Chelsea Jurpik
Black Diamond,WA
Summary
Hospitality and Sales professional with a history of meeting company goals by utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the brand. Effective at Team building, empowering work culture and growth development.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Store Manager
Mattress Firm
10.2024 - Current
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Supervised guests at front counter, answering questions regarding products.
- Improved customer satisfaction through staff training in customer service and product knowledge.
Sales Associate
Mattress Firm
09.2022 - 10.2024
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Prepared merchandise for sales floor by pricing or tagging.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Built relationships with customers to encourage repeat business.
- Listened to customer needs and desires to identify and recommend optimal products.
Director of Front Office
Salish Lodge & Spa - Columbia Hospitality
11.2021 - 09.2022
- Maintained a comprehensive knowledge of industry trends, best practices, and emerging technologies to inform decision-making processes within the department.
- Collaborated closely with other department heads to ensure seamless coordination of guest services across all areas of the hotel.
- Managed, rewarded, coached, counseled, disciplined and terminated employees based on performance.
- Conducted thorough employee evaluations, identifying opportunities for professional growth and development.
- Championed a culture of continuous improvement within the front office, encouraging feedback and input from all team members to drive ongoing enhancements in operations and service delivery.
- Optimized room inventory management, ensuring maximum occupancy while minimizing overbooking situations.
Housekeeping Manager
Salish Lodge & Spa - Columbia Hospitality
11.2020 - 11.2021
- Evaluated employee performance and developed improvement plans.
- Worked with front desk to respond promptly to all guest requests.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Placed orders for housekeeping supplies and guest toiletries.
- Managed laundry sorting, washing, drying, and ironing.
- Communicated repair needs to maintenance staff.
- Developed comprehensive standard operating procedures to guide the housekeeping team in delivering consistent service quality.
- Enhanced guest satisfaction by maintaining a high standard of cleanliness and orderliness in all hotel areas.
Assistant Front Office Manager
Salish Lodge & Spa - Columbia Hospitality
09.2019 - 11.2020
- Acted as point of contact for vendor collaboration for contracted services.
- Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
Assistant Housekeeping Manager
Cedarbrook Lodge- Columbia Hospitality
08.2018 - 09.2019
- Manage the daily activities of the Housekeeping department to include appropriate cleaning of all offices, seating areas, washrooms, restaurants, suites, and all public spaces
- Purchase, re-order and maintain housekeeping supplies and inventory
- Conduct inspections of all rooms and public areas
- Maintain the housekeeping budget and provide billing summaries
- Uphold the highest standards of cleanliness, safety, and conduct
- Knowledge of OSHA and safety standards within Housekeeping department
- Ensures the proper maintenance of all equipment; decides for repair and/or replacement of used and damaged equipment
- Assigns workers their duties and inspects work for conformance to prescribed standards of cleanliness
- Investigates complaints regarding housekeeping service and equipment and takes corrective action
Manager on Duty - Operations Manager
Cedarbrook Lodge- Columbia Hospitality
04.2016 - 09.2018
- Assist Director and Guest Service Manager in the overall management responsibility for the operation of the department including associate relations, guest service, profitability, product quality and compliance to ownership standards
- Provide support to all departments in the hotel in a Manager on Duty capacity with overall responsibility for fire and life safety, guest satisfaction, employee satisfaction, and property security
- Maintain human resource objectives to ensure employee training, motivation, and development, as well as wage and benefit administration and compliance
- Complete quality control audits and devise action plans as needed.
- Complete or Create SOP’s when needed
- Balance inventory in PMS system, HotelTonight and SynXis for all channels
- Close out property when we reach full occupancy
- Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
Assistant Front Office Manager – Front services
The Edgewater Seattle Waterfront Hotel
09.2015 - 04.2016
- Oversee Valet, Front desk, Guest services, and Concierge and Bell services
- Updating Inventory for third party Wholesalers
- Balancing the house and reviewing room requests
- Ensure all accounting, payroll, and employee relations matters are handled in compliance with hotel policy, procedures and applicable laws.
- Approve expenditures, and ensure expected standards are met for the Front Service department
- Fill out gift certificates and process Credit card authorizations
- Ensure Union policies are being followed
- Supervised payroll corrections for accuracy and duplications.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
Assistant Front Desk Manager – Front Desk
Mandalay Bay Resort and Casino
12.2014 - 08.2015
- Train and direct the hotel’s Front Service staff
- Create a work environment that promotes teamwork, recognition and mutual respect
- Ensure guests are treated courteously, complaints and problems resolved, and requests for special services carried out by monitoring staff with customer interaction
- Responded to customer service inquiries, both in-person and by telephone.
