Sheryl Washburn

Responsible for overseeing the successful admin and operations of the Hotel, Bar/Restaurant/Club to ensure guest satisfaction and enhance the facility’s reputation among locals and travelers. Duties include hiring and training employees, managing budgets and day to day operations of all departments and engaging with guests to resolve issues through their stay.

• Inspect grounds, public areas and guest rooms for appearance and cleanliness
• Ensure company standards for housekeeping, aesthetics and guest services are met
• Answer guest questions about hotel services and policies
• Keep track of hotel’s financials
• Interview, hire, train and terminate staff
• Monitor department and staff performance, ensuring hotel is running well and guests are happy
• Coordinate front-office and back-office activities and resolve any problems
• Set budgets and room rates, allocate funds and approve expenditures for various departments
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
• Trained new employees on proper protocols and customer service standards.
• Developed and maintained relationships with customers and suppliers through account development.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Assisted in recruiting, hiring and training of team members.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Analyzed market trends and competitor activities to create competitive advantages.
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Implemented operational strategies and effectively built customer and employee loyalty.

• Managed many different aspects of hotel's day-to-day operations
• For example, oversee housekeeping of hotel, maintenance of hotel, duties of front office, and stocking of vending and beverage machines
• In charge of hiring & firing employees
• In charge of training and supervising of the hotel's sales (& marketing) team
• Manage key accounts and oversees accounts management in all activities for one special region.
• Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
• Organized promotional events and interacted with community to increase sales volume.
• Collaborated with marketing teams to help sales campaigns reach target audiences.
• Managed accounts to retain existing relationships and grow share of business.
• Consistently serviced accounts to maintain active contacts and continuously promote profitable offerings.
• Monitored and coordinated workflows to optimize resources.
• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
• Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
• Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
• Connected with prospects through trade shows, cold calling and local-area networking.
• Worked closely with product teams to understand customer needs and requirements.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
• Delivered recommendations to long-term accounts to promote brand awareness to key audience.
• Prepared sales presentations for clients showing success and credibility of products.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Drove sales by developing multi-million dollar contract sales.

• Assist property manager in managing day-to-day operations of property including resident satisfaction, retention, and full resident lifecycle activities
• Understand operations guidelines established within property management agreement
• Maintain all accounts receivable including collecting rent, posting rent, making daily bank deposits, and maintaining balanced, accurate rent roll
• Accurately and timely complete daily, weekly, and monthly financial and leasing reports
• Audit records and files to identify dates requiring administrative action, such as lease expiration dates, & delinquent accounts
• Collect delinquent account balances from previous residents
• Process evictions, which includes processing all necessary paperwork, serving notices, and attending court hearings
• Lease apartments as needed
• Responsible for shopping competitive properties
• Inspect buildings and grounds to ensure safety and cleanliness, and alerts maintenance to items that need to be repaired
• Processes move-ins, move-outs, and lease renewals
• Audit all new and current lease agreements and resident files for accuracy
• Assist property manager with training staff on leasing, entering traffic into computer, marketing, maintenance, and general office operations
• Compose and prepare routine correspondence, rental notices, and other letters and memorandums
• Assist property manager with resident relations and problem resolution
• Assume responsibility for operations of property in absence of property manager
• Complies with all company policies, applicable health and safety rules and regulations, as well as applicable local, state, and federal laws.

• Assist in overseeing all aspects of daily operations; building's maintenance and occupancy
• Communicate regularly with tenants to ensure on-time payment rent and proper adherence to lease agreements
• Provide direct assistance to tenants to troubleshoot any property-related issues
• Schedule social and corporate and aid organizations in planning successful events
• Adhere to client's financial needs, search for rental space accommodations, as needed
• Develop, coordinate, plan, and complete functions for or on behalf of a business organization; oversee, plan, coordinate, and advise on day-to- day operations of events which could be social or educational.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
• Managed senior-level personnel working in marketing and sales capacities

• Maintaining office and resident files with integrity in confidential and secure manner
• Safeguarding and assuring all monies received on property are properly deposited and entered into system timely
• Promptly attending to resident comments and/or complaints
• Taking on leasing responsibilities including leasing apartments when needed
• Inspecting make ready apartments prior to move in
• Requiring that all team members be friendly, open and available to residents and co-workers while discouraging non-fraternization
• Managing and monitoring all rental collection
• These include but are not limited to following:
• Collecting rent in timely basis and deposit all receipts prior to bank close each day.
• Assessing move out condition of apartments and have final account statement sent with final disposition
• Immediately informing and referring any liability claims, legal complaints or other violations to

