Rachel Harknett
New York,NY
Summary
Experienced Hotel Manager in Midtown Manhattan, I am enthusiastic about delivering superior service and hospitality to every guest. Organized and dependable candidate with excellent communication skills, successful at managing multiple priorities with a positive attitude and a willingness to take on added responsibilities to achieve and exceed team goals. Outgoing personality with dedicated problem-solving skills, committed to providing exceptional guest service by directing staff, managing bookings and resolving common customer service issues with an in-depth knowledge of the hospitality industry and business administration.
Overview
10
10
years of professional experience
Work History
Hotel General Manager
Chelsea Rooms NYC
09.2021 - 10.2023
- Managed daily operations for smooth functioning of the hotel, ensuring high-quality standards in all departments.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Maximized revenue generation through strategic room pricing, inventory management, and upselling techniques at the front desk.
- Improved overall guest satisfaction by implementing well-coordinated staff training programs and exceptional customer service initiatives.
- Streamlined front office procedures to enhance efficiency and improve check-in/check-out experiences for guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Fostered a positive work environment by promoting teamwork, open communication, and continuous employee development opportunities.
- Oversaw renovations and refurbishments, ensuring minimal disruption to guests while enhancing overall property aesthetics and functionality.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Increased customer service ratings through personable service.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Provided exceptional service and assistance to guests upon check-in.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Fostered safe lodging environment with reliable and effective security services.
Hotel Front Desk Clerk
Chelsea Cabins
02.2021 - 09.2021
- Streamlined reservations process for improved accuracy and guest experience.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Collected room deposits, fees, and payments.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
- Managed a high volume of calls, directing guests to appropriate departments and services.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
English Teacher
Oxford Learning Centre
09.2019 - 12.2020
- Tutored and assisted students to help with English language comprehension and mastery.
- Delivered instruction in language arts encompassing reading, grammar, composition, and literature, working with teachers in other subjects to integrate skills across curriculum.
- Improved student literacy levels through targeted intervention and support programs.
- Worked one-on-one with students needing individualized attention and developed with special learning plans for struggling people.
- Developed teaching materials to supplement standard curriculum, enhancing learning concepts and promoting student engagement.
- Evaluated student progress to offer recommendations for further development.
- Successfully improved Spanish-speaking students' English grammar and vocabulary levels through written and interactive activities.
- Integrated multimedia resources into lessons to enhance engagement and comprehension of complex topics.
Assistant Restaurant Manager
Middle East Grille
09.2015 - 12.2018
- Maintained a clean and inviting atmosphere within the restaurant by implementing strict cleanliness standards for both staff members and the dining area itself.
- Streamlined operations by implementing efficient staff scheduling, reducing labor costs while maintaining service quality.
- Collaborated with General Manager to develop strategic plans for business growth in alignment with company objectives.
- Established rapport with regular customers through personalized service experiences, encouraging loyalty visits and positive word-of-mouth referrals from satisfied guests.
- Optimized table turnover rates by training staff on efficient service techniques and refining seating arrangements for peak hours.
- Coordinated private events, working closely with clients to ensure their vision was executed flawlessly while maximizing profitability for the restaurant.
- Facilitated effective communication between front-of-house and back-of-house teams, fostering a collaborative work environment that led to smoother operations.
- Increased sales with targeted marketing promotions and event planning for special occasions.
- Pitched in to help host, waitstaff, and bussers during exceptionally busy times such as dinner hour.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Worked closely with restaurant owner to develop and implement marketing initiatives.
Bartender Shift Manager
Valerio's Ristorante
05.2013 - 08.2015
- Established rapport with clientele through attentive listening skills and genuine engagement in conversations.
- Managed inventory and ordering supplies, resulting in minimized waste and optimized stock levels.
- Trained new bartenders on mixology techniques, customer service standards, and company policies to ensure consistent quality across the team.
- Maximized profitability by implementing cost-effective strategies for purchasing and waste reduction.
- Streamlined bar operations by creating efficient systems for drink preparation, order taking, and payment processing.
- Managed cash handling procedures, maintaining accuracy and accountability throughout daily operations.
- Maintained detailed knowledge of current industry trends in mixology techniques, spirits selections, and customer preferences to provide informed recommendations for guests seeking guidance on drink choices.
- Organized special events such as tasting nights or themed parties to drive foot traffic into the establishment.
- Increased customer satisfaction by providing exceptional service and crafting quality cocktails.
