestro, FOSSE, Micros, POS, WinPM, Hyatt Reserve, M3 Accounting, Russian Language (Beginner)

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