Angela BROCK
Roseville,MI
Summary
Motivated Service Worker with exceptional social skills, communication abilities and customer service background. Dedicated to following health and safety guidelines and handling food items properly. Pursues every opportunity to support team members and proactively address issues.
Overview
32
32
years of professional experience
Work History
Assistant General Manager
Drury Inn & Suites
10.2023 - Current
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Mentored and motivated team members to achieve challenging business goals.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Interacted well with customers to build connections and nurture relationships.
Assistant Executive Housekeeper/GSS
Drury Inn & Suites
06.2023 - Current
- Provide expert leadership across all departments of the hotel taking the lead on providing exceptional guest service and ensuring room cleanliness
- Train, develop, and coach team members to achieve success in their roles
- Deliver on key business metrics of quality, service, profitability, and team
- Role model quality assurance best practices each day with the team and consistently meet or exceed all measures
- Manage and direct housekeeping and guest service associates on a day-to-day basis
- Promoted a positive work environment through effective communication, teamwork, and recognition programs for outstanding employees.
- Maintained strict compliance with OSHA regulations to ensure a safe working environment for staff members.
- Assisted in recruiting, hiring, and onboarding new team members to ensure consistent staffing levels within the housekeeping department.
Office Manager
Value City Furniture
10.2021 - 06.2023
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
General Manager
Extended Stay America
07.2002 - 10.2020
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee evaluations.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Front Desk Supervisor
Suez Motel
01.1992 - 03.2002
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
- Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved guest complaints by addressing issues with rooms promptly.
Education
High School Diploma - General Studies
Pershing High School
Krainzwoods Academy
Skills
- Team Leadership Expertise
- Employee Discipline
- Budget Controls
- Business Operations Knowledge
- Sales Forecasting
- Training and Development
- Food Safety and Sanitation
- Customer Relationship Management
- Customer Retention
- Sales Coaching
- Performance Monitoring and Evaluation
- Staff Management
Timeline
Assistant General Manager
Drury Inn & Suites
10.2023 - Current
Assistant Executive Housekeeper/GSS
Drury Inn & Suites
06.2023 - Current
Office Manager
Value City Furniture
10.2021 - 06.2023
General Manager
Extended Stay America
07.2002 - 10.2020
Front Desk Supervisor
Suez Motel
01.1992 - 03.2002
High School Diploma - General Studies
Pershing High School
Krainzwoods Academy