English Teacher
Living Stream Ministry
06.2013 - 08.2013
- Teaching English to children ages 5-7
- Planned lessons, activities, and songs to learn English
- Composed a production at the end of the semester for parents to attend and see the progress their children made through a performing arts show in the center of the city.
Teacher
CHC
05.2011 - 05.2013
- Prepared lessons for children ages 5-12, along with art and music activities- playing the ukulele, writing and singing songs about the learning material and subjects to engage my students in the learning process.
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Incorporated exciting and engaging activities to achieve student participation and hands-on learning.
- Advised and counseled students to help them develop skills and knowledge required to succeed.
- Mentored new teachers, sharing best practices and providing guidance to help them adapt to their new roles successfully.
- Served on school committees focused on curriculum development, teacher evaluations, or community outreach initiatives to contribute positively to the overall school climate.
Bartender/Restaurant Server
Il Bacio Italian Ristorante
05.2012 - 04.2013
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
Hostess
La Dolce Vita Restaurant
08.2008 - 05.2010
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
Education
Cultural and Ethnic Diversity Studies -
Cuyahoga College
Cleveland, OHCELTA - Teaching English As A Second Language
Oxford Cambridge University
Barcelona, Spain 02.2020 - 05.2020
Certificate in Interpersonal Communication - Communication & Conflict Resolution
BSSM
Brunswick, OH08.2018
Associate of Arts -
Cuyahoga Community College
Cleveland, OH08.2016
Mandarin Chinese -
Cuyahoga College
Cleveland, OH05.2008
Skills
- Brand Management
- Revenue Generation
- Strategic planning and analysis
- Operations Management
- Interpersonal communications
- Guest services management
- Training and mentoring
- Staff Training and Development
- Staff Supervision
- Quality Assurance
- Outstanding communication skills
- Guest complaint resolution
- Telephone Etiquette
- Guest Relations Management
- Special Event Coordination
- Hotel operations
- Customer Service
- Teamwork and Leadership
- Front Desk Operations
- Computer Skills
- Operational Efficiency
- Relationship Building
- Guest Registration
- Event Marketing
- Budget Implementation
- Operational Systems Monitoring
Accomplishments
- Dean's List and Honors recipient at Cuyahoga College
- Published writer
Volunteer Experience
- Volunteer at The Boy's and Girl's Club, Cleveland, 08/16 09/18, Volunteer for underprivileged and at-risk youth. Raised money for and distributed school supply-filled backpacks for underprivileged school-age children.
- Teacher at Joshua Kids, Cleveland, 06/14, 08/16, Prepared summer lessons, games and activities for underprivileged/at-risk youth (ages 5-16), in addition to providing meals for neighborhood children.
- Event coordinator/Volunteer at Elevation Art Gallery, Cleveland, 02/18, 04/20, Helped coordinate and host fundraisers, art and fashion shows in support of local artists and businesses. Organized food and holiday stocking drives supporting underprivileged families and children in need.
References
- Ron Knerem, rknerem99@gmail.com, +44263396906 (Elevate Art Gallery Operations Manager)
- Steve Flack, 1acksa@yahoo.com, +44030300476. (BSSM Teacher)
- Imane Berrada, Imane-errada@gmail.com, +445535596. (Employer/ Cleveland Clinic)
- Joel Reichlin, Doel@bethelcleveland.com, +44030300476. (Supervisor at Bethel Cleveland)
Hobbies and Interests
- Ukulele
- Singing
- Song writing
- Reading
- Creative writing
- Skiing
- Yoga
- Dance
- Martial arts
Timeline
Hotel General Manager
Chelsea Rooms NYC
09.2021 - 10.2023
Hotel Front Desk Clerk
Chelsea Cabins
02.2021 - 09.2021
CELTA - Teaching English As A Second Language
Oxford Cambridge University
02.2020 - 05.2020
English Teacher
Oxford Learning Centre
09.2019 - 12.2020
Assistant Restaurant Manager
Middle East Grille
09.2015 - 12.2018
English Teacher
Living Stream Ministry
06.2013 - 08.2013
Bartender Shift Manager
Valerio's Ristorante
05.2013 - 08.2015
Bartender/Restaurant Server
Il Bacio Italian Ristorante
05.2012 - 04.2013
Teacher
CHC
05.2011 - 05.2013
Hostess
La Dolce Vita Restaurant
08.2008 - 05.2010
Cultural and Ethnic Diversity Studies -
Cuyahoga College
Certificate in Interpersonal Communication - Communication & Conflict Resolution
BSSM
Associate of Arts -
Cuyahoga Community College
Mandarin Chinese -
Cuyahoga College
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