Derek Mertz
Wisconsin Rapids
Summary
Results-oriented General Manager with over 6 years of experience in hospitality. Specializes in team leadership, inventory management, and customer service. Committed to fostering collaboration and operational efficiency while building strong relationships across various demographics and management levels.
Overview
16
16
years of professional experience
Work History
Operations Manager
Hilton Garden Inn Hotel
Wisconsin Dells
03.2026 - Current
- Managed daily hotel operations to ensure smooth guest experiences.
- Supervised front desk staff to elevate customer service quality.
- Coordinated room assignments and housekeeping schedules for efficiency.
- Implemented inventory management systems for supplies and amenities.
- Assisted in training new employees on operational procedures and standards.
- Resolved guest complaints promptly to sustain positive guest relationships.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remained at optimal levels.
- Monitored processes and team performance to enhance overall customer service.
General Manager
Candlewood Suites Hotel
Champaign
01.2024 - 03.2026
- Oversaw daily hotel operations and ensured high-quality guest services.
- Managed staff schedules to optimize workforce efficiency and ensure smooth operations.
- Trained and developed team members to enhance service delivery standards.
- Implemented procedures to maintain cleanliness and organization throughout the hotel.
- Monitored inventory levels and coordinated supply orders for essential items.
- Addressed guest inquiries and resolved issues to improve overall satisfaction.
- Collaborated with sales teams to promote hotel features and packages effectively.
- Conducted regular facility inspections to ensure safety standards compliance.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Trained employees on duties, policies and procedures.
- Created schedules and monitored payroll to remain within budget.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Administered employee discipline through verbal and written warnings.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Tracked monthly sales to generate actionable reports for business development planning.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Directed safety operations and maintained a clean work environment to adhere to FDA and OSHA requirements.
General Manager
AmericInn Hotel & Suites
Plover
02.2017 - 10.2023
- Oversaw daily hotel operations and ensured high-quality guest services.
- Managed staff schedules and optimized workforce efficiency for smooth operations.
- Trained and developed team members to enhance service delivery standards.
- Implemented procedures to maintain cleanliness and organization throughout the hotel.
- Monitored inventory levels and coordinated supply orders for essential items.
- Addressed guest inquiries and resolved issues to improve overall satisfaction.
- Collaborated with sales teams to promote hotel features and packages effectively.
- Conducted regular inspections of facilities to ensure compliance with safety standards.
- Managed daily business operations encompassing budgeting, staffing, scheduling, inventory control, customer service, and sales to ensure seamless service delivery.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Developed and managed employee schedules while tracking payroll expenses to ensure adherence to budgetary guidelines.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Tracked monthly sales to generate reports for business development planning.
- Guided management and supervisory staff to promote smooth operations.
- Led associates and managers to deliver exceptional client experiences through direct involvement in service operations.
Loan Officer
Nekoosa Cash Advance dba Point Title and Pawn Loan
Stevens Point
07.2015 - 02.2017
- Evaluated loan applications for compliance with company policies and regulations.
- Evaluated credit reports to assess borrower eligibility and identify risk factors.
- Assisted clients in understanding loan options and terms available at Nekoosa Cash Advance.
- Processed loan disbursements and managed documentation efficiently and accurately.
- Communicated with clients to resolve inquiries and provide support throughout the loan process.
- Monitored repayment schedules and followed up on outstanding balances with clients.
- Informed customers about various loan products and credit options, facilitating informed decision-making.
- Cultivated relationships with potential customers, enhancing loan business opportunities.
- Reviewed loan agreements to confirm completeness and accuracy.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Recommended loan approvals and denials based on customer loan application reviews.
- Reviewed credit histories, income statements, and other financial information of loan applicants.
- Approved or denied loan applications based on established guidelines.
Sales Associate
Younkers Department Store
Plover
08.2010 - 06.2014
- Greeted customers and provided exceptional customer service.
- Assisted customers in selecting products and providing product information.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained clean, organized sales floor to enhance customer shopping experience and satisfaction.
- Operated point-of-sale system for processing transactions efficiently.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Resolved customer complaints professionally to ensure positive customer experiences.
- Collaborated with team members to consistently meet and exceed daily sales goals.
- Implemented visual merchandising standards to promote seasonal promotions effectively.
Education
Business Administration And Management
Fox Valley Technical College
Appleton, WI05-2016
Skills
- Operations management
- Inventory management
- Staff scheduling
- Budget management
- Quality assurance
- Performance monitoring
- Training and development
- Customer relationship management
- Compliance adherence
- Supply chain logistics
- Production
- Business and operations management
- Management
- Business administration
- Staff management
- Time management
- Cost reduction strategies
- Problem solving
- Troubleshooting and problem solving
- Conflict resolution
- Team building
- Onboarding and orientation
- Emergency response
- Crisis management
- Multidisciplinary collaboration
- Effective communication
- Microsoft office expertise
- HR planning
- Data archiving
- Sales promotion
- High-pressure environments
- Employee relations
Accomplishments
The best of AmericInn awards for 2017,2018,2019,2021,2022,2023
Timeline
Operations Manager
Hilton Garden Inn Hotel
03.2026 - Current
General Manager
Candlewood Suites Hotel
01.2024 - 03.2026
General Manager
AmericInn Hotel & Suites
02.2017 - 10.2023
Loan Officer
Nekoosa Cash Advance dba Point Title and Pawn Loan
07.2015 - 02.2017
Sales Associate
Younkers Department Store
08.2010 - 06.2014
Business Administration And Management
Fox Valley Technical College