Summary
Overview
Work History
Education
Skills
Timeline
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Erica Brown

Baton Rouge,LA

Summary

Energetic Hotel Manager enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity.

Overview

15
15
years of professional experience

Work History

General Manager

Woodspring Suites
01.2023 - Current
  • Develop and implement strategies to increase sales and profitability.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Increase customer service ratings through personable service.
  • Create and manage accurate occupancy forecasts and budgets.
  • Handle guest complaints and offer complimentary services to maintain high guest satisfaction rates.
  • Establish and uphold high standards, promoting great customer service and assistance to guests.
  • Monitor and evaluate performance of personnel to confirm compliance with standards.
  • Solicit and review guest feedback and promptly resolve complaints.
  • Participate in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
  • Develop and maintain relationships with external vendors and suppliers.
  • Analyze and report on key performance metrics to senior management.
  • Work collaboratively with managers and corporate to meet or exceed hotels financial budget and guest service goals.
  • Participate in weekly revenue management and sales strategies calls.
  • Responsible for appropriate scheduling of hotel staff to ensure guest needs while ensuring labor budgets are withheld.

On-Site Manager

Woodspring Suites
12.2019 - 01.2023
  • Oversee day-to-day operations of 121-room hotel with staff of 13 employees.
  • Handle guest complaints to maintain high guest satisfaction rates.
  • Increased customer service ratings through personable service.
  • Participate in financial activities such as setting room rates and establishing budgets.
  • Resolve problems, improve operations and provide exceptional service.
  • Provide exceptional service and assistance to guest upon check-in.
  • Manage team of employees, overseeing hiring, training and professional growth of employees.
  • Prepare revenue generation and review with sales team weekly.
  • Assist the General Manager with the creation of financial reports as required by the Corporate Office.
  • Ensure the efficient operation of the hotel in the absence of the General Manager.
  • Respond to guest reviews within 24 hours.
  • Prepare and make bank deposits.
  • Order supplies to keep hotel running efficiently.

Guest Services Associate

Woodspring Suites
04.2018 - 12.2019
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Explained hotel's policies and procedures to guests upon check-in.
  • Checked guests in out of hotel, made reservations and processed payments.
  • Maintained transaction security by verifying payment cards against identification.
  • Maintained working knowledge of nightlife, local dining establishments and historic sites to share with hotel guests.
  • Exceeded specific company objectives by fostering relationships with staff and customers to increase revenue.
  • Created lasting relationships with guests that built loyalty and drove hotel revenue.

Team Lead

Circle K
05.2016 - 04.2018
  • Helped customers complete purchases, locate items and join reward programs.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Oversaw weekly and seasonal merchandising and signage changes to promote specific products.
  • Checked personal identifications during alcohol and tobacco sales.
  • Facilitated and logged store opening, closing and shift changes.
  • Trained team members on cash register operation and cash handling.
  • Communicated with customers and team members to solve problems.
  • Operated POS cash register and equipment to collect payments.

Office Manager

A Smart Start Academy
01.2009 - 04.2016
  • Consulted with parents to build and maintain positive support networks and support continuing education strategies.
  • Oversaw office inventory activities by ordering and stocking.
  • Maintained computer and physical filing systems.
  • Updated reports, managed accounts and generated reports for company database.
  • Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
  • Scheduled conference rooms, prepared agendas and maintained calendars to prepare for meetings and events.
  • Coordinated communications, financial processing, registration, recordkeeping and other administrative functions.
  • Kept accounts and records current by actively pursuing error resolutions and independently correcting problems.

Education

No Degree - Business Management

Southern University And A & M College
Baton Rouge, LA
12.2024

High School Diploma -

North Iberville High School
Rosedale, La
05.2005

Skills

  • MS Office
  • Problem-Solving
  • Guest Experiences and Retention
  • Training and Development
  • Motivational Leader
  • Flexible and Adaptable
  • Guest Complaint Resolution
  • Brand Management
  • Budgeting and Cost Control
  • Reservation Management

Timeline

General Manager

Woodspring Suites
01.2023 - Current

On-Site Manager

Woodspring Suites
12.2019 - 01.2023

Guest Services Associate

Woodspring Suites
04.2018 - 12.2019

Team Lead

Circle K
05.2016 - 04.2018

Office Manager

A Smart Start Academy
01.2009 - 04.2016

No Degree - Business Management

Southern University And A & M College

High School Diploma -

North Iberville High School

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Erica Brown