Stephanie Michalik
Tecumseh,MI
Summary
Confident training leader with demonstrated planning, organizational and leadership abilities in multiple industries (restaurant, business, etc). Highly effective at both leading and taking direction depending upon role. Seeking new opportunities
Overview
14
14
years of professional experience
Work History
Director of Training-Retail and Operations
Gold Star Mortgage Financial Group, Corp
Ann Arbor, MI
01.2016 - Current
- Created/ administered new employee onboarding and training policies and procedures.
- Develop and implement new processes/automation to improve efficiency.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Stay abreast of changing company policy, mortgage regulations, laws, and generally accepted industry best practices
Server
Arbor Lounge
Ann Arbor, MI
09.2020 - 04.2021
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
Reservations Manager
Holiday Inn Near The University Of Michigan
Ann Arbor, MI
10.2014 - 01.2016
- Facilitated effective servicing of group and contract business through collaborating with Director of Marketing, Guest Service Manager, Catering and Convention Manager, and Sales Managers
- Processed booking recaps, group entries, rooming lists, and correct blocking of inventory management for group contracted business
- Monitored and controlled all sales channels for room revenue including property management systems (PMS), InterContinental Hotels Group (IHG) voice, non-voice, and travel agents
- Ensured revenue targets were met by reviewing opaque’s price points and daily allotments, updating group business pickup versus forecast, and applying or removing restrictions in accordance to hotel demand
- Interviewed, trained and scheduled guest service representatives for front desk to ensure successful front office daily operation.
Front Desk Agent/Night Auditor Supervisor
Holiday Inn Near The University Of Michigan
Ann Arbor, MI
04.2014 - 01.2016
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Balanced hotel accounts and resolved discrepancies.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Supervised and managed, incentive programs to meet quarterly IHG rewards membership quotas
- Registered and tracked all front desk team members’ successful completion of IHG Rewards Club training
- Acted as liaison between local hotel and IHG headquarters regarding the IHG loyalty program
- Ensured consistent delivery of IHG Rewards Club member benefits at the hotel.
Server/Main Bartender
Holiday Inn- Near the University of Michigan
Ann Arbor, MI
05.2013 - 04.2014
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
- Kept bar presentable and well-stocked to meet customer needs.
- Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
International Admissions Supervisor
Eastern Michigan University, Admissions
Ypsilanti, MI
08.2009 - 08.2012
- Assisted prospective international students during their application process to Eastern Michigan University by answering questions via phone, email, and in-person communications
- Completed daily reports, prepared I-20 documents, and assisted in creation of immigration materials in order for admitted students to attend Eastern Michigan University
- Maintained a high level of confidentiality when reviewing sensitive financial and academic documents submitted from prospective students
- Created and implemented a uniform training manual to be utilized among the admissions team
- Fully trained, hired, and supervised international admissions staff hired within the 2012 school year
Education
Bachelors of Science - Psychology, Human Sexuality & Marketing
Eastern Michigan University
Skills
- Training Analyzing
- Excellent Customer Service Skills
- Ability to work in high stress/fast-paced environments
- Highly adaptable
- Friendly and Personable
- Recruiting and Onboarding
Timeline
Server
Arbor Lounge
09.2020 - 04.2021
Director of Training-Retail and Operations
Gold Star Mortgage Financial Group, Corp
01.2016 - Current
Reservations Manager
Holiday Inn Near The University Of Michigan
10.2014 - 01.2016
Front Desk Agent/Night Auditor Supervisor
Holiday Inn Near The University Of Michigan
04.2014 - 01.2016
Server/Main Bartender
Holiday Inn- Near the University of Michigan
05.2013 - 04.2014
International Admissions Supervisor
Eastern Michigan University, Admissions
08.2009 - 08.2012
Bachelors of Science - Psychology, Human Sexuality & Marketing
Eastern Michigan University
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