• Showing and leasing apartment homes to prospective residents
• Explaining details of the different apartment unit options and variations
• Providing exemplary customer service to both current and prospective residents
• Greet visitors in a warm, courteous, professional and welcoming manner
• Maintain thorough knowledge of the property
• Close "the sale" of new apartment homes to prospective residents
• Prepare lease paperwork, obtain move-in keys, and additional duties prior to new resident arrival
• Entry of information into internal resident database
• Utilize sales and marketing strategies to help increase property traffic
• Perform various administrative duties
• Respond to resident requests and help to minimize and resolve resident concerns
• Know the property's product
• Plan, facilitate and participate in resident functions and resident activities
• Visit locators and local businesses to promote your product.
• Communicated effectively with owners, residents, and on-site associates.
• Distributed and followed up on tenant renewal notices.
• Verified tenant incomes and other information before accepting lease applications.
• Collected rent and tracked resident payments and information in computer system.
• Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
• Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
• Greeted clients, showed apartments, and prepared leases.

• With achievement of annual budget through targeted and focused sales effort
• Achieve incremental revenue goals and plan targets for room revenue, ADR,
• RevPAR, sales department expenses and Net Promoter/Guest Satisfaction scores
• Saturate local backyard market including all Local, Global and Regional accounts
• Review weekly sales results and establish or adjust sales plans and goals for future weeks
• Coordinate local activities in support of brand promotions and marketing campaigns
• Promote hotel through personal involvement in community organizations and events.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Negotiated contracts with vendors to acquire competitive prices and quality products.
• Raised property accuracy and accountability by creating new automated tracking method.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Analyzed customer feedback data to identify areas of improvement and develop solutions.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Interacted well with customers to build connections and nurture relationships.
• Collaborated with other departments to establish productive and timely completion of projects.
• Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
• Trained new employees on proper protocols and customer service standards.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Managed budget implementations, employee evaluations, and contract details.
• Resolved problems promptly to elevate customer approval.
• Managed purchasing, sales, marketing and customer account operations efficiently.

• Built trust by understanding unique needs of Progressive customers, and resolving those needs effectively and efficiently Help customers with insurance needs like adding/deleting vehicles and drivers from policies, or processing renewals, cancellations, reinstatements, and payments.
• Suggested additional services to customers in order to meet upsell goals.
• Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
• Documented payment details and personal information on customer accounts.
• Followed up with customers to offer additional support and check resolution satisfaction.
• Suggested add-on services that would be helpful to customers and improve bottom line.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
• Handled customer issues with confidence, using complex problem solving to provide effective resolution.
• Documented problems and corrective actions to maintain records.
• Discussed options with clients and determined appropriate plans.
• Pleasantly greeted customers and asked open-ended questions to better determine needs.

• Lead and managed hotel operations to maximize profits and achieve highest level of guest satisfaction
• Interview, select, train, schedule, coach and support associates, ensuring perform in accordance with established brand or hotel standards and consistent with HHM core values
• Tour and visually inspect property on daily basis
• Monitor cost control, property condition, cleanliness, quality of product, and service throughout hotel
• Supervise development of and revision to business plan, annual budget, financial reports and annual and monthly forecasts that clearly explain operational effectiveness, trends and variances
• In conjunction with sales leader, develop and implement sales and marketing plans
• Critically review reports of occupancy and revenue, partner with revenue management professionals to analyze trends and implement changes to maximize room revenue
• Maintain positive rapport with associates and customers and communicate regularly with public, staff, corporate office, and owners. Handle associate issues appropriately and in conjunction with human resources following HHM policies
• Participate in community affairs and maintain positive public image for HHM and hotel
• Ensure safety practices and procedures are followed and proper emergency and security procedures are maintained
• Travel to attend corporate meetings, sales trips and serve on committees
• Monitor quality assurance scores and/or guest feedback and communicate to and train associates accordingly
• Create specific, measurable, achievable, realistic, and timely action plans to drive culture of guest service and above average GSS score and remedy guest service deficiencies
• Oversee sales department operations, and regularly participate in sales calls/client visits
• Participate in Chamber of
• Commerce and local associations to network with members of neighborhood/ community. Giving full attention to what other people are saying, taking time to understand points being made, asking questions as appropriate, and not interrupting at inappropriate times. Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying best people for job
• Critical
• Thinking - Using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Speaking - Talking to others to convey information effectively
• Time
• Management -
• Managing one's own time of others
• Service Orientation - Actively looking for ways to help people
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action
• Judgment and Decision Making - Considering relative costs and benefits of potential actions to choose most appropriate one
• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
• Instructing - Teaching others how to do something
• Negotiation - Bringing others together and trying to reconcile differences
• Persuasion - Persuading others to change their minds or behavior
• Writing -
• Communicating effectively in writing as appropriate for needs of audience
• Systems Evaluation -
• Identifying measures or indicators of system performance and actions needed to improve or correct performance, relative to goals of system
• Active Learning - Understanding implications of new information for both current and future problem- solving and decision-making
• Management of Material Resources -Obtaining and seeing to appropriate use of equipment, facilities, and materials needed to do certain work
• Management of Financial Resources - Determining how money will be spent to get work done, and accounting for these expenditures
• Systems Analysis - Determining how system should work and how changes in conditions, operations, and environment will affect outcomes
• Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for situation when learning or teaching new things. Mathematics - Using mathematics to solve problems
• Quality Control
• Analysis - Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
• Trained new employees on proper protocols and customer service standards.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Developed and maintained relationships with customers and suppliers through account development.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Managed budget implementations, employee evaluations, and contract details.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
• Analyzed market trends and competitor activities to create competitive advantages.
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Developed and implemented strategies to increase sales and profitability.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Trained and guided team members to maintain high productivity and performance metrics.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Reduced operational risks while organizing data to forecast performance trends.
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

