Amber Bratten
Summary
Outgoing professional with a background managing employees, issues and administrative and accounting tasks in fast-paced environments. A highly visible and friendly Sales and Operations Manager promoting exemplary talents in customer service, policies and procedures' oversight and facility security and maintenance measures.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
Work History
Community Manager
Stonebridge at Twin Peaks - Asset Living
05.2022 - 08.2023
- Ultimately responsible for all aspects of community operations, resident service and maintenance needs, documentation of incidents, vendor contracting, project management, team building, accounting and payroll
- Pre and Post Move Out Inspections, Dispositions, Renewals, Delinquency, Reporting, Made Ready home inspections, Leasing, Budgeting, reclass and accruals, Marketing, scheduling, Administration, organization and upkeep of corporate and resident files
- Handling resident requests, complaints, conflicts and emergencies
- Promote an inviting, trusting, pleasant atmosphere in the clubhouse
- M100 completed and CMCA completion underway
- Training: Fair Housing, Yardi - Voyager/CRM, Crime Free Equipment and Operating Systems
- Yardi, Outlook, Office Suite, iPod, monday.com
Assistant Community Manager
Griffis Union Station - Griffis Residential
12.2020 - 05.2022
- Pre and Post Move Out Inspections, Final Account Statements, Inventory/Ordering, Forecasting, Zone Inspections, Made Ready home inspections, Leasing Duties, when needed
- Helping in any way to keep it all flowing! Mentoring new Griffis members as a participant of the Peer Training program
- Increasing Other Income by promoting amenity reservations and rentable items
- Keeping Delinquency low by working closely with residents who fall behind to understand their options, shape their expectations and learn their possibilities
- Being incredibly knowledgeable of property and able to give informative, inviting and enjoyable tours to new prospects while incorporating iPads
- Communication liaison between team members, management and residents
- Administration, organization and upkeep of resident files
- Proper marketing and record keeping of rentable items
- Handling resident requests, complaints, conflicts and emergencies
- Assist in marketing activities and upkeep of resident portal
- Promote an inviting, trusting, pleasant atmosphere in the clubhouse
- Cross training with CM
- Training: Fair Housing, OneSite, PowerPro, Yieldstar, ERAP
- Equipment and Operating Systems: OneSite, Knock, Outlook, Office Suite, iPod, Nest, Butterfly, STRATIS, Galaxy
Reservations Supervisor
Vail Resorts
10.2019 - 04.2020
- Reservations Supervisor at Breckenridge and Keystone Colorado reservations call center
- Responsibilities include assisting travel consultants with questions or reservation modifications, assisting guests in special circumstances, compiling reports for forecasting, monitoring voicemail and email inboxes, assigning leads, corresponding with third party properties, booking comp reservations, charging final payments, resolving guest issues, consultant lunch and meeting scheduling, and training
- Created and presented training to travel consultants
- Created spreadsheet templates for lunch and meeting schedule, lead assignments, and report formulation.
Destination Expert
Vail Resorts
08.2019 - 10.2019
- Starting our guests "Experience of a Lifetime" with excellent guest service while booking accomodations to best suit guest needs - Vail owned or third party, lessons, gear, EPIC and daily passes, EPIC shuttle, Hertz rental car, trip insurance, upselling and recommending resources for other on-mountain activities, dining, clothing rental, grocery delivery. Full service reservationist.
- Extensive on resort training in accommodations, dining, and activities
- Ongoing training in leadership, sales, guest service, and safety
- Equipment and Operating Systems: NAVIS CRM, Inntopia, Outlook, Microsoft Teams, WYSE terminal, Starkey, RSA
Dual General Manager
Wingate / Hawthorn Suites
02.2019 - 08.2019
- GM of existing Wingate Inn & Suites
- Worked closely with owner in the construction and inspection of new Hawthorn Suites built attached to existing building
- Opened Hawthorn Suites as Dual GM
- Both AAA rated three diamond
- Charged with overall performance of hotel
- Hiring, training, coaching incredible personnel in competitive market
- Oversee managers of each department: Front Desk/Sales, Housekeeping, Maintenance, Revenue Management, Social Media Management
- Budget management, Accounting, Rate management, Report compilation for management company and owner including Payroll
- Safety training and forms such as service animals and emergency procedures
- Accompany brand and AAA inspectors
- Accomplishments: Design SOPs and forms for all aspects of all departments for upkeep and organization within and between departments as well as implementing electronic logs shared across departments for smooth communication
- Increased revenue month over month from previous year
- Training: Wyndham Sales, Expedia, Chemical and equipment
- Equipment and Operating Systems: OPERA, Outlook, Office Suite, QuickBooks, STAR report, OTAs, Social Media, Brand Sites, Independent Site, Fire sprinkler system, Boilers, Pool/Hot Tub, Fitness Equipment, Door Key system, Elevator
Assistant General Manager
Best Western Plus Plaza Hotel
07.2018 - 01.2019
- Assist in managing all aspects of a 210 room, three diamond, full-service hotel in a very hands-on manner
- Tasked with reshaping the front desk and housekeeping departments
- Recruit, Interview, Hire, Train, Coach, Mentor, Schedule, Inventory, Budget, Forecasting, Reporting, Extranet Monitoring, Vendor Contact, Community Relations
- Accompany brand and AAA inspectors
