Phoua Xiong
Storm Lake
Summary
Experienced hospitality and customer service professional with leadership experience in hotel operations, healthcare administration, retail management, and workforce development. Skilled in team leadership, customer relations, staff training, budgeting, scheduling, operations management, and problem-solving. Proven ability to manage daily operations, improve customer satisfaction, and lead teams in fast-paced environments.
Overview
2
2
years of professional experience
Work History
General Manager
Quality Inn
07.2024 - Current
- Oversee all daily hotel operations while ensuring company and brand standards are maintained.
- Manage front desk operations, night audits, reports, reservations, and guest services.
- Hire, train, supervise, coach, and evaluate hotel staff across all departments.
- Create employee schedules and ensure full staffing coverage for 24-hour hotel operations.
- Handle payroll processing, budgeting, accounts receivable/payable, and financial reporting.
- Monitor inventory, order operational supplies, and oversee housekeeping and maintenance operations.
- Develop sales and marketing strategies to increase occupancy and profitability.
- Manage OTA platforms, reservations, and social media accounts including Facebook.
- Resolve customer concerns and maintain high levels of guest satisfaction.
- Coordinate events, room blocks, and community engagement initiatives.
Front Desk Supervisor
Cherokee Regional Medical Center
- Recruited, onboarded, trained, and evaluated clinical and administrative staff.
- Created work schedules and approved employee timesheets.
- Assisted with budgeting and monitored operational expenses.
- Reviewed billing and coding processes to support clinic revenue operations.
- Maintained professional communication with patients, staff, and leadership.
Job Coach
Goodwill of the Great Plains
- Assisted individuals with job applications, resume creation, and interview preparation.
- Supported high school students in developing routines, workplace readiness, and life skills.
- Supervised and coached individuals facing challenges with daily structure and employment readiness.
- Helped participants build confidence and achieve employment goals.
Customer Service Manager
Walmart
- Resolved customer issues and ensured excellent customer service experiences.
- Managed cash handling, audits, and front-end operations.
- Assigned tasks and coordinated cashier coverage throughout shifts.
- Assisted with operational efficiency and team supervision in a high-volume retail environment.
Education
Associate of Arts (A.A.) -
Iowa Central Community College
Skills
- Hotel Operations Management
- Team Leadership & Staff Development
- Customer Service
- Scheduling & Payroll
- Budgeting & Financial Reporting
- Sales & Marketing
- Conflict Resolution
- Inventory Management
- Social Media Management
- Recruiting & Training
- Cash Handling & Auditing
- Microsoft Office
- Communication & Organization
Timeline
General Manager
Quality Inn
07.2024 - Current
Front Desk Supervisor
Cherokee Regional Medical Center
Job Coach
Goodwill of the Great Plains
Customer Service Manager
Walmart
Associate of Arts (A.A.) -
Iowa Central Community College