Kendra Murray
Bossier City
Summary
To obtain a position with a progressive company that will enable me to perform my professional skills, and to earn an opportunity for growth. Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment. Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
23
23
years of professional experience
1
1
Certification
Work History
General Manager
Del-Mar Airport Inn & Suites
Shreveport
08.2024 - Current
- Responsible for overseeing the annual budgeting process and financial planning for the hotel.
- Responsible for overseeing the overall hotel operations.
- Set clear expectations and goals for staff, ensuring they understand how their work contributes to the overall success of the business.
- Recognizing and rewarding hard work and achievements.
- Exercise strong leadership skills to assign tasks, solve problems, and boost employee morale.
- Ensures that the hotel meets health, safety, and security regulations at all times.
- Implement cost-saving measures and work with the finance and accounting department team to identify areas of improvement in cash flow and revenue management.
- Monitor the performance of the hotel through verification and analysis of guest satisfaction systems, and monthly financial reports. Initiate corrective action.
- Maintain product and service quality standards by conducting ongoing evaluations and investigating complaints. Initiate corrective action.
Guest Services Supervisor
Hilton Shreveport
Shreveport
01.2024 - 08.2024
- Greet and interact with guests in a genuine, friendly, and professional manner.
- Manages and trains Guest Services Representatives.
- Adhere to guest services processes, policies, and procedures.
- Evaluates phone, email, and chat conversations.
- Investigates guest services issues as needed.
- Completes guests' services analytics reports.
- Makes data-driven recommendations and accommodations.
- Extensive knowledge of the OnQ and PEP PMS systems, and guest services software.
- Monitors the daily output of the guest services team.
- Respond to and resolve guests' issues and complaints.
- Lead and motivate Guest Services Representatives in a positive manner.
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to help manager determine room pricing and availability.
Front Office Manager
Hampton Inn by Hilton
Bossier City
12.2021 - 01.2024
- Perform administrative duties.
- Oversaw hotel operations.
- Input inventory for supplies and products.
- Oversaw front desk operations.
- Process and confirm reservations.
- Answer incoming calls and route them to the appropriate line.
- Responded promptly and followed through upon guest requests and/or complaints.
- Input individual reservations and group blocks.
- Input: Advance Purchase.
- Maintained a clean and organized work area.
- Managed budget for front office department, including forecasting and cost control measures.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Oversaw daily operations of front office, ensuring efficient and effective service delivery.
- Performed administrative duties such as filing documents, answering phones.
Supervisor
Alliance Healthcare Group
Bossier City
09.2022 - 08.2023
- I supervised staff members and evaluated performance efficiency.
- Generated and organized schedules for healthcare teams.
- Managed financial allocations and returns.
- Ensured that resources, such as equipment and medications, are available.
- Developed and implemented policies, procedures, and guidelines for staff members to follow.
- Ensured the safety of clients, visitors, and employees by enforcing safety regulations.
- Developed, implemented, and revised department budgets, and monitored expenditures to ensure that they are within budget guidelines.
- Prioritized work tasks and performed home visitations in the field.
- Assessed company operations for compliance with safety standards.
Sales Consultant
FedEx Office
Shreveport
04.2017 - 11.2022
- Demonstrated consultative behavior to anticipate and understand each customer's needs.
- Provided customer expertise in printing, signs, and graphics.
- Provided an excellent customer service experience by using consultative skills.
- Suggested alternatives and found solutions to meet customer expectations.
- Responded promptly to all customer issues, and resolved the problem to the satisfaction of the customer.
- Set up complex customer orders using the OTP systems, and provide accurate pricing.
- Promoted company merchandise to increase office revenue.
- Assembled parcels, and prepared merchandise for shipping.
- Created shipping labels, weighed packages, and packed customer goods.
- Maintained an accurate cash count and system transactions throughout the shift.
- Conducted and maintained a safe, clean, and orderly office.
- Responsible for stocking, organizing paperwork, end-of-shift report, and locking and securing the office.
Front Office Manager
Hampton Inn & Suites Shreveport South
Shreveport
01.2016 - 03.2019
- I assisted the General Manager with administrative duties.
- Oversaw front desk staff.
- Responded to guest issues and followed through with resolving guest complaints.
- Maintained a clean, organized workstation.
- Maintained the cleanliness of the lobby, front office, and back office.
