Jessica Robinson
Bartow,FL
Summary
Detail-oriented professional hotel manager offering excellent communication skills and 4 years of experience working in the hospitality industry. Dynamic and personable and well-versed in coordinating with various hotel departments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Murphco of Florida
04.2025 - Current
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Resolved problems promptly to elevate customer approval.
- Mentored and motivated team members to achieve challenging business goals.
- Motivated, trained, and disciplined employees to maximize performance.
- Handled cash accurately and prepared deposits.
- Managed team schedule with eye for coverage needs and individual strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Coordinated with General Manager in different operational issues and promotional activities.
Task Force Trainer
Beechwood Hotel Group
08.2024 - 02.2025
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Provided coaching and mentoring to employees.
- Analyzed and evaluated training effectiveness and program outcomes.
- Built and maintained professional relationships with vendors and suppliers.
- Wrote training manuals for hotel employees and for all positions according to company guidelines and protocols.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Oversaw day-to-day operations of three hotel properties when a General Manager wasn't present.
- Oversaw day-to-day operations of 109-room hotel with staff of 25-30 at our Hilton Garden Inn property for the last 5 months.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets when a General Manager wasn't present at the hotels I oversaw.
General Manager
Beechwood Hotel Group
02.2023 - 08.2024
- Maximize operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Hire and train new employees, demonstrating best methods for serving guests.
- Handle guest complaints and offer complimentary services when necessary to maintain high guest satisfaction rates.
- Monitor and evaluate performance of personnel to confirm compliance with standards.
- Develop and implement marketing strategies to promote hotel services with sales department
- Prepared monthly hotel audits for review.
- Oversee day-to-day operations of 89-room hotel with staff of 21 employees.
Front Office Manager
Beechwood Hotel Group
05.2022 - 02.2023
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Respond to clients’ complaints in a timely manner
- Provide information about our hotel, available rooms, rates, and amenities
- Confirm group reservations and take payments
- Maintain updated records of bookings and payments
- Communicate back and forth with companies using credit card authorizations
- Assist Sales with BEO’s, Group coding and group master set ups, and making group reservations
- Work in STS and make group links in the Gateway Application
- Run audit on all groups/meetings in STS and OnQPM
- Train new employees on OnQPM, cash handling, and policies
- Assist GM with anything that she needs
- Respond to Guest Assistance case and close cases once taken care of
- Order products when needed for front desk department, breakfast department, and any other departments that need orders done that GM gives me
- Sale the meeting room, show the meeting space, network with potential guests for meeting space and group blocks, and make sale leads for GM and Sales
- Make contracts in STS when needed
- Lead morning meetings when GM is out
- Communicate with maintenance and housekeeping management on tasks that need done and do as a group effort
- Scheduling for front desk staff
- Inventory counting, data entry, and multiple reports for the end of month; also send the email containing all information to the GM so she can send it to corporate.
- Communicate with housekeeping on dirty rooms, check outs, room status’, and special requests from guest
Front Desk Supervisor
Beechwood Hotel Group
11.2021 - 05.2022
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Respond to clients’ complaints in a timely manner
- Provide information about our hotel, available rooms, rates, and amenities
- Confirm group reservations and take payments
- Maintain updated records of bookings and payments
- Communicate back and forth with companies using credit card authorizations
- Assist Sales with BEO’s, Group coding and group master set ups, and making group reservations
- Work in STS and make group links in the Gateway Application
- Run audit on all groups/meetings in STS and OnQPM
- Train new employees on OnQPM, cash handling, and policies
- Assist FOM with anything that they need help with (responding to emails, phone calls, etc)
- Order products when needed for front desk department
- Stock items in our storefront, coffee bar, maintain fresh coffee at coffee bar and keep it clean
- Communicate with housekeeping on dirty rooms, check outs, room status’, and special requests from guest
Front Desk Agent
Beechwood Hotel Group
08.2021 - 11.2021
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Respond to clients’ complaints in a timely manner
- Provide information about our hotel, available rooms, rates, and amenities
- Confirm group reservations and take payments
- Maintain updated records of bookings and payments
- Communicate back and forth with companies using credit card authorizations
Education
High School Diploma -
Brown County High School
Nashville, IN05.2008
Skills
- Brand Management
- Guest experiences
- Policy and procedure adherence
- Strategic planning and analysis
- Outstanding communication skills
- Team building
- Self-Motivated
- Attention to Detail
- OnQ and STSR Software Proficiency
- Training and Development
- Hilton, IHG, and Marriott Experience
Certification
- CPR/AED Certification
- ServSafe
- Alcohol Seller/Server Permit
Timeline
Assistant General Manager
Murphco of Florida
04.2025 - Current
Task Force Trainer
Beechwood Hotel Group
08.2024 - 02.2025
General Manager
Beechwood Hotel Group
02.2023 - 08.2024
Front Office Manager
Beechwood Hotel Group
05.2022 - 02.2023
Front Desk Supervisor
Beechwood Hotel Group
11.2021 - 05.2022
Front Desk Agent
Beechwood Hotel Group
08.2021 - 11.2021
High School Diploma -
Brown County High School
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