Kristina Houser
General Manager
Elkhart,IN
Summary
Customer-oriented with 10 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner who is passionate about providing great results in any area pursued.
Overview
10
10
years of professional experience
Work History
General Manager
Holiday Inn Express Elkhart North
Elkhart, Indiana
02.2019 - Current
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
- Established internal databases and record management systems to enhance accuracy and integrity of documentation and data.
- Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
- Increased customer service ratings through personable service.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Oversaw day-to-day operations of [Number]-room hotel with staff of [Number] employees.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
Customer Service Representative
Lippert Components
South Bend, Indiana
02.2017 - 02.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved concerns with products or services to help with retention and drive sales.
- Documented and detailed calls and complaints using call center's CRM database.
Assistant General Manager
Holiday Inn Express Elkhart North
Elkhart, Indiana
03.2012 - 12.2016
- Mentored and motivated team members to achieve challenging business goals.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Built customer loyalty by devising promotions and products according to customer needs and budget.
- Managed team schedule with eye for coverage needs and individual strengths.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Handled cash accurately and prepared deposits.
- Taught staff strategies for completing work and smoothly carrying out senior management directives.
- Motivated, trained and disciplined employees to maximize performance.
Education
Washtenaw Community College
Ann Arbor, MIHigh School Diploma -
Edwardsburg High School
Edwardsburg, MI06.2010
Skills
- Business Leadership
- Mathematical Calculation and Reasoning
- Management Training
- Financial Statement Review
- Customer Service
- Quickly adapt to new skills and change
Timeline
General Manager
Holiday Inn Express Elkhart North
02.2019 - Current
Customer Service Representative
Lippert Components
02.2017 - 02.2019
Assistant General Manager
Holiday Inn Express Elkhart North
03.2012 - 12.2016
Washtenaw Community College
High School Diploma -
Edwardsburg High School
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