Amy Glover
Casper,WY
Summary
Driven General Manager with a proven track record at National 9 Inn Showboat Motel, enhancing customer satisfaction and profitability through strategic leadership and effective communication. Skilled in project management and interpersonal relations, successfully cultivated lasting client relationships and improved team performance metrics by over 20%.
Overview
5
5
years of professional experience
Work History
General Manager
National 9 Inn Showboat Motel
Casper, WY
11.2021 - 08.2024
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
- Streamlined inventory management processes, minimizing waste and ensuring optimal stock levels for uninterrupted operations.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Assistance Stocking Manager
Dollar Tree
Casper, WY
07.2019 - 12.2019
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
Diploma - Medical Assistant
Career College of Northern Nevada
Sparks, NV05.2007
GED 1993 - General
Albert Lowry High School
Winnemucca, NV04.1993
Skills
Exceptional interpersonal communication
Consistently meet goals
Project Management
Recruitment
Staff training/development
Client account management
Relationship building
Verbal and written communication
Efficient multi-tasker
Employee scheduling
Deadline-oriented
Food preparation and safety
Coaching and mentoring
Performance improvement
Effective leader
Timeline
General Manager
National 9 Inn Showboat Motel
11.2021 - 08.2024
Assistance Stocking Manager
Dollar Tree
07.2019 - 12.2019
Diploma - Medical Assistant
Career College of Northern Nevada
GED 1993 - General
Albert Lowry High School