Marlena L. Walker
Burlington,IA
Summary
I am a detailed oriented, highly motivated, and determined individual with a great deal of ambition. My expertise and experience in hospitality has shown me that I remain passionate about customer service, and committed to the belief that teamwork can accomplish extraordinary feats. I look forward to learning new skills to excel and enrich my own personal experience while being a vital contribution to my employer in every way possible.
Overview
30
30
years of professional experience
Work History
Customer Relations Consultant
US Bank
Burlington, IA
01.2024 - Current
- Processed customer requests for profile updates, card services, and account maintenance.
- Explained US Bank products, fees, and banking procedures in clear language.
- Investigated billing disputes and referred complex issues through US Bank channels.
- Guided customers through online banking, mobile app, and branch service options.
- Generated leads through cold calling potential clients.
- Assisted customers with product selection and troubleshooting issues.
- Provided accurate information on products and services.
- Identified customer needs by actively listening and probing questions.
- Gathered data from customers to update records in the system.
- Followed up with customers after purchase or service delivery.
- Developed relationships with customers to ensure their satisfaction.
- Provided exemplary level of service to customers to extend relationships for future business opportunities.
- Helped customers open accounts, make deposits, update information, and carry out range of routine actions.
- Addressed customer questions and concerns regarding products and services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Hotel General Manager
Great River Entertainment
Burlington, IA
05.1996 - 11.2023
- Directed hotel operations for Great River Entertainment's guest rooms, lobby, and service areas.
- Managed front desk, housekeeping, and maintenance teams across daily hotel functions.
- Reviewed guest concerns and resolved service issues with prompt, professional follow-up.
- Coordinated budgets, purchasing, and vendor relations for hotel supplies and services.
- Enforced safety, cleanliness, and brand standards throughout the property.
- Partnered with entertainment venue leadership on guest arrivals, event stays, and special requests.
- Trained supervisors on service procedures, team communication, and operational expectations.
- Performed administrative tasks such as payroll processing or updating employee records.
- Monitored staffing levels to ensure adequate coverage at all times while controlling labor costs.
- Managed front desk staff, housekeeping, maintenance, security and other departments within the hotel.
- Analyzed market data to identify trends in occupancy rates, pricing strategies.
- Liaised with suppliers for ordering supplies such as food items, beverages, linens.
- Reviewed financial statements and reports to assess operational performance against budget targets.
- Established quality assurance standards for each department to ensure high levels of service delivery.
- Collaborated with sales team on special promotions or packages for guests.
- Coordinated and supervised daily operations of the hotel, ensuring compliance with all policies and procedures.
- Conducted regular inspections of rooms, common areas, facilities and safety equipment.
- Developed strategies to maximize profits through cost control and revenue generation initiatives.
- Ensured efficient customer service by addressing guest inquiries and resolving complaints in a timely manner.
- Advised senior management on changes needed to improve operational efficiency.
- Evaluated job performance of staff members on an ongoing basis using established criteria.
- Identified training needs among employees according to business requirements.
- Created marketing plans to increase visibility of the hotel's brand in local markets.
- Implemented new technologies such as online booking systems or automated check-in and check-out processes.
- Optimized room rates to gain maximum occupancy figures, improving revenue growth and increasing market share.
- Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, special requests and operational challenges.
- Negotiated rates with corporate entities related to extended stay contracts.
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
- Established successful employee turnover and retention strategies to improve culture and boost employee experience and business outcomes.
- Mentored new employees, demonstrating best methods for servicing clients and guests.
- Oversaw reservations received from direct calls and provided room availability information.
- Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
- Fostered relationships with local businesses and organizations to drive additional revenue streams.
- Enhanced guest services through the integration of new technology and systems.
- Managed room allocations and bookings, optimizing occupancy and revenue.
- Ensured compliance with all local, state, and federal laws and regulations.
- Coordinated renovation and maintenance projects, ensuring compliance with brand standards and safety regulations.
- Negotiated contracts with vendors and suppliers, securing cost-effective services and products.
- Oversaw inventory management, ensuring adequate supplies while controlling costs.
- Monitored the performance of front desk, housekeeping, and maintenance staff, providing regular feedback.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw recruiting, interviews and new employee hiring.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Assisted guests at check-in, providing information on various services within hotel.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Built and maintained productive relationships with employees.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Delegated work to staff, setting priorities and goals.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Transmitted and received messages using telephones or telephone switchboards.
- Verified customer credit to establish payment method for accommodations.
- Issued room keys and escort instructions to bellhops.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Education
Certified Nursing Assistant -
Southeastern Community College
Burlington, IA 01.2024 - 07.2024
High School Graduate -
Burlington Community High School
Burlington, IASkills
- Customer Service
- Staff Training
- Problem Solving
- Policy Implementation
- Organizational Skills
- Performance Evaluations
- Cash Handling
- Telephone Etiquette
- Credit Card Compliance
- Payment Processing
- Safety Procedures
- Supply Purchasing
- Inventory Control
- Copier
- Scanner
- Multiline Switchboard
- Revenue Management
- Group Booking
- Team Leadership
- Brand Management
- Microsoft Office
- Outlook
- Cleanliness
- Interpersonal Communications
- Banking procedures
- Online banking support
- Customer relationship management
- Account maintenance
- Payment processing
- Active listening
- Conflict resolution
- Clear communication
- Problem solving
- Relationship building
- Inter-department collaboration
- Customer relations
- Account updates
- Negotiation skills
- Data entry
- Excellent communication
- Multi-line phone talent
- Multi-line phone systems
- Customer service
- Product knowledge
- Record keeping
- Inbound call answering
- Self motivation
- Problem resolution
- Customer data confidentiality
- Verbal and written communication
- Microsoft office
Email Addresses
Marlenalwalker@gmail.com
Timeline
Certified Nursing Assistant -
Southeastern Community College
01.2024 - 07.2024
Customer Relations Consultant
US Bank
01.2024 - Current
Hotel General Manager
Great River Entertainment
05.1996 - 11.2023
High School Graduate -
Burlington Community High School