- Accomplishments: Trained staff on pilot version of the new, cloud-based Visual Matrix property management system- moved from OPERA
- Created and implemented new standard operating policies and procedures to increase employee knowledge of hospitality industry and culture while improving guest service and team morale
- Created job specific tools to conquer language barriers in the housekeeping department
- Hired and cultivated team members to create front desk supervisory positions
- Achieved all laundry needs in house, where 100% was outgoing previously, accomplished 95% housekeeping tasks with hourly payroll employees rather than temp agency employees
- Equipment and Operating Systems: OPERA, Visual Matrix, OTAs, Outlook, Office Suite, STAR report, Social Media, Brand Sites, QuickBooks, Fire sprinkler system, Boilers, Pool/Hot Tub, Fitness Equipment, Door Key system, Elevator
Sales Manager
Best Western Plus Plaza Hotel
08.2017 - 07.2018
- Sales Manager for 210 room, three diamond, full-service hotel and convention center
- Major sales focus on National Accounts, Groups, LNR and T&T
- Marketing and promotion of hotel and convention center
- Fifty percent outside sales calls, marketing and networking efforts
- Maintain relationships with clients, vendors, partners, Chamber of Commerce, Visit Longmont, company admins, travel agents, online booking companies and comp set
- Walk through on site tours with potential clients and assist with any aspect of hotel or convention center
- Being the face of the company, always on, in a growing market with small town values
- Accomplishments: Increased occupancy month over month
- Created marketing material
- Hosted booths at sponsored events and tradeshows to establish community rapport and gain exposure
- Designed welcome campaigns for groups and VIP guests
- Equipment and Operating Systems: OPERA, OTAs, Outlook, Office Suite, STAR report, Social Media, Brand Sites
Leasing Consultant
Griffis North Metro
04.2016 - 08.2017
- Providing incomparable guest service to residents
- Being incredibly knowledgeable of property and able to give informative, inviting and enjoyable tours to new prospects while incorporating iPads
- Mentoring new employees and interns on all aspects of sales operations
- Keeping up to date on all laws, rules and regulations regarding our industry
- Communication liaison between team members, management and residents
- Administration, organization and upkeep of resident files
- Proper marketing and record keeping of rentable items
- Handling resident requests, complaints, conflicts and emergencies
- Assist in marketing activities and upkeep of resident portal
- Promote an inviting, trusting, pleasant atmosphere in the clubhouse
- In training for Assistant Manager duties before returning to hotel industry when Northglenn property sold
- Training: Fair Housing, OneSite, PowerPro
- Equipment and Operating Systems: OneSite, Outlook, Office Suite, iPod, Egg - package system, Nest
Sales Manager
Holiday Inn Express
01.2016 - 04.2016
- Worked hand-in-hand with the General Manager to ensure the successful operation of a gorgeous newly built hotel just minutes from downtown Golden
- Brought in several local and corporate accounts for room nights, groups and meeting space
- Set firm pricing of meeting space and rentable items based on comp set then increased exposure within the local community and online
- In charge of group sales and marketing
- Setting prices based on expected occupancy, creating contracts, obtaining online links for reservations and ensuring guest satisfaction
- Utilized several web based platforms for marketing activities such as: answering reviews in a timely fashion and tailoring reviews to customer source and loyalty tier as well as handling unsatisfied guests complaints, gaining new clientele by offering packages, adjusting pricing according to comp set, supply/demand and event planning, reviewing data across all platforms to gauge performance of marketing pursuits and employee performance
- To fulfill my role as Loyalty Champion I continually trained entire staff on the loyalty program and audited all aspects of accounting for points, discounts and stay reimbursement
- Designed templates for meeting room space and group contracts, hotel operations, employee checklists for each department and task checklists for each shift and SOPs
- Interviewed and trained new employees.
Dual General Manager
Woodspring Suites
08.2014 - 08.2015
- Responsible for revenue management, accounting, human resources, solution finding, sales & marketing, daily operations, scheduling, training, coaching, and inspiring at Woodspring Suites
- Increased revenue stream by marketing the property to a different guest type
- Consistently exceeded occupancy and revenue goals
- Created and maintained a clean and safe environment with a stellar service atmosphere by hiring and training super star employees! Training: Weeks of intensive and ongoing training programs on and off site that were massively informative
- This resulted in an incredibly well informed, well inspired staff and a clean, safe hotel
- The training focused on housekeeping, guest service & safety (PPE, fire systems, emergency preparedness)
- Skills Used: Leadership, Passion, Drive, Ambition, Persistence, Guest Service
Assistant Hotel Manager
Woodspring Suites
05.2011 - 03.2013
- Management duties include: sales and marketing, scheduling, guest services, inventory management, ordering and receiving supplies, reservations, training employees, and assignment of daily tasks
- Perform daily and weekly inspections of rooms and corridors after maintenance and housekeeping
- Responsible for assisting with overall daily operations and hotel business management including reservations, special request handling, and problem resolution
- Have built strong marketing contacts and have a large number of return business guests and referrals.
