Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
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Michelle Wood

Michelle Wood

Biloxi,MS

Summary

Organized Hilton Certified General Manager with dynamic customer service, sales and budget talents. Seeks new position to help hospitality organization grow and become more successful. Coordinates inspections, oversees conflict resolution, and delivers on a timely and professional manner. Remains poised in stressful environments.

Overview

12
12
years of professional experience

Work History

General Manager

Hampton Inn Biloxi Beach
Biloxi, MS
02.2017 - Current
  • Prioritized managerial and sales duties to meet deadlines and maintain quality standards.
  • Resolved disciplinary issues and escalated major concerns to department head.
  • Inspected outside of property on daily basis and immediately notified maintenance department to remedy issues and maintain curbside appeal.
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
  • Trained AGM and DOS to perform and document quality inspections and audits.
  • Organized projects by delegating tasks to appropriate personnel and overseeing quality control duties.
  • Developed long-term partnerships with lucrative business customers by promptly addressing areas of concern.
  • Cross-trained on AGM and DOS responsibilities to handle additional duties during peak periods.
  • Documented inspection information and compiled data into reports for dissemination to management.
  • Assisted FOM with store opening and closing procedures.
  • Processed payments and returned receipts, cash, coin and payment cards to customers.
  • Supported AGM in operational improvements and resolution of problems to deliver top-notch customer service.
  • Composed letters and electronic correspondence for AGMs and management team.
  • Researched and compiled information for sales and budget reports.
  • Passed daily transactions goal by 80 % and end-of-month goals by 80%.
  • Successfully led key projects which resulted in hotel improvements goal.
  • Wrote scopes, requirements
  • Identified appropriate solutions to minimize issues and quickly solve problems.
  • Interacted pleasantly with customers and warmly greeted patrons upon entrance to store.
  • Returned phone messages and emails within 12 hours and responded to complaints before issues escalated.
  • Monitored and maintained quality standards by implementing process improvements.

Broker/Owner

Sea Side Realty, LLC.
Biloxi, Mississippi
10.2012 - Current
  • Exceeds sales goals.
  • Experienced buyers' agent.
  • Foreclosure specialist.
  • Negotiations expert.
  • Homeowners insurance knowledge.
  • Excellent communicator.
  • First time buyer specialist.
  • Proficient in Microsoft Office.
  • Standing member of Gulfcoast Association of Realtors.
  • Highly professional.
  • National Association of Realtors.
  • Lead follow up.
  • Commercial properties specialist.
  • Client Management.

Property Management

Arbor Properties, Inc.
Tallahassee, Florida
10.2012 - 10.2016
  • Contacted tenants to collect overdue rent or to discuss other important issues.
  • Implemented business strategies to maximize tenant satisfaction and reduce vacancies.
  • Coordinated all improvements in compliance with necessary agreements to ensure timely completion, tenant acceptance, occupancy and rent commencement.
  • Coordinated general maintenance and major repairs to keep facilities operational and attractive.
  • Fully abstracted all leases and entered all pertinent information into property management system.
  • Inspected grounds, facilities and equipment to determine repair and maintenance needs.
  • Maintained thorough, accurate and compliant records for internal and regulatory audits.

Education

Milford High School
Milford, Michigan

Some College (No Degree) - Business

Western Michigan University Homer Stryker M.D. School of Medicine
Kalamazoo, MI

Skills

  • Commercial property
  • Knowledge of leasing and market conditions
  • Multi-family property management
  • Microsoft Office
  • Sales and marketing
  • Fair housing mandates
  • Performance management
  • Safety and compliance
  • Decisive
  • Work site preparation
  • Inbound and outbound calling
  • GPS and map navigation
  • Route planning
  • Math and computer skills
  • Program leadership
  • Activity organization
  • Planning and coordination
  • Business development
  • Evaluations
  • Goal development
  • Accounts payable and receivable
  • Team development strategies
  • Performance evaluation
  • Performance optimization
  • Invoicing and shipping documentation
  • Safety protocols and procedures
  • Performance monitoring
  • Multi-line phone systems
  • Staff presentations
  • Database entry
  • Sales and budget reporting
  • POS systems
  • Scheduling
  • Local amenities knowledge
  • Proofreading and editing
  • Customer engagement and support
  • Inventory management
  • Business growth and retention
  • Trend assessment
  • Privacy and confidentiality
  • Statistical and operational analysis
  • Training coordination
  • Budget preparation
  • ID verification
  • Growth planning
  • Cleaning and organization
  • Evidence storage
  • Event and meeting planning
  • Bid estimation
  • Financial analysis
  • Opening and closing procedures
  • Cost reduction
  • Strategy development
  • Muli-line phone operations
  • Job site preparation
  • Equipment oversight

Accomplishments

  • Documentation
    Wrote and edited documents to keep staff informed on policies and procedures.
  • Process Improvement
    Created new departmental procedures manual. Assessed organizational training needs.
  • Protective Services
    Applied safety procedures and policies as outlined in Department Safety Manual.

Affiliations

  • Member, Small Business Association (2008 - present)

Timeline

General Manager

Hampton Inn Biloxi Beach
02.2017 - Current

Broker/Owner

Sea Side Realty, LLC.
10.2012 - Current

Property Management

Arbor Properties, Inc.
10.2012 - 10.2016

Milford High School

Some College (No Degree) - Business

Western Michigan University Homer Stryker M.D. School of Medicine

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Michelle Wood