Sharon Ellis
Hotel Manager
Wilmington,NC
Summary
Business-driven General Manager with more than 20 years of experience planning and organizing work schedules, communicating goals and objectives and complying with guidelines and procedures. Analytical and determined individual committed to developing client rapport and following all customer service guidelines.
Overview
2
2
years of post-secondary education
15
15
years of professional experience
Work History
General Manager
Baymont Inn Wilmington
Wilmington , NC
12.2019 - 01.2021
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Reduced corporate risk by managing shrink processes and controlling inventory levels.
- Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
- Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
- Assessed financial statements and EOM reports to evaluate revenue performance.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Held weekly meetings with FOH an BOH to identify techniques to overcome sales obstacles.
- Coordinated 30 minutes leadership workshops to educate team members on best practices to optimize productivity.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Implemented operational strategies and effectively built customer and employee loyalty through incentives and employee customer training .
- Supported regulatory compliance by overseeing all audits to verify protocol adherence.
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
- Mentored and motivated team members to efficiently achieve challenging business goals.
- Maintained secure cash drawers, promptly resolving discrepancies for accuracy.
- Controlled spending on overhead and equipment by devising and executing cost-management procedures.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Prepared all human resource documentation, including new hire letters, employee contracts and corporate policies.
- Managed benefits enrollment by answering questions and aiding employees with login details.
- Oversaw HR functions, including hiring, staffing, training, payroll and labor law compliance.
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
- Addressed employee conflicts with appropriate urgency, following all corporate procedures.
- Coordinated ongoing technical training and personal development classes for staff members.
- Updated HR database with new employee information, changes in benefits and other details.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Updated training processes by reviewing existing documentation, leveraging feedback from associates, and working with legal and compliance teams.
- Devised hiring and recruitment policies for 30 employee company.
- Served as representative in various civic and community functions to further enhance company image and develop additional business.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Accurately prepared payroll and tracking data using INN- FLOW system.
- Monitored and handled all employee claims, including performance-based and harassment incidents.
- Utilized Inn-flow system to convert all payroll and benefit programs.
- Adhered to all federal and state guidelines and managed payroll and benefits for over 30 employees.
- Enhanced staff knowledge and awareness on drug abuse and prevention programs.
- Worked as effective team member while contributing to local and regional HR projects.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
- Directed job fairs to bring in local talent for long term and seasonal positions.
- Motivated employees through incentivize and talk with staff about career growth.
Front Desk Manager
Holiday Inn& Suites
Mount Holly, NJ
09.2014 - 12.2017
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Held quarterly office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Planned coverage needs and organized services to support incoming special events.
- Performed concierge services for guests as needed.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Resolved guest complaints by addressing issues with rooms promptly.
- Provided responses to guest reviews on TripAdvisor, Booking.com and other websites within 48 hours.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Prepared weekly employee work schedules for 8 team members ensuring all shifts received adequate coverage.
- Trained front office staff in fire, life and other emergency procedures.
- Provided hotel guests with information regarding property including casino, gift shop, restaurants and fitness center.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Maintained transaction security by verifying payment cards against identification.
- Managed all front desk tasks, including maintenance of client records and lab data.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Provided services efficiently and with high level of accuracy.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Oversaw all front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Kept accounts in balance and ran daily reports to verify totals.
Assistant General Manager
Best Western Hotel
Bordentown, NJ
09.2010 - 05.2012
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
- Engaged team members and improved performance by delivering daily updates and conducting 30 minutes meetings to obtain feedback and convey new policies.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Handled cash accurately and prepared deposits.
- Consulted with managers to organize special events and promotions such as trivia nights to bring in new customers.
- Performed pricing and estimates based on customer needs and requirements.
- Motivated, trained and disciplined employees to maximize performance.
- Maintained secure cash drawers, promptly resolving discrepancies for accuracy.
Night Audit Manager
Staybridge Suites
Tampa, Florida
04.2007 - 05.2010
- Analyzed complex client problems and generated targeted solutions that resolved outstanding issues while enhancing client business positions.
- Participated in billing and collections operations to facilitate client payment of overdue invoices.
- Trained and mentored department staff on policies and procedures to establish strong foundation for client development and service activities.
- Analyzed accounting systems for efficiency and effectiveness.
- Facilitated internal audits and prepared detailed reports on findings.
- Gathered and analyzed financial data to determine improvement efforts.
Hotel Front Desk Supervisor
La Quinta Inns & Suites
Tampa, Florida
12.2000 - 04.2007
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Oversaw day-to-day operations of brand new, 240-room hotel with staff of 47 employees.
- Supervised team of 8 front desk agents and helped to resolve issues arising during shifts.
- Developed and maintained courteous and effective working relationships.
Education
No Degree - Business Management
Monticello Community College
New York 08.1982 - 09.1984
Skills
Effective leader
Operations management
Exceptional interpersonal communication
Staff training/development
Efficient multi-tasker
Budgeting
Budget development
Verbal and written communication
Coaching and mentoring
Deadline-oriented
Client account management
Performance improvement
Timeline
General Manager
Baymont Inn Wilmington
12.2019 - 01.2021
Front Desk Manager
Holiday Inn& Suites
09.2014 - 12.2017
Assistant General Manager
Best Western Hotel
09.2010 - 05.2012
Night Audit Manager
Staybridge Suites
04.2007 - 05.2010
Hotel Front Desk Supervisor
La Quinta Inns & Suites
12.2000 - 04.2007
No Degree - Business Management
Monticello Community College
08.1982 - 09.1984