Michelle L. Comer
Morrisonville,NY
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Summary of Work Experience -14+ years of experience working in Military Lodging/Hospitality Management - Great ability to communicate, both verbally and written, effectively with guest, vendors and co-workers. - Ability to develop and effectively deliver presentations and/or training - Exceptional ability to read, write and speak the English language fluently. - Knowledge of NAF budgeting; government procurement procedures; and fiscal, material, and cash management. - Knowledge of training and certification requirements for all NGIS Staff and Supervisors. - Strong Microsoft Office and Excel as well as Epitome (PMS) knowledge. - Huge experience in Housekeeping department and Front Desk Operations. - Knowledge of Navy management procedures and front desk, housekeeping and maintenance principles and practices. - Knowledge of CNIC’s EEO policy and procedures. - Great ability to provide leadership to the departments to achieve their goals and objectives. - Understanding of the daily operation of Navy Gateway Inns and Suites - Great ability to communicate the goals and objectives and inspire employees to achieve these goals. - Remarkable ability to create courteous, friendly, professional work environment. - Uncommon creative problem solving skills. - Ability to recognize and define problems, identify alternative solutions, select the best course of action, and submit suggestions or present useful new ideas to improve operations. - Great ability to quickly evaluate alternatives and decide on a plan of action. - Willing to work a busy and sometimes hectic work schedule. - Government Purchase Card/Travel Card Knowledge
Overview
14
14
years of professional experience
Work History
General Manager
Navy Gateway Inns and Suites
06.2021 - Current
- Pay grade: NF-04 -Manages staff of 19
- Operated a professional Department of Defense DoD lodging operation consistent with a commercial mid-grade hotel for guests in Temporary Duty TDY Permanent Change of Station PCS and Leisure status
- Managed and accountable for Non-Appropriated Billeting Fund NABF
- Responsible for efficient and proper use of all non- appropriated fund NAF and appropriated fund APF resources including funds personnel facilities supplies and equipment
- Provided short and long range financial plans to ensure program goals were met
- Provided customerfacing integration execution and management of services and resources Gat the installation level
- Ensured the safety and security of guest’s associates and lodging assets
- Participated in the development and execution of the installation NGIS business plan annual budget and capital plan
- Maintained accountability for the requisition receipt and storage of all inventory consumable non- consumable minor property and fixed assets
- Conducted weekly room inspections in accordance with program standards for all room types
- Responded to all guest comment card surveys in a professional and timely manner and in accordance with program standards
- Attended CNIC Region and
- Installation lodging training to ensure training efforts result in improving performance in operational management
Leasing Specialist
Lincoln Military Housing
06.2020 - 06.2021
- Service delivery and proper training of employees to meet program standards and developmental expectations
- Managed and participated in improvement efforts to include Mystery Shop Call results customer response results and achieving annual property accreditation
- Provided oversight for a recurring facility preventive maintenance program and maximizes funding and services supporting effective maintenance efforts
- Managed real property resources and provides advice on renovations improvements and minor and or major construction
- Marketed the
- NGIS program using technology with approved online print and local resources to ensure patrons are aware of the availability of lodging assets and programs
- Developed performance work statements for contract services and measures compliance through inspections audits and customer critiques
- Exceeded budgeted profit margins by accurately forecasting revenues and expenses
- Prepared timely well-planned annual budgets that accurately reflect the property’s business plan
- Answered phones/ Logged calls in Leasehawk -Answered all questions and “sell” LMH -Answer questions from residents/prospects currently working with -Properly inputting information into CRM -Faxing & Filing -Work assigned Waitlist (Midway Manor/VOM/Wadsworth) Ensuring every family contacted every 3-4 months, every family contacted 6 weeks before they need to move to discuss options
- Follow up and remove applicants who are non-responsive
