Jessica Norton
Deming
Summary
Professional Assistant Store Manager with exceptional team leadership qualities and operational management capabilities. Well-versed in delivering exceptional customer communication and customer service. Talented driver of performance compliance with applicable standards, rules and regulations.
Overview
9
9
years of professional experience
Work History
General Manager
Springhill Suites By Marriott
Las Cruces
02.2024 - Current
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals. Which resulted in a shorter percentage in turnover rate.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements. Within the year of working with this company, I was able to bring all our scores up by 10% plus.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales. Resulting in less money spent and bringing in a total of $250,000 in revenue compared to 2024.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments. This helped make our team stronger and united, understanding goals, and being on the same page.
- Recruited, interviewed and hired qualified staff for open positions. My approach in this helped with turnover rate, hiring expenses, and creating a dream team.
Assistant General Manager
Residence Inn By Marriot
Albuquerque
09.2022 - 02.2024
- Achieved revenue and profit targets through solid promotional and budget control strategies by 30% within the year I have been employed here.
- Reduced employee, customer, and vendor issues using strong conflict mediation and problem-solving abilities, increasing our customer satisfaction scores by 15%.
- Demonstrated top-notch service standards and memorable customer experiences for every guest. Increasing our ITR by 22%.
- Executed the training plan for staff and conducted hands-on training to optimize associate proficiency, increasing employee mandatory training from 20% to 100%.
Operations Manager
Hyatt Place
Albuque
01.2021 - 09.2022
- Motivated employees by coordinating necessary resources to effectively handle needs, and achieve objectives.
- Coached in multiple process improvement opportunities to promote world-class customer experience, increasing customer service scores from 30% to 88%.
- Assisted team members tackle daily workloads with confidence through empowered training and motivational strategies. Which resulted in the turnover rate going from 52% to 1%.
- Fashioned a strong, resilient team by identifying and onboarding highly qualified candidates for key positions. Being a part of this is what also helped our turnover rate.
Front Office
La Quinta Inn & Suites In
Las Cruces
02.2016 - 01.2021
- Drafted, filed, and distributed office correspondence, messages, and mail.
- Examined office supply usage, approved supply requisitions, and drafted POs to maintain inventory. Which resulted in our loss of inventory decreasing by 60%.
- Serviced recruitment efforts, facilitating background checks, references communication, and data verification.
- Participated in employee recruitment, training, and obtaining processes. Lower our turnover rate from 40% to 0%.
Education
Associate of Applied Science - Business Management
Vista College
Las Cruces, NM07-2015
Skills
- Budget management
- Inventory control
- Staff recruitment
- Customer engagement
- Sales strategies
- Conflict resolution
Affiliations
- Gardening.
- Painting.
- Reading.
- Hiking.
- Gym.
- Learning new skills.
Timeline
General Manager
Springhill Suites By Marriott
02.2024 - Current
Assistant General Manager
Residence Inn By Marriot
09.2022 - 02.2024
Operations Manager
Hyatt Place
01.2021 - 09.2022
Front Office
La Quinta Inn & Suites In
02.2016 - 01.2021
Associate of Applied Science - Business Management
Vista College
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