Cindy Karl
Imperial
Summary
Seasoned Assistant General Manager at Holiday Inn St. Louis with more than 36 years of experience working in hospitality industry. Adept in revenue planning and customer relationship management. Elevated guest satisfaction and occupancy rates through innovative promotions and exemplary service. Skilled in operations management and team leadership, consistently enhancing business performance and guest retention.
Overview
36
36
years of professional experience
Work History
Assistant General Manager
Holiday Inn St. Louis - Downtown / Convention Cent
04.2010 - 01.2025
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Provided exceptional service and assistance to guests upon check-in.
- Increased customer service ratings through personable service.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Provided services efficiently and with high level of accuracy.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Evaluated and promptly resolved lodging facility operational issues.
- Developed and implemented promotional strategies to increase occupancy.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Created and managed accurate occupancy forecasts and budgets.
General Manager
Wingate Hotel
03.2008 - 04.2010
- Developed and implemented strategies to increase sales and profitability.
- Formulated policies and procedures to streamline operations.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Revenue Manager
Holiday Inn South County
08.2001 - 03.2008
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Consulted with central reservations to discuss new rate plans and promotions.
Reservations Manager
Holiday Inn Southwest / Viking
08.1988 - 08.2001
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Handled reservations and answered questions from interested patrons for busy 213-room hotel.
- Maintained awareness of types of rooms available in different resort locations.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
Education
No Degree - General Studies
St. Louis Community College
Meramec CampusHigh School Diploma -
Mehlville Senior High
St Louis, MOSkills
- Business operations background
- Strategic planning skill
- Training and development background
- Team leadership expertise
- Customer retention
- Program administration
- Customer relationship management (CRM)
- Employee relations
- Staff management
- Promotions implementation
- Operations management
- Sales forecasting
- Vendor relationship management
Timeline
Assistant General Manager
Holiday Inn St. Louis - Downtown / Convention Cent
04.2010 - 01.2025
General Manager
Wingate Hotel
03.2008 - 04.2010
Revenue Manager
Holiday Inn South County
08.2001 - 03.2008
Reservations Manager
Holiday Inn Southwest / Viking
08.1988 - 08.2001
No Degree - General Studies
St. Louis Community College
High School Diploma -
Mehlville Senior High
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