PENNY MARTIN
Shawnee,OK
Summary
Experienced with providing exceptional guest services and ensuring welcoming environment. Utilizes strong communication and problem-solving skills to address guest needs effectively. Track record of fostering positive guest experiences and maintaining high service standards.
Knowledgeable and dedicated customer service professional with extensive experience in Hospitaly industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Concierge
SSM Health ER East
03.2022 - 03.2026
- Patient & Family Liaison: Acts as the primary point of contact in the waiting area, providing updates to families, offering comfort, and managing expectations regarding wait times.
- Administrative Support: Answers incoming calls, directs inquiries.
- Waiting Area Management: Monitors the waiting area to ensure cleanliness and safety, and promptly communicates patient needs or deterioration in condition to nursing staff.
- Communication: Demonstrates high-level communication skills to de-escalate stressful situations and provide compassionate care.
General Manager
Best Western Plus Wewoka Inn & Suite
06.2018 - 03.2022
- Oversee day to day operations of the hotel
- Maintain employee schedule weekly
- Process and manage payroll at least 20 biweekly employees
- Administer $10,000 monthly in accounts receivable
- Oversee the procurement of over $1,000 a week in food expenditures and over $1,700 a month in miscellaneous supplies and equipment for day-to-day hotel operations.
- Responsible for tracking over $1,000 weekly in deposits.
Deli Associate
Walmart Supercenter Shawnee OK
Shawnee, OK
05.2017 - 05.2018
- Involved in the daily production of deli sandwiches and salads
- Maintained the deli counter
- Oversaw the service of customers with hot foods
- Sliced deli meats and cheeses
General Manager
Holiday Inn Express Shawnee
Shawnee, OK
08.2007 - 03.2017
- Oversee day to day operations of the hotel
- Created, and implemented all employees’ schedules and agendas
- Process payroll for all employees
- Oversee accounts payable and accounts receivable
- Responsible for the ordering of supplies for the operations of the day-to-day operations of the hotel.
- Processed daily cash deposits.
Education
High School Diploma -
Campbell County High School
05-1996
Skills
- Ability to deal professionally, courteously and tactfully with the public and coworkers
- Ability to read, write and communicate effectively with others
- Ability to multi-task, follow through and re-prioritize well to meet deadlines
- Ability to work independently and to partner with others to promote an environment of teamwork
- Data entry proficiency
- Patient confidentiality
- Office administration
- Customer assistance
- Customer service
- Decision-making
- Time management
- HIPAA compliance
- Inbound call management
Timeline
Concierge
SSM Health ER East
03.2022 - 03.2026
General Manager
Best Western Plus Wewoka Inn & Suite
06.2018 - 03.2022
Deli Associate
Walmart Supercenter Shawnee OK
05.2017 - 05.2018
General Manager
Holiday Inn Express Shawnee
08.2007 - 03.2017
High School Diploma -
Campbell County High School