Emerald Perez
Pontiac,MI
Summary
Experienced Hospitality Manager with a background in managing high-volume, luxury hotel operations. Strengths include staff management and training, budgeting and financial analysis, customer service, and strategic planning to enhance guests' experience. Have consistently improved operational processes, enhanced customer satisfaction rates and managed successful teams in previous roles.
Overview
5
5
years of professional experience
Work History
Hospitality Manager
Best Western Hotel
Saginaw, Michigan
04.2007 - 06.2012
- Assisted in managing daily hotel operations and guest services.
- Coordinated staff schedules to ensure adequate coverage during peak times.
- Handled guest inquiries and resolved complaints efficiently and professionally.
- Maintained cleanliness and organization in public areas and guest rooms.
- Monitored compliance with health and safety regulations within the facility.
- Trained new staff on service standards and company policies effectively.
- Trained new employees on proper hospitality protocols according to company guidelines.
- Organized and managed staff schedules, ensuring adequate coverage for all shifts.
- Developed and implemented hospitality policies to ensure guest satisfaction.
- Promoted a positive work environment by effectively communicating with staff members and resolving conflicts in a timely manner.
Education
BBA - Business Administration And Management
Oakland Community College
Bloomfield Hills, MISkills
- Customer service
- Team management
- Leadership development
- Guest relations
- Hospitality training
- Operational oversight
- Complaint handling
- Process improvement
- Front office management
- Facility management
- Food safety regulations
- Guest satisfaction tracking
- Reservation systems
Timeline
Hospitality Manager
Best Western Hotel
04.2007 - 06.2012
BBA - Business Administration And Management
Oakland Community College
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