Michael K. Justice
Madison,NC
Summary
Experienced leader with a proven track record of guiding teams, managing complex projects, and achieving strategic objectives. Skilled in developing efficient processes, meeting high standards, and aligning efforts with organizational goals. Recognized for fostering teamwork and maintaining a commitment to excellence.
Overview
32
32
years of professional experience
Work History
Front Desk Supervisor/Manager on Duty
Embassy Suites Greensboro Airport
05.2024 - Current
- 219 room, full service hotel with 13000 sq/ft of event space
- Provide exceptional customer service by being engaging and taking a sincere interest
- Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established
- Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests
- Help to resolve problems through recovery when things aren’t quite right
- Committed to the equitable treatment of all associates and guests as well as equal access to opportunities and resources for all, at every level of the organization
- Training all new Front Desk Agents to provide exceptional customer service
- Value everyone’s contribution to the team, and we will value your contribution as a key part of our success
- Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation
- Look for ways to become an expert on the local area, being able to answer inquiries pertaining to hotel services, registration, shopping, dining, and travel directions
- Look for new ways to enhance the guest experience
- Supervise daily shift process, ensuring all team members adhere to standard operating procedures
- Works closely with the Maintenance and Housekeeping teams to communicate and coordinate the day
Guest Services Agent/Bartender
Springhill Suites by Marriott Greensboro Airport
01.2024 - 04.2024
- Greeted guests upon arrival and offered assistance
- Assisted guests with check-ins, account inquiries and any additional services needed
- Responded to all customer inquiries thoroughly and professionally
- Processed cash and credit payments rapidly and accurately
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution
- Provided guest assistance, including recommendations for tourist attractions
- Adheres to state, federal, and corporate liquor regulations pertaining to serving alcoholic beverages to minors and intoxicated guests
- Managed strict beverage control to minimize waste
- Takes and/or processes orders for drinks; mixes, garnishes, and presents drinks using standard ingredient recipes; practices prudent portion control
- Carefully followed safety and sanitation policies when handling food and beverages
- Served each guest courteously, quickly, and efficiently
Guest Services Agent/Bartender
SpringHill Suites by Marriott Wilmington Mayfaire
05.2018 - 12.2019
- Greeted guests upon arrival and offered assistance
- Assisted guests with check-ins, account inquiries, and any additional services needed
- Responded to all customer inquiries thoroughly and professionally
- Processed cash and credit payments rapidly and accurately
- Investigated guest challenges and sources of dissatisfaction to offer a timely resolution
- Provided guest assistance, including recommendations for tourist attractions
- Adheres to state, federal, and corporate liquor regulations pertaining to serving alcoholic beverages to minors and intoxicated guests
- Managed strict beverage control to minimize waste
- Takes and/or processes orders for drinks; mixes, garnishes, and presents drinks using standard ingredient recipes; practices prudent portion control
- Carefully followed safety and sanitation policies when handling food and beverages
- Served each guest courteously, quickly, and efficiently
Conversion Crew
SMG Wilmington Convention Center
08.2017 - 07.2018
- As directed by the Operations Manager, the Conversion Crew Member will be responsible for setting up and tearing down staging, risers, chairs, bleachers, house drapes, carpeting, portable flooring, hockey dashers, ice making, and boxing rings
- Stores equipment in pre-designated areas
- Assures that the labor crew completes assigned duties to CPC standards
- Must have the ability to read and follow verbal and written instructions as well as adhere to building policies and event requirements
- Must be able to lift objects up to 50 lbs and stand, bend, and stoop for long periods of time and climb stairs to inspect and handle problems
- Must have the ability to interact with fellow employees and the general public in a professional manner
- Performs minor maintenance on equipment used for the setup and breakdown of events
- Operates forklifts and company vehicles related to arena operations
- Performs all other job abilities to make timely and sound policy decisions
- Possess excellent organizational skills
Faculty/Coordinator for Public Safety Education Programs
Lenoir Community College
02.2015 - 07.2017
- Demonstrate a thorough and accurate knowledge of the teaching discipline
- Display the ability to interpret and evaluate the theories of the field or discipline
- Connect the subject matter with related fields
- Stay current in the subject matter through professional development, involvement in professional organizations, and attending professional meetings, conferences, and/or workshops
- Learn and use technology to enhance teaching and the educational experience when appropriate
- Teach a course load appropriate to the teaching discipline
- Plan and organize instruction in ways that maximize student learning
- Employ appropriate teaching and learning strategies to communicate subject matter to students
- Modify, where appropriate, instructional methods and strategies to meet diverse student needs
- Employ available instructional technology, i.e., the Internet, interactive technology, etc., when appropriate
- Encourage the development of communication skills and higher-order thinking skills through appropriate student assignments
