Michelle Stoddard
Summary
Forward-thinking Assistant General Manager with proven operations and team leadership abilities. Empowers employees and drives businesses towards meeting new and dynamic market demands. Offers over 5 years of related experience, decisive nature, and strategic planning expertise. Demonstrates a solid record of consistently surpassing targets and achieving exceptional results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Homewood Suites
11.2022 - 10.2024
- Acted in the capacity of General Manager in his or her absence
- Performed duties of the department supervisors in his or her absence
- Monitors statistical and financial records, prepares reports for the Regional Director
- Assists in the development of the annual marketing plan by developing strategies to increase occupancy and revenue
- Responsible for team member engagement, communications, training, and development
- Responsible for Guest Service scores, reviews the scores with the staff, site areas for improvement, and creates incentives
- Reviews the manager on duty log book for all shifts and ensures that any and all issues are addressed and documented
- Protects the hotel and assets by enforcing and maintain security, preventative maintenance, and safety program
- Motivates the staff and establishes a productive and positive work environment
- Establishes consistent operating procedures
- Organizes all deposits as directed by the General Manager
- Loads all direct bills into the system as directed by General Manager
- Keeps abreast of the competition, completes the occupancy log
- Delivered positive customer experiences by implementing effective quality assurance practices
- Planned delivery routing, team schedules
- Published customer satisfaction results from feedback forms and correspondence
- Addressed customer concerns with suitable solutions
- Collaborated with team leaders on quality audits
- Adheres to local, state, and federal laws in regards to FLSA, OSHA, EEOC and any other compliance board
- Handles guest complaints and special requests
- Demonstrates a commitment to service and guest engagement
- Managed scheduling, training and inventory control
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals
- Implemented policies and standard operating procedures and managed quality, customer service and logistics
Assistant General Manager
Homewood Suites
08.2020 - 11.2022
- Acted in the capacity of General Manager in his or her absence
- Performed duties of the department supervisors in his or her absence
- Monitors statistical and financial records, prepares reports for the Regional Director
- Assists in the development of the annual marketing plan by developing strategies to increase occupancy and revenue
- Responsible for team member engagement, communications, training, and development
- Responsible for Guest Service scores, reviews the scores with the staff, site areas for improvement, and creates incentives
- Reviews the manager on duty log book for all shifts and ensures that any and all issues are addressed and documented
- Protects the hotel and assets by enforcing and maintain security, preventative maintenance, and safety program
- Motivates the staff and establishes a productive and positive work environment
- Establishes consistent operating procedures
- Organizes all deposits as directed by the General Manager
- Loads all direct bills into the system as directed by General Manager
- Keeps abreast of the competition, completes the occupancy log
- Delivered positive customer experiences by implementing effective quality assurance practices
- Planned delivery routing, team schedules
- Published customer satisfaction results from feedback forms and correspondence
- Addressed customer concerns with suitable solutions
- Collaborated with team leaders on quality audits
- Adheres to local, state, and federal laws in regards to FLSA, OSHA, EEOC and any other compliance board
- Handles guest complaints and special requests
- Demonstrates a commitment to service and guest engagement
- Managed scheduling, training and inventory control
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals
- Implemented policies and standard operating procedures and managed quality, customer service and logistics
Sales Manager
Homewood Suites by Hilton
10.2019 - 08.2020
- Oversee the efficient operation of the Reservations Department in selling and inputting of guest room blocks to accommodate guest needs and maximize revenue
- Monitor and analyze Rooms Inventory utilizing Yield Management to maximize occupancy and increase average rate
