Linda Francis
Sarasota,FL
Summary
Personable, honest, and hard-working professional seeking a part-time role where 30+ years of experience in hospitality, healthcare, and relationship-building can make a positive impact on the community.
20+ years of medical terminology, emergency services, and patient care experience from previous roles as an EMT(Vermont) as well as a Midwife / RN in England, Scotland, and Saudi Arabia. Recognized by colleagues for being an approachable, dedicated, and loyal coworker, who is passionate about providing genuine care and support for customers as well as fellow employees. Diplomatic and dedicated Operations Manager with strong relationship-building and decision-making skills, and hands-on experience creating policies & procedures to ensure a pleasant, safe, and efficient workplace for customers as well as staff members. Known for being a strong people and project manager with 30+ years of training & development experience across a variety of environments and industries. Comfortable working on-site. Experience with developing / enforcing COVID-19 safety protocols.
Hospitality professional prepared to excel in managing front desk operations with high standards and results-driven approach. Known for strong team collaboration and adaptability in dynamic environments. Expertise in guest relations, staff management, and operational efficiency.
Overview
42
42
years of professional experience
Work History
Front Desk Manager
The Green Mountain Inn
06.2024 - 11.2024
- 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.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest complaints by addressing issues with rooms promptly.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
- Attended staff meetings and brought issues to attention of upper management.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Skilled at working independently and collaboratively in a team environment.
- Checked guests in out of hotel, made reservations, and processed payments.
Operations Manager / GM
THE CHATHAM INN & CUVEE RESTAURANT
04.2016 - 04.2024
- Collaborated with and led staff members, managed payroll / attendance systems, and oversaw training, ensuring employees always prioritized a strong customer relationship and experience
- Fostered strong relationships with suppliers by maintaining consistent and clear communication
- Diminished financial discrepancies by accurately collecting customer fees, managing refunds and providing complete sales documentation
- De-escalated problematic guest concerns, and always maintained a calm, friendly demeanor
- Key Accomplishments:
- Provided strong leadership and customer service oversight resulting in consistent favorable reviews and #1 ratings by Trip Advisor
- Received Forbes 5-star rating
- Recognized by Relais and Chateaux, a prestigious secret-shopper hospitality and travel platform that Inns must be voted into consideration for by customers
- Developed a 'Preventive Maintenance Program' that improved operational efficiency by 20% by ensuring rooms were not deemed unavailable due to maintenance issues
- Increased profitability by about 15% and improved the Inn's bottom-line by streamlining operations
- Developed and maintained relationships with external vendors and suppliers.
- Assisted in recruiting, hiring, and training of team members.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- As the HR administrator, working closely with all employees to implement health insurance benefits and bi-weekly payroll.
- Implemented sustainability initiatives, reducing environmental impact.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
Innkeeper
REGATTA NN & CENTERBOARD INN
04.2011 - 04.2017
- Assisted guests at check-in, providing information on various services within the hotel and surrounding area
- Resolved maintenance concerns with the least impact on guests
- Directed all day-to-day operations of a Boutique hotel to provide safe and enjoyable guest experiences
- Maintained accurate payment records for both guests and owner
- Key Accomplishments:
- Raised both Inns' ranking to #1 with Trip Advisor through providing excellent service and attention to customers when face-to-face or when assisting them over the phone
Founder / Owner
YE OLDE ENGLAND INNE
01.1983 - 01.2013
- Relocated from England to the United States in 1983 and purchased an old ski dormitory
- Renovated and refurbished property over 3 years to build a profitable, well-established hotel that employed 20-30 people and grossed between $1-2 Million in annual sales
- Hired and trained 20-30 employees and managed terminations as necessary
- Prepared and updated employee files, time keeping and payroll submissions to a payroll company
- Monitored employee deductions and unemployment claims
- Oversaw the implementation, maintenance and troubleshooting of restaurant and hotel operating systems, including Springer-Miller Host, Rezovation and Aloha
- Performed AP / AR and inventory management utilizing QuickBooks
- Performed daily audits, utilizing Excel spreadsheets as well as monthly reports that monitored food, liquor costs, payroll,inventory
- Performed monthly reporting of Rooms and meals tax
- Developed a 'Preventative Maintenance Plan' to decrease downtime of rooms
- Oversaw renovation projects concerning furnishings
- Assisted in planning and building of 10-suite 'Bluff House' and function room
- Key Accomplishments:
- Received Innkeeper of the Year Award in 1998 from the Vermont Chamber of Commerce
- Collaborated with other business owners to develop off-season occupancy and developed packages, which increased off-season occupancy by 10%
Per Diem EMT
VERMONT EMERGENCY MANAGEMENT
01.1999 - 01.2009
- Trained as an EMT at both the basic and intermediate levels
- (Provided emergency services at the intermediate level.) Also assisted with the training and testing of other EMTs
- Collaborated with the American Red Cross to coordinate blood drives
- Hosted various town events such as 'bicycle safety days' for local children
- Key Accomplishments:
- Received EMT of the year in 2007 from Stowe Rescue Squad
- Served as the Chair of Stowe Rescue Inc
- For 4 years and facilitated bi-monthly meetings
- Helped Town develop a new Public Emergency Services building to house Rescue, Fire, Police and Mountain Rescue teams
- Instrumental in the development, purchase and distribution of 9-1-1 signs for houses and businesses throughout Stowe
Education
EMT Certification - Emergency Management
Emergency Services of Vermont
Stowe, VT06.1999
State Registered Nurse - Nursing
Royal Naval School of Nursing
Portsmouth, England01.1976
Skills
- Customer service
- Check-in and Check-out procedures
- Problem-solving skills
- Problem-solving
Residency
U.S. Resident w/ Green Card; Does not require sponsorship to work.
Summary - Professionalsummary
Personable, honest, and hard-working professional seeking a part-time role where 30+ years of experience in hospitality, healthcare, and relationship-building can make a positive impact on our community.
Timeline
Front Desk Manager
The Green Mountain Inn
06.2024 - 11.2024
Operations Manager / GM
THE CHATHAM INN & CUVEE RESTAURANT
04.2016 - 04.2024
Innkeeper
REGATTA NN & CENTERBOARD INN
04.2011 - 04.2017
Per Diem EMT
VERMONT EMERGENCY MANAGEMENT
01.1999 - 01.2009
Founder / Owner
YE OLDE ENGLAND INNE
01.1983 - 01.2013
EMT Certification - Emergency Management
Emergency Services of Vermont
State Registered Nurse - Nursing
Royal Naval School of Nursing
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