Linda Ferguson
Rio Rancho,NM
Summary
Accomplished hospitality professional, adept in streamlining processes for operational excellence and fostering team collaboration. Coached and developed a team to exceed customer service expectations. Hold team accountable for deficiencies or breakdown in customer service or communications. Leveraged analytical skills and exceptional communication to drive revenue growth and enhance customer satisfaction in order to build relationships with guests.
Proven track record in implementing innovative solutions, achieving a significant increase in operational efficiency.
Increase in ADR and revenue YOY of 2% to 3% through revenue management strategies, market demand, competitor rates and promotions, and optimizing third party website demand.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
Director of First Impressions
Allstate Berger Agency
01.2024 - Current
- Resolved customer inquiries promptly and professionally, resulting in increased customer satisfaction levels.
- Successfully maintained a clean and inviting atmosphere in common areas such as waiting rooms or meeting spaces.
- Collaborated effectively with cross-functional teams to achieve common goals and maintain seamless operations.
- Assumed responsibility to notice guest dissatisfaction and used best judgment to rectify situation.
Hotel General Manager
Santa Ana Star Casino Hotel
07.2017 - 12.2022
- +22240Handled 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.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Streamlined front office procedures to enhance efficiency and improve check-in/check-out experiences for guests.
- Maximized revenue generation through strategic room pricing, inventory management, and upselling techniques at the front desk.
- Managed daily operations for smooth functioning of the hotel, ensuring high-quality standards in all departments.
- Collaborated with sales teams on targeted campaigns to increase bookings from corporate clients or group travelers during low-occupancy periods.
- Implemented innovative guest amenities to stay ahead of industry trends, distinguishing the hotel from competitors and offering unique experiences.
- Implemented preventive maintenance programs, assuring optimal condition and functionality of hotel facilities and equipment.
- Fostered a positive work environment by promoting teamwork, open communication, and continuous employee development opportunities.
- Conducted regular performance evaluations for staff members to encourage professional growth and identify areas for improvement.
- Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
- Established strong relationships with vendors, negotiating favorable contracts for goods and services vital to hotel operations.
- Improved overall guest satisfaction by implementing well-coordinated staff training programs and exceptional customer service initiatives.
- Oversaw renovations and refurbishments, ensuring minimal disruption to guests while enhancing overall property aesthetics and functionality.
- Ensured compliance with industry regulations as well as health and safety guidelines within all aspects of hotel operations.
- Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
- Increased customer service ratings through personable service.
- Provided services efficiently and with high level of accuracy.
- Developed and implemented marketing strategies to promote hotel services.
- Provided exceptional service and assistance to guests upon check-in.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Implemented successful strategies to increase customer satisfaction.
- Developed and implemented promotional strategies to increase occupancy.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Oversaw day-to-day operations of [204]-room hotel with staff of [120+] employees.
- Fostered safe lodging environment with reliable and effective security services.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Evaluated and promptly resolved lodging facility operational issues.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Assisted with development and distribution of marketing materials for facility.
- Created and managed accurate occupancy forecasts and budgets.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
Director of Operations
Margaritaville Resort Casino
11.2012 - 06.2017
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced operational risks while organizing data to forecast performance trends.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Defined, implemented, and revised operational policies and guidelines.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Monitored budget and utilized operational resources.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Established and monitored quality assurance standards to achieve operational excellence.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Led cross-functional teams for successful completion of projects, resulting in increased productivity.
- Mitigated risks by developing comprehensive contingency plans that ensured business continuity during unforeseen events or challenges.
- Drove revenue growth through the identification of new market opportunities and the expansion of existing products/services offerings.
- Mentored and coached team members to foster productive and engaging work environment.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Promoted a culture of safety within the organization by enforcing compliance with established regulations, policies, procedures, as well as conducting regular auditschecks.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Contributed to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
- Oversaw day-to-day production activities in accordance with business objectives.