- Offering and assigning homes to incoming families -Go through lease documents with family, and ensure all questions are answered (via Docusign) -Ensure move in is on site calendar and scheduled -Emailed property when move in is same day or next day -Send finalize email to Resident -Follow up email to resident with info regarding move in -Work closely with site offices -Work closely with team members in office -Work closely with Navy partner -Work closely with prospects/applicants/residents -Greet customers waiting in lobby -Provide excellent customer service and assist all clients with a positive and friendly tone
General Manager
Navy Lodge JRB
12.2019 - 05.2020
- 50 rooms) Pay grade: NF-04 -Manages staff of 16 -Managed Navy Lodge Facility to ensure operation standards are within Navy Lodge Program guidelines and standards
- Reported directly to a Navy Lodge Regional Manager
- Duties and Responsibilities: maintained contact with guests to ensure satisfaction
- Responds to all inquiries and complaints
- Supervised associates and provides adequate staffing for areas of responsibility
- Ensured training of associates through Performance Training Program, supervised schedules of work, approves vacation and coordinates with the appropriate personnel office regarding
General Manager
Navy Lodge NAS Patuxent River
01.2018 - 12.2019
- Personnel matters
- Processes local reservations, reservations through the Central Reservation Center and maintained the Lodging Management System
- Conducted inspections of all areas of Navy Lodge operation, identified problems and deficiencies and implements appropriate corrective measures
- Followed up to ensure deficiencies are corrected
- Coordinated the alteration, minor construction, painting and preventive maintenance of
- Navy Lodge facilities
- Maintained liaison with Navy Lodge Program and other activities, vendors, suppliers and other appropriate authorities within the local area to ensure adequate levels of guest services and to establish maximum vendor relations
- Responsible for overseeing the proper maintenance of operating records, files, cash control, receipts and the custody of supplies and equipment (fixed assets) for the Navy Lodge
- Ensures compliance with all safety, fire and sanitation regulations
- Is also responsible for the safety/security of Navy Lodge guests and associates
- Coordinated service requirements with the Acquisition Manager for those items, supplies, service and labor which lend themselves to contact negotiation procedures
- Developed and administered operating and equipment budgets in conjunction with NEXCOM, Navy Lodge Program
- Responsible for implementing Navy
- Lodge Program policies and procedures
- Carried out EEO policies and communicates support of these policies to subordinates
- Performs other related duties as assigned
- 48 Rooms) Pay grade: NF-04 -Manages staff of 13
- Accomplishments: Lodge achieved Top 10% Guest Satisfaction worldwide 1st , 2nd , 3rd and 4th quarter of 2019
- Budgeted Occupancy FY18 68%, Actual was 78%
- Managed Navy Lodge Facility to ensure operation standards are within Navy Lodge Program guidelines and standards
- Reported directly to a Navy Lodge Regional Manager
- Duties and Responsibilities: maintained contact with guests to ensure satisfaction
- Responds to all inquiries and complaints
- Supervised associates and provides adequate staffing for areas of responsibility
- Ensured training of associates through Performance Training Program, supervised schedules of work, approves vacation and coordinates with the appropriate personnel office regarding personnel matters
- Processes local reservations, reservations through the Central Reservation Center and maintained the Lodging Management System
- Conducted inspections of all areas of Navy Lodge operation, identified problems and deficiencies and implements appropriate corrective measures
- Followed up to ensure deficiencies are corrected
- Coordinated the alteration, minor construction, painting and preventive maintenance of
- Navy Lodge facilities
- Maintained liaison with Navy Lodge Program and other activities, vendors, suppliers and other appropriate authorities within the local area to ensure adequate levels of guest services and to establish maximum vendor relations
- Responsible for overseeing the proper maintenance of operating records, files, cash control, receipts and the custody of supplies and equipment (fixed assets) for the Navy Lodge
- Ensures compliance with all safety, fire and sanitation regulations
- Is also responsible for the safety/security of Navy Lodge guests and associates
- Coordinated service requirements with the Acquisition Manager for those items, supplies, service and labor which lend themselves to contact negotiation procedures
- Developed and administered operating and equipment budgets in conjunction with NEXCOM, Navy Lodge Program
- Responsible for implementing Navy
- Lodge Program policies and procedures
- Carried out EEO policies and communicates support of these policies to subordinates
- Performs other related duties as assigned.
