Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
GeneralManager

Shannon Burney

West Columbia,South Carolina

Summary

Talented administrative professional who goes above and beyond basic administrative tasks, taking on and excelling at multiple projects at once. Strong work ethic with strength in customer service and results.

Overview

20
20
years of professional experience
1
1
Certification

Work History

General Manager

Extended Stay America
Columbia, SC
10.2017 - Current
  • Oversaw day-to-day operations of 120 room hotel with staff of 8-15 employees.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Successfully managed multiple properties in the area as needed with challenging staffing needs.
  • Assisted multiple properties with CLC management and loss reduction.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
  • Trained, coached and mentored staff to support smooth adoption of Hotelkeys from Nightvision.
  • Monitored social media and Medallia for guest satisfaction. Implemented programs to improve and maintain scores.
  • Initiated team activation of goals and reputation management.

Multi-Unit Manager

Microtel Inn & Suites
Columbia, SC
06.2016 - 10.2017
  • Met staffing needs through hiring, scheduling, employee evaluations, and corrective actions.
  • Assumed ownership over team productivity and led staff to meet or exceed both franchise and upper management goals
  • Responsible for all escalated guest issues.
  • Directed staff in operational procedures and guest satisfaction.
  • Coordinated multi-departmental efforts between two properties.
  • Responded and monitored online feedback.
  • Implemented reputation management program.

General Manager

Super 8 West Columbia Airport
Columbia, SC
02.2016 - 10.2017
  • Oversaw daily operations of 115 room hotel.
  • Implemented systems for quality, safety, and loss prevention.
  • Developed training programs for front desk staff on OPERA.
  • Coordinated efforts of multiple contractors during major renovation of property.
  • Set and monitored rates for maximum revenue.
  • Increased yearly revenue by 38% and occupancy by 35% for 2016.
  • Ensured compliance with brand standards and met QA requirements.
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Developed and maintained relationships with customers and suppliers through account development.

Front Desk Associate

Country Inns and Suites
Columbia, South Carolina
01.2015 - 02.2016
  • Accommodate hotel patrons with proper registration, record and payment procedures using OPERA.
  • Resolved guest complaints while on property and after departure while maintaining a high level of guest satisfaction as measured on Medallia.
  • Coordinated work between multiple departments.
  • Trained new employees in proper procedure and policy.
  • Performed audit and communicated results to upper management through written and oral reports.

Front Desk Associate

Sleep Inn-Ft Jackson
Columbia, South Carolina
01.2015 - 02.2016
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Maintained security and order of establishment.
  • Informed guest of amenities and local attractions while keeping a positive, friendly, professional persona.

Operations Manager

Royal Enterprises
, South Carolina
04.2002 - 02.2012
  • Train, coach and mentor staff to ensure productivity and compliance.
  • Reviewed customer feedback.
  • Designed marketing brochures and wrote website copy.
  • Coordinated special projects and managed schedules.
  • Leveraged advanced skills and training to support operational needs of multiple departments.
  • Met challenging quotas for productivity and accuracy of work.
  • Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
  • Filed and addressed employee complaints in accordance with company policies and government regulations.

Education

Associate of Science - Business Administration

Virginia College
12.2017

Skills

  • Multiple Property Management
  • Personnel Management & Training
  • Excellent Planner and Coordinator
  • Strategic Decision-Making
  • ESA Operational Standards
  • Team Building
  • Customer Loyalty
  • HK, CLC, ADP, Hotel Effectiveness

Certification

  • Wyndham Executive Leader Orientation Certified 11/2016

References

  • Tom Harrington, DM, Extended Stay America, 828-301-5911
  • Raj Sachania CHO, Sleep Inn Fort Jackson 803-210-5629
  • Heidi Bland, Former Director of Operations Super 8 West Columbia & Microtel Inn and Suites, 720-987-0207
  • Ancel Hamilton, CMR, WRT, Principal BioTek Environmental, Inc. 803-413-5729

Timeline

General Manager

Extended Stay America
10.2017 - Current

Multi-Unit Manager

Microtel Inn & Suites
06.2016 - 10.2017

General Manager

Super 8 West Columbia Airport
02.2016 - 10.2017

Front Desk Associate

Country Inns and Suites
01.2015 - 02.2016

Front Desk Associate

Sleep Inn-Ft Jackson
01.2015 - 02.2016

Operations Manager

Royal Enterprises
04.2002 - 02.2012

Associate of Science - Business Administration

Virginia College

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