Pamela M. Braach
Butte,MT
Summary
Energetic, Highly Qualified Hotel General Manager enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction. Exceptional client relationship and management skills. Trustworthy, ethical, and discreet; committed to superior customer service. Confident and poised in interactions with individuals at all levels. Detail oriented and able to multi-task effectively to provide high quality results.
Overview
22
22
years of professional experience
Work History
Hotel General Manager
COPPER KING HOTEL and CONVENTION CENTER
Butte, MT
08.2017 - 04.2022
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Oversaw day-to-day operations of 130-room hotel with staff of 55 employees.
- Increased customer service ratings through personable service. Achieved and maintained #1 status with Trip Advisor and Google.
Hotel Manager
Santa Fe Hotel and Casino
03.2011 - 08.2017
- Relationship Building and Development
- Extensive Guest retention and resolution training, Overseeing a large group of team members: work schedules, job training, job performance evaluations,
- Direct all hotel operations and decision making for benefit of company
Hotel Manager, Guest Service Manager and Hotel Assistant Manager
Red Rock Resort, Casino and Spa
Las Vegas, NV
02.2006 - 03.2011
- Promoted quickly within company
- Reservations, Management of 5 Diamond Hotel and Spa
- Implemented procedures and services to improve hotel services and amenities
- Responsible for all duties required to successfully manage and operate 800-room resort.
Customer Service Supervisor
Spirit Airlines
Las Vegas, NV
07.2004 - 02.2006
- Position requires Supervisor duties including: overseeing of ticket counter operations, passenger reservations, and customer service
- Responsible for all gate agent duties; boarding and unloading of passengers, seat assignments, and plane preparation
- In charge of routine office and airline reports, as well as customer relations.
Customer Service Agent
Delta Airlines
Las Vegas, NV
06.2002 - 07.2004
- Position required working knowledge of ticket counter operations
- Creating and maintaining passenger reservations
- Daily office reports, as well as adequate customer service
Customer Service Manager
Big Sky Airlines
Kalispell, MT
06.2000 - 05.2002
- Promoted rapidly to Management position
- Overseeing of Accounts Receivable / Accounts Payable
- Daily management duties, customer service, ramp service supervision, ticketing, and routine employee training
- Pioneered and established new stations throughout the company at various locations within the U.S
- Acted as FAA approved grounds security coordinator.
Education
Associate of Arts - Business Management
Dawson Community College
Glendive, MT05.1998
High School Diploma -
Butte High School
Butte, MT05.1980
Skills
- Computer Software Training
- Proficient use in QuickBooks, Database management, Microsoft Excel, Word XP, LMS and CMS
- Decision-Making
- Office and staff streamlining
- Guest experiences
- Policy and procedure adherence
- Strategic planning and analysis
- Vendor interaction
Accomplishments
- Leadership Development Training
- Guest Relations training and instruction
- June, 2002 – Feb
- 2006 Delta / Spirit Airline Las Vegas, NV
Timeline
Hotel General Manager
COPPER KING HOTEL and CONVENTION CENTER
08.2017 - 04.2022
Hotel Manager
Santa Fe Hotel and Casino
03.2011 - 08.2017
Hotel Manager, Guest Service Manager and Hotel Assistant Manager
Red Rock Resort, Casino and Spa
02.2006 - 03.2011
Customer Service Supervisor
Spirit Airlines
07.2004 - 02.2006
Customer Service Agent
Delta Airlines
06.2002 - 07.2004
Customer Service Manager
Big Sky Airlines
06.2000 - 05.2002
Associate of Arts - Business Management
Dawson Community College
High School Diploma -
Butte High School
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