Bonnie Cole
Reno
Summary
Results-driven Hotel Manager with a proven track record at Peppermill, adept in security management and conflict resolution. Leveraged organizational skills to enhance guest satisfaction, streamline operations, and mentor a cohesive team. Excelled in customer service excellence, elevating Peppermill’s brand through diligent performance evaluations and quality assurance.
Overview
27
27
years of professional experience
Work History
Hotel Supervisor
Peppermill
04.2023 - Current
- Adhered to budgeting guidelines by controlling costs related to staffing.
- Planned, coordinated and supervised daily operations of the hotel to ensure guest satisfaction.
- Reviewed customer feedback and complaints regularly looking for ways to improve service quality.
- Enforced disciplinary actions when necessary while maintaining positive relationships with employees.
- Ensured compliance with all safety regulations, health codes and fire codes at all times.
- Monitored performance of staff against established standards to identify areas for improvement.
- Performed administrative tasks such as preparing reports and compiling data related to hotel operations.
- Resolved conflicts among team members in a timely manner to maintain workplace harmony.
- Maintained excellent communication between all departments to ensure operational efficiency.
- Provided leadership in resolving customer service issues with a focus on delivering superior customer service.
Hotel Manager
Peppermill Casino, Resort & Spa
01.2024 - 01.2025
- Oversaw daily hotel operations to ensure guest satisfaction and service excellence.
- Implemented staff training programs to enhance team performance and efficiency.
- Managed budgeting processes, optimizing resources to improve financial outcomes.
- Developed and enforced standard operating procedures for front desk and housekeeping teams.
- Analyzed guest feedback to identify areas for improvement and implement necessary changes.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Provided exceptional service and assistance to guests upon check-in.
- Increased customer service ratings through personable service.
Relief Hotel Supervisor
Peppermill
05.2022 - 04.2023
- Adhered to budgeting guidelines by controlling costs related to staffing.
- Planned, coordinated and supervised daily operations of the hotel to ensure guest satisfaction.
- Reviewed customer feedback and complaints regularly looking for ways to improve service quality.
- Enforced disciplinary actions when necessary while maintaining positive relationships with employees.
- Ensured compliance with all safety regulations, health codes and fire codes at all times.
- Monitored performance of staff against established standards to identify areas for improvement.
- Performed administrative tasks such as preparing reports and compiling data related to hotel operations.
- Resolved conflicts among team members in a timely manner to maintain workplace harmony.
- Maintained excellent communication between all departments to ensure operational efficiency.
- Provided leadership in resolving customer service issues with a focus on delivering superior customer service.
- Performed daily audits of hotel accounts and cash handling procedures to ensure accuracy and compliance with established policies.
- Provided assistance with check-ins and check-outs, responded to inquiries about services, rates and amenities, and resolved guest complaints.
- Processed payments using credit card machines, POS systems, and manual methods of payment.
- Analyzed financial data, prepared reports and reconciled discrepancies for the hotel's accounting system.
- Prepared end-of-day reports summarizing transactions including revenue totals, occupancy levels, taxes charged.
Service Excellence Agent
Peppermill
01.2021 - 05.2022
- Provided excellent customer service, demonstrating strong communication and interpersonal skills.
- Built positive relationships with customers through consistent follow-up communications.
- Utilized problem-solving abilities to troubleshoot customer issues promptly and professionally.
- Successfully handled escalated calls with patience and understanding.
- Cultivated and maintained strong relationships with clients and colleagues to promote customer loyalty.
- Attended team meetings regularly to discuss challenges faced by the department.
- Maintained accurate records of client interactions and transactions.
- Managed multiple projects and tasks simultaneously, consistently delivering successful outcomes.
- Collaborated with colleagues to ensure that all customer inquiries were addressed in a timely fashion.
Hotel Front Desk Agent
Peppermill
01.2020 - 01.2021
- Cross-trained new employees on proper front desk protocols including use of computer software programs used in daily operations.
- Maintained high levels of confidentiality regarding guest information while adhering to all company policies and procedures.
- Assisted management staff with special projects when necessary.
- Maintained an organized work area by stocking supplies such as brochures, pamphlets, maps, for the convenience of guests.
- Provided accurate directions to local attractions and businesses upon request from guests.
- Demonstrated excellent customer service skills by responding quickly to guest inquiries and resolving complaints efficiently.