- Maintained stock and organization in the pavilion pantry.
- Maintained stock and organization in the business office.
- Adhered to all rules, safety training, and policies of the hotel.
- Communicated all maintenance issues and work orders to the maintenance department.
- Communicated all housekeeping issues and requests to the housekeeping executive.
- I made a schedule based on the hotel's forecast.
- Ordered pantry and breakfast items.
- Conducted staff meetings and attended sales meetings.
Customer Service Representative
Best Buy
Shreveport
04.2017 - 10.2017
- Provided an accurate, fast, and friendly process for customer transactions at checkout.
- Maintained professional communication with customers and peers.
- Ensured front lanes' organization, store cleanliness, and stocked merchandise.
- Engaged with customers and provided solutions to any issue using soft skills.
- Assisted peers with sales and customer pickup.
- Responsible for accurate cash count during the shift, and balancing at closing.
- Developed positive relationships with customers through friendly interactions.
- Identified opportunities for upselling additional products or services based on customer needs.
- Provided accurate information about products and services to customers.
Guest Service Representative
Homewood Suites by Hilton
Bossier City
02.2016 - 01.2017
- I greeted and assisted the guest upon arrival.
- I enrolled the guest in the Hilton Honors Rewards Program.
- Printed shift reports, communicated with the housekeeping, and maintenance staff.
- Adhered to front office policies and procedures.
- Processed, adjusted, canceled, and confirmed reservations.
- Answered incoming calls and routed them to the appropriate line.
- Reported guest complaints to the immediate supervisor.
- Completed sales lead for the sales department.
- Processed individual, group, and wholesale reservations.
- Verified all inventory and placed orders for the pavilion pantry.
Sales Office Coordinator
Wyndham Shreveport
Shreveport
01.2015 - 06.2015
- Typed contracts, daily BEOs, reader boards, and banquet tickets for all managers.
- I input and updated all contracts and proposals in Sales Pro and Opera.
- Answered all incoming calls and routed them to the appropriate staff members.
- Collected payments for group blocks in accordance with hotel standards.
- Made outside sales calls to clients for guaranteed numbers for planned events.
- Adhered to office policies as they relate to file setup, privacy, and security of guests.
- Performed any duties assigned by management, including assisting the front desk.
- Calculated and input numbers for the report and hotel forecast.
Vip Reservations & Teleservices
Sams Town Casino Hotel
Shreveport
10.2014 - 04.2015
- Assisted guests with booking reservations and cancellation confirmations.
- Answered and routed all incoming calls to the appropriate destination.
- Promoted special event packages and room upgrades for the casino-hotel properties.
- Input and update all guest information upon their service requests.
- Reported all guest issues and complaints to the VIP Supervisor.
- Kept solid track of all guest requests, confirmations, and attachments to their guest profile.
Guest Service Representative/Sales Coordinator/Food & Beverage Manager
Hilton Garden Inn Shreveport
Shreveport
04.2010 - 04.2014
- Greeted and assisted guests upon arrival and during their stay.
- Processed, adjusted, cancelled, and confirmed reservations.
- Answered incoming calls and routed them to the appropriate line.
- Responded promptly, and followed through on guest complaints.
- Prepared sales contracts and proposals, and maintained sales files.
- Processed individual, group, and wholesale reservations.
- Performed outside sales calls, and scheduled property site tours.
- Verified all inventory and placed orders for the pavilion pantry.
- Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
- Supervised team of employees, maintaining positive and productive atmosphere to enhance employee experience.
- Investigated customer complaints promptly and took corrective action as needed.
- Prepared workstations with ingredients and tools to increase efficiency.
- Developed and implemented inventory control systems to reduce food costs while maintaining quality standards.
- Audited cash drawers at the end of each shift to verify accuracy of transactions.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
Guest Service Representative
Hampton Inn and Suites Bossier
Bossier City
09.2011 - 09.2012
- Greeted and assisted guests upon arrival and during their stay.
- Processed, adjusted, canceled, and confirmed reservations.
- Answered incoming calls and routed them to the appropriate line.
- Responded promptly, and followed through on guest complaints.
- Responsible for maintaining a balanced cash drawer.
- Processed individual and group reservations.
- Stock the pavilion pantry.
- Prepared and set up breakfast for the guests.
- Set up the coffee station and breakfast bar.
