Shaneika West
Southaven,MS
Summary
Coordinated Hotel Operations Manager with more than 10 years of experience working for high-end hotel chains. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration. Highly effective in greeting guests and resolving issues. Looking for position in hospitality industry focused on providing exceptional service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Hotel Operations Manager position. Ready to help team achieve company goals.
Overview
16
16
years of professional experience
Work History
Hotel Operations Manager
Gold Strike Casino Resort Tunica Ms
01.2014 - Current
- Supervised team of 23 front desk agents and helped to resolve issues arising during shifts.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Developed and implemented promotional strategies to increase occupancy.
- Created and managed accurate occupancy forecasts and budgets.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Oversaw day-to-day operations of 1133-room hotel with staff of 23 employees.
Front Desk Receptionist / Dural Rate Superviosr
Hollywood Casino And Hotel Tunica
01.2008 - 02.2014
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Collected room deposits, fees, and payments.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new team members on company procedures, customer service and issue resolution.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Handled assignments independently with good judgement and critical thinking skills.
- Collected form of payments, processed transactions and updated relevant records.
Education
Associate of Arts - General
Northwest Community College
Southaven, MS05.2016
Certificate of Completion Medical Assistant - Medical Assisting
Delta Technical College
Horn Lake, MS05.2010
High School Diploma -
Rosa Fort High School
Tunica, MS05.2005
Skills
- Work Planning and Prioritization
- Operational Efficiency
- Payment Processing
- Teamwork and Leadership
- Computer Skills
- Flexible Schedule
- Office and Staff Streamlining
- Policy and Procedures
- Strategic Planning and Analysis
- Interviewing and Hiring
- Decision-Making
- Staff Training and Shift Scheduling
- Performance Evaluations
- Budget Implementation
- Training and Mentoring
- Customer Service
- Expense Reports
Timeline
Hotel Operations Manager
Gold Strike Casino Resort Tunica Ms
01.2014 - Current
Front Desk Receptionist / Dural Rate Superviosr
Hollywood Casino And Hotel Tunica
01.2008 - 02.2014
Associate of Arts - General
Northwest Community College
Certificate of Completion Medical Assistant - Medical Assisting
Delta Technical College
High School Diploma -
Rosa Fort High School
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