Shantel Allen

• Increased GSS score from failing to passing for the 6-month wave. Maintained a passing score for three years.
• Assisted in the recruitment process by interviewing potential candidates for open positions.
• Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
• Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
• Created a positive work environment by developing team building activities that encouraged collaboration among departments.
• Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
• Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
• Resolved customer complaints quickly while maintaining high quality standards of service delivery.
• Maintained relationships with vendors to obtain the best pricing on supplies and materials.
• Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
• Conducted regular meetings with senior management team to review progress against established objectives.
• Performed routine audits of internal controls in order to maintain accuracy of financial records.
• Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
• Established and maintained effective communication with staff members to ensure efficient operations.
• Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
• Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
• Built and maintained loyal, long-term customer relationships through effective account management.
• Guided management and supervisory staff to promote smooth operations.
• Tracked monthly sales to generate reports for business development planning.
• Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
• Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
• Managed inventory levels and conducted corrective action planning to minimize long-term costs.
• Created schedules and monitored payroll to remain within budget.

• Hilton Garden Inn - Morgantown, WV March 2019 to September 2019. General Manager. Oversaw lobby renovation to completion. Prepared cost and inventory reports and maintained accurate records using company work order reporting system. Maintained daily communication with vendors to drive forward progress of renovation project
• Sheraton - Brookfield, WI, September 2019 to June 2020. Director of Operations. Enhanced operational performance by developing effective business development strategies, systems and procedures. Increased GSS scores from failing to passing for 6 month wave.
• Marriott - Farmington, CT, June 2020 to August 2020. Director of Operations. Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
• Hilton Garden Inn/ Homewood Suites, Colorado Springs, CO, August 2020 to October 2020. Dual General Manager. Promoted professional skill development in all operational positions to employees through effective training, management and motivation.
• Hampton Inn, Terre Haute, IN, October 2020 to June 2021. General Manager. Forecasted sales, allocated resources and managed labor to improve productivity metrics.
• Hilton Garden Inn, Shreveport, LA, June 2021 to December 2021. General Manager. Empowered staff members to contribute to continuous improvement, quality and growth of company. Assessed budgetary performance to reduce expenses and address losses and discrepancies. Increased revenue generation by collaborating with director of sales daily to assess hotel's overall performance and develop new sales strategies as needed. Improved service scores from 43% to 65% in 3 months span.
• TownePlace Suite, Irving, TX, January 2022 to March 2022. General Manager. Mentored new employees, demonstrating best methods for servicing clients and guests. Handled AR, AP and weekly revenue reporting.

• 100% travel spanning over 16 hotels in the Southeast region, select service and full service. While benching in various operations positions such as general manager, front office manager and director of rooms
• Reported directly to the regional vice president for assignments and reviews
• Supported general managers in the training and onboarding of new managers
• Talent acquisition sourcing to identify best talent for organization and follow through of recruitment process
• Increased and maintained service scores to ensure hotels stay brand compliant
• Supervised daily operations in front desk, Sales, maintenance and Food/Beverage
• Managed operational flow of hotel with a focus on bottom line
• Skilled in Marriott select service, Hilton, Starwood and IHG PMS systems

• Directly Responsible for financial performance and revenue generation of 120 room Residence Inn
• Managed, hired and trained high performing sales and support team while maximizing profitability by setting performance benchmarks for customer service, cost control, revenue and profits
• Increased guest satisfaction scores by 25% percent in surveys on Intent to Recommend, cleanliness, Elite member Appreciation, quality of maintenance, and breakfast service for 12 rolling months
• Worked with Market Sales to establish property sales strategy, goals, and action plans. Demonstrate the highest level of personalized service to guests
• Established clear performance goals and metrics for revenue, P&L, customer service and customer retention for each retail unit
• Formalized operational systems and procedures by developing and introducing employee handbook, detailed job descriptions and work-flow plans
• Encouraged, trained and disciplined employees to maximize performance
• Coordinated monthly budgets, managed profit and loss, and consistently met desired margin targets
• Strategized long-term business needs while generating guest relations feedback for process improvements
• Saved costs by managing shrink processes and inventory levels for corrective action planning

• Oversaw Full Service hotel with more than 100 employees in peak season.
• Oversaw daily deposits, employee scheduling, ordering food, liquor and supplies. Expense tracking, AR/AP, Labor Management, Menu development and implementation.
• Responsible for coordinating, supervising and directing all property F&B operations while maintaining a profitable department protecting the assets from theft and misuse. Implemented brand standards, created specials.
• Directly Responsible for maintaining F&B Accounting Operations, Sales & Catering Operations, labor, food cost, coaching and development , promoting from within. Worked with F&B Manager. Supervisor's and Leads to create dynamic specials and menu planning. All while following OSHA compliance and developing the team to follow proper safety protocols – OSHA Checks and training.
• Oversaw individual department managers to ensure adherence to company policy and procedure.
• Responsible for meeting and at times exceeding planned objectives for revenue and profit and ensuring product quality standards are met.
• Creating, and supporting clear lines of responsibility for management team, including coverage and oversight throughout the day.

