Amanda Skinner
Louisville,KY
Summary
Dedicated and meticulous Hospitality Manager with over 19 years of combined experience in hotels and higher eduction. Excelling at prioritizing, completing multiple tasks simultaneously, and achieving project goals. Flexible and focused team player with unique skillset to streamline operations from within.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Human Resources Manager
Hyatt Regency - Aimbridge Hospitality
- Approaches all encounters with guests and employees in an attentive friendly courteous and service-oriented manner
- Responsible for all aspects related to the hiring of associates (i.e
- Advertisements job postings recruiting interviewing processing transfers orientation etc.)
- Responsible for all internal associate transactions & processes (i.e
- Promotion transfer performance review termination etc.) Implements and monitors employee relations and incentive programs; resolves issues as they arise
- Coordinates publishes and distributes employee newsletter
- Conducts all benefit's orientations and 401K enrollment meetings
- Manages COBRA program (property specific) Ensures all employee evaluations are completed in an accurate and timely manner Ensures compliance with all applicable employment practices and procedures
- Responsible for the accurate administration of associate compensation and benefits
- Investigates and manages workers compensation claims and hotel safety related issues
- Administrates facilitates monitors maintains and communicates Aimbridge Hospitality policies and procedures
- Maintains associate and property Human Resource documents records and files as required by government regulations and Aimbridge Hospitality policies and procedures
- Represent the HR department in a professional and respectful manner and maintains an open-door policy
- Ensures staff compliance with HR policies and procedures
- Updates and submits required reports in a timely manner
- Become a certified trainer in all current HR training modules
- Maintains Employee of Month/Year program and maintains the suggestion box program
- Participates in and monitors orientation and training programs
- Ensures managers are using positive coaching counseling and discipline to address issues/concerns
- Ensures Employee Opinion Survey is completed by all employees
- Condenses and expedites paperwork develops internal communications improves record keeping
- Manages resume and application files Develops and monitors recruitment resources
- Conveys information and ideas clearly
- Evaluates and selects among alternative courses of action quickly and accurately
- Routinely meets deadlines and demonstrates the ability to multi task
- Demonstrates effectiveness in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary
- Assimilates complex information data etc
- From disparate sources and considers adjusts or modifies to meet the constraints of the particular need
- Works with and understands financial information and data and basic arithmetic functions
- Performs other duties as requested by management.
Front Office Manager
Hyatt Regency - Aimbridge Hospitality
- Mentored employees
- Monitored staffing levels and budget
- Actively maintained payroll and request off
- Makes and monitors schedule for business needs
- Reported potential safety issues with facility, operational procedures or staff behaviors to protect guests and personnel while minimizing legal liability
- Coached and counseled employees to enhance performance and eliminate process lags
- Guided and led office staff to optimize service delivery to employees and customers
- Resolved complaints with knowledgeable support and referred advanced cases or upset customers to my Front Office Manager as ultimate authority on Customer Service matters
- Managed office paperwork, including scanning documents and routing business correspondence
- Maintained accurate bookkeeping of important files and ran reports and delivered updates on occupancy and revenues to supervisor
- Orchestrated staff meetings to maintain open communication and quickly address any concerns
- Answered phones to respond to customer inquiries and transfer calls to appropriate staff members
- Monitored office inventory to maintain supply levels
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries
- Conducted staff performance evaluations to monitor progress and recommend professional development plan
- Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback
- Organized resources and staff necessary to handle any requirements and maintain strong service levels
- Recruited, trained and developed administrative team to support corporate growth and objectives
- Created and optimized employee schedules for shift coverage.
Assistant Front Office Manager
Hyatt Regency - Aimbridge Hospitality
- Reported potential safety issues with facility, operational procedures or staff behaviors to protect guests and personnel while minimizing legal liability
- Coached and counseled employees to enhance performance and eliminate process lags
- Guided and led office staff to optimize service delivery to employees and customers
- Resolved complaints with knowledgeable support and referred advanced cases or upset customers to my Front Office Manager as ultimate authority on Customer Service matters
- Managed office paperwork, including scanning documents and routing business correspondence
- Maintained accurate bookkeeping of important files and ran reports and delivered updates on occupancy and revenues to supervisor
- Orchestrated staff meetings to maintain open communication and quickly address any concerns
- Answered phones to respond to customer inquiries and transfer calls to appropriate staff members
- Monitored office inventory to maintain supply levels
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries
- Conducted staff performance evaluations to monitor progress and recommend professional development plan
- Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback
- Organized resources and staff necessary to handle any requirements and maintain strong service levels
- Recruited, trained and developed administrative team to support corporate growth and objectives
- Created and optimized employee schedules for shift coverage
- Worked with housekeeping management to help run the housekeeping department, when assistance was needed.
