Shirley M. Fickinger
Old Saybrook,USA
Summary
Committed and hardworking professional with 10 years of experience in various professional careers. Well-rounded leader with talent for supervising employees or children! Warm, positive and upbeat. Swift problem solver with quick and effective solutions to wide array of issues. Love teaching and excel in communication in ways that make it easy for others to learn. Soft speech but can be stern when needed. Considerate approach to others feelings.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Office, Catering & Sales Manager
Noble Smokehouse
03.2022 - 02.2025
- Developed customized proposals that clearly outlined services offered along with accurate pricing information based on clients'' specific needs.
- Conducted comprehensive market research to identify new business opportunities and expand clientele base.
- Managed high-profile events, ensuring seamless execution and exceeding client expectations.
- Implemented effective cost control measures, resulting in reduced expenses without compromising service quality.
- Analyzed event data to identify trends and make informed decisions on menu offerings, pricing strategies, and promotional tactics.
- Cultivated a positive work environment that motivated employees to achieve their personal best while maintaining high levels of job satisfaction.
- Enhanced team performance by conducting regular training sessions on sales techniques, product knowledge, and customer service best practices.
General Manager
Chapter One
04.2021 - 03.2022
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
Guest Relations Manager
The Ocean House
08.2020 - 02.2021
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Developed and maintained strong partnerships with local attractions and tour operators to provide diverse activity options for guests during their stay.
- Coordinated room upgrades or complimentary amenities when appropriate to exceed guest expectations without compromising revenue goals.
- Maintained detailed records of guest preferences, enabling tailored service offerings upon future visits.
- Played a pivotal role in crisis management situations, ensuring the safety and comfort of guests while minimizing negative impacts on the hotel''s reputation.
Assistant Innkeeper/Marina Manager
The Inn at Harbor Hill Marina, Avra Hospitality
06.2018 - 07.2020
- Company Overview: (previously privately owned)
- Supervised Inn employees – housekeeping and kitchen staff – as only manager on a shift
- Hired, trained and supervised dockhand
- Hired and supervised electrical, plumbing and repair contractors for maintenance and repair issues
- Led $30K project to replace 33 power ports on the dock; worked with contractor, electrician and owners
- Planned and coordinated Annual Marina Picnic for 75 people including a raffle, hired band and caterer
- Coordinated and planned Welcome Back boater party and two annual fishing tournaments
- Oversaw the logistics for weddings, elopement ceremonies, business meetings and corporate retreats
- Coordinated with brides on all their selections; provided referrals for local Justice of the Peace, flowers, photographer, hair and make-up specialists
- Created wedding event schedule in reservation notes; worked with brides on last minute changes
- Arranged transportation and all reservations for reception
- Managed sales of 18 rooms, 67 marina slips and event packages
- Worked closely with bridal couples booking wedding blocks/reservations
- Upsold packages and add-ons for the Inn and for the Marina
- Created e-newsletters using Constant Contact to promote seasonal packages, offer discount codes and incentives
- Discussed sales strategies in weekly revenue meetings with management staff and corporate leaders
- Tripled the number of transient boaters using the marina over the previous year
- Increased winter storage from 8 boats to 13 boats stored during first winter as Marina manager and added services for winterization and spring commissioning by partnering with a local marine servicing and mechanical company, Breakwater Marine Services
- Handled all correspondence, scheduling and invoicing between customers and Breakwater Marine
- Purchased replacement equipment (i.e., dock carts, tables, chairs) and ordered dumpster each season
- Established parking permit process to resolve limited parking issues and restrict general public use
- Updated various booking venues with current offerings and photos and monitored those venues
- Responded to all incoming calls and handled any customer inquiries, complaints or bookings including full Inn rentals, scheduling weddings/events, standard bookings and creating customized experiences
- Managed refunds, cancellations, holds for future stay, room blocks, selling or issuing gift certificates
- Prepared contracts for full inn rentals, corporate retreats and meetings
- Managed accounts on Rezo software program
- Built new customer contract with new branding image for the marina in collaboration with marketing
- Created customer billing process and handled all invoicing of marina customers
- Created new rate sheets with added services and increased pricing
- Tracked marina payment status, customer inventory, valid insurance for boats, and contract information using a master Google sheet
Teachers Assistant
Childrens Corner Nursery School
01.2007 - 05.2010
Education
B.A. - Communication Studies
Western Connecticut State University
Danbury, CT01.2012
Skills
- Five years of hospitality and customer service experience
- Extensive event planning and event management experience
- Experience managing and supervising employees
- Strong sales and customer service experience with extensive background in office management and the food and beverage industry
- Team player as well as team leader noted for going beyond expectations
- Strong communication and interpersonal skills - use logic and reason to identify solutions
- Proficient in Maestro, ThinkReservations, Microsoft Office, Google Sheets and POS systems
Certification
American Red Cross CPR & First Aid- In progress
Timeline
Office, Catering & Sales Manager
Noble Smokehouse
03.2022 - 02.2025
General Manager
Chapter One
04.2021 - 03.2022
Guest Relations Manager
The Ocean House
08.2020 - 02.2021
Assistant Innkeeper/Marina Manager
The Inn at Harbor Hill Marina, Avra Hospitality
06.2018 - 07.2020
Teachers Assistant
Childrens Corner Nursery School
01.2007 - 05.2010
B.A. - Communication Studies
Western Connecticut State University
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