Becky Nolin
Lamar,CO
Summary
Dynamic General Manager with a proven track record at Lamar Hospitality LLC, excelling in operations management and team leadership. Spearheaded initiatives that boosted sales and profitability while enhancing customer retention. Skilled in P&L management and fostering strong client relations, driving organizational growth through effective training and coaching strategies. Since 2019 all positions have been with the same organization. Took the opportunity to grow and advance myself.
Overview
6
6
years of professional experience
1
1
Certification
Work History
General Manager
Lamar Hospitality LLC
04.2024 - Current
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Formulated policies and procedures to streamline operations.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Managed budget implementations, employee evaluations, and contract details.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
General Manager
Yuma Colorado Hospitality LLC
01.2022 - 03.2024
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Property Support Manager
Slate Hospitality
04.2021 - 01.2022
- Managed daily operations to ensure smooth functioning of the support department.
- Monitored employee and customer interactions to assess quality of service.
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Coached employees through day-to-day work and complex problems.
- Prepared employee schedules for maximum coverage during key hours.
- Created, prepared, and delivered reports to various departments.
- Coordinated onboarding activities for new hires, facilitating seamless integration into the existing support team structure.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Developed comprehensive training programs for new support staff, ensuring high levels of customer service.
- Optimized staffing schedules to ensure coverage during peak times, maintaining high service levels.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Guest Service Representative
Cobblestone Inn & Suites
04.2019 - 03.2021
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
- Enhanced guest satisfaction by promptly addressing and resolving inquiries and concerns.
- Conducted regular inventory checks of front desk supplies to prevent shortages.
- Contributed to increase in repeat business by developing strong relationships with guests.
- Maintained high standards of cleanliness and organization in lobby and guest areas, contributing to welcoming environment.
- Coordinated with housekeeping and maintenance to address room issues quickly, enhancing guest comfort.
- Managed check-in and check-out processes, ensuring smooth experience for guests.
- Updated guest records with accuracy, ensuring personal preferences were noted for future visits.
- Improved team efficiency with thorough training on customer service protocols.
Education
High School Diploma -
University High School
Greeley06-1987
Skills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Effective leader
- Time management
- Training and coaching
- Team leadership
- Staff management
- Customer relations
- Inventory control
- Customer relationship management
- Goal setting
- Employee scheduling
- Verbal and written communication
- P&L management
- Client relations
- Labor cost controls
- Customer retention
- Deadline oriented
- Vendor relationships
- Facility management
- Performance evaluations
- Purchasing
- Expense control
- Quality management
Accomplishments
- Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
- Supervised team of 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Certification
- ServSafe Manager
- CPO Certified
Languages
English
Professional Working
Timeline
General Manager
Lamar Hospitality LLC
04.2024 - Current
General Manager
Yuma Colorado Hospitality LLC
01.2022 - 03.2024
Property Support Manager
Slate Hospitality
04.2021 - 01.2022
Guest Service Representative
Cobblestone Inn & Suites
04.2019 - 03.2021
High School Diploma -
University High School