Summary
Overview
Work History
Education
Skills
Certification
Websites
References
Timeline
Generic

Fuchsia Forrester

Evanston

Summary

As the Assistant General Manager at Flik Hospitality Group, I am dedicated to providing exceptional guest experiences across our hospitality services. With a strong focus on service excellence, I lead a diverse team to ensure smooth operations, from front desk interactions to comprehensive facility management.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Assistant General Manager

Flik Hospitality Group
Evanston
01.2024 - Current
  • As the Assistant General Manager at Flik Hospitality Group, I oversee daily operations across multiple departments, including the front desk, housekeeping, conference center, dining services, laundry, and fitness facilities. My responsibilities encompass ensuring the seamless provision of guest services, from concierge and uniformed services to maintenance and communications. I strive to deliver exceptional service quality, maximize room productivity, and foster the development of managers and employees. I manage a team of over 40 staff members, including the Front Desk Manager, Housekeeping/Laundry Manager, Custodial Manager, and Engineer Manager, to ensure optimal guest services, security, and facility management. My duties also include administrative tasks such as bookkeeping, payroll, site tours, and recordkeeping.
  • Leader in the Compass/Flik Accelerator Mentoring Program inspiring future growth of leadership in the company.
  • Platinum Service Champion and Facilitator encouraging and recognizing excellent service and extraordinary examples of commitment and loyalty.
  • Currently serving on a committee planning a comprehensive center renovation scheduled for September 2027
  • Initiated and led the transition to a new key system to enhance bedroom security.
  • Orchestrated multiple office relocations, managing updates to signage, critical ordering, name badges, and onboarding for new hires.
  • Created and updated training modules, videos, and standard operating procedures (SOPs) to ensure efficient and consistent service delivery.
  • Received the Presidential Award for Outstanding Service from Flik Hospitality (Compass Group).
  • 8 years

Director of Rooms

Flik Hospitality Group
Evanston
06.2021 - 01.2024
  • Designed training materials and videos for the PMS system; identified needed training to maintain knowledge sets.
  • Managed daily operations of a beachfront resort with 150 rooms, focusing on delivering exceptional guest experiences.
  • Direct front desk, housekeeping, and maintenance teams, ensuring compliance with quality and safety standards.
  • Developed training programs to enhance staff performance, resulting in a 25% reduction in guest complaints.
  • Conducted regular inspections and implemented preventive maintenance programs.
  • 2 years 8 months

Front Desk Manager

Flik Hospitality Group
Evanston
08.2017 - 06.2021
  • Led the front office team in providing outstanding service to guests at a busy downtown hotel.
  • Streamlined check-in/check-out processes, reducing average wait times by 10%.
  • Trained and motivated front desk staff, achieving a 20% improvement in customer satisfaction scores.
  • Coordinated with other departments to ensure seamless guest experiences, promptly addressing and resolving issues.
  • Managed reservations and room assignments to optimize occupancy and revenue.
  • 3 years 11 months

Front Desk Supervisor

Aramark
Evanston
06.2000 - 08.2017
  • Implemented a new front desk protocol to enhance guest check-in and check-out efficiency.
  • Trained and mentored new front desk staff, fostering a culture of excellent customer service.
  • Coordinated with housekeeping and maintenance teams to ensure guest room readiness and prompt resolution of issues.
  • Developed a guest feedback system to improve service quality and address areas for improvement.
  • Awarded for exceptional guest service and operational efficiency.
  • 17 years 3 months

Customer Service Representative

Abt Electronics
Glenview
06.2000 - 10.2012
  • Delivered exceptional in-person and phone support, resolving customer issues and educating on products and services.
  • Led a team of Guest Services Representatives to ensure seamless pre- and post-sales experiences.
  • Maintained expert knowledge of promotions, policies, and merchandise to support customer needs and drive sales.
  • Exceeded monthly call quotas and served as a trusted resource for sales staff.
  • Supported customers with large-scale projects ($40K–$60K), providing timely and effective solutions.
  • 12 years 5 months

Education

DePaul University
Chicago, IL
01.1995

Skills

  • Call center operations
  • Financial analysis
  • Microsoft Office proficiency
  • Training development
  • Conflict resolution
  • Budgeting expertise
  • Operations oversight
  • Budget control

Certification

Managing Virtual Teams

Websites

References

References available upon request.

Timeline

Assistant General Manager

Flik Hospitality Group
01.2024 - Current

Director of Rooms

Flik Hospitality Group
06.2021 - 01.2024

Front Desk Manager

Flik Hospitality Group
08.2017 - 06.2021

Front Desk Supervisor

Aramark
06.2000 - 08.2017

Customer Service Representative

Abt Electronics
06.2000 - 10.2012

DePaul University

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Fuchsia Forrester