Jennifer Vaughan Hooper
Hospitality Management
Menifee,CA
Overview
26
26
years of professional experience
Work History
Assistant General Manager/Operations Manager
Holiday Inn Express & Suites Murrieta
Murrieta, CA
03.2022 - 01.2025
- Preside over all functional areas of operations management while additionally serving as the Assistant to the General Manager with 105 rooms.
- Direct departments, coordinate daily events, and attend to operational needs with efficiency.
- Engage with guests, verifies the implentation of the brand service strategy and brand initiatives with objective of meeting and/or exceeding guest expectations.
- Overseen and maintain all in-house cash handling procedures.
- Increase profitability by implementing $50 Early Check-In Fee, Raised Market pricing $2 p/product.
- Expert in patience and empathy, creating authentic, custom guest experiences through a high level of attention and service, hosting our guests by creating memorable experiences.
- Providing coaching,counseling, staff training, employee developement, assisting with any Human Resources or maintenance issues, Scheduling, and hotel-wide monthly meetings.
- Proven dedication through on-call accessibility, after hours meetings/training, working double shifts to support hotel needs.
- Increased overall arrival & guest experience starting WOW box, increasing our Survey Scores and our Rewards enrollments well above our brand standards.
- Created the W.I.T.,Whatever It Takes employee empowerment culture, increasing employee satisfaction and pride in work.
- Regularly handled Accounts Payables, hotel bank deposits, assisting in financial reporting, evaluation, and analysis.
- Managed team schedule with eye for coverage needs and individual strengths.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Resolved problems promptly to elevate customer approval.
- Handled cash accurately and prepared deposits.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Mentored and motivated team members to achieve challenging business goals.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Interacted well with customers to build connections and nurture relationships.
- Reported issues to higher management with great detail.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Developed and maintained relationships with external vendors and suppliers.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Front Office Supervisor & Manager On Duty (MOD)
Embassy Suites
La Jolla, CA
01.2009 - 02.2022
- Preside over front office operations while additionally serving as the Manager On Duty on behalf of a hotel with 340 rooms.
- Direct departments, coordinate daily events, and attend to operational needs with efficiency.
- Engage with guests, inquire about preferences, and ensure an exceptional stay on the property.
- Greet guests upon arrival, facilitate check-in, and execute any special requests.
- Review room availability, generate price quotes, and book room reservations.
- Recruit quality team members, conduct training session, and hold periodic performance audits.
- Liaise with hotel management as well as corporate to ensure all policies and procedures are integrated.
- Increased customer service standards significantly by utilizing Hilton's H.E.A.R.T. method.
- Retained as an integral leader during the pandemic while other staff was furloughed due to COVID-19.
- Named Employee of the Month in 2018.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Created, prepared, and delivered reports to various departments.
- Coached employees through day-to-day work and complex problems.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Interceded between employees during arguments and diffused tense situations.
Concierge
Marriott Hotel & Marina
San Diego, CA
01.2007 - 01.2009
- Established positive relationships with guests, answered questions about the property, and facilitated off-site reservations, tickets, and experiences.
- Commended by management for always offering an exemplary customer experience on behalf of a hotel with 1064 guest rooms.
- Additionally, named the 'Certified Facilitator of New Hire Orientation.'
- Credited by management for building trusted relationships that resulted in repeat and referral business.
- Conducted in-depth training initiatives outlining Marriott culture for newly on-boarded team members.
- Selected to join the San Diego Concierge Association.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Scheduled and confirmed restaurant reservations for guests.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
Outside Sales Coordinator
Mayflower, The Moving Co.
01.2004 - 01.2007
- Increased sales by 30% while significantly penetrating new markets.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Communicated product quality and market comparisons by creating sales presentations.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Used consultative sales approach to understand and meet customer needs.
- Set up appointments with potential and current customers to promote new products and services.
- Demonstrated products and specific features at customer locations and special events.
Inside Sales Agent
Bekins Moving & Storage
01.2002 - 01.2004
- Recognized as a Top Producer with 73% booking rate year round.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Managed friendly and professional customer interactions.
- Used CRM software to maintain detailed contact logs and account records.
- Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
- Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreement.
Director of First Impressions
One Source Distributors
01.2001 - 01.2002
Assistant Manager - Manager on Duty
Hampton Inn
01.1999 - 01.2001
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementCompany CultureHealthcare benefitsWork from home optionFlexible work hoursTimeline
Assistant General Manager/Operations Manager
Holiday Inn Express & Suites Murrieta
03.2022 - 01.2025
Front Office Supervisor & Manager On Duty (MOD)
Embassy Suites
01.2009 - 02.2022
Concierge
Marriott Hotel & Marina
01.2007 - 01.2009
Outside Sales Coordinator
Mayflower, The Moving Co.
01.2004 - 01.2007
Inside Sales Agent
Bekins Moving & Storage
01.2002 - 01.2004
Director of First Impressions
One Source Distributors
01.2001 - 01.2002
Assistant Manager - Manager on Duty
Hampton Inn
01.1999 - 01.2001
Summary
Motivated Service Worker with exceptional, social skills, communication, abilities, and customer service background. Adaptable in changing environments with strategic decision-making skills. Performance-oriented and hardworking to create approaches to boost long-term business success. Personable and collaborative demeanor demonstrated through polished communication and willingness to apply team feedback to resolve challenges. 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. Proactive Assistant General Manager with history of success managing operations, building teams and equipping employees with skills to independently handle business needs. Offers progressive experience combined with sound judgement and good problem-solving abilities. Strong record of surpassing organizational goals.
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