Front Office Supervisor
Hyatt Regency - Aimbridge Hospitality
2021.05 - 2021.11
- Fielded complaints from clients and customers and rectified issues
- Defined and documented office procedures by updating SOPs and planning comprehensive training for administrative support staff
- Kept close eye on front desk to promptly address and resolve issues
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback
- Handled supply purchases and inventory management for office operations and equipment maintenance
- Introduced all team members to latest hotel services, encouraging staff to discuss offerings with guests upon checking in
- Prepared and disseminated public information
- Supervised team of up to 20 front office employees, promoting positive work environment through effective communication, active engagement and hands-on assistance
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity
- Utilized active listening skills to quickly resolve problems and escalated larger issues to my Manager
- Coordinated the housekeeping department: scheduling, breaking boards and coordinating with bi-lingual workers.
Nursing & Allied Health Advisor
University of Georgia
2017.10 - 2019.09
- Advise for Nursing, Physical Therapy, Occupational Therapy, Genetic Counseling and other Allied Health Professions
- Assist student with long term academic planning in order to meet admissions criteria (for students not transferring out of UGA)
- Assist students with short term academic planning (for students planning to transfer out of UGA)
- Assist students with determining other majors once it is clear that the admissions criteria will not be met
- Give presentations to students, faculty and staff about the Pre-Professional Studies office and the student populations we assist
- Plan and facilitate programming for our student population, Attend Orientation(s) and recruit
- Presented students with information and resources to promote academic progress and empowered students to take responsibility for academic success
- Served as student mentor and counselor for students when academic problems and personal adjustment issues arose
- Approved all designated educational transactions, including pre-registration, drops, adds and withdrawals
- Advised students on course selection, pathways and career options
- Scheduled meetings with at-risk students to discuss methods for improving grades and bolstering learning opportunities.
Front Desk Associate
Candlewood Inn and Suites
2017.09 - 2017.10
- Worked flexible hours as needed to accomplish job duties
- Used communication and interpersonal skills to handle difficult situations with professionalism and tact
- Drove shuttle as needed.
Coordinator, Student Services
Western Kentucky University
2016.01 - 2017.08
- Advised all first and second year Family & Consumer Sciences, Hospitality Management & Dietetics and Interior Design & Fashion Merchandising students to develop long-term plans for increased retention and graduation rates
- Advise all New Orientations for students in the FACS department
- Maintained advising records and databases required for successful advising
- Provide professional advising assistance for departmental faculty as needed
- Provide interventions and referrals for students as needed
- Plan and carry out recruitment trips within the region
- Assist with development of marketing tools for student recruitment
- Participate in advising and retention initiatives conducted by the university.
Coordinator, Academic Center for Excellence
Western Kentucky University
2012.04 - 2016.01
- Hire, schedule and discipline up to 10 student assistants
- Supervise a computer lab
- Facilitate new student orientation for the College of Health and Human Services
- Coordinate welcome back events for students each semester
- Advise College of Health and Human Services exploratory pre-major and transfer students
- Work with students to develop long range academic goals and academic plans.
Advising Associate
Western Kentucky University
2011.10 - 2012.04
- Advise College of Health and Human Services exploratory, pre-major and transfer students
- Assist students with long range academic planning to meet admissions criteria
- Assist students in determine other majors once it's clear that the admissions criteria will not be met
- Attend recruiting events as needed
- Advise for new student orientation as needed.
Office Associate
Western Kentucky University
2007.11 - 2011.10
- Supervise 1-2 student assistants
- Advise students concerning the various programs offered in the Department of Allied Health
- Greet the Public, use interpersonal skills, communicate inter-departmentally in our college, as well as across campus
- Organize and multitask work request from faculty and staff
- Responsible to 8-13 faculty
- Operate office equipment including but not limited to: fax machine, multi-line phone, copier, proficient in Microsoft Word
- Read and balance operational budgets and revenue dependent budgets
- Gate Keeper for Departmental Procard
- Proficient in Banner.
