Phoebe England
Lebec,CA
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. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Polite and professional with exceptional coordination skills. Proficient in use of office 360, Word and power point with proven to promote effective communication across departments.
Hospitality leader highly familiar with audit processes and procedures. Focused on maintaining professionalism and company standards across front desk operations. Effective communicator with strong organizational skills.
Overview
8
8
years of professional experience
Work History
General Manager
Travel Centers Of America
11.2021 - Current
- 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.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- 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.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Formulated policies and procedures to streamline operations.
- 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.
- 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.
Retail Store Supervisor
Pilot Travel Centers
06.2018 - 11.2021
- Oversaw employees and store functions on daily basis.
- Answered product questions and assisted customers in selection and checkout.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Conducted inventory analysis to determine optimal stock levels.
- Reviewed store sale numbers, cost of inventory, operational expenses and inventory losses.
- Analyzed operational expenses and cost of inventory to identify losses and developed strategies for increased profits.
- Determined layout of store merchandise for visual appeal to consumers.
- Reviewed audits and reconciled nightly sales transactions by balancing cash registers and reporting discrepancies.
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Organized shift meetings to communicate and resolve issues for night operations.
- Liaised with store manager to set up visually appealing layout for store merchandise.
- Observed and monitored store's security cameras to reduce retail crimes.
Night Audit Supervisor
Holiday Inn Express Hotel Suites
02.2015 - 06.2018
- Provided quick, complete responses to guest requests and concerns to create pleasant stays.
- Generated daily reports to keep leadership informed about arrivals, departures and overall occupancy.
- Closed daily accounts and submitted statements to leadership for ongoing financial reporting.
- Conducted check-in procedures for 250 guests every shift using Office 360.
- Acted as manager on duty during overnight shift 5 Nights per week.
- Provided on-site training and regular performance evaluations to support staff member skill growth.
- Received and transferred incoming phone calls via switchboard.
- Monitored shift logs for notable hotel operations information and reported findings to leadership.
- Directed inventory management, account charges and bank counting.
- Reconciled staff time cards with payroll reports to achieve accurate compensation.
- Generated and printed daily financial reports to track hotel performance.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Education
No Degree - Certificate in Telecommunications
Los Angeles, Online Telecommunication Courses
Lebec, CA12.2011
GED -
HLC
Palmdale, CA06.1996
Skills
- Variance and Risk Analysis
- Risk Mitigation
- Menu Planning
- Human Resources Leadership
- Process Improvement
- Product Analysis
- Team Training
- Staff Training
- Profit and Loss
- Leadership
- Inventory Control
- Vendor Partnerships
- Networking Abilities
- Sales Team Development
- Staff Development
- Supervision and Training
- Management Training
- Change Implementation
- Troubleshooting Expertise
- Negotiation
- Drawer Closing Protocols
- Credit Card Transaction Processing
- Checking Guests In and Out
- Daily Transactions Review
- Conflict Mediation
- Reservation Processing
- Team Leadership
- Customer Inquiries
- Customer Feedback
- Office Meetings
- Accounts Payable and Accounts Receivable
- Request Documentation
- Excellent Phone Demeanor
- Information Updates
- Search Databases
- Front Desk Management
- Computer Skills
- Customer Transactions
- Client Satisfaction
- Client Service
- Greeting Customers
- Professional Communication
- Troubleshooting and Resolution
- Profit Margins
- Web Applications
Timeline
General Manager
Travel Centers Of America
11.2021 - Current
Retail Store Supervisor
Pilot Travel Centers
06.2018 - 11.2021
Night Audit Supervisor
Holiday Inn Express Hotel Suites
02.2015 - 06.2018
No Degree - Certificate in Telecommunications
Los Angeles, Online Telecommunication Courses
GED -
HLC
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