• Served as Assistant General Manager for 120 guest room hotel and supervised daily operations of members spread among five departments.
• Responsible for overall success of the hotel, meeting and at times exceeding planned objectives for revenue and profit and ensuring product quality standards are met. Managed all areas of the hotel in accordance with Brand standards to achieve friendly atmosphere of superior guest service and product quality. Also provided exemplary performance for staff to follow.

Team: Maintained guest service as the driving philosophy of the hotel. Ensure all hotel staff knew the component and features of our guest service guarantee and meet service standards.

• Personally demonstrated commitment to guest service by responding to guest needs. Assist team members in meeting and exceeding Quality Assurance goals.
• Empowered hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance. Ensured hotel standards contribute to the delivery of consistent guest service

Financial: Successfully met budgeted profit and margin for hotel by reducing cost in controllable expense. Identified major revenue and expense opportunities.

• Managed the time discretionary expenditures to stabilize cash flow. Analyzed financial and operation information on ongoing basis to adjust business plans, labor requirements and operating cost.
• Ensure hotel staff was trained in financial control procedures for cash, inventories and receive followed up to ensure these procedures were followed regularly.

Human Resources: Managed human resources functions including recruiting, selection, orientation, training, performance planning, evaluation and pay reward programs to maintain a qualified work force.

• Ensure personnel files are accurate and comply with both local and federal laws and regulations.
• Maintained a positive cooperative work environment between staff and management. Administered personnel policies, pay procedures, bonus and benefits.
• Monitored and maintained acceptable turnover levels.

Operations: Implemented the best practice of local health and safety codes along with regulations that apply Recognized and corrected potential safety hazards and security problems.

• Maintained physical product standards by managing preventive maintenance programs and by scheduling deep cleaning activities.
• Ensured ongoing staff involvement in preventive maintenance programs that protected the interest of the hotel during capital projects.
• Weekly inspected rooms, building exterior, parking lot, etc.
• Maintain high scores during third party property internal audits.

• Served as Front office Supervisor for 124 guest room hotel and supervised 10 staff members. Collaborated with General manager to create strategic plans to enhance customer satisfaction. Provided employees with tools to maintain and increase service levels to both internal and external customers.
• Worked closely with other departments to promote sales contest, clarify information and distribute reports. Gather, analyze and report daily/weekly/monthly performance and service statistics and feedback.
• Instrumental in improving customer-satisfaction rating through suggestion, development and implementation of new reporting procedures. Increased employee knowledge by assisting with development and implementation fog product awareness program. Received employee performance and attendance through daily mentor, one-on-one discussions and motivational strategies.
• Processed Reservation request, answered questions, respond to concerns and alleviated delicate situations with professionalism and sensitivity.
• Assisted General Manager in creating and updating training materials. Prepared weekly schedules for front office staff. Ensured compliance of hotel brand standard. Achieved perfect score on all phone monitors through tenure.
• Received customer service award for outstanding track record of positive customer feedback. Secured numerous company achievement awards for delivery of exceptional customer service.

Sales Coordinator (2004-2005) As sales coordinator, handled all conference events, filed, updated and managed client portfolios. Communicated with clients, management, departments and vendors to coordinate overall marketing effort in accordance with corporate goals.

• Investigated and resolved client concerns in collaboration with the respective agency and other departments. Prepared written responses to Director of Sales. Provided measurement on volume and trends to determine agency education needs and improve client satisfaction and retention.
• Drove up conference room sales by launching fresh marketing techniques. Increased hotel overall bottom line by prospecting new businesses daily by placing "Cold Calls" that lead to new client accounts. Played integral role in forecasting a four quarter budget. Coordinated client appreciation activities.

Front Office Agent (2003-2005) Served as Front Office Agent for an extended stay hotel, a brand that caters to local corporations needing five night or longer accommodations for technicians, consultants, trainees and relocations.

• Interfaced with customers to identify needs. Completed monetary transactions and resolved issues as needed. Coached and mentor new employees in customer service processes and company policies.
• Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues.
• Reconciled daily receipt's, posted date to excel spread sheet and traced discrepancies to ensure accuracy in every detail.