- This includes monitoring of group blocks, determining cut off dates, and rate restrictions
- Process and handle group rooming lists, reservations, and associate reservations requests by inputting data into the reservations system
- Calculate and prepare rooms reports to determine sources of business using various computer systems
- Assist in the development and revisions of forecasts for the Rooms Department
Group Rooms Coordinator
Hilton Americas, Houston Hotel
03.2018 - 07.2019
- Oversee the efficient operation of the Reservations Department in selling and inputting of guest room blocks to accommodate guest needs and maximize revenue
- Monitor and analyze Rooms Inventory utilizing Yield Management to maximize occupancy and increase average rate
- This includes monitoring of group blocks, determining cut off dates, and rate restrictions
- Process and handle group rooming lists, reservations, and associate reservations requests by inputting data into the reservations system
- Calculate and prepare rooms reports
Group Rooms Coordinator
InterContinental Dallas
07.2016 - 03.2018
- Oversee the efficient operation of the Reservations Department in selling and inputting of guest room blocks to accommodate guest needs and maximize revenue
- Monitor and analyze Rooms Inventory utilizing Yield Management to maximize occupancy and increase average rate
- This includes monitoring of group blocks, determining cut off dates, and rate restrictions
- Process and handle group rooming lists, reservations, and associate reservations requests by inputting data into the reservations system
- Calculate and prepare rooms reports to determine sources of business using various computer systems
Night Auditor/ Desk Clerk/ Front Desk Manager
Wichita Star Hotel
06.2014 - 07.2016
- Keeps accurate accounts of cash, checks, and credit transactions
- Handles confidential information, including guest records, with a high degree of integrity
- Makes daily deposits (as applicable)
- Verifies room charges and rates; verifies register has appropriate starting cash
- Manages daily paperwork including occupancy report; guest list; cash drawer summary; account summary; history file; housekeeping report
- Submits reports to corporate office as appropriate
- Monitors room availability
- Blocks rooms and handles guest requests
- Performs and documents security walks on a regular basis
- Has a thorough knowledge of emergency procedures and implementation of procedures
- Assists in setting up breakfast area as directed; replenishes breakfast items as needed
- Performs duties of a Guest Service Agent
- All other duties as assigned
Night Auditor
Hampton Inn
08.2013 - 06.2014
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews
- Audited and balanced cash and credit transactions daily and reset register for next day's operations
- Completed nightly updates to hotel rates and individual room charges
- Ran end-of-day computer functions and closed out reports, submitting details to GM for review
- Maintained well-stocked and presentable complementary food and beverage station
Housekeeper
Hampton Inn
07.2013 - 06.2014
- Cleaning rooms, interacting with guests in a friendly manner, working efficiently, stocking supplies onto cart
- Daily tasks include vacuuming, changing sheets and towels, emptying wastebaskets, dusting, scrubbing floors, and a number of other cleaning activities
Education
Associate of Arts - General Studies
Central Texas College
06.2014
Skills
Hotel Management
- Sales Management
- Operations
- Inventory Management
- Team Leadership
- Revenue Forecasting
- Hiring and Onboarding
- Performance Evaluation and Monitoring
- Staff Scheduling
- Payroll Auditing
- Critical Thinking and Analysis
- Accounts Payable/ Accounts Receivable
- Check In and Check Out Procedures
- Room Balancing
Certification
- Opera, 2 years
- R&I Certified, 4 years
- OnQ PMS, 6 years
- Front Desk, 7 years
- Guest Services, 10+ years
- Night Audit
Timeline
Assistant General Manager
Homewood Suites
11.2022 - 10.2024
Assistant General Manager
Homewood Suites
08.2020 - 11.2022
Sales Manager
Homewood Suites by Hilton
10.2019 - 08.2020
Group Rooms Coordinator
Hilton Americas, Houston Hotel
03.2018 - 07.2019
Group Rooms Coordinator
InterContinental Dallas
07.2016 - 03.2018
Night Auditor/ Desk Clerk/ Front Desk Manager
Wichita Star Hotel
06.2014 - 07.2016
Night Auditor
Hampton Inn
08.2013 - 06.2014
Housekeeper
Hampton Inn
07.2013 - 06.2014
Associate of Arts - General Studies
Central Texas College
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