Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sonja Williams

Lavergne,Tn.

Summary

Experienced with operational management and team leadership. Utilizes strong organizational skills to enhance productivity and customer satisfaction. Track record of implementing effective strategies for staff development and operational improvement.

Overview

18
18
years of professional experience

Work History

Assistant General Manager

TownePlace Suites-Frankin-Cool Springs
07.2023 - Current
  • Handled cash accurately and prepared deposits.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner. Led team to improve intent to recommend and service by over 20 points averaging top 20% of the brand for 2024.
  • Assisted General Manager financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
  • Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
  • Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
  • Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
  • Resolved problems promptly to elevate customer approval.
  • Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
  • Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
  • Mentored and motivated team members to achieve challenging business goals.
  • Resolved customer complaints with professionalism, restoring trust and loyalty.

GENERAL MANAGER/FLOATING GENERAL MANAGER

INTOWN SUITES
01.2017 - 01.2023
  • Managing payroll and hiring process.
  • Large quantities of customer service, self-organization, accounting, multi-tasking.
  • Help with housekeeping, maintenance and issues.
  • Delegate duties to hotel staff when necessary.
  • Handle any HR issues with all staff.
  • Resolve customer service issues accordingly.
  • Appropriately accommodate all customer complaints and concerns.
  • Inspect rooms for quality assurance.
  • Order supplies for office, kitchen, housekeeping, and maintenance.
  • Float between hotels to cover days off and vacations.

ASSISTANT GENERAL MANAGER

EXTENDED STAY AMERICA
01.2015 - 01.2017
  • Daily Accounts Payable/Receivable.
  • Managing payroll and hiring process.
  • Large quantities of customer service, self-organization, accounting, multi-tasking, and 10-key.
  • Help on all shifts with anything needed including setting up breakfast, housekeeping, maintenance issues.
  • Delegate duties to hotel staff when necessary.
  • Handle any HR issues with all staff.
  • Resolve customer service issues accordingly and make sure all surveys are answered with Medallia system.
  • Appropriately accommodate all customer complaints and concerns.
  • Inspect rooms for quality assurance.
  • Order supplies for office, kitchen, housekeeping, and maintenance.

GUEST SERVICE AGENT

DRURY INN & SUITES
01.2011 - 01.2015
  • Daily Accounts Payable/Receivable.
  • Balance nightly and monthly taxes.
  • Inspect rooms for quality assurance.
  • Coordinate major account with a major airline, i.e. reservations, billing, processing, etc.
  • Organize large group reservations, i.e. assigning rooms, communicating standards, expectations and needs with group leader, assuring all guests are appropriately accommodated.
  • Arrange meeting and/or banquets are set and ready.
  • Bill and collect for meetings and banquets.
  • Appropriately accommodate all customer complaints and concerns.
  • Resolve customer service issues accordingly.
  • Help on all shifts with anything needed including setting up breakfast, housekeeping, handling baggage, tending bar, and booking business and tour groups.
  • Large quantities of customer service, self-organization, accounting, multi-tasking, and 10-key.

Laboratory Technician

PROCTOR AND GAMBLE
01.2010 - 01.2011
  • Responsible for running tests on products to ensure best quality.

HOUSEKEEPER

VICTORIAN INN & SUITES
01.2008 - 01.2010
  • Housekeeper included cleaning a board of rooms in a certain amount of time. Making sure the rooms were clean to satisfy the standards of the guest.

Education

High School -

Cape Girardeau High School
01.2006

Skills

  • MANAGEMENT
  • Nine years of business experience in customer service encompassing Inventory Control, Customer Service, Training, Time Management, Quality Assurance, Billing, Account Collections, Event Coordinating, and Service Management Proficient in a systems environment including Night Vision, LTI, Fossee, KABA/ Ving Key System, Onity key system, MS Word, Excel, and File Management Extremely organized, detail oriented with excellent communication, delegation, and negotiation skills
  • SALES
  • Always seeking new business in talking to guest to find out who they work for so the I can reach out to the companies to capture more business

Timeline

Assistant General Manager

TownePlace Suites-Frankin-Cool Springs
07.2023 - Current

GENERAL MANAGER/FLOATING GENERAL MANAGER

INTOWN SUITES
01.2017 - 01.2023

ASSISTANT GENERAL MANAGER

EXTENDED STAY AMERICA
01.2015 - 01.2017

GUEST SERVICE AGENT

DRURY INN & SUITES
01.2011 - 01.2015

Laboratory Technician

PROCTOR AND GAMBLE
01.2010 - 01.2011

HOUSEKEEPER

VICTORIAN INN & SUITES
01.2008 - 01.2010

High School -

Cape Girardeau High School

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