Monica Nicholson
Effingham,NH
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Using decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
Work History
Assistant General Manager
Danforth Bay Camping & RV Resort
06.2017 - Current
- Mentored and empowered staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Enhanced communication among team members through regular meetings, daily updates, promoting open dialogue about challenges and opportunities for improvement.
- Producing department schedules for employees with consideration of PTO or personal commitments.
- Ordering supplies to ensure staff are equipped with tools to get their job accomplished, while staying within approved budget.
- Assisted in recruitment, hiring, and onboarding process for new employees to build a skilled team.
- Tracked employee attendance, missed punches and timecard approvals.
- Developed relationships with vendors while booking entertainers for Danforth Bay and The Bluffs RV Resort, for guest enjoyment.
- Coordinated with General Manager in different operational issues and promotional activities.
- Conducted performance reviews, setting achievable targets for employees' professional development while ensuring accountability towards individual goals.
- Conducted employee disciplinary reports to ensure all company policies and procedures are being followed and staff are being held accountable.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Responding to guests' surveys and updating For Sale page on website.
- Handled problematic guests to assist lower-level employees and maintain excellent customer service.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly and enhance guest experience.
- Supporting seasonal campers who spearhead activities and events, in addition to producing a monthly calendar of events.
- Producing a weekly newsletter sharing important information and tidbits with seasonal campers.
- Booking and interviewing seasonal candidates to ensure a thorough understanding of Campground Rules and Site Requirements before admittance into the park.
- Conducting yearly site reviews to ensure all seasonal campers are adhering to site requirements and ensuring a desired park appearance.
- Developed a relationship with town tax collector and clerk. Communicating regularly regarding sales of seasonal camping units and seasonals owing taxes.
- Interacted well with guests to build connections and nurture relationships.
- Adapted quickly to changing priorities or emergencies in order to maintain seamless daily operations without compromising guest experience or satisfaction.
Life Skills Coach
Sevita - NeuroRestorative
01.2020 - Current
- CPR certified
- Crisis Prevention and Intervention certified
- Medication Administration certified
- Conducted group and individual activities to promote personal growth and social skills.
- Assessed participant needs and tailored coaching approaches accordingly, fostering personal growth and development.
- Established strong rapport with participants, creating an open and trusting environment.
- Empowered participants to take responsibility for their actions, leading to increased accountability and self-reliance.
- Mentored and supervised new life skills coaches, sharing best practices and providing constructive feedback to enhance their professional development.
- Intervened in crisis situations
- Modeled positive behavior skills as well as good problem-solving and relationship-building abilities to improve clients' social integration.
- Implemented creative problem solving techniques to promote the wellbeing of participants.
- Maintained detailed, confidential participant files.
- Offered training on personal hygiene and grooming skills to participant.
- Utilized active listening skills during sessions to build trust with clients while gathering valuable insights into their needs.
Housekeeping Supervisor
Danforth Bay Camping & RV Resort
06.2014 - 06.2017
- Improved overall guest satisfaction by consistently maintaining clean bathhouses, cabins and common areas.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding campground cleanliness.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
- Communicated with maintenance supervisor / GM facilities needing repairs.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to campground standards.
- Worked along staff, leading by example.
- Produced a work schedule for staff.
- Maintained inventory and worked with GM for ordering supplies needed.
- Enhanced team productivity by providing training on proper cleaning techniques and equipment use.
- Actively worked on building a team with team building activities and paying close attention to the individual needs of the team.
Reservation Clerk / Housekeeper
Danforth Bay Camping & RV Resort
05.2010 - 06.2014
- Providing accurate and timely reservation services.
- Managed a high volume of reservations, maintaining accuracy and organization under pressure.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Prepared customer arrival packets, accepted payments, and processed refund and cancellation requests.
- Assisted with daily cleaning of bathhouses, cabins and common areas.
- Implemented regular cleaning inspections
Guest Services
King Pine Ski Area
12.2011 - 03.2013
- Assisted guests with choosing the best day or season pass for their needs
- Assisted guests in booking ski/snowboard lessons
- Responsible for end of shift cash out
- Answering phone inquires
Horseback Riding Instructor
4-H Horse Club
05.2011 - 04.2013
- Enhanced rider safety by implementing strict adherence to safety protocols and guidelines during lessons.
- Improved student horsemanship skills through personalized instruction and hands-on demonstrations.
- Tailored lessons to individual learning styles.
- Contributed to 4-H management, ensuring a clean and organized environment for both horses and students.
- Evaluated rider progress through regular assessments, providing constructive feedback for continuous improvement.
Shift Leader
White Lake Pizza
03.2007 - 02.2015
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Trained new employees and delegated daily tasks and responsibilities.
- Prepared pizza, sandwiches, salads and pasta, according to order
- End of day clean up
- Securing the building
Education
No Degree - Business Management
Granite State Collage
Conway, NHHigh School Diploma -
Kingswood Regional High School
Wolfeboro, NH05.2010
Skills
- Employee Supervision and Empowerment
- Customer Relationships
- Problem Solving
- Decision Making
Timeline
Life Skills Coach
Sevita - NeuroRestorative
01.2020 - Current
Assistant General Manager
Danforth Bay Camping & RV Resort
06.2017 - Current
Housekeeping Supervisor
Danforth Bay Camping & RV Resort
06.2014 - 06.2017
Guest Services
King Pine Ski Area
12.2011 - 03.2013
Horseback Riding Instructor
4-H Horse Club
05.2011 - 04.2013
Reservation Clerk / Housekeeper
Danforth Bay Camping & RV Resort
05.2010 - 06.2014
Shift Leader
White Lake Pizza
03.2007 - 02.2015
No Degree - Business Management
Granite State Collage
High School Diploma -
Kingswood Regional High School
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