Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Monica Smith-Winters

San Antonio,TX

Summary

Decisive professional equipped to handle range of daily operations needs and emergency situations at properties. Ready for any challenge facing business or customers. Adapts quickly to changing needs and expertly resolves conflicts.

Overview

7
7
years of professional experience
1
1
Certification

Work History

General Manager

HI Lindberg, LLC
San Andreas, TX
09.2023 - Current
  • Assisted in the recruitment process by interviewing potential candidates for open positions.
  • Resolved customer complaints quickly while maintaining high quality standards of service delivery.
  • Maintained relationships with vendors to obtain the best pricing on supplies and materials.
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
  • Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
  • Ensured compliance with local health department regulations regarding food safety standards.
  • Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
  • Created a positive work environment by developing team building activities that encouraged collaboration among departments.
  • Coordinated training activities for employees to ensure compliance with company policies and procedures.
  • Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
  • Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
  • Trained employees on duties, policies and procedures.
  • Tracked monthly sales to generate reports for business development planning.
  • Created schedules and monitored payroll to remain within budget.
  • Supervised employees through planning, assignments, and direction.
  • Administered employee discipline through verbal and written warnings.
  • Recruited, interviewed and hired qualified staff for open positions.
  • Conducted employee evaluations to provide adequate feedback and recognize quality performance.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Prepared staff work schedules and assigned team members to specific duties.

Front Office Manager

Kalyani Motors
San Antonio, TX
01.2021 - 09.2023
  • Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
  • Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
  • Coordinated with other departments to ensure smooth running of the entire hotel operation.
  • Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
  • Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
  • Performed administrative duties such as filing documents, answering phones.
  • Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
  • Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
  • Established strong relationships with corporate clients in order to foster repeat business opportunities.
  • Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
  • Analyzed customer feedback data to identify areas of improvement.
  • Coordinated with other departments to ensure smooth functioning of operations.

Front Desk Agent

Kalyanji, LLC
San Antonio, TX
04.2017 - 01.2021
  • Scheduled reservations for groups and special events.
  • Kept accurate records of guest transactions.
  • Assisted with check-in and check-out procedures for guests.
  • Resolved customer complaints promptly and courteously.
  • Collaborated with colleagues to ensure smooth operations of front desk area.
  • Addressed customer needs in a timely manner.
  • Managed cash drawer responsibly throughout shift.
  • Answered phones, responded to inquiries, and took messages.
  • Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
  • Verified accuracy of room rates and other charges during check-in process.
  • Maintained cleanliness of lobby area at all times.
  • Inputted guest information into computer system accurately and securely.

Education

Bachelor of Arts - Social Work

Tarleton State University
Stephenville, TX
08-1996

Skills

  • Quality Management
  • Operations Oversight
  • Schedule Management
  • Customer Retention
  • Workflow Planning
  • Expense Control
  • P&L Management
  • Staff Supervision

Certification

  • Marriott Bonvoy Connector
  • CI/TY & SFAWeb Reporting Rockstar
  • CI/TY & SFAWeb Subject Matter Expert (SME)
  • EMPOWER:Guest Experience Coach
  • Market Champion
  • EMPOWER: Guest Experience Administrator
  • Learning Administrator Certification
  • ConnectU Certification
  • Evolve/Leading Leaders Certification
  • Enrolled in SSF Ready, Set, Sell Marriott SCP

Timeline

General Manager

HI Lindberg, LLC
09.2023 - Current

Front Office Manager

Kalyani Motors
01.2021 - 09.2023

Front Desk Agent

Kalyanji, LLC
04.2017 - 01.2021

Bachelor of Arts - Social Work

Tarleton State University

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Monica Smith-Winters