- Utilized strong problem-solving abilities to handle difficult situations with guests.
- Processed payments accurately using cash register, credit card machine, and other payment processing systems.
- Greeted, registered, and assigned rooms to guests of hotels or motels.
Service Excellence Agent
Peppermill
10.2019 - 01.2020
- Provided excellent customer service, demonstrating strong communication and interpersonal skills.
- Built positive relationships with customers through consistent follow-up communications.
- Utilized problem-solving abilities to troubleshoot customer issues promptly and professionally.
- Successfully handled escalated calls with patience and understanding.
- Cultivated and maintained strong relationships with clients and colleagues to promote customer loyalty.
- Attended team meetings regularly to discuss challenges faced by the department.
- Maintained accurate records of client interactions and transactions.
- Managed multiple projects and tasks simultaneously, consistently delivering successful outcomes.
- Collaborated with colleagues to ensure that all customer inquiries were addressed in a timely fashion.
Hotel Front Desk Agent
Peppermill
04.2019 - 10.2019
- Cross-trained new employees on proper front desk protocols including use of computer software programs used in daily operations.
- Maintained high levels of confidentiality regarding guest information while adhering to all company policies and procedures.
- Assisted management staff with special projects when necessary.
- Maintained an organized work area by stocking supplies such as brochures, pamphlets, maps, for the convenience of guests.
- Provided accurate directions to local attractions and businesses upon request from guests.
- Demonstrated excellent customer service skills by responding quickly to guest inquiries and resolving complaints efficiently.
- Utilized strong problem-solving abilities to handle difficult situations with guests.
- Processed payments accurately using cash register, credit card machine, and other payment processing systems.
- Greeted, registered, and assigned rooms to guests of hotels or motels.
Production Worker
Tesla
11.2018 - 03.2019
- Maintained a clean and safe work environment, adhering to safety protocols.
- Followed detailed instructions from supervisors for daily tasks.
- Prepared products for packaging on multiple assembly lines.
- Operated machines safely by following OSHA standards.
- Collaborated effectively with other members of the team to complete projects efficiently.
- Met deadlines by working overtime when necessary during peak periods of activity.
- Performed quality checks on products to ensure adherence to standards.
- Utilized problem-solving skills to quickly resolve any production issues.
Administrative Assistant
Pacific Cheese
09.2014 - 11.2018
- Maintained files and filing, keeping sensitive information confidential.
- Answered phone calls, directed inquiries to appropriate personnel, responded to customer requests in a timely manner.
- Provided administrative support to management staff, including scheduling meetings and appointments, preparing agendas, taking minutes, and maintaining records.
- Developed and maintained filing systems for confidential documents and records.
- Managed office supplies inventory and placed orders when necessary.
- Compiled and entered data into various databases to ensure accuracy and completeness.
- Served as primary point of contact for facilitating operational and administrative inquiries.
- Maintained calendars and schedules to set appointments for management team.
- Processed incoming mail and distributed to relevant departments or individuals.
- Established professional and collaborative working relationships with company associates and external parties.
- Screened incoming telephone calls, routing to appropriate personnel.
- Greeted visitors and provided general information about the company.
- Built and maintained relationships with vendors and other external contacts.
- Operated office equipment, such as fax machines, copiers, and phone systems and arranged for repairs when equipment malfunctions.
Tax Preparer
Jackson Hewitt
01.2018 - 04.2018
- Prepared a variety of forms including 1040s, 1099s, W-2s, Schedules C and E as well as other state-specific forms.
- Utilized tax preparation software to accurately prepare tax returns. Interviewed clients to obtain additional information on taxable income and deductible expenses and allowances.
- Utilized advanced knowledge of taxation laws, regulations, and filing procedures to maximize deductions and ensure compliance with all applicable rules.
- Assisted taxpayers in understanding their rights, responsibilities, and obligations under current taxation laws.
- Submitted electronic filings via IRS e-file system while adhering to deadlines set by the agency.
- Developed strong client relationships through excellent customer service and ongoing communication throughout the tax preparation process.
- Prepared federal tax documents by assembling and analyzing financial information and completing forms with tax-related software.
- Completed all tax forms in accordance with policies and in compliance with legislation and regulations.
- Met with clients to discuss individual tax needs and provide advice.
