Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst
Pamela Harris

Pamela Harris

AGM
Abilene,TX

Summary

Encouraging manager of and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

11
11
years of professional experience

Work History

Assistant General Manager

Aimbridge Hospitality
Abilene, TX
08.2023 - Current
  • Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Managed budget implementations, employee evaluations, and contract details.
  • Analyzed customer feedback data to identify areas of improvement and develop solutions.
  • Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Managed budget implementations, employee reviews, training, schedules.
  • Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.

General Manager

Aimbridge Hospitality
Lafayette, LA
02.2023 - 08.2023
  • Developed and implemented strategies to increase sales and profitability.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Managed budget implementations, employee evaluations, and contract details.
  • Formulated policies and procedures to streamline operations.
  • Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.

Assistant General Manager

Aimbridge Hospitality
03.2020 - 02.2023
  • Handled cash accurately and prepared deposits.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Resolved problems promptly to elevate customer approval.
  • Managed team schedule with eye for coverage needs and individual strengths.
  • Mentored and motivated team members to achieve challenging business goals.
  • Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
  • Developed and implemented policies and procedures to improve customer service and satisfaction.
  • Analyzed customer feedback data to identify areas of improvement and develop solutions.
  • Enforced quality assurance protocols to deliver ideal customer experiences.
  • Collaborated with other departments to establish productive and timely completion of projects.
  • Negotiated contracts with vendors to acquire competitive prices and quality products.
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Reported issues to higher management with great detail.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Front Desk Clerk

DLI 4 LLC
08.2013 - 03.2020
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Collected room deposits, fees, and payments.
  • Used internal software to process reservations, check-ins and check-outs.
  • Maintained transaction security by verifying payment cards against identification.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Stored guest valuables in safe and individual boxes for security.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • 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 made via establishment website, email, or phone.

Education

High School Diploma -

Lafayette High School
Lafayette, LA
1988

Skills

  • Strategic Planning
  • Staff Development
  • Supervision and Training
  • Analytical Skills
  • Troubleshooting Expertise
  • Top Talent Recruiting, Hiring and Retention
  • Problem Resolution
  • Project Planning
  • Data Review
  • Purchasing
  • Food Preparation and Safety
  • Staff Management
  • Staff Training
  • Labor Cost Controls
  • Client Relations
  • Verbal and Written Communication
  • Safety Assurance
  • Communication Skills
  • Staff Motivation
  • Recruitment
  • Inventory Control
  • Strategic Planning

Timeline

Assistant General Manager

Aimbridge Hospitality
08.2023 - Current

General Manager

Aimbridge Hospitality
02.2023 - 08.2023

Assistant General Manager

Aimbridge Hospitality
03.2020 - 02.2023

Front Desk Clerk

DLI 4 LLC
08.2013 - 03.2020

High School Diploma -

Lafayette High School

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Pamela HarrisAGM