- Maintained a clean and organized work area.
Sales Associate
Sam's Club
Shreveport
02.2009 - 03.2010
- I greeted members and determined their needs and wants.
- Assisted in the produce, deli, grocery, and department.
- Quoted prices, discounts, and credit terms.
- Assisted in the display of store merchandise.
- Recommended merchandise based on individual requirements.
- Promoted sales and membership upgrades.
- Restocked all store merchandise.
- Responsible for cash handling, accuracy, and daily shift reports.
Hostess/Cashier
Eldorado Casino Resort
Shreveport
07.2006 - 10.2008
- Received and processed all payment methods for restaurant guests.
- Consistently upsold food and beverage items.
- Provide prompt service to in-house guests.
- Delivered food and beverages to the Pit/Poker Room.
- Maintained concentration and thought clearly while working in a noisy environment.
- Responsible for cash handling, accuracy, and daily shift reports.
- Reported to the main banker at the end of each shift for deposits.
- Maintained a clean and organized dining area.
- Handled cash payments and reconciled daily transactions accurately.
Food & Beverage Manager
Sodexo Campus Services (Centenary College)
Shreveport
09.2002 - 06.2008
- Orchestrated and oversaw evening banquets and events.
- Input the food portion count, record the temperature on cooked foods, check for accuracy on labeling and shelf life, and chart the temperature for the main cooler and freezers.
- Assisted with inventory and food orders.
- Supervised daily operations of the student dining hall.
- Delegated and supervised cooking and serving staff.
- Secured bank deposits and cash reports.
- Verified and kept a record of the shift inventory.
- Assisted staff with all service requests and complaints.
- Prioritized staff schedules.
- Conducted staff meetings and training.
- Distributed food to service staff for prompt delivery to customers.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
Education
Associate's Degree - Business
Bossier Parish Community College
Bossier City, LA05-2026
Skills
- SALES
- Customer service
- Microsoft Excel
- Guest services
- Outside sales
- Recruiting
- Administrative experience
- Food service
- Microsoft Word
- Customer service
- Supervising experience
- Produce experience
- HR sourcing
- Communication skills
- Office manager experience
- Management
- Sales
- Office experience
- Financial analysis
- Budget management
- Conflict resolution
- Team leadership
- Cost control
- KPI tracking
- Hiring and onboarding
- Team building
- Employee engagement
- Business strategy
- Performance analysis
- Staff training
- Attention to detail
- Financial management
- Forecasting
- Leadership and team building
- Budget allocation
- Product costing
- Business leadership
- Communication
- Employee scheduling
Certification
- Food Handler Certification
- Serv Safe Certification
- Bartender License
- Certified Property Manager
Accomplishments
Awarded employee of the month Plaque at the Hilton Garden Inn June 2012.
Awarded sales consultant of the month Certificate at Fedex Office, August 2018 and October 2019
Received a Certificate for Outstanding Hotel/Guest Service Professional in May 2023
Timeline
General Manager
Del-Mar Airport Inn & Suites
08.2024 - Current
Guest Services Supervisor
Hilton Shreveport
01.2024 - 08.2024
Supervisor
Alliance Healthcare Group
09.2022 - 08.2023
Front Office Manager
Hampton Inn by Hilton
12.2021 - 01.2024
Sales Consultant
FedEx Office
04.2017 - 11.2022
Customer Service Representative
Best Buy
04.2017 - 10.2017
Guest Service Representative
Homewood Suites by Hilton
02.2016 - 01.2017
Front Office Manager
Hampton Inn & Suites Shreveport South
01.2016 - 03.2019
Sales Office Coordinator
Wyndham Shreveport
01.2015 - 06.2015
Vip Reservations & Teleservices
Sams Town Casino Hotel
10.2014 - 04.2015
Guest Service Representative
Hampton Inn and Suites Bossier
09.2011 - 09.2012
Guest Service Representative/Sales Coordinator/Food & Beverage Manager
Hilton Garden Inn Shreveport
04.2010 - 04.2014
Sales Associate
Sam's Club
02.2009 - 03.2010
Hostess/Cashier
Eldorado Casino Resort
07.2006 - 10.2008
Food & Beverage Manager
Sodexo Campus Services (Centenary College)
09.2002 - 06.2008
Associate's Degree - Business
Bossier Parish Community College
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