Laura Brandon
4858 Smokey Ln,GA
Summary
Accomplished General Manager at Courtyard by Marriott, adept in operations management and leadership, significantly enhancing customer satisfaction and loyalty. Skilled in team building and problem resolution, I led initiatives that surpassed sales targets and implemented cost-saving strategies. My approach fosters a culture of excellence and efficiency, driving profitability and employee development. Customer-oriented General Manager with [Number] 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 with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
6
6
years of professional experience
Work History
General Manager
Courtyard by Marriott
03.2023 - Current
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget implementations, employee evaluations, and contract details.
- Implemented sustainability initiative, reducing energy consumption and waste, and promoting eco-friendly practices.
- Negotiated with suppliers to secure better pricing, reducing operational costs while maintaining product quality.
- Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
- Improved operational efficiency by streamlining workflow processes and adopting cutting-edge technology.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Assistant General Manager
Courtyard by Marriott
05.2021 - Current
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
Front Desk Manager
Courtyard by Marriott
12.2020 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Managed front desk maintenance of client records and lab data.
- Checked guests in out of hotel, made reservations, and processed payments.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
Front Desk Agent
Courtyard by Marriott
04.2019 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
Education
No Degree - Business Administration And Management
Broward College
Fort Lauderdale, FLHigh School Diploma -
American Senior High School
Miami, FL06-2000
Skills
- Leadership and team building
- Problem Resolution
- Operations Management
- Team Player
- Efficient multi-tasker
- Effective leader
- Time Management
- Training and coaching
- Team Leadership
- Staff Management
- Customer Relations
- Training and Development
- Staff Training
- Inventory Control
- Employee Scheduling
- Administrative Skills
Accomplishments
- Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
- Supervision - Supervised sales team to monitor sales activity and goal achievement.
Timeline
General Manager
Courtyard by Marriott
03.2023 - Current
Assistant General Manager
Courtyard by Marriott
05.2021 - Current
Front Desk Manager
Courtyard by Marriott
12.2020 - Current
Front Desk Agent
Courtyard by Marriott
04.2019 - Current
No Degree - Business Administration And Management
Broward College
High School Diploma -
American Senior High School
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