Karl Jones
State College,PA
Summary
TO FULLFILL A FULLTIME CUSTOMER SERVICE OR SALES POSITION WITHIN THE HOSPITALITY INDUSTRY.
Overview
19
19
years of professional experience
Work History
Operations Manager
Nittany Lion Inn
State College, PA
08.2024 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Front Office Manager
Penn Stater Hotel and Conference Center
State College, PA
04.2024 - 08.2024
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Guest Services Manager
Hyatt Place
State College
12.2021 - 04.2024
- Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
- Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
- Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
Delivery Smiles Specialist
The Apartment Store
State College, PA
08.2017 - 12.2021
- Handled all resident financial records and maintenance issues
- Process all rent collection and managed all financial records, so we were up to housing standards
- Maintained leasing marketing budgets on a daily and monthly basis
- Order all maintenance and office supplies for the month
- Conducts all inspection of apartment when residents move in and move out on a monthly basis
Residence Life Director
Campus Advantage
03.2017 - 08.2017
- Handled all the leasing and renewals of future, current and future residents
- Maintained leasing numbers to be able to achieve 100% occupancy
- Manage and review all lease, guarantor and data entry process
- Prepared daily and weekly leasing reports and pricing recommendations
- Conduct all necessary to close the sale, including making appointments, generating new leads, conducting tours, and maintaining the model and traffic flows
- Handled all rent collections and maintenance corresponding with future and current residents
Front Desk Team Leader
The Nittany Lion Inn
05.2013 - 02.2017
- Trained all new hires
- Completed all supervisory task during shift
- Handled all guest complaints during shift
- Supervised front desk operations, and Guest service employees
- Maintained to the best of my abilities to maintain outstanding customer relations
Front Desk Associate
The Penn Stater Hotel and Conference Center
04.2013 - 05.2015
- Performed front desk tasks for incoming guests
- Answer switchboard, dealing with a variety of guest related issues
- Scheduled multiple reservations for future guests, as well as manage our concierge service
- Handled guest related issues during their stay
- Assisted with best of my abilities, to insure full guest satisfaction
Client Services Representative
The Days Inn at Penn State
01.2011 - 03.2013
- Operate and organize the front desk on a daily basis
- Help train and aid in the assimilation of all new front desk associates
- Schedule reservations and maintain all guest files and handle all guest related issues during shift
- Supervise part time associates during shift
- Also, operate night audit system on a weekly basis
New and Used Car Sales Associate
Faulkner Nissan
07.2007 - 01.2011
- Handle and coordinate the sales process for all new and used car sales
- Also, aided customers in the financial option associated with the long term care of the vehicle, including interest rates and warranty options
- Maintain records for monthly and yearly follow up calls
Client Services Representative
Residence Inn by Marriott
05.2005 - 06.2007
- Operate and organize the front desk on a daily basis
- Schedule reservations and help in the training of new front desk associates
- Deal with all guest related issues during shift as well handle billing issues
- Supervise all part time employees during shift
Education
Telecommunication, Marketing
The Pennsylvania State University
University Park, PA08.2000
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
Timeline
Operations Manager
Nittany Lion Inn
08.2024 - Current
Front Office Manager
Penn Stater Hotel and Conference Center
04.2024 - 08.2024
Guest Services Manager
Hyatt Place
12.2021 - 04.2024
Delivery Smiles Specialist
The Apartment Store
08.2017 - 12.2021
Residence Life Director
Campus Advantage
03.2017 - 08.2017
Front Desk Team Leader
The Nittany Lion Inn
05.2013 - 02.2017
Front Desk Associate
The Penn Stater Hotel and Conference Center
04.2013 - 05.2015
Client Services Representative
The Days Inn at Penn State
01.2011 - 03.2013
New and Used Car Sales Associate
Faulkner Nissan
07.2007 - 01.2011
Client Services Representative
Residence Inn by Marriott
05.2005 - 06.2007
Telecommunication, Marketing
The Pennsylvania State University