Diane Adams
Temple,TX
Summary
Hospitality professional Manager offering my six years plus background in hospitality management operations. Proven track record of boosting and exceeding revenue goals. Exceptional leadership to drive customer service operations and occupancy sales. Decisive Manager equipped to handle range of daily operations needs and emergency situations at property. Stellar record of overall service Impact.
Overview
7
7
years of professional experience
Work History
Centralized Business Specialist
Baylor Scott & White Health
04.2024 - Current
- Coordinated with other departments to facilitate seamless operation and excellent patient care.
- Verify patient demographics, verify third party demographics.
- Assist patient advisory nurse line with patient red flag or nurse line as needed
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Prepared and processed patient referrals and transfer requests.
- Assisted with medical coding and billing tasks.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Managed hospital payments with insurance billing and patient payments.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Followed up with patients to reschedule missed appointments.
- Retrieved medical data for physicians and patients.
- Conducted quality improvement and customer satisfaction surveys to evaluate patient care.
- Secured confidential patient information from unauthorized access.
- Medication clarification, pharmacy request, prior authorizations for medications, and medication refill request.
- Defer Patient referrals that have expired, patient insurance change, or patient unreachable.
- Studied and researched various medical terms as well as software and coding systems.
- Generated medical reports on patient admissions, treatment and discharge for disbursement to various departments.
- Performed regular quality and validation assessments on patient data to verify accuracy.
Sales and Service Representative
Marriott International, Inc.
01.2023 - 04.2024
- Provided customer service and sales support to customers over the phone.
- Responded to customer inquiries, complaints, and requests in a timely manner.
- Liaised with wedding and event planners to increase hotel patronage and boost bookings.
- Identified potential sales opportunities by cross-selling and upselling additional products or services.
- Generated reports on sales activities for management review.
- Attended team meetings to discuss strategies for meeting sales goals and objectives.
- Tracked customer interactions using CRM software tools.
- Worked closely with other departments to ensure effective communication between teams.
- Participated in training sessions to stay current with new products, services, & technology.
- Ensured compliance with applicable laws and regulations regarding privacy policies.
- Provided assistance in resolving escalated customer complaints or disputes.
- Prepared detailed quotes for prospective customers.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Placed orders and answered customer questions through email and over phone to maximize customer service experience.
- Adhered to company initiatives and achieved established goals.
- Drove substantial sales through suggestive selling and by promoting add-on purchases.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Surpassed sales goals through implementation of successful marketing strategies.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Supported sales team members to drive growth and development.
Assistant General Manager
Home 2 Suites By Hilton
09.2021 - 02.2024
- Passed Hilton QA with outstanding
- Hotel was ranked in the top 10 of Brand
- Received Most Improved Overall Service Award from Hilton.
- Acting General Manager in the absence of the General Manager.
- Implemented innovative programs to increase employee loyalty and reduce turnover such as employee of the month.
- Establish great relationship with Vendor reps.
- Created extended stay Guest log to be in compliance.
- Maintained files, running reports and delivering updates on occupancy and revenue.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Conducted Weekly staff meetings with all Department heads.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports for extended stays High balance
- Processed Accounts receivable and accounts Payable to Operations manager for approval twice a week.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Managed team schedule with eye for coverage per forecast needs and individual strengths.
- Managed team of Front Desk Agents, Breakfast Attendants, Housekeeping Supervisor, Room Inspectors, Room Attendants, Maintenance Director & Maintenance
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Handled cash accurately and prepared deposits.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Drive Sales for potential groups or long term guest.
- Process Inventory to process orders within monthly revenue budget
- Coached staff on strategies to enhance performance and improve customer relations.
- Built and maintained productive relationships with employees.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs per brand standards.
- Oversee recruiting, interviews and new employee hiring.
- Delegated work to department leads and staff, setting priorities and goals.
- Responded to and resolved guest issues or complaints.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Monitored reservations to track incoming parties and special events BAR
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
- Negotiated rates with corporate entities related to extended stay contracts.
- Mentored new employees, demonstrating best methods for servicing clients and guests.
- Handled guest complaints and offered complimentary services for hardship cases.
- Inspected hotel rooms and public spaces to determine cleanliness and need for room updates.
- Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, special requests and operational challenges.
- Established successful employee turnover and retention strategies to improve culture and boost employee experience and business outcomes.
- Conducted regular performance reviews for staff members.
- Resolved conflicts between customers and staff in a timely manner.
- Identified areas of improvement in order to maximize efficiency of operations.
- Gathered feedback from customers through Guest assistance surveys or other methods to measure satisfaction levels.
- Created reports on daily transactions and sales activity for management review.
Assistant General Manager
Home 2 Suites By Hilton
03.2018 - 09.2021
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Managed team of Front Desk Agents, Breakfast Attendants, Housekeeping Supervisor, Room Inspectors, Room Attendants, Maintenance Director & Maintenance.
- Scheduled all employees to adhere to hotel effectiveness by weekly and daily forecast.
- Created room blocks and sales contracts.
- Recruited, hired and trained team members.
- Processed all employee payroll biweekly.
- Processed accounts receivable and payable to corporate weekly.
- Oversaw financial management, budget management, accounting and payroll activities.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Tracked and replenished inventory to maintain par levels.
- Addressed customer concerns with suitable solutions.
- Reviewed daily financial reports and reconciled accounts to keep information current and accurate entered in STR Global
- Reviewed daily financial reports and reconciled Direct billed House Accounts
- Built strong operational teams to meet process and production demands.
- Improved employee morale and management communication by creating employee recognition and monthly rewards
- Collaborated with team leaders on quality assurance audits.
- Trained, coached and mentored staff on best practices and protocols to secure smooth new program adoption.
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Analyzed customer feedback data and trends to identify areas of improvement and create a plan
- Respond to Guest assistance claims within 24 hours and resolved.
- Took inventory in all departments and processed orders to replenish supplies from Sysco, Vistar, USA Foods, HD Supply and Guest Supply.
- Processed outside work orders for equipment.
- Managed Hotel through full renovation.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Raised property accuracy and accountability by creating new automated tracking method Kipsu.
- Managed purchasing, sales, market and customer account operations efficiently.
- Honors enrollment Champion,
Education
Associate of Arts -
Pierce College
Puyallup, WA06.2017
Hospitality Management -
Strayer University
Washington, DCSkills
- Hotel Management and operations
- Work Planning and Prioritization
- Revenue generation
- Payroll
- Project management
- Complaint Resolution
- Training proficiency
- Food Service Operations
- Vendor collaboration
- Performance Evaluations
- Presentation skills
- Brand Standards Adherence
- Direct Bill Processing
- A&R Process
- Interviewing and Hiring
- Supply Purchasing
- CRM Software
- Expense Reports
- Group Bookings
- Build House Accounts
- Staff Evaluations
- Depository Payments
- Drive Sales for occupancy
- Inventory Management
- Staff Training and mentoring
- Policy and Procedures
- Budget Implementation
- Room Inspections
- Verbal and Written Communication
- Shift Scheduling
- Negotiation
- Cost reduction
- Report preparation
- Customer service management
Education and Training
true,other,other
Timeline
Centralized Business Specialist
Baylor Scott & White Health
04.2024 - Current
Sales and Service Representative
Marriott International, Inc.
01.2023 - 04.2024
Assistant General Manager
Home 2 Suites By Hilton
09.2021 - 02.2024
Assistant General Manager
Home 2 Suites By Hilton
03.2018 - 09.2021
Associate of Arts -
Pierce College
Hospitality Management -
Strayer University
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