Tax Preparer
Jackson Hewitt
01.2017 - 04.2017
- Prepared a variety of forms including 1040s, 1099s, W-2s, Schedules C and E as well as other state-specific forms.
- Utilized tax preparation software to accurately prepare tax returns. Interviewed clients to obtain additional information on taxable income and deductible expenses and allowances.
- Utilized advanced knowledge of taxation laws, regulations, and filing procedures to maximize deductions and ensure compliance with all applicable rules.
- Assisted taxpayers in understanding their rights, responsibilities, and obligations under current taxation laws.
- Submitted electronic filings via IRS e-file system while adhering to deadlines set by the agency.
- Developed strong client relationships through excellent customer service and ongoing communication throughout the tax preparation process.
- Prepared federal tax documents by assembling and analyzing financial information and completing forms with tax-related software.
- Completed all tax forms in accordance with policies and in compliance with legislation and regulations.
- Met with clients to discuss individual tax needs and provide advice.
Tax Preparer
Jackson Hewitt
01.2016 - 04.2016
- Prepared a variety of forms including 1040s, 1099s, W-2s, Schedules C and E as well as other state-specific forms.
- Utilized tax preparation software to accurately prepare tax returns. Interviewed clients to obtain additional information on taxable income and deductible expenses and allowances.
- Utilized advanced knowledge of taxation laws, regulations, and filing procedures to maximize deductions and ensure compliance with all applicable rules.
- Assisted taxpayers in understanding their rights, responsibilities, and obligations under current taxation laws.
- Submitted electronic filings via IRS e-file system while adhering to deadlines set by the agency.
- Developed strong client relationships through excellent customer service and ongoing communication throughout the tax preparation process.
- Prepared federal tax documents by assembling and analyzing financial information and completing forms with tax-related software.
- Completed all tax forms in accordance with policies and in compliance with legislation and regulations.
- Met with clients to discuss individual tax needs and provide advice.
Tax Preparer
Jackson Hewitt
01.2015 - 04.2015
- Prepared a variety of forms including 1040s, 1099s, W-2s, Schedules C and E as well as other state-specific forms.
- Utilized tax preparation software to accurately prepare tax returns. Interviewed clients to obtain additional information on taxable income and deductible expenses and allowances.
- Utilized advanced knowledge of taxation laws, regulations, and filing procedures to maximize deductions and ensure compliance with all applicable rules.
- Assisted taxpayers in understanding their rights, responsibilities, and obligations under current taxation laws.
- Submitted electronic filings via IRS e-file system while adhering to deadlines set by the agency.
- Developed strong client relationships through excellent customer service and ongoing communication throughout the tax preparation process.
- Prepared federal tax documents by assembling and analyzing financial information and completing forms with tax-related software.
- Completed all tax forms in accordance with policies and in compliance with legislation and regulations.
- Met with clients to discuss individual tax needs and provide advice.
Customer Service Representative
TMCC Bookstore
10.2013 - 10.2014
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Processed payments accurately using cash register, credit card machine, and other payment processing systems.
- Adhered to company policies and procedures while providing superior service.
- Assisted customers with product selection by providing detailed information about available products and services.
- Remained open to feedback from supervisor and peers to build and improve skills set.
Tax Preparer
Jackson Hewitt
12.2013 - 04.2014
- Prepared a variety of forms including 1040s, 1099s, W-2s, Schedules C and E as well as other state-specific forms.
- Utilized tax preparation software to accurately prepare tax returns. Interviewed clients to obtain additional information on taxable income and deductible expenses and allowances.
- Utilized advanced knowledge of taxation laws, regulations, and filing procedures to maximize deductions and ensure compliance with all applicable rules.
- Assisted taxpayers in understanding their rights, responsibilities, and obligations under current taxation laws.
- Submitted electronic filings via IRS e-file system while adhering to deadlines set by the agency.
- Developed strong client relationships through excellent customer service and ongoing communication throughout the tax preparation process.
- Prepared federal tax documents by assembling and analyzing financial information and completing forms with tax-related software.
- Completed all tax forms in accordance with policies and in compliance with legislation and regulations.
- Met with clients to discuss individual tax needs and provide advice.
Customer Service Representative
TMCC Bookstore
08.2013 - 09.2013
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Processed payments accurately using cash register, credit card machine, and other payment processing systems.