- Supervised front desk staff consisting of 35 employees per shift.
- Attend various management courses including those involving collective bargaining
- Oversee all hotel daily functions by dealing with guest and employee relations, vacation requests, employee discipline, operating the time clock and ensuring all guests and employees are treated with mutual respect.
Group Services Specialist – Group Services
Mandalay Bay Resort and Casino
03.2012 - 11.2014
- Assists guests and sister properties with booking and housing needs for assigned groups and/or conventions
- Prepares and provides reconciliation of master rooming specifications between company and client lists, in order to insure accurate attrition and commission fees are processed
- Acts as key liaison between Sales/Convention Services, accounting, group contacts, and meeting planners
- Provides personalized assistance for groups prior to arrival, while on-site and post departure
- Works closely with Entertainment groups and management to ensure all event bookings are following contractual obligations and established guidelines
- Reviews contracts/addendum for any clauses or special requests outside of departmental parameters and procedures
- Builds and maintains group blocks, rates, and room accommodations within the property management system
- Runs weekly pace and pick-up reports in order to closely monitor inventory availability
- Also responsible for closing out and settling posting masters and working with accounting
- Assisted Wedding planners and events with requests
Recreation Program Assistant / Office Assistant
Clark County Parks & Recreation
08.2007 - 01.2013
- Responsible for supervision of children ages 6-12 in an active environment facilitating recreational activities
- Serves as a positive role model for participants promoting and ensuring County department and Safekey policies and procedures are followed
- Office duties such as handling money, filing and answering phones
- Assisted with payroll and entering hours into company systems
Front Desk Agent
Mandalay Bay Resort and Casino
02.2010 - 03.2012
- Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task
- Own all requests and complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction
- Be knowledgeable of Hotel information to answer guest inquiries
- Identify and report defects throughout the Hotel
- Assist guests at the front desk by checking them in and out
- Assists guest requests with Engineering and Housekeeping Departments
- Verifies that the correct charges and credits are posted to the corresponding guest folio
- Ensures all payment methods are accounted for and balanced at the beginning and end of each work shift
Hostess
Paymon's Mediterranean Cafe and Lounge
01.2009 - 02.2010
- Greet and seat guests
- Run the floor / Keep track of tables
- Answer phones and take To-go orders
- Clean, organize and stock hostess area
- Ensure guest satisfaction before they leave
Education
No Degree - Psychology
UNLV
Las Vegas, NVSkills
- Customer Service Management
- Team leadership and coaching
- Outstanding communication skills
- Store Merchandising
- Inventory Management
- Shift Scheduling
- POS Systems
- Operations Management
- Supply Ordering
- Store displays
- Performance Reviews
- Retail Merchandise Quality Standards
- Project Management
- Budget control
- Diversity and Inclusion Hiring
Certification
- Microsoft Certified, Dynamics 365 Fundamentals – Microsoft.
- CPR/AED Certification
- First Aid Certification
- Basic Life Support Certification (BLS)
- ServSafe Food Handler's Certification
Timeline
Store Manager
Mattress Firm
10.2024 - Current
Sales Associate
Mattress Firm
09.2022 - 10.2024
Director of Front Office
Salish Lodge & Spa - Columbia Hospitality
11.2021 - 09.2022
Housekeeping Manager
Salish Lodge & Spa - Columbia Hospitality
11.2020 - 11.2021
Assistant Front Office Manager
Salish Lodge & Spa - Columbia Hospitality
09.2019 - 11.2020
Assistant Housekeeping Manager
Cedarbrook Lodge- Columbia Hospitality
08.2018 - 09.2019
Manager on Duty - Operations Manager
Cedarbrook Lodge- Columbia Hospitality
04.2016 - 09.2018
Assistant Front Office Manager – Front services
The Edgewater Seattle Waterfront Hotel
09.2015 - 04.2016
Assistant Front Desk Manager – Front Desk
Mandalay Bay Resort and Casino
12.2014 - 08.2015
Group Services Specialist – Group Services
Mandalay Bay Resort and Casino
03.2012 - 11.2014
Front Desk Agent
Mandalay Bay Resort and Casino
02.2010 - 03.2012
Hostess
Paymon's Mediterranean Cafe and Lounge
01.2009 - 02.2010
Recreation Program Assistant / Office Assistant
Clark County Parks & Recreation
08.2007 - 01.2013
- Microsoft Certified, Dynamics 365 Fundamentals – Microsoft.
- CPR/AED Certification
- First Aid Certification
- Basic Life Support Certification (BLS)
- ServSafe Food Handler's Certification
No Degree - Psychology
UNLV
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