Andrea Wells
Naples,FL
Summary
Dynamic Hotel General Manager with a proven track record at Tollgate Inn, excelling in guest relations and strategic planning. Enhanced occupancy rates through innovative marketing initiatives and staff training, fostering a culture of excellence. Skilled in budget oversight and committed to delivering exceptional service, driving customer satisfaction to new heights.
Overview
33
33
years of professional experience
Work History
Hotel General Manager
Tollgate Inn
01.2025 - Current
- Led daily hotel operations, ensuring seamless guest experiences and high service standards.
- Developed and implemented strategic marketing initiatives to enhance brand visibility and occupancy rates.
- Trained and mentored staff, fostering a culture of excellence and continuous improvement in service delivery.
- Analyzed guest feedback to identify areas for enhancement, driving changes that increased customer satisfaction scores.
- Oversaw maintenance operations, ensuring facilities met safety regulations and quality standards consistently.
- Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
- Managed daily operations for smooth functioning of the hotel, ensuring high-quality standards in all departments.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Hotel Manager
Comfort Inn & Suites
04.2012 - 01.2025
- Oversaw daily hotel operations, ensuring exceptional guest service and satisfaction.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Developed and implemented marketing strategies to promote hotel services.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Enhanced the hotel''s online presence through targeted marketing campaigns and social media engagement.
- Responded to guest complaints with effective solutions, turning potential negative experiences into positive ones.
- Oversaw day-to-day operations of 198-room hotel with staff of 51 employees.
Front Desk Manager
Comfort Inn & Suites
04.1999 - 04.2012
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Managed room inventory and reservations using property management systems effectively.
- Implemented operational procedures to enhance guest satisfaction and streamline workflow.
- Trained and mentored staff on customer service excellence and hotel policies.
Guest Service Agent
Baymont Inn & Suite Hotel
10.1996 - 04.1999
- Managed front desk operations, ensuring accurate check-in and check-out processes.
- Provided exceptional guest service to enhance overall customer satisfaction.
- Resolved guest inquiries and complaints promptly, fostering positive experiences.
- Collaborated with housekeeping and maintenance teams to uphold hotel standards.
Office Cashier
Publix
11.1993 - 05.1996
- Processed high volumes of cash transactions with accuracy and efficiency.
- Managed customer inquiries and resolved issues to enhance service experience.
- Trained new cashiers on operational procedures and customer service standards.
- Ensured compliance with company policies regarding cash handling and security measures.
- Collaborated with team members to optimize checkout processes and reduce wait times.
- Resolved customer disputes calmly and professionally, utilizing effective communication skills.
Education
High School Diploma -
Lely High School
Naples, FL05-1995
Skills
- Hotel operations
- Revenue management
- Budget oversight
- Sales strategy
- Market positioning
- Strategic planning
- Staff development
- Guest relations
Timeline
Hotel General Manager
Tollgate Inn
01.2025 - Current
Hotel Manager
Comfort Inn & Suites
04.2012 - 01.2025
Front Desk Manager
Comfort Inn & Suites
04.1999 - 04.2012
Guest Service Agent
Baymont Inn & Suite Hotel
10.1996 - 04.1999
Office Cashier
Publix
11.1993 - 05.1996
High School Diploma -
Lely High School