Robin Norris
Trotwood,OH
Summary
Results-driven Assistant General Manager skilled in recruiting, customer service, and financial management. Leverages extensive experience in managerial and administrative functions to enhance operational efficiency. Recognized for fostering staff performance to elevate company morale and productivity.
Overview
1
1
Certification
6
6
years of post-secondary education
15
15
years of professional experience
Work History
Assistant General Manager (AGM)
Residence Inn by Marriott
Dayton, OH
01.2024 - Current
- I have been employed for Residence Inn by Marriott over 13 years and I have advanced from Housekeeping executive to AGM assistant general manager. I have 40 employees that I watch over daily. I assisted with breakfast and front desk maintenance. Provided assistance to all departments, I order the needs for the hotel. Managed scheduling for housekeeping the daily breakout boards for Housekeeping checklists for all departments. I also do operational work daily by inputting data of the hotel into the computer. I am in daily operations meetings with my general manager and my director of sales. I also make sure that our guests are satisfied with any complaints, I correct them immediately I assist guests to make sure that their stay is awesome each day. Followed up with daily check-in guests to ensure satisfaction and promptly fulfilled any additional requests. I'm first contact for front desk needs anytime of the day 24 hrs a day.
- Supported Residence Inn by Marriott front office, housekeeping, and breakfast operations
- Coordinated guest service standards across extended-stay rooms and public areas
- Supervised staff schedules, shift coverage, and daily property operations
Front Office Manager
Residence Inn by Marriott
Vandalia, OH
03.2014 - 04.2024
- I oversee our entire staff from the front desk to housekeeping. I also have to make sure that our computers are up and running for each employee to be able to log in.
- Supervised front desk operations at Residence Inn by Marriott.
- Managed guest check-in, check-out, and room assignments.
- Coordinated reservations through Marriott property management system.
Operations Supervisor
Residence Inn by Marriott
Vandalia, OH
01.2012 - 03.2014
- I am responsible for ensuring that all front desk duties are being performed by all eleven front desk agents. I also do all ordering for the hotel. It's my job to communicate with all staff and guests at all times. Resolved conflicts between guests and staff to maintain a positive environment.s before the end of my day. I am responsible to log in to the computers all day long to make reservations as well as take care of invoices for companies. I also have to balance the month inventory so that the guest can keep making reservations online and over the phone. I am able to handle a 105 suite hotel by myself when we were going through changes of not having any managers, throughout my nine and half years at Residence Inn Vandalia, Ohio.
- My guest love to have me interact with them because I can keep the situation calm and get laughter out of the guest when no one can.
- Supervised daily hotel operations for Residence Inn by Marriott guest service teams.
- Coordinated front desk, housekeeping, and maintenance workflows to support property standards.
- Trained staff on Marriott service procedures and guest request handling.
Education
Business Management (Some College) -
National University
South DakotaLaw (Third year of college) -
Grand Canyon University
Phoenix, AZ 08.1991 - 05.1994
Accounting (High school diploma or GED) -
Patterson CO-OP High School
Dayton, OH 06.1988 - 06.1991
Skills
- Hospitality customer support
- Customer service
- Extensive customer support
- Customer onboarding
- In-person customer service
- Conflict Management
- Communication skills
- Leadership
- Team management experience
- Management
- Customer service manager experience
- Phone support
- Technical support
- Troubleshooting support
- Call center experience
- SMS customer support
- Email customer support
- Live chat
- Outbound calling
- Phone communication
- Providing product information
- Guest relations
- VIP guest service
- Government agency customer support
- Individual consumer customer service
- International customer service experience
- Sales
- Inside sales
- Direct selling
- Marketing
- Financial oversight
- Budget management
- Banking
- Inventory Control
- Data entry
- Analysis skills
- Computer operation
- Computer skills
- Computer literacy
- Microsoft Office
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- ServiceNow
- Telecommunications
- Typing
- Time optimization
- Organizational skills
- Spanish
- Health standards
- Relationship management
- Handling customer exchanges
- Billing issue inquiries
- Returns processing
- Call management
- Issue escalation
- Negotiation
- Employee support
- Large enterprise client interaction
- Video conferencing support
- Customer support specialist experience
- Customer support improvement
- Health standards
- Serving
- Serving
- Typing
- Management
- Providing product information
- Time optimization
- Organizational skills
- Accounting
Personal Information
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Certification
Driver's License
Timeline
Assistant General Manager (AGM)
Residence Inn by Marriott
01.2024 - Current
Front Office Manager
Residence Inn by Marriott
03.2014 - 04.2024
Operations Supervisor
Residence Inn by Marriott
01.2012 - 03.2014
Law (Third year of college) -
Grand Canyon University
08.1991 - 05.1994
Accounting (High school diploma or GED) -
Patterson CO-OP High School
06.1988 - 06.1991
Business Management (Some College) -
National University