Savana Cotton
Cadiz,KY
Summary
Driven by a passion for excellence, I honed my skills in operations management and staff development at Holiday Inn Paducah Riverfront, achieving significant improvements in customer satisfaction and employee performance. My expertise in CRM and teamwork has consistently driven positive outcomes, enhancing business operations and fostering robust customer relationships. Proactive Assistant General Manager with history of success managing operations, building teams and equipping employees with skills to independently handle business needs. Offers progressive experience combined with sound judgement and good problem-solving abilities. Strong record of surpassing organizational goals.
Overview
7
7
years of professional experience
Work History
Assistant General Manager
Holiday Inn Paducah Riverfront
08.2023 - Current
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Managed team schedule with eye for coverage needs and individual strengths.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Handled cash accurately and prepared deposits.
- Established strong relationships with local businesses and associations to secure good community relations
Sales Coordinator
Lake Barkley State Resort Park
07.2021 - 08.2023
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
- Reviewed sales performance data regularly to identify areas for improvement and implement corrective actions when needed.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Handled customer inquiries by staying up-to-date on market and industry trends and finding unique solutions to issues.
- Conducted market research to stay informed of industry trends, competitor activities, and emerging opportunities.
- Maintained long-term relationships with high net-worth clients.
- Negotiated contracts on behalf of the organization while adhering to set guidelines; leading successful deals that resulted in increased profits.
- Served as a liaison between internal departments such as production, logistics, finance, ensuring seamless end-to-end management of client accounts.
- Provided effective recommendations to increase customer satisfaction and marketing effectiveness to secure long-term accounts.
- Compiled client profiles and entered information into operating system.
- Organized trade shows, conferences, and networking events to increase brand exposure and generate leads.
- Assisted in the development of annual sales budgets and forecasts, ensuring alignment with company objectives.
- Cultivated long-lasting relationships with existing clients by providing ongoing support throughout the post-sales process.
- Researched local markets to identify and flesh out lists of new leads for sales team follow-up.
- Spearheaded team-building sales meetings to inform supervisors of changes and promote successful sales strategies.
Staffing Specialist
Innovative Staff Solutions
06.2020 - 06.2021
- Scheduled interviews with potential candidates, filled out required paperwork and prepared introduction manuals.
- Managed high-volume requisitions across multiple industries, consistently meeting deadlines while providing top-notch candidates for each role.
- Developed strong relationships with clients and hiring managers, leading to a higher volume of job orders and successful placements.
- Performed urinalysis testing to discourage illegal drugs use in company.
- Managed applicant tracking system (ATS) database by entering, updating and maintaining candidate contact details, resumes, and supporting documentation.
- Provided exceptional customer service to both clients and candidates, fostering long-term relationships built on trust and mutual satisfaction.
- Conducted regular follow-up with placed candidates to ensure satisfaction and retention, addressing any concerns or potential issues proactively.
- Advertised job opportunities on social media platforms and job boards.
- Conducted comprehensive interviews with candidates to assess their skills, qualifications, and fit for various positions within client companies.
- Continuously improved personal skill set and industry knowledge by attending relevant training sessions, workshops, seminars, and conferences.
- Reduced time-to-fill ratios by effectively prioritizing open positions based on client needs, resources available, and market conditions.
- Increased overall efficiency through effective management of the applicant tracking system, ensuring accurate documentation and timely follow-up with candidates.
- Fostered an inclusive work environment by advocating for diversity initiatives within the organization as well as promoting diverse talent pools during recruitment efforts.
Front Desk Agent
Lake Barkley State Resort Park
08.2017 - 06.2020
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival enthusiastically and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and happily greeted callers.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
Education
High School Diploma -
Trigg County High School
Cadiz, KYSkills
- Operations Management
- Staff Development
- Business operations knowledge
- Training and development background
- Customer Relationship Management (CRM)
- Customer Retention
- Teamwork and Collaboration
- Customer Service
- Employee Relations
Timeline
Assistant General Manager
Holiday Inn Paducah Riverfront
08.2023 - Current
Sales Coordinator
Lake Barkley State Resort Park
07.2021 - 08.2023
Staffing Specialist
Innovative Staff Solutions
06.2020 - 06.2021
Front Desk Agent
Lake Barkley State Resort Park
08.2017 - 06.2020
High School Diploma -
Trigg County High School
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