Management Trainee
Navy Gateway Inns and Suites
08.2017 - 01.2018
- Pay grade: NF-03 -Gained knowledge and skill needed to achieve Management employment with Navy Lodge -Completed various training and test in all lodging Depts
- Such as Management, Front Desk, Housekeeping,
- Maintenance, Accounting, -Assisted is shift coverages at front desk -Took part in Training Committee with Training GM -Trained at various Navy Lodges to acquire knowledge and understanding of how Navy Lodge operates and its
- Mission
- JEB-Little Creek/Ft
- Story
Front Office Manager
NF
08.2013 - 04.2015
- 03 -Assist with the daily duties of the front desk (answering the phone, checking-in/checking-out guests, monitoring guest folio’s, etc
- Provided excellent customer service to meet the guests' needs
- Directly reported any issues and complaints to General Manager
- Train and supervised staff of up to 9 associates
- Hired and trained front desk staff in customer service, cashiering and all Front Desk procedures
- Assist in all Account Receivable Collections-DB AND Open A/R’s -Responsible for Group Reservation Contracts and Imputing in PMS system
- Assisted QA Trainer in recertifying Front Desk Associates with certifications -Responsible for scheduling all associates -Covered shifts at desk as needed
Administrative Assistant
Navy Gateway Inns and Suites, Naval
07.2013 - 04.2015
- Pay grade: NF-02 - Provide direct support to management - Process Orders - Answer phones, greet guest - Type administrative documents, contracts, purchase order requests, correspondence, instructions, forms and reports - Receive, sort mail, guard mail, - Payroll support, collecting documents and respond to basic payroll inquiries - Over look SAP entry’s to make sure everything gets posted for budget purposes - Conduct reference check for potential new hires - Prepare 52’S for processing to HR
Front Desk Clerk
Navy Gateway Inns and Suites
06.2011 - 07.2013
- JEB-Little Creek/Ft
- Story, Greet and welcome guests
- Operate cash drawer, handles cash, checks and credit card payments
- Balance guest accounts
- Maintain room availability
- Make and confirm reservations by telephone and in person
- Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, and activities - Collect and distribute messages for guests
- Balance revenue at the end of shift
- Ran night audit when assigned 3rd shift - All other duties as assigned
- Pay grade: NF-02
Front Desk Clerk
Navy Gateway Inns and Suites
04.2010 - 05.2011
- Greet and welcome guests
- Operate cash drawer, handles cash, checks and credit card payments
- Balance guest accounts
- Maintain room availability
- Make and confirm reservations by telephone and in person
- Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, and activities - Collect and distribute messages for guests
- Balance revenue at the end of shift
- Ran night audit when assigned 3rd shift - All other duties as assigned
- Grade: NF-02
Housekeeping
Navy Lodge
01.2008 - 01.2010
- Cleaned and sanitizes washrooms, and bedrooms, keeps washrooms supplied with paper, towels, and soap
- Collected and disposed of trash and garbage; moves equipment and furniture such as beds, tables, and chairs
- Replaced and removed medically contaminated sharps and/or medically soiled and contaminated dressings and supplies.
Education
Certified Front Desk Clerk -
American Hotel & Lodging Educational Institute
Certified Guest Room Attendant -
American Hotel & Lodging Educational Institute
Certified Maintenance (American Hotel Educational Institution -
American Hotel & Lodging Educational Institute
CHS (Certified Hospitality Supervisor) -
American Hotel & Lodging Educational Institute
High School Diploma - undefined
Mt. Ararat High School
2009
Skills
- Mathematical Calculation and Reasoning
- Problem Anticipation and Resolution
- Performance Monitoring and Evaluation
- Sales Tracking
- Hiring and Onboarding
- Maximizing Profitability
- P&L Responsibility
- Leadership
- Guest Satisfaction
- Motivational Leadership
- Strategic Planning
Timeline
General Manager
Navy Gateway Inns and Suites
06.2021 - Current
Leasing Specialist
Lincoln Military Housing
06.2020 - 06.2021
General Manager
Navy Lodge JRB
12.2019 - 05.2020
General Manager
Navy Lodge NAS Patuxent River
01.2018 - 12.2019
Management Trainee
Navy Gateway Inns and Suites
08.2017 - 01.2018
Front Office Manager
NF
08.2013 - 04.2015
Administrative Assistant
Navy Gateway Inns and Suites, Naval
07.2013 - 04.2015
Front Desk Clerk
Navy Gateway Inns and Suites
06.2011 - 07.2013
Front Desk Clerk
Navy Gateway Inns and Suites
04.2010 - 05.2011
Housekeeping
Navy Lodge
01.2008 - 01.2010
Certified Front Desk Clerk -
American Hotel & Lodging Educational Institute
Certified Guest Room Attendant -
American Hotel & Lodging Educational Institute
Certified Maintenance (American Hotel Educational Institution -
American Hotel & Lodging Educational Institute
CHS (Certified Hospitality Supervisor) -
American Hotel & Lodging Educational Institute
High School Diploma - undefined
Mt. Ararat High School
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