Angelina Bolen
Washington,IL
Summary
Proactive Assistant General Manager with history of success managing operations, building teams and equipping employees with skills to independently handle business needs. Offers progressive experience combined with sound judgement and good problem-solving abilities. Strong record of surpassing organizational goals.
Overview
6
6
years of professional experience
Work History
Assistant General Manager
Hampton Inn By Hilton
East Peoria, IL
04.2021 - Current
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Implemented staff training programs that improved service quality and increased customer loyalty.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
- Maintained detailed records of all transactions, ensuring accuracy in accounting reports required for tax purposes or audits.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Resolved problems promptly to elevate customer approval.
- Managed team schedule with eye for coverage needs and individual strengths.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Negotiated contracts with vendors to acquire competitive prices and quality products.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
Hospitality Coordinator
Wildlife Prairie Park
Hanna City, IL
04.2020 - 12.2022
- Enhanced guest satisfaction by promptly addressing and resolving concerns during their stay.
- Streamlined check-in processes for improved guest experiences upon arrival.
- Coordinated special events, ensuring seamless execution and memorable occasions for guests.
- Maintained high levels of cleanliness and organization throughout the property, contributing to positive guest reviews.
- Managed room inventory effectively to maximize occupancy rates and revenue generation.
Front Desk Agent
Super 8 Hotel
East Peoria, IL
03.2018 - 06.2021
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Education
High School Diploma -
Stratford University
Falls Church, VASkills
- Team Leadership Expertise
- Business Development
- Workflow Coordination
- Employee Scheduling
- Employee Relations
- Operations Management
- Sales Forecasting
- Inventory Control
- Staff Management
- Customer Relationship Management (CRM)
- Quality assurance
- Problem solving
- Time management
- Team leadership
- Organizational skills
- Attention to detail
- Customer service
- Decision making
Timeline
Assistant General Manager
Hampton Inn By Hilton
04.2021 - Current
Hospitality Coordinator
Wildlife Prairie Park
04.2020 - 12.2022
Front Desk Agent
Super 8 Hotel
03.2018 - 06.2021
High School Diploma -
Stratford University