Denise Pearson
Portsmouth,VA
Summary
Customer-oriented Manager with twenty years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
30
30
years of professional experience
Work History
Floating General Manager
InTown Suites
09.2009 - 07.2023
- Developed and implemented strategies to increase sales and profitability.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Managed budget implementations, employee evaluations, and contract details.
- Developed and maintained relationships with customers and suppliers through account development.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Account Manager
Portfolio Recovery Associates
04.2003 - 09.2008
- Reviewed files to select delinquent accounts for collection efforts.
- Called customers by telephone to collect past due invoices, verify accuracy of charges or to correct account errors.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Counseled debtors on payment options and arranged installment agreements.
- Achieved performance goals on consistent basis.
Floating Manager
Suburban Extended Stay
01.2000 - 01.2003
- Identified conflicts among employees and used interpersonal communication to find effective solutions.
- Answered customer questions and provided immediate assistance to deliver exemplary service.
- Monitored working environment, making sure it was always safe, positive setting for all employees.
- Maintained high corporate standards at all times by ensuring that employees followed all company processes and procedures.
- Provided constructive feedback to workers, which improved morale and boosted efficiency.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
General Manager
Extended Stay America
04.1997 - 08.1999
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budget implementations, employee evaluations, and contract details.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Front Desk Manager
Comfort Inn & Suites
04.1993 - 04.1997
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- 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 guest complaints by addressing issues with rooms promptly.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Attended staff meetings and brought issues to attention of upper management.
- Prepared weekly employee work schedules to meet operational needs.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Checked guests in out of hotel, made reservations, and processed payments.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Entered and updated sensitive customer information during check-ins and room changes.
- Maintained transaction security by verifying payment cards against identification.
- Stored guest valuables in safe and individual boxes for security.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
Associate of Arts - Hospitality Administration And Management
Bryant And Stratton College - Newport News
Newport News, VA06.1991
Skills
- Sales Team Development
- Program Development
- Profit and Loss Accountability
- Vendor Negotiations
- Staff Development
- Verbal and Written Communication
- Problem Resolution
- Time Management
- Budgeting and Cost Control
- Team Leadership
- Human Resources Leadership
- Supervision and Training
- Coaching and Mentoring
- Client Relations
- Administrative Skills
- Customer Experience
- Operations Management
- Employee Scheduling
- Client Account Management
- Staff Training
- Safety Assurance
- Labor Cost Controls
- Sales Expertise
- Performance Evaluations
- Vendor Partnerships
- Inventory Control
- Training and Development
- Staff Motivation
- Marketing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Floating General Manager
InTown Suites
09.2009 - 07.2023
Account Manager
Portfolio Recovery Associates
04.2003 - 09.2008
Floating Manager
Suburban Extended Stay
01.2000 - 01.2003
General Manager
Extended Stay America
04.1997 - 08.1999
Front Desk Manager
Comfort Inn & Suites
04.1993 - 04.1997
Associate of Arts - Hospitality Administration And Management
Bryant And Stratton College - Newport News