Front Desk Associate
Courtyard by Marriott
2007.07 - 2007.11
- Set guest and group reservations and processed check-ins and check-outs.
Front Desk Associate
Best Western Courtyard & Resort
2007.02 - 2007.06
- Set guest and group reservations and processed check-ins and check-outs
- Worked flexible hours as needed.
Food and Beverage Supervisor
Courtyard by Marriott
2005.05 - 2007.01
- Marriott Quality Assurance (QA) scores for the Restaurant, which I was the supervisor, improved 24% from October 2005-November 2006, which was the first positive increase in two years
- Maintained proper staffing levels relative to business demands
- Supervised 3-5 full time employees
- Created staffing plans each week
- Created a SOP manual for the restaurant and meeting space
- Hotel Representative for the Bowling Green Lodging Association.
Education
Master of Science - Facility & Event Management
Western Kentucky University
Bowling Green, KY08.2017
Master of Arts - Student Affairs in Higher Education
Western Kentucky University
Bowling Green, KY05.2011
Bachelor of Science - Hotel, Restaurant And Tourism Management
Western Kentucky University
Bowling Green, KY12.2006
Skills
- Planning and organization
- Listening skills
- Teaching and coaching
- Scheduling and calendar management
- Hospitality services
- Conflict management
- Customer relations
- Career Development
- Blackboard
- Classroom Management
- Class Development
- Recruiting & Retention
Certification
American Hotel & Lodging Educational Institute:
- Hospitality Manager: Hotel Operations
- Hospitality Manager: Leadership
- Hospitality Manager: Revenue Management
- Supervisory Skill Builders: Effective Communication
- Supervisory Skill Builders: Handling Problems and Conflict
- Supervisory Skill Builders: Time Management
- Certified Tourism Ambassador
Classes Taught
Western Kentucky University:
CHHS 175: University Experience - Health and Human Services (3 hrs)
Transition to university experience. Topics include study skills, critical thinking skills, library education, campus resources, and personal development. Special emphasis on careers and degree programs related to the fields of health and human services. Field trips may be required; students responsible for own transportation. Note: For beginning college freshman or transfer students with fewer than 24 hours of degree credit.
HMD 171: Introduction to Hospitality Management (3 hrs)
Hospitality organizational management and career potentials are examined. Hospitality services are viewed from both consumer and business perspectives.
HMD 375: Meeting and Convention Management (3 hrs)
Management and evaluation of professional events. Students are responsible for any field experience expenses and transportation.
Restriction(s): Students with a semester level of Academy Junior, Academy Senior or Freshman may not enroll.
Timeline
Front Office Supervisor
Hyatt Regency - Aimbridge Hospitality
2021.05 - 2021.11
Nursing & Allied Health Advisor
University of Georgia
2017.10 - 2019.09
Front Desk Associate
Candlewood Inn and Suites
2017.09 - 2017.10
Coordinator, Student Services
Western Kentucky University
2016.01 - 2017.08
Coordinator, Academic Center for Excellence
Western Kentucky University
2012.04 - 2016.01
Advising Associate
Western Kentucky University
2011.10 - 2012.04
Office Associate
Western Kentucky University
2007.11 - 2011.10
Front Desk Associate
Courtyard by Marriott
2007.07 - 2007.11
Front Desk Associate
Best Western Courtyard & Resort
2007.02 - 2007.06
Food and Beverage Supervisor
Courtyard by Marriott
2005.05 - 2007.01
Human Resources Manager
Hyatt Regency - Aimbridge Hospitality
Front Office Manager
Hyatt Regency - Aimbridge Hospitality
Assistant Front Office Manager
Hyatt Regency - Aimbridge Hospitality
Master of Science - Facility & Event Management
Western Kentucky University
Master of Arts - Student Affairs in Higher Education
Western Kentucky University
Bachelor of Science - Hotel, Restaurant And Tourism Management
Western Kentucky University
American Hotel & Lodging Educational Institute:
- Hospitality Manager: Hotel Operations
- Hospitality Manager: Leadership
- Hospitality Manager: Revenue Management
- Supervisory Skill Builders: Effective Communication
- Supervisory Skill Builders: Handling Problems and Conflict
- Supervisory Skill Builders: Time Management
- Certified Tourism Ambassador
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