Shanna Mclean
Richeyville,PA
Summary
Helpful professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity.
Overview
11
11
years of professional experience
Work History
Kitchen Lead/Manager
GetGo
07.2022 - Current
- Exceed customer and team member needs and expectations by providing safe, efficient, accurate and pleasant food service, and guidance and coaching to team Members, and exemplary service to customers and vendors
- Cultivate a fast, friendly culture by sharing warmth and passion for service with a smile with all team members and customers
- Assist management in setting and reaching aggressive sales and profit goals by encouraging sampling and suggesting as much as possible, while also managing shrink
- Training and delegating tasks to employees as needed
- Monitor cleanliness and quality control in kitchen area.
Office Manager
Courtyard by Marriott
06.2022 - 06.2023
- Receives and resolve guest complaints and service recovery processes
- Responsible for daily reporting, daily deposits, managing all accounts payable
- Placing orders for each department with select vendors
- Scheduling team members according to demand
- Involved with planning systems and procedures to improve the operating quality and efficiency of the hotel
- Develop and implement plans that improve guest satisfaction and associate satisfaction.
Assistant General Manager (AGM)
Fairfield Inn & Suites
04.2020 - 05.2022
- Assisted during morning meetings or conduct the morning meetings in the absence of General Manager
- Assist sales with shift share to maximize revenue
- Conducted follow-up investigations involving incidents, accidents or complaints on any staff member or party involved
- Managed property operations on a day to day basis to assure optimum performance and continual improvement
- Assigned duties and observes performance to ensure adherence to hotel policies and established operating procedures.
Front Desk Supervisor
DISTRIKT HOTEL
09.2019 - 03.2021
- Responded to guest inquiries and in a timely, friendly and efficient manner
- Trained and mentored fellow employees to hotel standards
- Ensured a high level of product knowledge of the hotel, including, but not limited to, directions, hours of outlet operation, hotel services, hotel events and local and community events and attractions
- Assisted fellow team members and other departments wherever necessary to maintain positive working relationships
- Obtained accurate information for customer relations.
Assistant General Manager BOH
Drury Hotels
02.2018 - 08.2019
- Conducted monthly meetings to keep all staff up to date on all new policies, promotions, and procedures
- Scheduling staff for appropriate levels of service that drive guest satisfaction yet maintain profitability
- Conduct daily/weekly inspections of the entire facility to ensure cleanliness and maintenance issues are addressed timely and effectively
- Review daily audit reports for accuracy and investigation of any irregularities
- Creates a hotel environment that emphasizes motivation, empowerment, teamwork and a passion for providing exceptional service.
Dual Assistant General Manager/Executive Housekeeper
Vista Host Hotels
02.2015 - 04.2018
- Conducted monthly meetings to keep all staff up to date on all new policies, promotions, and procedures
- Scheduling staff for appropriate levels of service that drive guest satisfaction yet maintain profitability
- Executed daily/weekly inspections of the entire facility to ensure cleanliness and maintenance issues are addressed timely and effectively
- Reviewed daily audit reports for accuracy and investigation of any irregularities.
Guest Service Manager
Vista Host Hotels
08.2013 - 02.2015
- Conducted monthly meetings to keep all staff up to date on all new policies, promotions, and procedures
- Supervised reservations and check-ins to ensure the highest occupancy and rate
- Motivated, coached and trained Front office team members
- Setting goals and held team members accountable, and provide feedback, rewards, and recognition.
Education
Bachelor of Science in Hospitality and Tourism Administration -
School of Business
05.2012
Associate in Arts in North Carolina Hospitality Education Foundation -
Alamance Community College
09.2011
Skills
- Guest services management
- Guest Relations Management
- Staff Scheduling
- Staff Training
- Hospitality
- Outstanding communication skills
- Staff Supervision
- Reservations Management
- Food and Beverage Operations
- Rooms division management
Timeline
Kitchen Lead/Manager
GetGo
07.2022 - Current
Office Manager
Courtyard by Marriott
06.2022 - 06.2023
Assistant General Manager (AGM)
Fairfield Inn & Suites
04.2020 - 05.2022
Front Desk Supervisor
DISTRIKT HOTEL
09.2019 - 03.2021
Assistant General Manager BOH
Drury Hotels
02.2018 - 08.2019
Dual Assistant General Manager/Executive Housekeeper
Vista Host Hotels
02.2015 - 04.2018
Guest Service Manager
Vista Host Hotels
08.2013 - 02.2015
Bachelor of Science in Hospitality and Tourism Administration -
School of Business
Associate in Arts in North Carolina Hospitality Education Foundation -
Alamance Community College