Shelley Hupp
Moab,UT
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
16
16
years of professional experience
Work History
Assistant General Manager
Red Cliffs Lodge
Moab , UT
2023.01 - Current
- Ensure that customer service standards were met or exceeded at all times.
- Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
- Identify opportunities for cost savings and operational efficiency improvements.
- Motivate and lead team members to work together to achieve targets.
- Provided training, guidance, and support to associates on proper procedures and policies.
- Perform administrative tasks such as filing paperwork, preparing documents.
- Payroll preparation and administration for associates.
- Daily balancing of ProfitSword
- Assist in group/event sales and help execute for a seamless experience for both guests and associates.
- Proficient in RoomMaster PMS & POS, Insperity, Concur, Sage, Resmark, Spasoft and Open Table.
Lodge Manager
Red Cliffs Lodge
Moab , UT
2021.12 - 2022.12
- Established relationships with local businesses in order to promote tourism opportunities at the lodge.
- Negotiated contracts with customers for services such as conferences, weddings, group events, and catering.
- Delegated work to associates, setting priorities and goals.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Resolved conflicts between staff members in a timely manner while upholding company standards.
- Oversaw recruiting, interviews and new employee hiring.
- Maintained accurate records of hotel occupancy, revenue, expenses, payroll.
- Responded to and resolved guest issues or complaints.
- Reviewed employee performance on a regular basis and provided feedback when necessary.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Billed all groups/events for Rooms and catering.
Assistant Lodge Manager
Red Cliffs Lodge
Moab , UT
2016.10 - 2021.12
- Created weekly schedules for associates based on occupancy levels and staffing needs.
- Supervised day-to-day activities of subordinate associates while providing guidance when necessary.
- Responded to and resolved guest issues or complaints.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Assisted guests at check-in, providing information on various services within hotel.
- Oversaw recruiting, interviews and new employee hiring.
- Developed training materials for new employees on proper customer service techniques, as well as other operational processes.
- Created events in Caterease for all events and distributed to all departments.
Front Desk Manager
Red Cliffs Lodge
Moab , UT
2008.02 - 2016.09
- Assisted with training new staff members on front desk procedures and policies.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
- Managed guest check-in and check-out procedures, reservations and payments.
- Welcomed large volume of guests and improved overall customer service.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
Education
High School Diploma -
Grand County High School
Moab, UT1998-06
Some College (No Degree) - Accounting
DeVry University
Phoenix, AZSkills
- Team Leadership Strength
- Business Operations Background
- Employee Scheduling
- Operations Management
- Training and Development Skill
- Employee Relations
- Business Development
- Customer Relationship Management (CRM)
- Budgeting and Cost Control
Timeline
Assistant General Manager
Red Cliffs Lodge
2023.01 - Current
Lodge Manager
Red Cliffs Lodge
2021.12 - 2022.12
Assistant Lodge Manager
Red Cliffs Lodge
2016.10 - 2021.12
Front Desk Manager
Red Cliffs Lodge
2008.02 - 2016.09
High School Diploma -
Grand County High School
Some College (No Degree) - Accounting
DeVry University
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