Nicole Sosnowski
Jackson,NJ
Summary
Award-winning customer service professional with strong written and oral communication skills. Trained and experienced in resolving customer complaints and promoting conflict resolution. Senior-level management professional with 10+ years of experience and a proven ability to achieve and exceed all business development and revenue generation goals in high pressure environments as well as exceptional staff development and core leadership skills. Strong interpersonal skills, adept at conducting effective client presentations and sales negotiations, as well as cultivating relationships with clients and all levels of internal stakeholders. Proficient in multiple areas of technology, including the use of Microsoft Word, Excel, PowerPoint and QuickBooks, as well as exposure to and mastery of various proprietary software applications.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Residence Inn Oakhurst, NJ | Peachtree Hospitality
Oakhurst, USA
06.2024 - Current
- Integral, team member of the opening our 114-suite room Residence Inn. Coordinated the production of guest rooms and common areas for opening ahead of schedule.
- Spearhead a team of 20+ personnel, while overseeing all aspects of hotel operations, ensuring top-tier guest services and facility management.
- Lead the team development in training for all departments. Oversee the hiring, training, and mentorship of a staff of 25, raising service standards and reducing staff turnover. Providing continued guidance and support to all staff members on daily tasks, projects, and objectives. Implementing all training and safety protocols, both Marriott and Peachtree required. Monitor employee attendance records, timekeeping, and payroll information through UKG. Managing schedules and labor cost controls through Hotel Effectiveness.
- Manage day-to-day operations. Ensure guest service standards of all guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments. Maintaining a 87% consistent rating in guest satisfaction.
- Knowledge of all hotel operation, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, as well as hospitality law.
- Contribute to revenue maximization ensuring efficient upsell and perfect sell programs are in place. Continue drive of Marriott Bonvoy memberships, leading the regional area in Spark as well.
- Prepare daily reports including and not limited to Marriot Bonvoy Reimbursements, Forecasting, Daily Journal, Bank Deposits, Invoices and Vendor ordering.
Front Office Manager / Operations Manager
Hilton– Princeton, NJ
Princeton, USA
01.2021 - 06.2023
- Primarily responsible for the supervision of all team members along with assigning and managing their duties and shifts
- Observed team member performance to assure compliance with hotel policies and established operating procedures
- Worked closely and teamed with the Hilton’s Operations Manager to achieve the Brand and Guest audit target goals
- Assumed the role and duties of General Manager when one was not on site
- Analyzed labor through daily and weekly forecasting to maximize productivity and minimize wasted labor
- Trained, coached and mentored staff to ensure smooth adoption of new programs as well as old; worked directly with the General Manager to achieve great results and guest satisfaction
- Implemented innovative programs and incentives to increase employee loyalty and reduce turnover
- Lead all employees front and back of house to ensure great service in all areas
Front Office Manager
Hard Rock International
Atlantic City, USA
08.2018 - 01.2019
- Primary point of contact for guests and associates in a 1200+ room luxury hotel and casino
- Implementing Hard Rock standards along with property specific standards to ensure exceptional service
- Utilized and developed the Kronos employee system in improving employee quality control and operating efficiency
Project Manager
Johnson & Johnson
New Brunswick, USA
01.2017 - 04.2018
- Oversaw and facilitated various multi-million dollar projects across all phases of development
- Responsible for the direct supervision and monitoring of eight operating teams across the US and worldwide
- Identified efficiencies and best practices while working with an interdisciplinary team to drive and achieve project milestones while focusing on running a more productive and profitable practice
- Utilize in-depth knowledge of core company products and services in order to provide Subject Matter Expertise (SME) to clients and internal stakeholders
- Directly responsible for the prompt and accurate delivery and development of status reports, cost estimates and resource plans to ensure compliance in keeping schedules on course to achieve stated project objectives
Front Desk Manager / Food and Beverage Manager / Food and Beverage Director
Hyatt
New Brunswick/Manhattan, USA
10.2009 - 11.2016
- Primary point of contact for guests in a 200+ room luxury and business hotel catering to all clientele ranging from the occasional tourist to the business traveler with a heavy emphasis on the corporate client
- Utilized and mastered the Oracle Hospitality OPERA system to assist in enhancing guest experiences and improve operating efficiency
- Recognized for being especially adept at providing high level customer service by personalizing guest experiences
- Achieved and consistently maintained an above 90% customer satisfaction rating as a Front Desk Agent before being promoted to the position of Food and Beverage Manager
- Supervised daily outlet operations for one of dozens of highest volume and demanding restaurants in company
- Designed menus, purchased goods and continuously made improvements
- Responsible for managing staff during daily food and beverage operations as well as during banquets, weddings, and special events for up to 1500 guests
- Responsible for report and record tips and reviewing and approving time cards, employee scheduling and inventory
- Developed and managed food and beverage annual budgets including Capitol expenditures
- Managers of the Quarter Award for 5
- Gallup Employee rating
- Implemented departmental strategies and maximized the financial performance of departments
- Ensured high standards of food and beverage quality, service and marketing to maximize profits and ensure outstanding guest service
Education
Criminal Sciences Associates Degree -
Arizona State University
Tempe, AZ01.1995
Skills
- Relationship Management
- Creative and Critical Thinking
- Solution-oriented
- Anticipating Client Needs
- Stress Tolerance
- Client Strategy Development
- Focused
- Self Motivated
- Results Driven
Certification
- NJ TIPS Certified, Responsible Alcohol Program, 2024
- Serve Safe Certified, Food Safety Manager Training & Certification, 2024
Accomplishments
- 2012 Governors Award Recipient
- Excellence Award Recipient for Child Development Institution
- Achieved Consistent 5
- Gallup Employee Rating
- Qualified & Achieved Manager of the Year Award
Volunteer Experience
- Co-founder, Help Hurricane Irene victims, Monroe Township, Organized and lead town wide team recovery and aid of Monroe Township Hurricane Irene victims., Assisted residents with critical information and direction as to where and how to receive immediate aid., Formed a Board of Trustees to represent Township residents in both personal and legal matters., 2012 Governors Award recipient for Outstanding Service within a Community.
- Youth Group Counselor, Middlesex County Youth Group Coalition, Responsible for the supervising, leading, mentoring and counseling of young adults., Promoted to Administrator within 2 years., Award winner for fundraising that exceeded set goals and targets., Excellence Award recipient for Child Development Institution.
Timeline
Assistant General Manager
Residence Inn Oakhurst, NJ | Peachtree Hospitality
06.2024 - Current
Front Office Manager / Operations Manager
Hilton– Princeton, NJ
01.2021 - 06.2023
Front Office Manager
Hard Rock International
08.2018 - 01.2019
Project Manager
Johnson & Johnson
01.2017 - 04.2018
Front Desk Manager / Food and Beverage Manager / Food and Beverage Director
Hyatt
10.2009 - 11.2016
- NJ TIPS Certified, Responsible Alcohol Program, 2024
- Serve Safe Certified, Food Safety Manager Training & Certification, 2024
Criminal Sciences Associates Degree -
Arizona State University
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