Amy Hirahara
Astoria,OR
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
25
25
years of professional experience
Work History
General Manager
Holiday Inn Express Hotel Suites
02.2023 - 01.2024
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Analyzed market trends and competitor activities to create competitive advantages.
- Trained and guided team members to maintain high productivity and performance metrics.
Assistant General Manager
Holiday Inn Express Hotel Suites
07.2020 - 02.2023
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Guest Services Associate
Holiday Inn Express Hotel Suites
05.2018 - 07.2020
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Implemented innovative strategies to improve overall guest experience by soliciting feedback from customers regularly.
- Gave information about area attractions and provided directions.
- Engaged guests entering facility and offered to assistance with wayfinding.
Operations Manager
Diamond Heating, Inc
06.2014 - 04.2018
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed systems and procedures to improve operational quality and team efficiency.
- Increased profit by streamlining operations.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Maintained human resources regulatory compliance with local, state and federal laws.
- Used technologically relevant digital systems to manage payroll and benefits programs.
Installation and Service Department Coordinator
Diamond Heating, Inc
12.2005 - 06.2014
- Maintained accurate records of all service repairs, work orders, and warranty claims for easy reference and tracking.
- Multitasked efficiently under pressure to manage high call volumes during peak business periods successfully managing priority tasks simultaneously.
- Collaborated with technicians to resolve complex issues, ensuring customer satisfaction and loyalty.
- Handled escalated customer concerns promptly, resolving issues effectively while preserving positive client relationships.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
Front Desk Agent
The Crest Motel
09.1998 - 12.2005
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Education
Associate of Applied Science - Criminal Justice
Clatsop Community College
Astoria, OR12.2003
Skills
- Leadership and team building
- Problem Resolution
- Customer Relations
- Administrative Skills
- P&L Management
- Labor Cost Controls
- Customer Retention
- Project Management
- Expense Control
- Business Administration
- Human Resources Management
- Effective leader
Timeline
General Manager
Holiday Inn Express Hotel Suites
02.2023 - 01.2024
Assistant General Manager
Holiday Inn Express Hotel Suites
07.2020 - 02.2023
Guest Services Associate
Holiday Inn Express Hotel Suites
05.2018 - 07.2020
Operations Manager
Diamond Heating, Inc
06.2014 - 04.2018
Installation and Service Department Coordinator
Diamond Heating, Inc
12.2005 - 06.2014
Front Desk Agent
The Crest Motel
09.1998 - 12.2005
Associate of Applied Science - Criminal Justice
Clatsop Community College
Similar Profiles
Marijey TejadaMarijey Tejada
Front Desk Receptionist at Holiday Inn Express Hotel SuitesFront Desk Receptionist at Holiday Inn Express Hotel Suites
Nora WilliamsNora Williams
Front Desk Supervisor at Holiday Inn Express Hotel SuitesFront Desk Supervisor at Holiday Inn Express Hotel Suites
J'Nyah ElbertJ'Nyah Elbert
Front Desk Receptionist at Holiday Inn Express Hotel SuitesFront Desk Receptionist at Holiday Inn Express Hotel Suites