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Championed quality assurance efforts by establishing rigorous standards and monitoring adherence to maintain high levels of service delivery.
- Spearheaded change management initiatives that facilitated organizational transformations while minimizing disruption to ongoing operations.
- Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Improved project delivery times, adopting agile methodologies and fostering collaborative environment that encouraged quick decision-making and flexibility.
- Increased customer satisfaction with detailed quality control checks, ensuring all products met stringent quality standards before release.
- Implemented quality control measures to maintain high standards of service delivery.
- Enhanced operational resilience by developing and implementing robust contingency plans that ensured continuity of operations in face of unexpected disruptions.
- Improved team morale and reduced turnover by implementing series of employee engagement programs and personalized career development plans.
- Enhanced operational efficiency, introducing lean management system that minimized waste and optimized resource allocation.
- Optimized inventory levels to meet fluctuating customer demand without overstocking, using advanced forecasting and demand planning tools.
- Enhanced customer experience by implementing client feedback loop that directly informed operational improvements and product adjustments.
- Achieved operational excellence by continuously evaluating and refining processes, employing data analytics to inform decision-making and identify areas for improvement.
- Streamlined communication channels within organization, implementing comprehensive internal communication platform that facilitated real-time information sharing.
- Achieved company-wide recognition for leadership excellence, mentoring high-performing team that consistently exceeded operational goals and objectives.
- Fostered culture of continuous improvement by leading workshops and training sessions on best practices and innovative operational strategies.
- Led cross-functional teams to address critical operational challenges, fostering collaborative approach that leveraged diverse skills and perspectives.
- Improved safety records by instituting strict compliance with health and safety regulations and conducting regular training sessions for staff.
Education
High School Diploma -
Kingman High School
Kingman, AZ 05.2001 -
Skills
Data entry proficiency
File Organization
Exceptional communication
Effective Multitasking
Meeting Preparation
Calendar Management
Travel Arrangements
Tech-savviness
Note-taking abilities
Reception Area Maintenance
Guest Relations
Document scanning and digitization
Visitor access management
Multi-line phone operation
Confidential information management
Payment Collection
Mail handling
Scheduling appointments
Client Relations
Document Management
Reception Management
Appointment Scheduling
Project Coordination
Expense Tracking
Meeting Coordination
Fee Collection
Meeting Support
Appointment Setting
Policy Enforcement
Supply Management
Document retrieval
Supply oversight
Mail Routing
Teamwork and Collaboration
Customer Service
Office Administration
Microsoft Office
Problem-Solving
Time Management
Customer and client relations
Problem-solving abilities
Data Entry
Multitasking
Multitasking Abilities
Excellent Communication
Decision-Making
Self Motivation
Call Management
Time management abilities
Adaptability and Flexibility
Effective Communication
Team Collaboration
Active Listening
Computer Proficiency
Call Answering and Routing
Punctual and Reliable
Organizational Skills
Billing and Invoicing
Staff Management
Team building
Attention to Detail
Problem-solving aptitude
Documentation And Reporting
Adaptability
Customer Complaint Resolution
Analytical Thinking
Relationship Building
Payment Processing
Documentation
Visitor and Customer Relations
Security awareness
Administrative Support
Document Control
Analytical Skills
Bookkeeping
Task Prioritization
Interpersonal Skills
Professionalism
Report Preparation
Reliability
Scheduling
Written Communication
Basic Math
Continuous Improvement
Interpersonal Communication
Conflict Resolution
Records Management
Inventory Management
Equipment Troubleshooting
Records Maintenance
Clerical Support
Supply Ordering
Business Administration
Goal Setting
Statistical Analysis
Office Supply Management
Word Processing
Timeline
Director of First Impressions
Allstate Berger Agency
01.2024 - Current
Hotel General Manager
Santa Ana Star Casino Hotel
07.2017 - 12.2022
Director of Operations
Margaritaville Resort Casino
11.2012 - 06.2017
High School Diploma -
Kingman High School
05.2001 -
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