Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Jason Mack

Resort Manager
Madison,WI

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

22
22
years of professional experience

Work History

Resort Manager

LakeLawn Resort
04.2023 - Current
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Evaluated and promptly resolved lodging facility operational issues.
  • Oversaw day-to-day operations of 271-room hotel with staff of 100+ employees.
  • Solicited and reviewed guest feedback and promptly resolved complaints.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
  • Supervised team of 9 front desk agents and helped to resolve issues arising during shifts.
  • Implemented successful strategies to increase customer satisfaction.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Developed and implemented promotional strategies to increase occupancy.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Resolved customer complaints involving food or beverage quality and service.
  • Maintained highest standards for beverage quality and service.
  • Responded to customer complaints, addressing concerns, and distress with amicable interactions.
  • Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
  • Managed bar and wait staff and directed hiring program.
  • Selected wine, beer and alcohol products based on customer feedback and local product availability.
  • Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
  • Managed team productivity and workflow to exceed quality standards.
  • Trained and mentored all new personnel to maximize quality of service and performance.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Managed staff of 20+ housekeepers.
  • Evaluated employee performance and developed improvement plans.
  • Communicated repair needs to maintenance staff.
  • Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
  • Completed schedules, shift reports, and other business documentation.
  • Worked with front desk to respond promptly to all guest requests.
  • Placed orders for housekeeping supplies and guest toiletries.
  • Managed laundry sorting, washing, drying, and ironing.
  • Coordinated household cleaning service operations and managed client relations.
  • Increased employee performance through effective supervision and training.
  • Coordinated marketing efforts to promote fitness and wellness programs.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.

Front Office Manager

Marriott Hotels
06.2022 - 03.2023
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Coached employees through day-to-day work and complex problems.
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.
  • Standardized office structures and processes to promote collaboration and increased performance.
  • Utilized client and staff feedback to maintain customer partnerships and increase revenue.
  • Assisted Human Resource Manager, General Manager and Assistant General Manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
  • Monitored front areas so that questions could be promptly addressed.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to Human Resources, General Manager and Assistant General Manager.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Interceded between Front Desk Agents during arguments and diffused tense situations.
  • Collaborated with Housekeeping, Food and Beverage, and Sales departments to achieve overall guest satisfactions.
  • Increased Guest Service scores by 5% each month since June of 2022.

Front Office Manager

The Edgewater Hotel
10.2021 - 06.2022
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Coached employees through day-to-day work and complex problems.
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.
  • Assisted Rooms Director with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
  • Interpreted management directives to define and document administrative staff processes.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Completed bi-weekly payroll for 18 employees.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to Rooms Director.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to Rooms Director.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Interceded between Guest Service Agents during arguments and diffused tense situations.

Assistant Store Leader

Kwik Trip
01.2021 - 10.2021
    • Delegated daily tasks, addressed employee questions, and resolved scheduling issues.
    • Mentored employees to help improve skills and enable team members to become peak performers on job.
    • Managed team workload to reach production targets.
    • Built relationships with team members to encourage willingness to address concerns and issues.
    • Recruited and hired talented individuals bringing depth and experience to organization.
    • Trained new-hires on Opening and Closing procedures to better service customers.
    • Created staff schedules, approved requested time off, and updated reports.
    • Supervised 20 co-workers.
    • Supervised payroll corrections for accuracy and duplications.
    • Worked with customer service representatives to handle escalated customer issues.
    • Served as floating manager-on-duty, MOD, to cover shift shortage.
    • Conducted new-hire trainings 4 times per year.

Assistant Manager

Marcus Theatres Corporation
02.2019 - 01.2021
    • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
    • Helped with planning schedules and delegating assignments to meet coverage and service demands.
    • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
    • Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
    • Motivated and trained employees to maximize team productivity.
    • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
    • Assisted in recruiting, hiring and training of team members.
    • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
    • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
    • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
    • Scheduled employees for 1st, 2nd and 3rd shifts, taking into account customer traffic and employee strengths.
    • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
    • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
    • Monitored security and handled incidents calmly.
    • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.

Operations Supervisor

Marcus Hotels And Resorts
05.2017 - 02.2019
  • Motivated and trained over 15 employees to maximize team productivity.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Established and helped maintain a departmental outings program which helped increase staff retention.

Front Office Supervisor

Marcus Hotels And Resorts
01.2014 - 05.2017
    • Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
    • Established and updated work schedules to account for changing staff levels and expected workloads.
    • Coached employees through day-to-day work and complex problems.
    • Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
    • Assisted Front Office Manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
    • Assessed personnel performance and implemented incentives and team-building events to boost morale.
    • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
    • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.

Specialist

United States Army
08.2001 - 07.2014
  • Followed all company policies and procedures to deliver quality work.
  • Listened and responded to customer requests and forwarded necessary information to superiors.
  • Interpreted clients' needs and introduced services to fit specific requirements.
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.

Education

Bachelor of Science - Finance

Southern New Hampshire University
Hooksett, NH
06.2025

Skills

  • Multi-Tasking Skill
  • Team Management
  • Staff Training
  • Policy and Procedure Modification
  • Friendly and Relatable
  • Leadership and Change Management
  • Oral and Writing Communication
  • Guest Registration
  • Proposal Writing
  • Employee Motivation
  • Corrective Actions
  • Departmental Support

Accomplishments

  • Collaborated with team of 20 in the development of Departmental Outings program
  • Supervised team of 200 staff members.

Languages

Spanish
Limited Working
Italian
Professional Working
Japanese
Limited Working

Timeline

Resort Manager

LakeLawn Resort
04.2023 - Current

Front Office Manager

Marriott Hotels
06.2022 - 03.2023

Front Office Manager

The Edgewater Hotel
10.2021 - 06.2022

Assistant Store Leader

Kwik Trip
01.2021 - 10.2021

Assistant Manager

Marcus Theatres Corporation
02.2019 - 01.2021

Operations Supervisor

Marcus Hotels And Resorts
05.2017 - 02.2019

Front Office Supervisor

Marcus Hotels And Resorts
01.2014 - 05.2017

Specialist

United States Army
08.2001 - 07.2014

Bachelor of Science - Finance

Southern New Hampshire University

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Jason MackResort Manager