Christina Scatton
Hotel Manager
Gilbert,AZ
Summary
Proactive Assistant General Manager with history of success managing operations, building teams and equipping employees with skills to independently handle business needs. Offers progressive experience combined with sound judgement and good problem-solving abilities. Strong record of surpassing organizational goals. High-energy management professional offers proven skills in strengthening operational procedures, enhancing team productivity and streamlining processes. Adaptable in changing environments with strategic decision-making skills. Performance-oriented and hardworking to create approaches to boost long-term business success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
General Manager
Aimbridge Hospitality
Phoenix, Arizona
2023.10 - Current
- Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
- Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
- Managed daily operations for smooth functioning of the hotel, ensuring high-quality standards in all departments.
- Improved overall guest satisfaction by implementing well-coordinated staff training programs and exceptional customer service initiatives.
- Maximized revenue generation through strategic room pricing, inventory management, and upselling techniques at the front desk.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Fostered a positive work environment by promoting teamwork, open communication, and continuous employee development opportunities.
- Implemented preventive maintenance programs, assuring optimal condition and functionality of hotel facilities and equipment.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Increased customer service ratings through personable service.
- Prepared monthly resort audits for review.
Assistant General Manager
Aimbridge Hospitality
03.2023 - 10.2023
- Motivated, trained, and disciplined employees to maximize performance.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Mentored and motivated team members to achieve challenging business goals.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Resolved problems promptly to elevate customer approval.
- Managed team schedule with eye for coverage needs and individual strengths.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Trained and guided team members to maintain high productivity and performance metrics.
Resort Manager
Las Vegas Motor Coach Resort
12.2019 - 04.2022
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Evaluated and promptly resolved lodging facility operational issues.
- Oversaw day-to-day operations of 375 lots with staff of 20 employees.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Created and managed accurate occupancy forecasts and budgets.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Supervised team of 5 front desk agents and helped to resolve issues arising during shifts.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Fostered safe lodging environment with reliable and effective security services.
- Solicited and reviewed guest feedback and promptly resolved complaints.
Customer Service Manager
Davids Bridal
02.2016 - 02.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
- Created and reviewed invoices to confirm accuracy.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Managed senior-level personnel working in marketing and sales capacities.
Veterinary Technician/Hospitality Manager
Hesperia Animal Hospital
11.2010 - 11.2012
- Restrained animals to protect veterinarians from potential harm.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Restocked surgical and office supplies to keep all necessary materials easily accessible.
- Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Answered owner animal health questions and advised on best care practices.
- Administered medications to animals in treatment and documented changes in condition.
- Performed radiograph testing to assist doctors in making informed diagnoses and determining best treatment plans.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
- Collected patient biopsies and blood samples for laboratory analysis.
- Maintained detailed records of animal health care and diagnostic treatments.
- Developed and facilitated community classes to provide information for pet owners while building hospital's reputation.
Education
Community Association Management - Community Management
Key Realty Schools & Community Association
Las Vegas, NV04.2021
Associate of Applied Science - Forensic Science
Mohave Community College
Kingman, AZ07.2012
Skills
- Business Development
- Training and Development Background
- Business Operations Knowledge
- Strategic Planning Skill
- Operations Management
- Employee Relations
- Team Leadership Expertise
- Hiring and Recruitment
- Employee Scheduling
- Sales Forecasting
- Operations Oversight
- Staff Management
Timeline
General Manager
Aimbridge Hospitality
2023.10 - Current
Assistant General Manager
Aimbridge Hospitality
03.2023 - 10.2023
Resort Manager
Las Vegas Motor Coach Resort
12.2019 - 04.2022
Customer Service Manager
Davids Bridal
02.2016 - 02.2019
Veterinary Technician/Hospitality Manager
Hesperia Animal Hospital
11.2010 - 11.2012
Community Association Management - Community Management
Key Realty Schools & Community Association
Associate of Applied Science - Forensic Science
Mohave Community College
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