Summary
Overview
Work History
Education
Skills
Timeline
Generic

Eric Baker

Bellevue,WA

Summary

Dear Hiring Manager, I am writing to express my strong interest in the Operations Manager position at AC Hotel in Bellevue. With over 20 years of experience in the hospitality and guest services industries, including 10+ years in leadership roles, I am confident in my ability to contribute to the success of your hotel. Throughout my career, I have developed a wide range of skills that are essential for the role of Operations Manager. These include team building, conflict resolution, interpersonal communication, active listening, critical thinking, and more. I am also proficient in the latest upgrades of Microsoft Suite, ADP, Adobe Opera, FS-PMS, Fosse, Lightspeed, and OnQ software, and I have the ability to type 65 words or more per minute. In addition, I have a strong track record of leveraging expertise in P&L management, revenue management, and forecasting strategies. I am confident that I can use these skills to contribute to the profitability and success of AC Hotel in Bellevue. I am eager to learn more about the Operations Manager position and the opportunity to contribute to the success of your hotel. Thank you for your time and consideration. Sincerely, Eric T Baker

Overview

16
16
years of professional experience

Work History

Asset Protection Manager

JCPenney's Stores
07.2023 - Current
  • Responsibilities include team development, internal and external investigations, and shrink and safety
  • They conduct developmental conversations, hire and train personnel, coach associates, and actively identify potential theft and fraud
  • Also review and document investigations, communicate external theft trends, and maintain relationships with local law enforcement
  • Tailoring company directives to specific stores, educating and motivating teams on shrinkage reduction and safety, and auditing departments for merchandise protection standard adherence
  • Core competencies include taking accountability, producing results, and working collaboratively
  • Reviews the reports of external apprehensions, internal investigations, incident reports, and Sales Audit documentation
  • Creates a culture of inclusion and collaboration, actively supporting teamwork and team spirit.

Director Of Rooms Division

Hotel Interurban
09.2022 - 06.2023
  • Oversees a team of 2 Front Office Managers, 2 Housekeeping Supervisors, 8 Front Desk Associates, and 14 Housekeepers
  • A proven track record of exceptional Guest Service scores, controlling budgets, payroll, purchasing expenses, forecasting, and inventory control
  • The Director interviews, trains, supervises, counsels, schedules, and evaluates staff, and recruits, manages, trains, and develops the Guest Service/Front Desk Staff and Housekeeping staff
  • Schedules staff based on business demand and ensured all shifts are covered, assist other departments wherever necessary, and attend all operation meetings, Revenue calls, resume, and BEO meetings in a timely manner
  • The Director also covers shifts at the front office if needed to maintain smooth operation.

Night Operations Supervisor

Lowe's Home Improvement
05.2020 - 07.2021
  • Implemented the "see and out fill an out" system, which reduced IRP and duplicate scans
  • You consistently increased department sales to 29.53% comp and provided resources and tools to support customer service
  • You also coached and trained associates, managed performance, and ensured adequate department coverage
  • You managed down stocking, inventory management, area recovery, safety walks, reporting hazards, and provided input on merchandising decisions.

Operations Supervisor

Marriott International, Inc Westin Hotels.
03.2019 - 08.2020
  • As an Operation's Supervisor, the candidate assisted in managing housekeeping operations by performing quality control, documented, and resolved issues with discrepant rooms, managed controllable expenses, conducted human resources activities, and assisted management in hiring, training, and motivating employees
  • Additionally, handled front desk duties, including using PMS systems for guest check-in and check-out, and used the Guest Service Portal to handle requests, chat with guests, handle complaints, and resolve chargebacks or refunds.

Assistant General Manager

Extended Stay America Hotels
01.2018 - 03.2019
  • As an Assistant General Manager, assisted the GM with various tasks such as interviewing, onboarding, and training new associates
  • Supported the management and development of departmental teams and performed Manager on Duty responsibilities with the General Manager
  • Focused on providing excellent customer service, ensuring that guests were readily available and approachable
  • Additionally, autonomously managed the purchase order process, ensuring timely ordering and receiving of products.

Security Officer

Marriott International
02.2017 - 02.2018
  • Responsible for patrolling the property, assisting guests with room access, monitoring surveillance systems, and responding to emergencies
  • Officers must contact EMS, administer first aid/CPR, and call for outside assistance if necessary
  • Completed incident reports, handle interruptions and complaints, resolve safety hazards, and escort unwelcome people from the property
  • Required to maintain confidentiality of all security reports and documents and only release information to authorized individuals
  • Additionally, conduct investigations, gather evidence, and interview relevant parties.

Loss Prevention Specialist

Kohl's E-Fulfillment Center
10.2012 - 02.2017
  • Key achievements include consistently reducing shrink and target numbers, developing and implementing inventory control processes, and detecting and resolving violations of company policies and criminal activities
  • The individual also collaborates with the store manager to execute programs and strategies related to theft and fraud mitigation, operational excellence, safety, and environmental compliance
  • They prepare case reports for law enforcement and corporate loss prevention audits and assist in the hiring process, training, orientation, and instituting company guidelines for new employees.

Guest Services Representative

Extended Stay America Hotels
10.2008 - 08.2012
  • Was responsible for managing and maintaining front desk services, including guest arrival, payment processing, and handling guest complaints and issues
  • They completed and retained shift reports outlining guest arrivals, departures, and payments processed
  • Additionally, the individual managed a multi-line phone system, handling internal and external calls, and issuing keys and other items to guests.

Asset protection manager

Wal-Mart Corporation
04.2009 - 01.2011
  • During their tenure, the individual reduced store and employee theft by 86% and safety incidents by 74.8%
  • Supervised loss prevention staff, security personnel, and surveillance equipment
  • Trained staff on new and existing policies and procedures, implemented procedures to assist in inventory loss reduction, managed the loss prevention department budget, and prepared quarterly and annual reports
  • Conducted performance reviews, planned and coordinated sales and promotional activities, and monitored employee scheduling.

Education

High School Diploma - undefined

Overlea High School
Baltimore, MD
01.1994

Skills

  • Training & Development
  • Customer Service
  • Office Management
  • Safety
  • Administration
  • Team Building
  • Data Analysis
  • Leadership
  • Incident Reports
  • Writing
  • Investigations
  • Fraud Examinations
  • Court Testimonials
  • Asset Protection
  • Planning
  • Forecasting
  • Scheduling
  • Guest Services
  • Task Force Management

Timeline

Asset Protection Manager

JCPenney's Stores
07.2023 - Current

Director Of Rooms Division

Hotel Interurban
09.2022 - 06.2023

Night Operations Supervisor

Lowe's Home Improvement
05.2020 - 07.2021

Operations Supervisor

Marriott International, Inc Westin Hotels.
03.2019 - 08.2020

Assistant General Manager

Extended Stay America Hotels
01.2018 - 03.2019

Security Officer

Marriott International
02.2017 - 02.2018

Loss Prevention Specialist

Kohl's E-Fulfillment Center
10.2012 - 02.2017

Asset protection manager

Wal-Mart Corporation
04.2009 - 01.2011

Guest Services Representative

Extended Stay America Hotels
10.2008 - 08.2012

High School Diploma - undefined

Overlea High School

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