- Adhered to company policies and procedures while providing superior service.
- Assisted customers with product selection by providing detailed information about available products and services.
- Remained open to feedback from supervisor and peers to build and improve skills set.
Customer Service Representative
TMCC Bookstore
01.2013 - 02.2013
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Processed payments accurately using cash register, credit card machine, and other payment processing systems.
- Adhered to company policies and procedures while providing superior service.
- Assisted customers with product selection by providing detailed information about available products and services.
- Remained open to feedback from supervisor and peers to build and improve skills set.
Customer Service Representative
TMCC Bookstore
08.2012 - 09.2012
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Processed payments accurately using cash register, credit card machine, and other payment processing systems.
- Adhered to company policies and procedures while providing superior service.
- Assisted customers with product selection by providing detailed information about available products and services.
- Remained open to feedback from supervisor and peers to build and improve skills set.
Production Associate
Lifetouch
04.2012 - 07.2012
- Demonstrated strong attention to detail while inspecting products for quality assurance purposes.
- Collaborated with team members to achieve daily goals and objectives.
- Managed multiple tasks simultaneously while meeting tight deadlines.
- Organized work area to ensure efficient workflow processes were maintained.
- Established positive relationships with co-workers by demonstrating excellent interpersonal skills.
- Upheld established rules and regulations to maintain compliance with safety and quality standards.
- Followed procedures, methods and sequence of operations in performing daily tasks.
- Adhered to all safety procedures and regulations in the workplace.
- Conducted quality control checks throughout the day, discarding any defective items.
- Assisted in troubleshooting issues with the production line when necessary.
- Conducted quality checks and recorded observations to maintain records.
Customer Service Manager
Lowes Home Improvement Warehouse
06.1999 - 02.2001
- Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance.
- Assisted customers with resolving service-related issues.
- Developed and maintained effective relationships with customers, staff, and vendors.
- Utilized problem solving techniques to quickly resolve escalated issues from customers.
- Interacted with customers to quickly handle escalated queries and complaints.
- Managed customer service staff by communicating expectations and monitoring and analyzing results.
- Coached and provided feedback to staff to improve performance and achieve company objectives.
- Recruited and trained employees, fostering customer service mission and objectives.
- Lead team of customer service representatives to ensure quality standards are met.
- Provided ongoing support for existing customers by answering questions or addressing concerns in a timely manner.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Prepared and maintained work schedules to meet business volume and minimize customer inconvenience.
Skills
- Security management
- Quality assurance
- Health and safety regulations
- Performance evaluation
- Brand standards adherence
- Microsoft Office proficiency
- Guest satisfaction tracking
- Time management
- Employee motivation
- Organizational skills
- Conflict resolution
- Complaint handling
- Effective communication
- Customer service excellence
- Team leadership
- Front desk operations
Timeline
Hotel Manager
Peppermill Casino, Resort & Spa
01.2024 - 01.2025
Hotel Supervisor
Peppermill
04.2023 - Current
Relief Hotel Supervisor
Peppermill
05.2022 - 04.2023
Service Excellence Agent
Peppermill
01.2021 - 05.2022
Hotel Front Desk Agent
Peppermill
01.2020 - 01.2021
Service Excellence Agent
Peppermill
10.2019 - 01.2020
Hotel Front Desk Agent
Peppermill
04.2019 - 10.2019
Production Worker
Tesla
11.2018 - 03.2019
Tax Preparer
Jackson Hewitt
01.2018 - 04.2018
Tax Preparer
Jackson Hewitt
01.2017 - 04.2017
Tax Preparer
Jackson Hewitt
01.2016 - 04.2016
Tax Preparer
Jackson Hewitt
01.2015 - 04.2015
Administrative Assistant
Pacific Cheese
09.2014 - 11.2018
Tax Preparer
Jackson Hewitt
12.2013 - 04.2014
Customer Service Representative
TMCC Bookstore
10.2013 - 10.2014
Customer Service Representative
TMCC Bookstore
08.2013 - 09.2013
Customer Service Representative
TMCC Bookstore
01.2013 - 02.2013
Customer Service Representative
TMCC Bookstore
08.2012 - 09.2012
Production Associate
Lifetouch
04.2012 - 07.2012
Customer Service Manager
Lowes Home Improvement Warehouse
06.1999 - 02.2001