• Trained, scheduled, coached and supported associates, ensuring they performed in accordance with established brand/ hotel standards and consistent with HHM core values
• Worked toward increasing departmental and overall guest satisfaction
• Monitored all front office financial operations and ensured front office compliance with accounting controls and procedures
• Implemented and monitored daily, weekly, monthly, and annual department-wide budgets and forecasts
• Supervised all guest service agents
• Reviewed correspondence from guests and incident logs and directed staff according to information obtained
• Oversaw all Direct Billing responsibilities
• Created specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies
• Followed sustainability guidelines and practices related to HHM's Earth View program
• Practiced safe work habits, and followed
• MSDS and OSHA standards
• Accomplishments
• Contributed to hotel being exempted from A/R calls due to staying on top of the A/R ledger and DB accounts
• Landed a lead for an
• LNR (local negotiated rate)
• Converted a contractor that is building the Quik Car's around the city of Kyle in bringing in a potential of over $16,000 a month in revenue
• Attributed to being main reason our Guest Survey Responses were "OUTSTANDING"
• Attributed with being a part of the success in 91% Flow-through to budget and 77% to PY Chosen to be in a televised commercial for Comfort Suites, which airs across North America on all major networks
• Scheduling, Marketing Rewards Enrollments, Sales, Proficient in Choice Advantage hotel software, Administration Skills, Financial Skills, Organization Skills, Time Management Skills,
• Writing Skills, Computer Skills, Budget Management Skills, Conflict Resolution, Data Entry, and
• Firing Employees, to name a few
• Student learning in the absence of the regular classroom teacher
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
• Evaluated employee performance and conveyed constructive feedback to improve skills
• Created, prepared, and delivered reports to various departments
• Reconciled end-of-day reports to determine accurate billing and payment processing
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
• Successfully managed budgets and allocated resources to maximize productivity and profitability
• Delivered performance reviews, recommending additional training or advancements
• Prepared reports to assist business leaders with key decision making and strategic operational planning
• Oversaw work processes and performed quality control tasks to increase revenue and reduce production times

• Provided instruction/ lesson plans, managed classroom environment, and promoted student learning in absence of regular classroom teacher
• Implemented teacher lesson plans, assign student class work and homework, and maintained classroom control and discipline
• Completed daily report/ evaluation
• Communicated any pertinent information resulting from day's events
• Called upon to assist in school office as needed
• Due to job performance, I was highly recommended and sought after by various teachers for future substitute teaching assignments: Heavy phone traffic, filing, faxing, and copying.
• Supervised lunchroom and recess activities.
• Developed and implemented behavior management plans for students with challenging behavior.
• Monitored student performance and provided feedback to inform instruction.
• Conferred with parents or guardians, other teachers, counselors and administrators to resolve students' behavioral and academic problems.
• Researched and selected age-appropriate materials and resources for classroom instruction.
• Distributed textbooks, workbooks, papers and pencils to students.
• Organized and cleaned teaching areas after daily use to maintain high standards for returning teachers or other substitutes.
• Monitored student behavior and administered discipline as needed.
• Maintained day-to-day classroom management and discipline to promote learning initiatives.
• Operated computers or audio-visual aids to supplement presentations.
• Documented student progress and provided regular updates to parents.
• Collaborated with colleagues to develop innovative approaches to teaching.
• Assigned, explained and graded homework.
• Developed lesson plans to align with grade-level standards and objectives.
• Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
• Attended professional meetings, educational conferences or teacher training workshops to improve professional competence.