Ronald Anderson
Henrico,United States
Summary
Personable and dedicated Service Representative with extensive experience in hospitality and Behavioral Health. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Outgoing individual with high level of integrity and strong work ethic.
Overview
17
17
years of professional experience
Work History
Director of Operations
Innovative Mental Health Solutions
10.2019 - Current
- Schedule clients, take calls and set up appointments, submit referrals and oversee Clinicians workload and other administrators.
- Train new clinicians how to navigate using office tools, Therapy Notes, SLACK, G-Suites, Ringcentral.
- Mentored and trained students for productive and engaging work environment.
- Administer ADHD Testing, SASSI testing and scales. Generate reports to go along with the ADHD assessment.
- Work with Labs for specimen collection, processing and shipping.
- Create and promote marketing tools for the business using videos, flyers and social media sites.
- Identified opportunities for cost reduction and process improvement, implementing ADHD Testing that resulted in significant profit and introduced another service for the business.
General Manager
Comfort Suites/ Country Inn & Suites
06.2019 - Current
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Established clear performance goals and metrics for revenue, P&L, customer service and customer retention and Reward sign-ups
- Payroll, accounts receivables, scheduling, ordering supplies, weekly sales calls, shift coverage, billing and invoicing, hiring, monthly sales blitz, deposits
- Handling complaints, and oversee the service recovery procedures.
- Conducted stand up meetings in the morning to inform staff of goals for the day, projects or special guest that will be in-house
Assistant General Manager
Fairfield Inn & Suites
09.2016 - 05.2019
- Played a significant role in the opening of a Marriott property, organized vendor set up, hired opening staff for all departments, designed F&B menu for dining and applied for licenses Maintain a close watch on P&L reports to determine areas where profitability can be improved.
- Accounts Receivable, Direct Bill set up and billing, coding of invoices, payroll, ordering supplies, inventory, sales strategies, deposits, safe counting, Month End accounting.
- Worked with Guest Tek in designing our on screen TV Guide, trained and supported Chief Engineer and Executive Housekeeper while being Front Desk manager
- Proficient in M3 reporting, Infotronics, Fosse, MARSHA, Micros Symphony EMC, Saflock, Avigilon Security System, Tyco Alarm System
- Directed daily activities with Daily Promise meeting to ensure communication with staff.
Assistant General Manager
Hyatt Place Arboretum
02.2015 - 02.2016
- Oversee scheduling, hiring, and training operations.
- Supervise management of housekeeping, front office, reservations, sales / marketing and meetings
- Implemented and developed department's first incentive performance plan which motivated staff and resulted in an increase in customer service surveys resulting in the highest scores the company has received since 2007
- Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing sales opportunities
- Prepare invoices, reports, memos, financial statements and other documents, using word processing, spreadsheet databases.
AGM/Executive Housekeeper
Hyatt Place Innsbrook
04.2014 - 02.2015
- Monitor and ensure compliance with all guidelines for Housekeeping Operations plan, organize, and scheduled daily cleaning and sanitation of In-room inventory
- Supervised staff, including all aspects of employment and performance evaluations
- Develops long-term relationships with guests, helping to increase return revenue
- Essential in helping with Brand Standards and passing LRA audits after failing the 3 preceding audits Prepared schedules, memos, emails, and generated 3 reports weekly for management.
Assistant General Manager
Hyatt Place Airport
11.2012 - 04.2014
- Implemented innovative programs and procedures to increase employee loyalty and reduce turnover Initiated program that standardized employee training resulting in an enhanced customer experience
- Managed daily operating reports, petty cash, audit files, accounts receivable, maintained payroll and human resource issues during 6 months without a General Manager, led team to the two highest Hysat scores the property had achieved since opening.
Executive Housekeeper
Aloft Hotel
09.2010 - 11.2012
- Maintained quality control with regards to room cleanliness and room maintenance
- Promoted from Front desk agent to Supervisor within a 2 month time span
- Provided impeccable customer service to both internal and external customers
- Scheduled employees, implemented a new program to increase revenue for food and beverage Suggested and initiated plans to motivate associates to exceed both individual and company goals.
Warehouse/Claim Manager
FSA Network Inc
05.2007 - 08.2010
- Implemented innovative programs and procedures to increase employee loyalty and reduce turnover Initiated program that standardized employee training and led to an increase in customer satisfaction
- Partnered successfully with owners of the company, customer service representatives and drivers to produce a higher weekly scores Held the second highest inventory percentage for General Electric for 2 years consecutively in the Eastern region
- Dispatched drivers with directions, customer care and advised them on how to prevent potential issues that could have a negative effect on customer service, prior to delivery
Education
Associate of Applied Science - Electrical Engineering Technology
ITT Technical Institution
Richmond, VaHigh School Diploma -
John Marshall High
Richmond, VA06.1996
Skills
- Inventory management
- Staff motivation and training
- Microsoft Office
- Marketing and Advertising
- Superb interpersonal skills
- Accounts Receivable
- Payroll
- Invoice coding
- Recruitment
- Team Building
- Consultation and advisory
- Business Development
- Conflict Resolution
Accomplishments
- Received 94.6 in QA Audit with 100% Cleanliness at Country Inn at 2019
- Received the "Spirit to Serve" Award from Mr. Marriott's office in 2017 at Fairfield Inn
- Maintained the highest guest satisfaction score (GSS) for consecutive months in 2014, 2015 and 2016
- Nominated for the "Founders Award" at Aloft in 2012
- "Employee of the Quarter" at Morningside Assisted Living in 2004
Timeline
Director of Operations
Innovative Mental Health Solutions
10.2019 - Current
General Manager
Comfort Suites/ Country Inn & Suites
06.2019 - Current
Assistant General Manager
Fairfield Inn & Suites
09.2016 - 05.2019
Assistant General Manager
Hyatt Place Arboretum
02.2015 - 02.2016
AGM/Executive Housekeeper
Hyatt Place Innsbrook
04.2014 - 02.2015
Assistant General Manager
Hyatt Place Airport
11.2012 - 04.2014
Executive Housekeeper
Aloft Hotel
09.2010 - 11.2012
Warehouse/Claim Manager
FSA Network Inc
05.2007 - 08.2010
Associate of Applied Science - Electrical Engineering Technology
ITT Technical Institution
High School Diploma -
John Marshall High
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