Bonnie Gaughan
E Stroudsburg
Summary
Dynamic operations leader with a proven track record at BD Motels Inc DBA Super 8 by Wyndham Stroudsburg, enhancing customer satisfaction and driving continuous process improvement. Skilled in operations management and staff development, demonstrated through effective resource allocation and team mentoring. Achieved significant enhancements in guest relations and operational efficiency, leveraging strong organization and customer service skills.
Overview
33
33
years of professional experience
1
1
Certification
Work History
General Manager
BD Motels Inc DBA Super 8 by Wyndham Stroudsburg
08.2011 - 01.2025
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Trained, coached and mentored staff to support smooth operation.
- Established positive and effective communication among staff and organization leadership.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
Group Sales Reservation Manager
Fernwood Resort
09.1991 - 08.2011
- Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
- Maintained comprehensive knowledge of property features, amenities, policies, and local attractions to provide accurate information to guests at all times.
- Collaborated with sales managers and group leaders to ensure accurate reservations and deposits for groups.
- Streamlined the reservations process for improved guest experience and increased booking rates.
- Analyzed booking trends to forecast demand, enabling informed decision-making on pricing strategies.
- Handled high volumes of incoming calls professionally while multitasking other administrative tasks essential to the role.
- Coordinated closely with other departments, such as housekeeping and front office, to ensure seamless guest experiences from booking through checkout.
Education
No Degree - Business
County College of Morris
Randolph, NJHigh School Diploma -
Roxbury High School
Succasunna , NJ06-1979
Skills
- Operations management
- Strong organization
- Staff development
- Guest relations
- Property management systems
- Employee motivation
- Customer service
- Phone etiquette
- Customer retention
- Performance evaluations
- Hotel accomodations
Certification
Wyndham General Manager Training
Synxis Property Hub Training
Human Trafficking Training
Timeline
General Manager
BD Motels Inc DBA Super 8 by Wyndham Stroudsburg
08.2011 - 01.2025
Group Sales Reservation Manager
Fernwood Resort
09.1991 - 08.2011
No Degree - Business
County College of Morris
High School Diploma -
Roxbury High School
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