Jessica Irwin
Carlisle,PA
Summary
Qualified Operations Manager offering almost ten years of hospitality experience. Hands-on manager and team leader dedicated to providing excellent quality, and efficient operations in support of all guest needs.
Overview
16
16
years of professional experience
Work History
Operations Manager
IHG Army Hotels Carlisle Barracks
07.2022 - Current
- Managed daily hotel operations, ensuring smooth functioning and excellent customer service.
- Assisted with financial management, including budgeting, forecasting, and cost control measures to maximize profitability.
- Conducted yearly performance evaluations of staff members, providing constructive feedback for continuous improvement.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Oversaw day-to-day operations of 45-room hotel with staff of 16 employees.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Trained new employees on proper protocols and customer service standards
- Oversaw payroll functions, ensuring accuracy while maintaining strict confidentiality standards for sensitive employee information.
- Developed strong working relationships with staff, & provide a positive work environment.
Head Housekeeper
IHG Army Hotel Carlisle Barracks
07.2017 - 07.2022
- Complete schedules weekly for Housekeeping department.
- Purchasing experience with keeping hotel par levels with in budget.
- Correspond with front desk to respond promptly to ensure guest satisfaction.
- Communicate repair needs to maintenance staff.
- Assign housekeeping task sheets and conduct preshift meetings.
- Complete hiring and orientations for new staff in the housekeeping department.
- Complete monthly expense reports.
- Complete Wire logs as needed.
Night Auditor
IHG Army Hotel Carlisle Barracks
10.2015 - 07.2017
- Conduct the audit. Processed and put together audit packets.
- Processed arrivals and departures for hotel guests
- Ran daily, weekly and monthly reports to close day.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Cleaned front office area to prepare for morning and day shifts and uphold high standards of customer service.
- Checked-in late-arrival guests, collected payments and verified reservation details to maintain customer satisfaction.
Room Attendant
IHG Army Hotel Carlisle Barracks
08.2014 - 08.2017
- Vacuumed, dusted and maintained common areas, including hallways and lobbies.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Cleaned guest rooms and changed linens according to company specifications, ensuring that each room was in compliance with standard set up.
- Serviced bathrooms, including cleaning, sanitizing and supply replenishment.
- Maintained linen cart so that it was neat and organized.
- Responded to guest requests for assistance, toiletries and personal care items.
Pharmacy Technician
Kmart Pharmacy
03.2008 - 02.2014
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Processed over 50 prescriptions per day in busy pharmacy. Achieving decreased customer wait times and maintaining excellent customer satisfaction.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems and locating items.
- Supervised 3 pharmacy technicians and coordinated day-to-day assignments.
Education
General Education
Harrisburg Area Community College
Harrisburg, PAHigh School Diploma -
Carlisle Area High School
Carlisle, PA06.2000
Skills
- Team Leadership
- Training and Development
- Purchasing
- Staff Management
- Employee evaluations
- Organized book keeping
Timeline
Operations Manager
IHG Army Hotels Carlisle Barracks
07.2022 - Current
Head Housekeeper
IHG Army Hotel Carlisle Barracks
07.2017 - 07.2022
Night Auditor
IHG Army Hotel Carlisle Barracks
10.2015 - 07.2017
Room Attendant
IHG Army Hotel Carlisle Barracks
08.2014 - 08.2017
Pharmacy Technician
Kmart Pharmacy
03.2008 - 02.2014
General Education
Harrisburg Area Community College
High School Diploma -
Carlisle Area High School
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