Angela Wallace
Community Director
Charlotte,NC
Summary
I am hospitality… My experience is in the operations & food service sector within the hospitality industry. My passion is to deliver a high level of customer service, creating a memorable experience by developing teams that share the same passion and want to be the BEST! I am proactive & quick to learn, comfortable & confident when promoting a space/community Proven track record for great customer service (bonus points for exceptional focus on guest satisfaction/ dedication/providing superior service and overall cleanliness). Excellent verbal & written communication skills, I explain and use a hands-on approach with complex issues, and I demonstrate the willingness to help, support and guide my teams with the ability to think critically and logically to solve problems in a fast-paced environment. I exhibit strong leadership qualities, well organized, able to multitask, reliable & will stick to deadlines. Lastly, I am warm, friendly and a relationship influencer with solid communication skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Community Manager
Focus Office Suites, Commercial Real
06.2021 - Current
- An alternative in turnkey workspace that has 20,000 sq ft of flex space newly build suburban office industrial complex that offers immense flexibility, scalability in a modern workspace with turkey solutions
- From “Executive Suite” style co-working offices to mid-sized traditional office spaces this property was designed to grow with the user
- Membership Business Development: Responding to enquires, facilitating tours, follow up with prospective members
- Front of the House: Greeting visitors, oversee all office move-ins/move-outs, managing post & carrying out general admin
- Member Management: Selling & coordinating memberships, dealing with issues, handling billing enquiries & using co-working platforms
- Social Media Management: Assisted with approving, publishing, editing content & arranging all social events & charity fundraisers
- Facility Management: Ensuring building cleanliness, safety & design
- Community Engagement: Create collaborative environments by organizing & facilitating social/networking events within the co-working space, forging partnerships with local projects, outside vendors & Chamber of Commerce
General Manager
The Home Collection CLT
12.2019 - 06.2020
- An Airbnb management service that is owned and managed by two partners that have 40+ high design furnished seasonal, short- & long-term residences
- Including services such as: Remote customer service, housekeeping, maintenance, food & beverage, turndown service, ad / pricing creation, sales and communication with all guests
- Fielding phone calls / emails from current or future occupants
- Addressing any issues with current occupants during their stays
- Coordinating with cleaning crews; various vendors
- Writing localized welcome guides for new properties, real estate agents and new / returning visitors
- Ensuring any issues / repairs with our properties get resolved
- Documenting issues and repairs, reporting them to team and management, strategizing preventative solutions and tracking, Inventory, forecasting and analyzing operation trends
- Inspecting all units upon arrival and departure
General Manager
Uptown Suites Extended Stay Hotel
10.2017 - 12.2019
- The General manager is responsible for all aspects of operations at the hotel, for day-to-day staff management and guests
- Responsible for managing the Hotels management team and overall hotel targets to deliver an excellent Guest experience
- Oversee day-to-day operations
- Design strategy and set goals for growth
- Maintain budgets and optimize expenses by maximizing financial performance through revenue management and ordering company/guests supplies
- Set policies and processes
- Assist with driving sales through local marketing and setting up site tours
- Ensure employees work productively and develop professionally
- Oversee recruitment / training and development of all employees
Director of Catering & Assistant Dining Services Manager
Trinity Oaks Retirement Home
08.2016 - 09.2017
- Directs food service operations within the community including all food preparation, dining room operations and dining delivery services
- Purchases all food and manages inventory ensuring effective cost controls and vendor service and quality
- Ensures the highest nutrition and food quality for the health and pleasure of the residents
- Complies with all federal, state, and local regulations to ensure sanitary and safe operations
- Plans and executes entertaining dining events and themes in conjunction with Activities Director, Marketing Director, and other administrative staff to optimize the life and pleasure of the residents
- Will direct and cater all events as requested by residents, staff, and community
- Plans, organizes, coordinates, and directs all food/beverage for catered events
- Meeting objectives by exceeding customer expectations, standards for food presentation, hygiene/financial targets
- Manages the daily operation and collaborates with Chef and Dining Room Manager for menu planning/ staff supervision and event cost
- Assist/promote and coordinate services with the sales & marketing department to increase the retirement center occupancy & independent living needs
- Assist in the development and training of staff
Assistant Property Manager
