Claraneisha Cooley

• Provide inspirational leadership for the organization
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Assigns duties to staff and observes performance to ensure adherence to company policies and established operating procedures
• Provides training, including safety training, to staff
• Selects or assists in the selection of staff and completes all new hire paperwork and onboarding
• Reviews employee performance and conducts personnel actions such as disciplinary actions and terminations
• Maintains accurate records including cash flow management, direct bill accounts, credit card receipts, registration cards, and membership information
• Conducts or assists in conducting staff meetings
• Adheres to all company procedures and regulations as well as standard operating procedures
• Handle all HR related matters
• Receives and resolves or assists in resolving client complaints and employee issues
• Performs functions of the Owner in their absence
• Assists in developing, implementing, and reviewing operational policies and procedures
• Helps promote a company culture that encourages top performance and high morale
• Oversee budgeting, reporting, planning, and auditing
• Identify and address problems, customer pain points and opportunities for the company
• Build alliances and partnerships with other organizations
• Runs, Processes, and Oversees Payroll
• Administrative duties (including faxing, copying, filling, employee recognition dates, etc.)
• Assists with sales and marketing efforts as directed
• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Supports top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
• Delivers business strategy and developed systems and procedures to improve operational quality and team efficiency
• Drafts invoices for completed work.
• Negotiates price and service with customers and vendors to decrease expenses and increase profit.

• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Coached employees through day-to-day work and complex problems.
• Prepared reports to assist business leaders with key decision making and strategic operational planning.
• Standardized office structures and processes to promote collaboration and increased performance.
• Utilized client and staff feedback to maintain customer partnerships and increase revenue.
• Assisted General Manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
• Interpreted management directives to define and document administrative staff processes.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
• Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
• Completed bi-weekly payroll for 75 employees.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
• Resolved issues through active listening and open-ended questioning, escalating major problems to General Manager.
• Mentored front desk employees on proper procedures and how to use programs such as Hilton ONQ, keeping operations consistent and efficient for maximum performance.
• Trained team members on new hotel services and products to support promotional efforts.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and confirmed salaries for staff.

• Communicate with customers (verbal and written) with a problem-solving attitude
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Understand the issue and make best use of the available resources to resolve the issue
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Able to systematically escalate problems or variance in the information to the relevant owners and teams and follow through on the resolutions to ensure they are delivered
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Documented and detailed calls and complaints using Amazon's database.
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
• Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
• Resolved concerns with products or services to help with retention and drive sales.
• Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
• Researched issues through identification of similar past problems and recommended most appropriate solution.
• Demonstrated ownership to resolve challenging customer issues, escalating when necessary
• Excellent communication, both verbal and written with team and team leads Customers/Drivers, Customer Service and Technical Associates, Delivery Station Managers, and Delivery Associates in real time

(Outlined specifics for job/property below)

• Checks guests in and out providing above and beyond hospitality and customer service
• Followed and completed shift checklists; taking initiative to identify guest needs
• Applied problem solving skills to resolve guest issues to their satisfaction
• Handled continuous requests in a fast paced environment by coordinating with other departments to ensure all guest requests were met
• Handled light bookkeeping and light accounting
• Followed proper cash and credit card handling procedures
• Posted and reconciled charges applied to guests receipts
• Supported the goals of the hotel through teamwork and collaboration with all departments
• Supported sales with follow through on group bookings at property and acknowledgment program with business transient accounts
• Logged wake-up call requests and set up automatic rings in system.
• Trained and mentored staff on procedures, service standards and productivity strategies.
• Performed nightly updates to room charges and rates.
• Balanced hotel accounts and resolved discrepancies.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Kept accounts in balance and ran daily reports to verify totals.
• Resolved service-related problems and documented actions in system.
• 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.

• 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.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Resolved various issues and discrepancies for customers.
• Handled billing information over phone.
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
• Provided follow through on all calls with confirmations and dissemination of requested information.
• Handled group reservations and answered questions from interested clients for busy 700-room hotel.
• Utilized Lightspeed & Galaxy to input all key data into hotel's database system.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
• Managed administrative logistics of groups planning and booking
• Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation and proposal development for groups and events.
• Processed all group blocks from the Sales department and effectively entered all group blocks into the reservation system
• Assisted with pre-arrival planning
• Set inventory controls or host blocks for each group
• Monitored group blocks after they have been entered into the system
• Handled reservations calls, both internal and external
• Provided clerical support and assistance to Revenue Management/Reservations

• Handled customer relations issues, enabling quick resolution and client satisfaction.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
• Organized promotional events and interacted with community to increase sales volume.
• Attended and participated in conferences and trade shows to generate new leads, network and drive business.
• Held weekly meetings with hotel and company managers to identify techniques to overcome sales obstacles.
• Produced contracts, reports, letters, and proposals for clients.
• Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
• Managed accounts to retain existing relationships and grow share of business.
• Improved sales processes to streamline customer acquisition and onboarding strategies.
• Created effective strategies to target new markets after researching and analyzing competitor behavior.
• Aggressively pursued competitive accounts by differentiating company from competitors.
• Developed innovative marketing campaigns to increase engagement with target demographic and drive brand exposure.
• Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
• Identified opportunities for growth within
• Charlotte Airport market and collaborated with sales teams to reach sales goal.

• Consistently provided friendly guest service and heartfelt hospitality
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Delivered messages, mail and packages left for guests and hotel facilities in a timely manner
• Used quick response and dynamic service skills to build relationships with guests, improving retention rate.
• Checked requests and room service for accuracy and guests needing assistance.
• Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
• Communicated customer complaints, requests and feedback to company management
• Followed all cash, security, inventory and labor policies and procedures strictly
• Logged wake-up call requests and set up automatic rings in system.
• Reviewed checklist on daily basis and planned shift accordingly.
• Promoted local entertainment and sporting events and offered details to assist guests.
• Performed nightly updates to room charges and rates.
• Balanced hotel accounts and resolved discrepancies.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Kept accounts in balance and ran daily reports to verify totals.
• Documented accounts and logs throughout shift to keep up with requirements.
• Ran daily, weekly and monthly reports to close day and meet objectives.

• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Logged wake-up call requests and set up automatic rings in system.
• Kept accounts in balance and ran daily reports to verify totals.
• Registered and assigned rooms to guests of motel
• Reviewed and processed account information and charges with guests during check-out
• Verified that personal and payment information on guest accounts was accurate and complete
• Made and confirmed reservations via phone, email, and internal system
• Performed bookkeeping activities, such as balancing accounts and conducting nightly audits
• Improved customer service ratings through outstanding customer service

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Executed record filing system to improve document organization and management.
• Coordinated bookkeeping activities in QuickBooks and Lawson.
• Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
• Coached new employees on administrative procedures, company policies and performance standards.
• Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
• Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
• Scheduled office meetings and client appointments for staff.