Ashley Wiltrout
Ellwood City,PA
Summary
Results-oriented professional with extensive experience in hospitality management and customer service. Known for excellent communication and time management skills, effectively driving operational efficiencies and enhancing team collaboration to achieve exceptional customer satisfaction.
Overview
13
13
years of professional experience
Work History
Self-employed
Self-employed
Ellwood City, PA
10.2019 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
General Manager
21st Century Energy Group
New Castle, PA
03.2020 - 09.2020
- Assisted in recruiting, hiring and training of team members.
- Managed budgeting and financial reporting, driving profitability through effective cost control measures.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Hotel General Manager
Holiday Inn Express & Suites
New Castle, PA
09.2017 - 03.2020
- Scheduled and managed a crew of roughly 20 staff members.
- Oversaw daily operations, ensuring exceptional guest experiences and adherence to brand standards.
- Managed budgeting and financial reporting, driving profitability through effective cost control measures.
- Developed and implemented staff training programs, enhancing team performance and service delivery.
- Streamlined operational processes, improving efficiency in housekeeping and maintenance schedules.
- Analyzed guest feedback and market trends to refine service offerings and increase customer satisfaction.
- Coordinated marketing initiatives, boosting hotel visibility and attracting new clientele through targeted campaigns.
- Fostered a positive work environment, mentoring staff to achieve individual growth and team cohesion.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Assisted in recruiting, hiring and training of team members.
- Directed daily hotel operations to ensure exceptional guest experiences and satisfaction.
- Implemented cost control measures, enhancing profitability while maintaining service quality standards.
Guest Services Supervisor
Hampton Inn & Suites By Hilton
New Castle, PA
05.2016 - 09.2017
- Supervised front desk operations, ensuring exceptional guest experiences and efficient service delivery.
- Trained and mentored staff on customer service protocols and hotel policies to enhance team performance.
- Implemented process improvements that streamlined check-in/check-out procedures, reducing guest wait times.
- Resolved guest complaints promptly, enhancing satisfaction ratings and fostering positive relationships.
- Monitored inventory levels of supplies, proactively ordering items to maintain operational efficiency.
- Coordinated with housekeeping to maintain room quality standards, ensuring timely readiness for arrivals.
- Implemented guest satisfaction survey, utilizing results to identify areas for improvement.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Reviewed upcoming events and planned for expected challenges.
- Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Managed front desk operations, ensuring smooth communication between departments and seamless guest experiences.
Restaurant General Manager
Dunkin' Donuts
New Castle, PA
05.2013 - 05.2016
- Cultivated relationships with suppliers to negotiate favorable terms and secure quality products.
- Reconciled cash and credit card transactions to maintain accurate records.
- Correctly calculated inventory and ordered appropriate supplies.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Oversaw inventory management processes to minimize waste and maintain optimal stock levels for seamless operation.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
Education
Associate of Science - Education
University of Phoenix
High School Diploma -
Lincoln High School
Ellwood City, PASkills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Dependable and responsible
- Multitasking Abilities
- Organization and time management
- Computer skills
- Excellent communication
- Critical thinking
Timeline
General Manager
21st Century Energy Group
03.2020 - 09.2020
Self-employed
Self-employed
10.2019 - Current
Hotel General Manager
Holiday Inn Express & Suites
09.2017 - 03.2020
Guest Services Supervisor
Hampton Inn & Suites By Hilton
05.2016 - 09.2017
Restaurant General Manager
Dunkin' Donuts
05.2013 - 05.2016
Associate of Science - Education
University of Phoenix
High School Diploma -
Lincoln High School