- Contribute to the selection and development of instructional materials in accordance with course objectives
- Establish and follow meaningful learning objectives
- Develop and explain methods that fairly measure student progress toward course objectives
- Evaluate student performance fairly and consistently and return student work promptly to promote maximum learning
- Maintain accurate records of student progress and submit final grades each semester according to established deadlines
- Teach credit or non-credit courses in the teaching discipline as needed
- Post and maintain regular office hours to ensure accessibility to colleagues and to students for advisement and consultation
- Serve as faculty academic advisor for students
- Prepare, distribute, and submit syllabi and approved course outlines for all assigned sections in accordance with program and divisional policies
- Maintain confidentiality of student information
- Substitute for other instructors in the teaching discipline in case of an absence
- Exercise stewardship of college facilities, materials, and resources
- Comply with responsibilities as cited in the Lenoir Community College Catalog, Faculty Handbook, Handbook for Distance Education, Policy Manual, and Procedures Manual
Region 8 Business Development Manager
Air Methods
12.2013 - 01.2015
- Company Overview: Largest provider of air medical services in the United States
- Participates as a member of Air Methods’ management team to promote a successful operation
- Coordinate all business segment PR activities to include monthly meetings with the Medical Base Supervisor to coordinate outreach in each market segment
- Reports to and works closely with the Regional Business Director, including timely updates regarding business and demographic changes, including competitive market intelligence
- Responsible for detailed knowledge of market dynamics, such as, but not limited to, competitor activity, hospital service line changes, opening or closing of hospitals, competitor marketing strategies, billing rates, and aircraft type
- Primary contact for customer service recovery
- Monitor daily PTS activity and understand volume trends
- Responsible for ordering and distributing PR items for business segments
- Local community media contact, in coordination with Corporate Communications
- Log activity into EMS Charts for tracking and trending purposes
- Adhere to AMC KPIs (Key Performance Measures Indicators) to ensure compliance with the corporate business mission
- Communicate closely with all other AMC disciplines, to coordinate daily activities and Outreach Education programs that support the marketing plan in a fiscally responsible manner
- Create/update reports in coordination with base management
- Assists in the preparation of an annual capital and operational budget for area marketing program
- Largest provider of air medical services in the United States
Regional Manager
Ministry Spirit Medical Transportation
05.2012 - 12.2013
- Regional Manager for hospital-based air/ground transport team
- Responsible for 40 employees, 1 rotor-wing aircraft, 3 critical care ground ambulances, and 2 paramedic QRVs
- Duties include HR action, including interviewing and hiring new staff, employee evaluations, and disciplinary action
- Prepares an annual capital and operating budget for the region
- Accounts for cost overruns and maintains the bottom line within the budget framework
- Develops and monitors an effective billing process
- Responsible for collecting all information for patient billing and ensuring that billing is conducted on a timely basis
- Coordinates with Aviation Services in developing a safety committee and managing the safety management program
- Coordinates activities with the Medical Director, Clinical Manager, Base Supervisors, and System Director regarding medical personnel, policies and procedures, medical supplies and equipment, departmental goals, and Total Quality Management and utilization
- Oversees the day-to-day operation of staff at two or more MTS bases
- Completes performance appraisals for direct reports on an annual basis
- Provides input to clinical components of medical crew performance appraisals in cooperation with the Medical Base Supervisor and Clinical Manager
- Responsible for interviewing, hiring, performance management, and evaluations of all program personnel
- Responsible for maintaining contact with, and providing program updates to community agencies, support groups, committees, other health care providers, and other individuals who participate in the implementation/approval process
- Monitors staff involvement in educational presentations designed to promote programs within the community
- Interfaces with hospital management
- Collaborates problem-solving and follow-up on operational issues with the appropriate personnel
- Conducts regularly scheduled meetings with staff and management personnel
- Directs and oversees the development of initial and ongoing clinical education, including, but not limited to, outreach clinical education
- Coordinates with physician medical directors to develop and implement clinical care
- Directs and oversees all issues related to HIPAA and CMS compliance
- Directs and oversees all clinical risk management
- Directs and oversees all clinical Quality Management/Process Improvement activities
- Ensures adherence and compliance with air transport and emergency medical services clinical standards, protocols, policies, and procedures, including but not limited to applicable accreditation agencies such as CAMTS
- Ensures adherence and compliance with state and federal regulations
- Monitors and evaluates the efficiency and effectiveness of clinical service lines and delivery
- Supports Business Development, Aviation, Finance, Human Resources, and other functional lines with superior customer service
- Attends and participates in professional meetings and committees
