Kristie Hoagland
Rayland,OH
Summary
Results-focused General Manager offering 20 years of progressive leadership experience. Transforms high-potential staff into outstanding leaders by developing, leading and maintaining large teams in high velocity environment. Demonstrates creativity and savviness critical to financial and operational success.
Overview
24
24
years of professional experience
Work History
Senior Travel Agent
AAA East Central
Weirton, WV
08.2021 - 12.2024
- Provided customer service support by responding promptly to inquiries via phone or email.
- Maintained up-to-date knowledge of travel advisories, visa requirements, and vaccination policies.
- Responded immediately to clients' questions, issues, and complaints, and found effective solutions when required.
- Explained benefits of purchasing travel insurance with clients.
- Provided exceptional customer service, resolving any travel-related issues promptly.
- Utilized GDS systems efficiently for booking and confirming travel plans.
General Manager
Comfort Inn & Suites
Triadelphia, WV
02.2001 - 03.2021
- Cultivated long-lasting relationships with outside vendors including florists and restaurants so that guests could secure valuable deals on services and meals.
- Supervised daily operations of brand new, 170-room hotel with staff of 15-25 employees.
- Prepared invoices for customers and delivered to rooms on day of check-out to reduce wait times at front desk.
- Provided end-of-month audits of the resort to upper management as required.
- Mentored all new employees, demonstrating best methods for servicing clients and guests.
- Booked large groups of people for weddings, seminars, conferences and other events and offered the best available room rates.
- Handled guest complaints in most effective manner possible and offered complimentary services for hardship cases.
- Directed all day-to-day operations of Hotel & Lounge facility to provide safe and enjoyable guest experience.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Advised leadership on HR-related issues, including vacation and sick time, benefits, job services and employment discrepancies.
- Identified staff vacancies and recruited, interviewed and selected best applicants.
- Developed hiring and recruitment policies to drive transparent and fair hiring process for selecting candidates on basis of merit and relevance with job.
- Managed accounts payable, accounts receivable and payroll.
- Conducted daily pre-shift and weekly departmental meetings to promote better organization and productivity.
Restaurant- Lounge Manager
Casey's Pub
Triadelphia, WV
07.2003 - 07.2017
- Devised innovative strategies for increasing bar revenue by introducing new concepts and signature drinks, developing promotions and creating customer engagement events.
- Restocked beer and liquor on regular schedule and after special events to prepare for forecasted needs.
- Controlled labor costs by adjusting schedules and workflows to better align with individual strengths and expected customer demands.
- Managed customer service by training staff, overseeing operations and resolving issues quickly.
- Monitored patrons to keep alcohol consumption at designated levels.
Education
High School Diploma -
John Marshall High School
Glen Dale, Wv06.1991
Skills
- Supervision and training
- Communication skills
- Schedule management
- Purchasing and planning
- Customer relationship management
Timeline
Senior Travel Agent
AAA East Central
08.2021 - 12.2024
Restaurant- Lounge Manager
Casey's Pub
07.2003 - 07.2017
General Manager
Comfort Inn & Suites
02.2001 - 03.2021
High School Diploma -
John Marshall High School
Similar Profiles
Heather HallHeather Hall
ERS Receiving Specialist at AAA East CentralERS Receiving Specialist at AAA East Central
John Evans JrJohn Evans Jr
Customer Service Associate at AAA East CentralCustomer Service Associate at AAA East Central
Davina MillerDavina Miller
Travel Advisor at AAA East CentralTravel Advisor at AAA East Central