Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Andrea Zutler

Reston,VA

Summary

Dynamic operations leader with a proven track record at Courtney Pierce Agency, enhancing operational efficiency and driving strategic initiatives. Skilled in process improvement and team development, I foster collaboration and deliver exceptional customer experiences. Adept at mentoring staff, I implement quality assurance measures that elevate performance and engagement across teams.

Operations professional with strong background in managing complex projects and driving operational excellence. Known for collaborative approach and commitment to delivering high-quality results. Dependable and adaptable, consistently meeting changing demands of business. Proven skills in strategic planning and team leadership.

Overview

7
7
years of professional experience

Work History

Director of Operations and Agency Management

Courtney Pierce Agency
08.2020 - Current
  • Supported operational workflow through efficient scheduling and resource allocation.
  • Assisted in developing standard operating procedures to enhance team performance.
  • Learned to utilize inventory management systems for tracking supplies and equipment.
  • Coordinated communication between departments to streamline processes and improve collaboration.
  • Observed and recorded operational metrics to identify areas for improvement.
  • Contributed to safety training initiatives, ensuring compliance with organizational standards.
  • Adapted quickly to changing priorities, maintaining focus on operational goals.
  • Engaged in problem-solving sessions, offering insights for process enhancements.
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
  • Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
  • Mentored and coached team members to foster productive and engaging work environment.
  • Defined, implemented, and revised operational policies and guidelines.
  • Analyzed business operations and implemented strategies to improve operational cohesiveness.
  • Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
  • Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.

Front Desk Supervisor

Wurzak Hotel
03.2019 - 08.2020
  • Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
  • Trained and mentored new front desk staff on customer service standards and hotel policies.
  • Implemented scheduling systems to optimize staff coverage during peak hours.
  • Resolved guest complaints promptly, enhancing overall satisfaction and loyalty.
  • Coordinated with housekeeping and maintenance teams to ensure room readiness for guests.
  • Monitored inventory of office supplies and ordered as necessary to maintain operations.
  • Developed training materials to improve onboarding processes for new hires.
  • Analyzed front desk performance metrics to identify areas for process improvement.
  • Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
  • Scheduled and assigned daily work and activities for team members.
  • Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
  • Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
  • Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
  • Collected room deposits, fees, and payments.
  • Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
  • Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
  • Contributed to the development of new front desk procedures for increased efficiency and better guest service.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
  • Created lasting relationships with guests that built loyalty and drove hotel revenue.
  • Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
  • Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
  • Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
  • Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
  • Ensured compliance with safety protocols at the front desk area, contributing to a secure environment for both guests and staff members.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Attended staff meetings and brought issues to attention of upper management.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.

Education

No Degree - Hospitality Administration And Management

Northern Virginia Community College
Annandale, VA

Skills

  • Operational efficiency
  • Strategic planning
  • Execution of strategic initiatives
  • Process improvement
  • Quality assurance
  • Teamwork and collaboration
  • Decision-making
  • Staff training/development
  • Client relations management
  • Leadership expertise
  • Customer relations
  • Hiring and onboarding
  • Performance improvements
  • Human resources
  • Management team building

Languages

Spanish
Native or Bilingual
English
Full Professional

Timeline

Director of Operations and Agency Management

Courtney Pierce Agency
08.2020 - Current

Front Desk Supervisor

Wurzak Hotel
03.2019 - 08.2020

No Degree - Hospitality Administration And Management

Northern Virginia Community College

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