Margaret (Peggy) Slauterbeck
Port Clinton,OH
Summary
Guest-oriented hotel manager offering more than 10 years of experience in hospitality and tourism industries. Self-starter providing valuable service to clients and tourists. Successful management background at reputable hotels and resorts.
Overview
24
24
years of professional experience
Work History
Front Desk Clerk
Our Guest Inn and Suites
04.2022 - Current
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
- Used internal software to process reservations, check-ins and check-outs.
- Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
- Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
- Maintained an inviting front desk area by keeping it clean, organized, and well-stocked with necessary materials.
- Managed reservations, cancellations, and modifications with accuracy to maintain organized booking records.
- Provided exceptional customer service for a positive guest experience, resulting in repeat business.
- Collaborated with housekeeping staff to ensure room availability and cleanliness for incoming guests.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Maintained transaction security by verifying payment cards against identification.
- Stayed knowledgeable about hotel services, local attractions, and events to provide accurate information to guests upon request.
- Contributed to team goals by maintaining a positive attitude and supporting coworkers during busy periods or challenging situations.
- Coordinated group bookings efficiently, ensuring all necessary preparations were completed in advance of guest arrival dates.
- Conducted regular inventory assessments for front desk supplies to avoid shortages that could negatively impact guest experience.
- Increased hotel revenue by upselling rooms and promoting additional services or amenities when appropriate.
Assistant General Manager
Sleep Inn Hotel
07.2021 - 03.2022
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
General Manager
Stay Inn
05.2021 - 07.2021
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
Front Desk Manager
Island House Hotel
03.2021 - 05.2021
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Checked guests in out of hotel, made reservations, and processed payments.
- Managed front desk maintenance of client records and lab data.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Resolved guest complaints by addressing issues with rooms promptly.
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
- Developed strong relationships with corporate clients, securing long-term contracts for group bookings.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
- Increased repeat business by providing exceptional service and promptly handling guest feedback.
- Maintained transaction security by verifying payment cards against identification.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Owner
Tropicana Tanning & Video Plus
08.2015 - 09.2020
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Established foundational processes for business operations.
- Evaluated suppliers to maintain cost controls and improve operations.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Expanded product offerings by researching market trends and identifying potential growth opportunities.
- Prepared bank deposits and handled business sales, returns, and transaction reports.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.
- Prepared annual budgets with controls to prevent overages.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
General Manager
Island House Hotel
01.2014 - 01.2015
- 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.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Managed budget implementations, employee evaluations, and contract details.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reported issues to higher management with great detail.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Assistant Manager
Island House Hotel
01.2013 - 01.2014
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Created employee schedules to align coverage with forecasted demands.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Front Desk Clerk
Island House Hotel
01.2010 - 01.2013
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used internal software to process reservations, check-ins and check-outs.
- Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
- Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
- Developed strong relationships with guests through friendly interactions, anticipating their needs and exceeding expectations.
- Maintained an inviting front desk area by keeping it clean, organized, and well-stocked with necessary materials.
- Managed reservations, cancellations, and modifications with accuracy to maintain organized booking records.
- Provided exceptional customer service for a positive guest experience, resulting in repeat business.
- Collected room deposits, fees, and payments.
- Entered and updated sensitive customer information during check-ins and room changes.
- Collaborated with housekeeping staff to ensure room availability and cleanliness for incoming guests.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Maintained transaction security by verifying payment cards against identification.
Teller/Loan Officer
Commodore Perry FCU
01.2000 - 01.2010
- Maintained strict confidentiality of bank records and client information.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Examined customer loan applications for loan approvals and denials.
- Developed strong relationships with customers through high levels of customer service.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Ensured compliance with all federal and state regulations throughout the loan origination process.
- Conducted thorough credit analysis to minimize risk exposure for the financial institution.
- Cultivated lasting relationships with satisfied clients that led to repeat business as well as referrals from friends or family members.
- Collaborated with other departments to promptly process loan applications.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
Education
High School Diploma -
Port Clinton High School
Port Clinton, OH06.1994
Skills
- Operations Management
- Problem Resolution
- Leadership and team building
- Efficient multi-tasker
- Effective leader
- Training and coaching
- Staff Management
- Employee Scheduling
- Hospitality services
- Customer Service
- Guest satisfaction
Timeline
Front Desk Clerk
Our Guest Inn and Suites
04.2022 - Current
Assistant General Manager
Sleep Inn Hotel
07.2021 - 03.2022
General Manager
Stay Inn
05.2021 - 07.2021
Front Desk Manager
Island House Hotel
03.2021 - 05.2021
Owner
Tropicana Tanning & Video Plus
08.2015 - 09.2020
General Manager
Island House Hotel
01.2014 - 01.2015
Assistant Manager
Island House Hotel
01.2013 - 01.2014
Front Desk Clerk
Island House Hotel
01.2010 - 01.2013
Teller/Loan Officer
Commodore Perry FCU
01.2000 - 01.2010
High School Diploma -
Port Clinton High School
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