CINDY WOOLLEY

• Reduced operational risks while organizing data to forecast performance trends.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Analyzed financial performance of area by monitoring budgets and expenses, reviewing financial statements and recommending appropriate actions.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Determined performance benchmarks and completed ongoing evaluation of employee work.
• General Manager - Residence Inn for 6 months until we found one
• Director of HR for 5 months
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Interacted well with customers to build connections and nurture relationships.
• Trained and guided team members to maintain high productivity and performance metrics.

Assisted in inventory controls during any hotel building projects

• Monitored business trends to implement the best ratio of rooms (group vs transient)
• Conducted competitor analysis to highlight competitor strengths and weaknesses and forecast projected business.
• Analyzed financial performance of area by monitoring budgets and expenses, reviewing financial statements and recommending appropriate actions.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Reduced operational risks while organizing data to forecast performance trends.
• Prepared, calibrated, and monitored production levels to achieve targets.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.

• Submit all F&B tips for the Hilton Garden Inn employees to payroll
• Complete profitability spreadsheets for both hotels and disburse them
• Post and process all payments for both hotels accounts.
• Ensured the deposits were done each day and deposited so we could track & forecast cashflow
• Created & Maintained all Direct Bill accounts for both hotels
• Generated and posted all banquets checks for both hotels
• Supported staff from Night Audit to Front Desk with any questions they had
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Established and maintained relationships with key customers to promote satisfaction and loyalty.
• Sought ways to improve processes and services provided to maximize efficiencies and accuracies.
• Negotiated with vendors to reduce costs and improve quality of services.
• Trained staff on operating procedures and company services to benefit accuracy of billing for both, guests and hotel.
• Met customer call guidelines for service levels, handle time and productivity.
• Cross-trained and backed up other customer service agents and managers.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Investigated and resolved accounting, service and delivery concerns.
• Coordinated with vendors to get prompt delivery of current and accurate billing
• Cleaned up old past due & unorganized billing so we were able to receive payment for aging accounts that were basically written off.
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.

• Assisted in all hotel equipment refreshes and installs for both properties
• Assisted in inventory controls during any hotel building projects
• Created the BrightHearted committee
• Co-President of the CARE committee
• Made sure all departments stayed on track with budget (labor & expense controls)
• Review P & L's with department heads to ensure each department is aware of performance & made plans as to how to change things if needed, Assisted with budgeting
• Assisted both properties labor controls
• Loaded rooming lists and maintained group masters and billing for both hotels
• Continued with AR at Hilton Garden Inn (including hotel deposits)
• Assisted in all hotel equipment refreshes and installs for both properties
• Go through Hilton QA (Quality Assessment) audits at both hotels make to each hotel is compliant with all brand standards and trainings
• Create and conducted training programs for each department to help with consistency and maintain training trackers for both hotels to ensure all employees are current in training
• President of the CARE & BrightHearted committee - also ensured all Brand standards were met and discussed during these meetings
• Created and rolled out Employee Recognitions programs (Criteria was to do them at least biannually and have quarterly luncheons)
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
• Collaborated with cross-functional teams to develop innovative solutions.
• Implemented operational strategies and effectively built customer and employee loyalty.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Managed budget implementations, employee evaluations, and contract details.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Interacted well with customers to build connections and nurture relationships.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

• Won Area Director of Revenue Management in 2012 for America's Doubletree 275 rooms or less
• Assisted in the conversion of the Doubletree from a Radisson
• Worked with all leadership team to create yearly budgets and track accuracies
• Maintained inventory and rate controls and out of order rooms during all hotel building projects
• Analyze business needs and patterns to establish the best ration of group vs transient rooms to maximize revenue
• Co-President of the CARE committee - would conduct monthly meeting, packets and employee information boards. Won CARE cup for Doubletree
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Performed audits to reduce and control loss and meet internal audit and compliance objectives.
• Reduced operational risks while organizing data to forecast performance trends.
• Created and managed execution of store business plans to drive KPI results and maximize business opportunities.
• Conducted competitor analysis to highlight competitor strengths and weaknesses and forecast projected business.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Analyzed financial performance of area by monitoring budgets and expenses, reviewing financial statements and recommending appropriate actions.

• Assisted with budgeting
• Managed the Front desk
• Hotel deposits
• Assisted in Quality Assurance Inspections
• Trained staff (skills and corporate training)
• Did all AR for the property
• Ordered hotel supplies
• Mentored and motivated team members to achieve challenging business goals.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Motivated, trained, and disciplined employees to maximize performance.
• Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
• Managed budget implementations, employee evaluations, and contract details.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Developed and implemented policies and procedures to improve customer service and satisfaction.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Handled cash accurately and prepared deposits.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Analyzed customer feedback data to identify areas of improvement and develop solutions.
• Trained and guided team members to maintain high productivity and performance metrics.

• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Supervised payroll corrections for accuracy and duplications.
• Encouraged and mentored employees to boost performance and remove process inefficiencies.
• Monitored customer service trends and provided insights to management team for further improvement.
• Served as floating manager-on-duty, MOD, to cover shift shortage.
• Delivered performance reviews, recommending additional training or advancements.
• Coached employees through day-to-day work and complex problems.
• Drafted employee work schedules to fill coverage gaps.
• Developed procedures to establish accurate and organized check-in and check-out processes.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Reduced customer issues by 40% with introduction of surveys and questionnaires.
• Mentored and motivated team members to achieve challenging business goals.