Floyd Hillis-Cooper
Belle Vernon,PA
Summary
Personable Front Desk Agent with 5 years of addressing special requests and maintaining professional and personable interactions. Tactful communicator and proactive problem solver with expertise in reservations management and check-in procedures. Experienced supervisor with the ability to train and motivate staff to meet challenging performance targets and consistently satisfy customers with high-quality service. Focused on keeping the department efficient and cost-effective. Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
9
9
years of professional experience
Work History
General Manager
Cobblestone Inn and Suites
05.2023 - 05.2024
- Monitored 12 team member performance, conducting evaluations and recommending promotions
- Reinforced training and upheld company-wide service and brand quality standards
- Built high-performing teams and worked collaboratively to drive change initiatives within organization
- Analyzed and optimized sales, marketing and promotional strategies using industry expertise.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Hotel Front Desk Supervisor
Holiday Inn Central West End
09.2019 - 05.2023
- Managed check-in, check-out and guest service tasks
- Posted charges for rooms, food, liquor, or telephone calls to account ledgers
- Resolved problems with rooms by contacting housekeeping and maintenance to address issues
- Registered and assigned rooms to guests, provided room keys, received messages and maintained accounts
- Supported leadership by maintaining hotel standards and promoting hotel and its services
- Monitored and developed team members performance through supervision and training
- Trained staff members on how to handle the expected, routine issues and problem-solve complex concerns.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
Worker
Sunsytem Technology
05.2017 - 07.2017
- Supported production goals by working well with small and large teams to accomplish objectives
- Maintained positive work atmosphere by cooperating professionally with customers, team members and management.
Warehouse Production Worker
Milgard Doors and Windows
10.2015 - 06.2016
- Trained new team members to follow company safety policies and properly report hazards
- Worked flexibly to cover logistical needs of warehouse operations
- Abided by safety standards and OSHA regulations in warehouse environment
- Adhered to stacking guidelines to support merchandise integrity and personnel safety.
Education
High School Diploma -
John F. Kennedy High School
Sacramento, CA06.2014
Skills
- Customer Service
- Always Available
- Scheduled employees to maintain adequate coverage for expected business needs and customer demand levels
- Monitored team member performance, conducting evaluations and recommending promotions
- Observed business trends to provide solutions to customers and prevent profit declines
- Leadership and team building
- Problem Resolution
- Team Player
- Efficient multi-tasker
Timeline
General Manager
Cobblestone Inn and Suites
05.2023 - 05.2024
Hotel Front Desk Supervisor
Holiday Inn Central West End
09.2019 - 05.2023
Worker
Sunsytem Technology
05.2017 - 07.2017
Warehouse Production Worker
Milgard Doors and Windows
10.2015 - 06.2016
High School Diploma -
John F. Kennedy High School
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