EMILY HOGAN
Mechanicsburg,PA
Summary
Passionate hotel leader, cross trained in every department and skilled in communicating with guests and associates to provide information, resolve challenges and deliver exceptional service. Highly organized, great attention to detail, and strong leadership skills illustrated over 4 years of industry experience.
Overview
6
6
years of professional experience
Work History
Assistant General Manager
Aimbridge Hospitality
10.2023 - Current
- Oversaw daily operations, ensuring all tasks were completed efficiently and to high standard.
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Resolved customer complaints with professionalism, restoring trust and loyalty.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Review and address guest feedback daily on multiple platforms. (GXP, Guestvoice)
- Assisted in the recruitment, hiring, and onboarding process in iCIMS for new employees to build a skilled workforce committed to excellence in service delivery.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Prepared and reviewed employee timecards in Dimensions for missing punches, requests off, tips and service charges.
- Work any shift in all departments for success of the company.
GM Apprentice
Aimbridge Hospitality
09.2023 - Current
- Learning a wide range of simple and complex techniques from on-the-job training, including Scheduling, Forecasting, End of Month, ICIMS, and Accounts Receivable
- Worked under guidance of experienced professionals to learn best practices and techniques for Budgeting, Maximizing Occupancy, and Managing all department of the hotel
- Prioritized and accomplished multiple tasks within established timeframes
- Maintain detailed records of sales and customer information in Sales Force, Fosse, A3
- Liaised with customers, management, and food & beverage staff, to better understand customer needs and recommend appropriate solutions
- Compiled client profiles and entered event and payment information into operating system
- Maintain and develop long-term relationships with high net-worth clients
- Work with Director of Sales to generate appropriate rates for corporate and groups maintaining REVPAR growth and congruence
Lead Guest Service Agent
Courtyard Marriott Shippensburg
03.2022 - 10.2023
- Maintaining Front Desk schedules and inventory in line with the budget
- Managed guest reservations with accuracy, ensuring all requests were met during their stay.
- Organizing team activities/events and incentives
- Ensuring profit maximization for the hotel and ownership
- Creating and maintaining a positive work environment.
- Training and motivating all new and veteran associates
- Enforcing Marriott brand standards
- Ensuring new and current employees are compliant with all Marriott and Aimbridge trainings
- Assist with the onboarding process of new associates
- Clear communication and coordination of all Sales events as well as current and future groups arriving to the hotel
- Facilitate with Daily Cash deposits
Sales Coordinator
Courtyard Marriott Shippensburg
03.2022 - 10.2023
- Maintaining Front Desk schedules and inventory in line with the budget
- Organizing team activities/events and incentives
- Ensuring profit maximization for the hotel and ownership
- Creating and maintaining a positive work environment
- Training and motivating all new and veteran associates
- Enforcing Marriott brand standards
- Ensuring new and current employees are compliant with all Marriott and Aimbridge trainings
- Assist with the onboarding process of new associates
- Clear communication and coordination of all Sales events as well as current and future groups arriving to the hotel
- Facilitate with Daily Cash deposits
- Lead and guided new and current staff through required trainings
- Placed and received orders and ensured correct invoices within Market basket and the budget
- Conducted regular room inspections to verify compliance with Marriott standards
- Communicated repair needs to Engineering staff
- Developed and implemented detailed housekeeping routines in accordance with brand standards to promote cleanliness for guest rooms and common areas
- Completed schedules based on forecasted occupancy to stay within budget
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
Housekeeping Supervisor
Courtyard Marriott Shippensburg
06.2020 - 03.2022
- Conducted regular room inspections to verify compliance with Marriott standards
- Communicated repair needs to Engineering staff
- Developed and implemented detailed housekeeping routines in accordance with brand standards to promote cleanliness for guest rooms and common areas
- Completed schedules based on forecasted occupancy to stay within budget
Internship Student
Girls On The Run Maine
03.2019 - 06.2019
- Reported back to instructor to receive day-to-day tasks and responsibilities
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement
- Sorted, organized, and maintained files
- Answered and transferred incoming telephone calls, taking messages for various staff members
- Coached a group of elementary aged girls to have success in their future
Education
Associate of Arts - Business
Southern Maine Community College
South Portland, Maine05.2019
Associate of Arts - Liberal Studies
Southern Maine Community College
South Portland, Maine05.2019
Skills
- Fosse
- Market Basket
- Ultipro
- Dimensions
- iCIMS
- Initiative
- Organization
- Efficiency
- Quick Learner
- Time Management
- Superior Communication
- Customer Service
Accomplishments
- Employee of the Year, 12/2022
- Kindness 365 Chairperson
- Manager On Duty program
- Aimbridge RISE GM Apprenticeship program
- RAMP Certified
- SERV SAFE Certified
Timeline
Assistant General Manager
Aimbridge Hospitality
10.2023 - Current
GM Apprentice
Aimbridge Hospitality
09.2023 - Current
Lead Guest Service Agent
Courtyard Marriott Shippensburg
03.2022 - 10.2023
Sales Coordinator
Courtyard Marriott Shippensburg
03.2022 - 10.2023
Housekeeping Supervisor
Courtyard Marriott Shippensburg
06.2020 - 03.2022
Internship Student
Girls On The Run Maine
03.2019 - 06.2019
Associate of Arts - Business
Southern Maine Community College
Associate of Arts - Liberal Studies
Southern Maine Community College
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