- Remains abreast of new trends and innovations in healthcare delivery
- Selects, supervises, and coaches/mentors Clinical Services personnel
- Performs additional assignments as directed by the Systems Director
Chief Flight Paramedic
EastCare Critical Care Transport
03.2008 - 05.2012
- Company Overview: CAMTS-accredited hospital-based air/ground transport team
- Chief Flight Paramedic for CAMTS-accredited hospital-based air/ground transport team
- Responsible for 130 employees including 5 Shift Supervisors
- Direct oversight of 3 rotor wing aircraft, six critical care ground, one advanced life support and three basic life support ambulances, and the EastCare Communications Center
- Total yearly operating budget exceeding $23 million
- Responsible for planning, directing, controlling, and coordinating daily operations
- Coordinates staff schedule for coverage 24 hours a day, 7 days a week, 365 days a year
- Responsible for physical facility appearance, function, and maintenance
- Files work orders and takes actions necessary to correct facility problems
- When necessary, make suggestions for facilities improvement
- Researches cost and options and makes recommendations to the Administrator
- Coordinates vehicle fleet maintenance and issues within the region
- Assures equipment and stock are available at regional operations
- Coordinates preventive maintenance of medical equipment
- Monitors levels of medical equipment for use at satellite bases
- Takes action to ensure sufficient medical and operational equipment is available
- Collaborates with regional healthcare and EMS agencies to assure quality service delivery
- Follows up as appropriate on operational/system issues
- Develops and implements corrective action plans/processes to assure customer service
- Assists Administrator and legal with maintaining current contracts
- Identifies and reports any issues related to regional operations
- Assists with assuring strategic locations of satellite operations
- Supervises, evaluates, commends, disciplines, supports staff and holds staff accountable for job description along with policy and procedures
- Maintains current documentation of staff performance and utilizes conflict management
- Assists Chief Flight Nurse with interviewing and hiring staff for regional operations
- Maintains current documentation of staff performance and utilizes conflict management
- Participates in the performance review process of medical crews
- Anticipates budgetary needs for regional operations
- Reviews and provides input on operating budget development, including anticipated labor and other medical equipment needs
- Responsible for participating in budgetary planning, monitoring cost, evaluating and recommending capital equipment
- Provides information to the Administrator regarding capital needs related to equipment and facilities for the coming fiscal year
- Functions as a steward of spending and allocation of dollars
- Justifies and monitors expenses
- Reviews equipment-related costs and makes recommendations that may result in appropriate cost reduction and improved quality of patient care delivered
- Maintains own clinical development
- Co-chair of the EastCare Safety Committee as one of two safety officers for the transport team
- Responsible for general oversight of all EastCare staff committees
- CAMTS-accredited hospital-based air/ground transport team
Education
Certified Front Desk Representative -
American Hospitality & Lodging Educational Institute
Orlando, FL01.2024
B.S. - Emergency & Disaster Management
Western Carolina University
Cullowhee, NC01.2012
A.A.S. - Emergency Medical Science
Davidson County Community College
Lexington, NC01.2004
Initial Paramedic Training -
Rockingham Community College
Wentworth, NC01.1994
General Education Diploma -
South Stokes High School
Walnut Cove, NC01.1993
Skills
- Time management
- Guest relations
- Reservations management
- Problem-solving skills
- Training and mentoring
- Scheduling and planning
- Reservation management
- Complaint management
- Operations oversight
- Decision making aptitude
- Hospitality services
- Strong leadership
Accomplishments
- First Chief Flight Paramedic at ECU Health/EastCare
- ECU Health Allied Health Employee of the Year - 2005
- Springhill Suites Greensboro Airport Employee of the Month - February 2024
Awards
- 2005, EastCare Paramedic of the Year
- 2005, Pitt County Memorial Hospital, Emergency & Transport Allied Health Professional of the Year
- 2024, Springhill Suites Greensboro Airport Employee of the Month
Professional Presentations
- Computer Charting and Dispatching; Our Link to the Future, Air Medical Transport Conference, 09/01/05, Austin, Texas
- What Were They Thinking?, Air Medical Transport Conference, 10/01/10, Ft. Lauderdale, Florida
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureTimeline
Front Desk Supervisor/Manager on Duty
Embassy Suites Greensboro Airport
05.2024 - Current
Guest Services Agent/Bartender
Springhill Suites by Marriott Greensboro Airport
01.2024 - 04.2024
Guest Services Agent/Bartender
SpringHill Suites by Marriott Wilmington Mayfaire
05.2018 - 12.2019
Conversion Crew
SMG Wilmington Convention Center
08.2017 - 07.2018
Faculty/Coordinator for Public Safety Education Programs
Lenoir Community College
02.2015 - 07.2017
Region 8 Business Development Manager
Air Methods
12.2013 - 01.2015
Regional Manager
Ministry Spirit Medical Transportation
05.2012 - 12.2013
Chief Flight Paramedic
EastCare Critical Care Transport
03.2008 - 05.2012
B.S. - Emergency & Disaster Management
Western Carolina University
A.A.S. - Emergency Medical Science
Davidson County Community College
Initial Paramedic Training -
Rockingham Community College
General Education Diploma -
South Stokes High School
Certified Front Desk Representative -
American Hospitality & Lodging Educational Institute
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