Jeannie Roberts
Blue Mound,IL
Summary
Versatile and results-driven professional with a proven track record at Highgate Hotels, enhancing operational efficiency and guest satisfaction. Expert in staff management and operations oversight, I excel in fostering team leadership and improving customer relationships. Achieved significant improvements in service delivery, contributing to increased repeat business and profitability.
Overview
19
19
years of professional experience
Work History
Assistant General Manager
Highgate Hotels
06.2021 - 11.2024
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Established strong relationships with local vendors to secure high-quality products at competitive prices for our customers'' enjoyment.
Contractor
Construction Construction
11.2020 - 05.2021
- Delivered high-quality work on time and within budget, earning positive feedback from clients.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Managed multiple projects simultaneously while maintaining strict adherence to deadlines and budgets.
- Coordinated timely delivery of materials and resources to job sites, preventing delays in project timelines.
- Kept site work safe and in line with budget, schedule, and applicable building codes.
Cashier
Mobil Super Pantry
08.2008 - 10.2010
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
Hotel Front Desk Agent
Clarion
04.2007 - 08.2008
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Collected room deposits, fees, and payments.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
- Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
Hotel Front Desk Agent
Days Inn Hotel
12.2005 - 03.2007
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Collected room deposits, fees, and payments.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Developed strong rapport with returning guests, providing personalized service that led to increased positive reviews online.
- Ensured smooth communication between departments by relaying important information about guest preferences or special requests in a timely manner.
Education
High School Diploma -
Clinton High School
Clinton, IL06-2005
Skills
- Staff management
- Inventory control
- Operations management
- Staff development
- Employee relations
- Team leadership expertise
- Employee scheduling
- Customer relationship management (CRM)
- Operations oversight
- Sales techniques
- Sales coaching
- Team leadership strength
Timeline
Assistant General Manager
Highgate Hotels
06.2021 - 11.2024
Contractor
Construction Construction
11.2020 - 05.2021
Cashier
Mobil Super Pantry
08.2008 - 10.2010
Hotel Front Desk Agent
Clarion
04.2007 - 08.2008
Hotel Front Desk Agent
Days Inn Hotel
12.2005 - 03.2007
High School Diploma -
Clinton High School
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