Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
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Lydia Grace Goldman

Strasburg,PA

Summary

Service-focused General Manager dedicated to giving every customer positive experiences to promote loyalty and repeat business. Orchestrate optimal resource utilization to handle expected operational needs. Customer service leader with sound judgment, good planning abilities and interpersonal communication strengths.

Overview

19
19
years of professional experience

Work History

General Manager

Clarion Inn Strasburg
Strasburg, PA
01.2020 - Current
  • Direct team of 15+ personnel in hotel with 96 rooms, spread throughout 5 buildings.
  • Increase revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
  • Review performance data to monitor and measure productivity, goal progress and activity levels.
  • Manage budget implementations, employee reviews, training, schedules and contract negotiations.
  • Organize budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
  • Maximize efficiency by coaching and mentoring personnel on housekeeping and customer service principles, industry practices, company procedures and Choice Hotels system.
  • Keep hotel in good standing with Choice Hotels brand standards.
  • Monitor and handle all employee claims, including performance-based and harassment incidents.
  • Accurately prepare 2-week payroll and tracking data using Paytime.
  • Discover and resolve employee issues that affect management and business decisions.
  • Initiate and maintain Workers Compensation cases for tracking, reporting and legal mechanics.
  • Evaluate effectiveness of training programs and provided upper management strategic recommendations for improvements.
  • Boost customer satisfaction ratings by resolving issues for speedy resolution.
  • Adhere to all federal and state guidelines and managed payroll and benefits for over 15 employees.
  • Assign housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Initiate Commitment to Clean procedures and implemented COVID-19 cleaning protocols.
  • Complete schedules, shift reports and other business documentation for all departments
  • Work with front desk to respond promptly to all guest requests.
  • Maintain controls over expenses and inventory for optimal budget tracking.
  • Place supply orders for all departments.
  • Utilize chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
  • Reduce financial discrepancies through accurate management of payroll and bookkeeping processes.

Assistant General Manager

Comfort Suites Amish Country
Lancaster, PA
07.2018 - 12.2019
  • MOD when GM is off property
  • Respond to online survey and reviews
  • Assist with interviewing & hiring staff
  • Authorize discounts/adjustments
  • Assist GM with group sales
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Trained new employees in specific job requirements.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Maintained compliance with company policies, objectives and communication goals.
  • Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
  • Maintained secure cash drawers, promptly resolving discrepancies for accuracy.
  • Oversaw computer database and physical filing systems.
  • Handled cash accurately and prepared deposits

Lead Night Auditor

Comfort Suites Amish Country
Lancaster, PA
01.2011 - 07.2018
  • Maintain friendly and professional customer interactions during check-in and check-out.
  • Review account information and charges with guests during check-out.
  • Greet and welcome all hotel guests with a smile.
  • Wrote thorough step-by-step manuals for Day Shift and Night Audit which are used throughout all PA Dutch Hotels properties
  • Accommodate guests’ requests for housekeeping and maintenance issues.
  • Make executive decisions when only employee at hotel
  • Promote hotel brand’s loyalty scheme through explaining quarterly promotions and offering to sign up for Choice Privileges.
  • Verify that personal and payment information on guest accounts was accurate and complete.
  • Resolve service-related problems in timely manner.
  • Make walk-in and over telephone reservations
  • Operate $300 cash drawer
  • Wrote detailed front desk and night audit procedures and manuals for hotel staff
  • Assisted day staff by completing daily computer backups, virus checks and program updates.
  • Oversaw night auditing duties, including verification of daily room occupancy and hotel revenue

Night Auditor

Best Western Premier Eden Resort & Suites
Lancaster, PA
04.2008 - 12.2010
  • Accessed rooms' and restaurants' revenues and typed reports in Microsoft Excel and Internal Data System (IDS)
  • Typed, emailed and printed reports for managers
  • Operated $150 cash drawer and $3,000 desk vault
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Posted charges for rooms, food, liquor, or telephone calls, to guest and group ledgers using Opera System and Diner POS.
  • Wrote thorough step-by-step Night Audit manual

Night Audit Supervisor

Lancaster Host Resort & Conference Center
Lancaster, PA
08.2006 - 04.2008
  • Updated customer accounts with add-on room charges, including minibar use and room service bills.
  • Oversaw night auditing duties, including verification of daily room occupancy and hotel revenue.
  • Processed arrivals and departures for hotel guests, handling approximately 200 guests per shift.
  • Wrote thorough step-by-step manuals for Day Shift and Night Audit

Education

High School Diploma -

Homeschool
Ephrata, PA
2005

Skills

  • Cash handling expertise
  • Rapid 10-key data entry
  • 50-60 WPM typing speed
  • Experienced in Microsoft Excel, Publisher & Word
  • Goal-oriented
  • Detail-oriented
  • Good written and oral communication
  • Food Preparation and Safety
  • Choice Hotels' HOST certified

Accomplishments

  • Staffing - Worked directly with General Manager at Comfort Suites to streamline hiring and onboarding process.
  • Created Front Desk and Night Audit manuals for Comfort Suites which are utilized by 2 sister hotels: Comfort Inn at Rockvale and Clarion Inn Strasburg-Lancaster
  • Made step-by-step Night Audit Manuals at 3 different hotels: Lancaster Host Resort, Eden Resort and Comfort Suites
  • Promoted to Lead Night Auditor at Comfort Suites based on superior performance
  • Promoted to Supervisor at Lancaster Host Resort after only 6 months for exceptional performance.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

References

Benson, Candy

540.220.0578

1+ year

Gallo, Karen

570.817.1310

1+ year

Hill, Becky
717.475.8566

7+ years

Shenk, Keith

717.989.3491

9+ years

Warfel, Tom

610.999.4265

6+ years

Watts, John
717.344.1965
9+ years

Timeline

General Manager

Clarion Inn Strasburg
01.2020 - Current

Assistant General Manager

Comfort Suites Amish Country
07.2018 - 12.2019

Lead Night Auditor

Comfort Suites Amish Country
01.2011 - 07.2018

Night Auditor

Best Western Premier Eden Resort & Suites
04.2008 - 12.2010

Night Audit Supervisor

Lancaster Host Resort & Conference Center
08.2006 - 04.2008

High School Diploma -

Homeschool

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