Branch Manager/Office Manager/Lead Staffing Coordinator
Home Healthcare Connection
07.2007 - 11.2009
- Duties included: human resources, marketing, business information, scheduling, inventory, staffing, and payroll
- Responsible for hiring nursing staff to fill private duty nursing positions
- Staffing nurses in client homes
- Managed the Parsons branch office
- Prepared payroll and managed petty cash for entire department
- Maintained client charts and employee files
- Acted as liaison to main office in Wichita
- Interviewed and hired employees for home health care and as needed positions
- Enforced background check and drug testing program for new employees
- Handled all inventory management and ordering of office and medical supplies.
Regional Manager / General Manager
Best Western
10.2004 - 05.2007
- Regional Manager: Responsible for management of operations for six independently owned hotels throughout the state of Kansas
- Managed overall operations including: sales and marketing, guest services, purchasing, inventory, reservations, human resources, payroll, and business management
- Traveled to properties within the group to assess upkeep through evaluation of site managers and inspection of properties
- Trained and maintained staff for all properties
- Created policy and procedure guides and guidelines for all aspects of hotel operation and implemented at all properties
- Organized staff work areas and trained employees to follow the business structure
- Handled scheduling of special events and meeting room reservation system
- Acted in the owners absence for management meetings
- General Manager: Best Western Parsons Inn: Responsible for operating one 62 room hotel in Parsons Kansas
- Hired, trained, and scheduled all hotel employees with a very low turnover rate
- Monthly inventory and ordering
- Created and nurtured valuable marketing contacts
- Maintained excellent rev par and inspection scores
- Hotel was awarded many awards from Best Western under my management
- Attended Best Western seminars and training.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
Associate in Business Administration -
Labette Community College
Parsons, KSSkills
Systems and Programs:
Mac and PC proficient
Hospitality
Oracle/OPERA, Visual Matrix, Inntopia, OTAs, brand sites
Housing
Yardi-Voyager, OneSite, RentCafe, PowerPro, Yieldstar
CRM
Knock, Mondaycom, CRM, NAVIS
Payroll
ADP, UKG, Atlas, PeopleSoft, Quickbooks
General
Outlook, Google, Microsoft Office- all programs
Key/Smart Device Management
Nest, Butterfly, STRATIS, Galaxy, ONITY, Hue, Google
Demonstrated Skills:
- Property Management
- Property Inspections
- Hospitality Sales & Management
- Accounts Payable/Receivable
- Sales and Marketing
- Public Speaking
- Human Resources
- Records Management
- Complaints Investigation
- Property Tours
- Schedule Planning
- Property Service Contract Administration
- Fair housing mandates
- Vendor Management
- Maintenance Oversight
- Community Engagement
- Conflict handling
- Property tours and inspections
- Leasing and sales
- Vacancy Marketing
- Facilities Management Software
- Revenue Generation
- Shift Scheduling
- Assignment Delegation
- Community Relations
- Marketing Management
- Group Bookings
- Special Event Coordination
- Outstanding communication skills
- Safety Procedures
- Office and staff streamlining
- Supply Purchasing
- Brand Management
- Travel Planning/Reservations
- Account Administration
- Budget Implementation
- Reservations Management
- Inventory Management
- Staff Supervision
- Room Inspections
- Expense Reports
- Quickbooks
- Records Maintenance
- Deposits Management
- Video Surveillance
- Employee Performance Management
Certification
- Crime Free Housing Program, 05/2022, 05/2023
- Toastmasters Sure Speaker Society- Public Speaking
Additional Information
I began my hospitality career at the front desk of two gorgeous full service hotels:
www.portocallhotel.com
http://www.marriott.com/hotels/travel/piamc-peoria-marriott-pere-marquette/
Timeline
Community Manager
Stonebridge at Twin Peaks - Asset Living
05.2022 - 08.2023
Assistant Community Manager
Griffis Union Station - Griffis Residential
12.2020 - 05.2022
Reservations Supervisor
Vail Resorts
10.2019 - 04.2020
Destination Expert
Vail Resorts
08.2019 - 10.2019
Dual General Manager
Wingate / Hawthorn Suites
02.2019 - 08.2019
Assistant General Manager
Best Western Plus Plaza Hotel
07.2018 - 01.2019
Sales Manager
Best Western Plus Plaza Hotel
08.2017 - 07.2018
Leasing Consultant
Griffis North Metro
04.2016 - 08.2017
Sales Manager
Holiday Inn Express
01.2016 - 04.2016
Dual General Manager
Woodspring Suites
08.2014 - 08.2015
Assistant Hotel Manager
Woodspring Suites
05.2011 - 03.2013
Branch Manager/Office Manager/Lead Staffing Coordinator
Home Healthcare Connection
07.2007 - 11.2009
Regional Manager / General Manager
Best Western
10.2004 - 05.2007
Associate in Business Administration -
Labette Community College