JRK Residential Apartment Group
10.2014 - 07.2016
- I supported the daily operations of property management by performing administrative tasks, organizing property viewings, and handling resident relations
- I am also responsible for inspecting property conditions and coordinating maintenance work
- Qualifies prospects, determines the needs and ability to rent
- Greets prospects along with property tours for market ready units
- Coordinates all vendors for move-ins & move-outs
- Help strategize marketing plan to increase traffic flow
- Collect deposits, complies all necessary paperwork for move-in and move-outs
- Contacts residents 30 to 60 days prior to lease expiration and renewals contracts
- Assist with community social events, kid activities and providing high quality service/support
Sales & Catering Manager
FDY, Inc
03.2012 - 10.2014
- The primary responsibility of a catering sales manager is to develop existing business and solicit new catering business through catering lead generation and catering sales marketing
- Responsible for new hire orientation, training, schedules, and payroll
- Meeting clients for overview/closing contracts of planned events
- Responsible for inventory, budgets, payroll, and company reports
- Responsible for assuring Super customer service skills & complaint resolver
- Lead liaison between the back-of-house and the front-of-house
- Responsible for all sales efforts including food tastings and banquet room setup
General Manager
Sleep Inn Suites Hotel
08.2008 - 02.2012
- Responsible for the overall success of the hotel
- This position outlines the daily operation of each department within the hotel and establishes along maintaining a positive employee climate to meet and exceed guest expectations
- Managed all revenue outlets of the hotel
- The ability to plan, organize, and lead the activities of others
- Excellent interpersonal and relationship building skills by leading the sales & marketing efforts for all markets along with creative pricing strategies and site tours
- Excellent time and project management skills
- Conducted quarterly employee appreciation luncheons and awards
Education
Associate of Arts - Hotel/Restaurant Management
06.2002
GPA: 3.5
Bachelor’s Degree - Mass Communications
Skills
- Operations
- Building workplace diversity teams
- Delivering a high level of customer service
- Naturally sociable
- Possess a knack for problem-solving
- I have a blend of both a Dominant and Supportive characteristic I am both task-oriented and people-oriented I tend to be outgoing in my approach to tasks and reserved in my approach to people and I like to solve problems in practical ways
- Computer Skills/Certification
- Publisher/Excel/Word/PowerPoint 2013, Yardi, Onesite, Entrata, AMSI (PMS), Corelogic-SafeRent, Bluemoon, Microsoft, Windows, Print Shop, Delphi, Salesforce, Sales Pro, Spirit, Property Management Systems (PMS), Marsha Reservations, Opera (PMS), NiteVision & Quick Books (Accounting) 2014, FOSSE (Marriott PMS), Streamline PMS, Cloud based 2019, RingCentral and Nexudus
- Alcohol Certification (Marriott Intl) & work as Manager on duty (MOD)
- Personal characteristics:
- Energetic, cheerful and an outgoing personality
- Staff Management
- Team Training
- Financing Coordination
- Resident Relations
- Grounds and Facility Inspection
- Community Association Support
- Customer Relationship Management
- Conflict Handling
- Property Management
- Property Tour Coordination
- Team Recruitment
- Sales Support
- Operating Cost Tracking
- Maintenance Knowledge
- Employee Motivation and Guidance
- Property Inspection
- Staff Training
- Rent Pricing Optimization
- Contract Negotiation
- Business Development
- Leasing and Sales
- Client Service and Support
- Price Structuring
- Promotional Planning
- Property Showing
- Creative and Adaptable
- Oversee Maintenance
- Capital Projects Management
- Payment Processing
- Schedule Planning
- Social Media Engagement
- Marketing and Advertising
Accomplishments
- Sales goal driven – Increased Occupancy rate from 50.7% to 96.7% within my 10-month period of overseeing sales with a $1.5K average MRR per tenant, $7.5M Building cost & $1.5M Upfitting
- Awarded the 2019 Booking.com “Traveler Review Award 2019” 8.9 out of 10
- Awarded the 2019 Hotels.com “Loved by Guests Award Winner 9.0 out of 10 based on the ratings of guests who choose a particular hotel for their stay, and subsequently register their experiences (this means our guests rate us very highly and want no other)
- Awarded the 2018 Booking.com Guest Review Award by delivering such incredible experiences to guests is the result of dedication, passion, and a lot of hard work.
Certification
Spanish (Basic)
Timeline
Community Manager - Focus Office Suites, Commercial Real
06.2021 - Current
General Manager - The Home Collection CLT
12.2019 - 06.2020
General Manager - Uptown Suites Extended Stay Hotel
10.2017 - 12.2019
Director of Catering & Assistant Dining Services Manager - Trinity Oaks Retirement Home
08.2016 - 09.2017
Assistant Property Manager - JRK Residential Apartment Group
10.2014 - 07.2016
Sales & Catering Manager - FDY, Inc
03.2012 - 10.2014
General Manager - Sleep Inn Suites Hotel
08.2008 - 02.2012
Central Piedmont Community College - Associate of Arts, Hotel/Restaurant Management
University of North Carolina At Charlotte - Bachelor’s Degree, Mass Communications
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