Janet Young
Ashland,WI
Summary
Dynamic manager with proven success at Bad River Lodge & Casino, excelling in customer service and team leadership. Enhanced operational efficiency through strategic planning and conflict resolution, achieving departmental goals while fostering strong relationships. Skilled in budget management and staff development, driving employee engagement and satisfaction.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
25
25
years of professional experience
Work History
Manager of the Gift Shop
Bad River Lodge & Casino
09.2000 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed detailed plans based on broad guidance and direction.
Hotel-Night Auditor & Front Desk
Bad River Lodge * Casino
09.2008 - 08.2011
- Balanced hotel accounts and resolved discrepancies.
- Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Enhanced revenue accuracy by conducting nightly financial audits and reconciling discrepancies in transactions.
- Collaborated with daytime staff to communicate relevant information about guest needs, preferences, and reservations for seamless service transitions between shifts.
- Maintained confidentiality of sensitive information by adhering to strict data privacy policies regarding guest records and financial documents.
- Assisted guests with special requests or accommodations, ensuring a comfortable stay at the hotel.
- Maintained high levels of guest satisfaction with prompt and professional responses to inquiries and concerns.
- Streamlined nighttime hotel operations by managing guest check-ins, check-outs, and resolving customer complaints.
- Improved efficiency in night shift tasks by implementing time management strategies for staff assignments and project completion.
- Performed nightly updates to room charges and rates.
- Upheld brand standards by consistently providing guests with exceptional service, leading to positive online reviews and repeat business.
- Increased accuracy in billing process by thoroughly reviewing invoices for errors before finalizing charges to guest accounts.
- Maximized room occupancy rates during peak seasons by identifying available rooms and updating reservation system accordingly.
- Supported the training and onboarding of new hires to ensure they were well-equipped to handle hotel night audit tasks.
- Promoted a safe work environment through adherence to safety protocols and proper handling of emergency situations as needed.
- Facilitated smooth communication between departments by acting as the primary point of contact during overnight hours for timely issue resolution.
- Contributed to increased security measures by monitoring surveillance cameras and reporting suspicious activities to management.
- Reduced guest wait times at check-in by efficiently managing reservation changes and room assignments during high-volume periods.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Enforced policies and procedures to increase efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Monitored staff performance and provided feedback and guidance.
- Implemented marketing and promotional initiatives to increase occupancy.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Education
Associate of Arts - Human Resources
Lac Courte Oreilles
Hayward, WI05-2010
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Complex Problem-solving
- Staff management
- Verbal and written communication
- Goal setting
- Relationship building
- Shift scheduling
- Conflict resolution
- Clear communication
- Skype
- Positive attitude
Timeline
Hotel-Night Auditor & Front Desk
Bad River Lodge * Casino
09.2008 - 08.2011
Manager of the Gift Shop
Bad River Lodge & Casino
09.2000 - Current
Associate of Arts - Human Resources
Lac Courte Oreilles
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