Nicole Hoffman
Glassboro,NJ
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs.
Overview
12
12
years of professional experience
Work History
General Manager
Courtyard By Marriott
Springfield, PA
09.2019 - Current
- Streamlined financial processes, and implemented structured training guides.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Oversaw day-to-day operations of 101-room hotel with staff of 40 employees.
- Ensured BSA standards are maintained daily.
- Maintain appearance of property through daily property walks.
- Hired and trained new employees, demonstrating best methods for serving guests.
- Handled guest complaints and offered appropriate resolutions to maintain high guest satisfaction rates.
Dual Operations Manager
Courtyard By Marriott & Fairfield By Marriott
Springfield & Broomall, PA
04.2018 - 09.2019
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Supervised team of 14 front desk agents and helped to resolve issues arising during shifts.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Front Office Manager
Courtyard By Marriott
Springfield, PA
04.2016 - 04.2018
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Prepared weekly employee work schedules for team members.
- Kept accounts in balance and ran daily reports to verify totals.
- Coordinated with breakfast, housekeeping, and maintenance to meet all guest needs.
- Provided responses to guest reviews on TripAdvisor, Booking.com and other websites within 48 hours.
- Held monthly front desk meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Attended staff meetings on weekly basis and brought issues to attention of upper management.
- Planned coverage needs and organized services to support incoming special events.
Server
Chickie's & Pete's
Drexel Hill, PA
07.2013 - 02.2018
- Greeted new customers, discussed specials and took drink orders.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Stayed up-to-date on menu changes to help customers make food choices.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Worked with POS system to place orders, and manage bills.
- Bussed and reset tables to keep dining room and work areas clean.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Checked identification for minimum age for sale of alcoholic beverages.
- Noted special patron requests and followed up with kitchen to confirm delivery.
Front Desk Supervisor
Courtyard By Marriott
Springfield, PA
09.2015 - 04.2016
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees and payments.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Resolved service-related problems and documented actions.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Prepared weekly employee work schedules for team members.
Front Desk Agent
Courtyard By Marriott
Springfield, PA
08.2014 - 09.2015
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted guests upon arrival, offered assistance and anticipated guest needs.
- Used internal software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Responded swiftly to room requests and other inquiries.
- Delivered above-and-beyond service to guests.
Education
Bachelor of Science - Human Development And Family Studies
Pennsylvania State University-Brandywine
Media, PA12.2014
Skills
- Financial Statement Review
- Team Leadership
- Decision Making
- Problem Anticipation and Resolution
- Policy Development and Enforcement
- Verbal and Written Communication
- Recruitment and Hiring
- Finance and Accounting Oversight
Additional Information
Computer Skills:
-FOSSE PMS
-MICROS POS
-M3
-Oracle
-Yardi Voyager
-FMS solutions
-Microsoft Word and Excel
Timeline
General Manager
Courtyard By Marriott
09.2019 - Current
Dual Operations Manager
Courtyard By Marriott & Fairfield By Marriott
04.2018 - 09.2019
Front Office Manager
Courtyard By Marriott
04.2016 - 04.2018
Front Desk Supervisor
Courtyard By Marriott
09.2015 - 04.2016
Front Desk Agent
Courtyard By Marriott
08.2014 - 09.2015
Server
Chickie's & Pete's
07.2013 - 02.2018
Bachelor of Science - Human Development And Family Studies
Pennsylvania State University-Brandywine
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