Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Susan (Stokes) Hopper

Eureka Springs,AR

Summary

As a former Naval Pilots spouse of 20 years, having lived, stayed or worked at 15+ Navy Lodge properties stateside and internationally, I know the product and market intimately. An energetic entrepreneur, creating an award-winning country inn and restaurant, I implemented and executed every part of running a successful business. Former Front Desk Supervisor and Assistant Manager at the Navy Lodge, with a proven track record in staff management and daily operations. Adept in financial auditing and training development, I successfully enhanced operational efficiency and guest satisfaction. Recognized for creating effective training programs that improved team performance and fostered a culture of excellence. Exceptional communicator and a gifted teacher, who focuses in on what needs to be corrected with the goals of understanding, growth and success. I am enthusiastically seeking the Quality Assurance Manager position with the NHG properties as I believe my skills align perfectly with the position.

Overview

2023
2023
years of professional experience

Work History

Owner/Operator/Florist/Event Manager

Hopper Farms Flower Shop & Nursery
Ozark, AR
04.2015 - 10.2022
  • Developed marketing campaigns that successfully attracted new customers.
  • Maintained strong client relationships through superior customer service.
  • Promoted business on social media to enhance brand identity and drive revenue.
  • Executed thorough opening, closing, and shift change functions to uphold operational standards.
  • Monitored inventory levels and placed orders to ensure adequate stock availability.
  • Engaged customers in conversation to effectively assess needs and requirements.
  • Managed multiple tasks simultaneously while ensuring meticulous attention to detail.
  • Cut, arranged, and produced flower bouquets and potted plants per customer specifications.

Grant Writer/Assistant FCRCC

Ozark Public Schools
Ozark, AR
12.2008 - 12.2009
  • Compiled data from diverse sources to produce detailed reports on program activities and outcomes.
  • Developed grant proposals to secure funding for nonprofit organization.
  • Collaborated with internal teams across departments to prepare applications.
  • Served as assistant director, executing organizational objectives efficiently.
  • Contributed to writing grant for 501(c)(3) status.
  • Designed POA&M initiatives to engage county youth effectively.

Rental Property Manager

Self Employed Business & House Rentals
Ozark, AR
10.2000 - 11.2009
  • Conducted property inspections to maintain quality and identify maintenance needs.
  • Coordinated lease agreements and ensured compliance with local rental laws.
  • Oversaw rent collection processes and maintained accurate financial records.
  • Advertised rental properties through various platforms to attract potential tenants.
  • Responded promptly to tenant inquiries and resolved conflicts effectively.
  • Updated and maintained rental agreement files and documents.

Director

Ozark Area Chamber Of Commerce
Ozark, AR
08.2007 - 12.2008
  • Implemented weekly prime time radio program to inform community and support local businesses.
  • Authored weekly newspaper articles highlighting community events and future initiatives.
  • Conducted monthly meetings for board of directors and general membership engagement.
  • Sought new members while retaining current ones through weekly email newsletters.
  • Developed comprehensive calendar outlining weekly, monthly, and annual events.
  • Planned and executed large-scale events, including annual banquet with over 100 businesses and 1,000 attendees.
  • Managed budgeting and financial planning processes; published quarterly updates for board review.
  • Served as public spokesperson at industry conferences, communicating organizational initiatives effectively.

Front Desk Supervisor

Navy Lodge
Naples, Italy
12.2006 - 08.2007
  • Conducted regular performance evaluations for front desk staff to enhance service quality.
  • Maintained comprehensive knowledge of hotel services, local attractions, and protocol information.
  • Coordinated room assignments based on guest preferences and special needs.
  • Managed extended stay records and communicated with guests regarding housing arrangements.
  • Guided staff in resolving complex customer issues efficiently.
  • Resolved customer complaints professionally while addressing inquiries.
  • Collaborated with supervisors to align group efforts towards shared objectives.
  • Hosted meetings to address employee questions and communicate operational changes.
  • Served as assistant manager, focusing on learning and reviewing audit procedures.
  • Daily audit of previous days activities.
  • Started manager in training process.

Front Desk Supervisor/Group Coordinator

Navy Lodge
Monterey, CA
01.2004 - 06.2006
  • Created weekly schedules for front desk staff according to business needs.
  • Performed administrative tasks such as filing documents, answering phone calls, emails and handling all group reservations.
  • Developed training plans for new hires or existing employees needing additional instruction in certain areas. POA&M focused.
  • Tracked inventory of supplies and ordered for the front desk area as well as other Lodge areas.
  • Coordinated with other departments to ensure smooth operations of the facility including housekeeping and maintenance with focus on quality control.
  • Monitored staff performance, provided feedback.
  • Coordinated room assignments by considering guest preferences and special requests whenever possible.
  • Completed financial audits on a daily basis. Used statistical data to drive and/or change optimal results.
  • Resolved guest complaints promptly and followed-up to verify restored satisfaction.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs and training to obtain optimal productivity. Provided and led team to obtain certification for optimum job performance.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Resolved problems relating to employee performance, equipment and work schedules.
  • Developed policies and procedures related to front desk operations continuing a Lessons Learned manual for unique issues faced and resolution outcomes for future reference.
  • Conducted regular performance evaluations of front desk staff members.
  • Served as Lodge Manager in her absence.
  • Served as Group Coordinator in destination location with multiple group reservations per month.
  • Supervised daily operations at the front desk including check-ins and checkouts, reservations.
  • Obtained certification as Front Desk Manager, Supervisor, Housekeeping Supervisor and Maintenance.
  • Taught classes to Spanish speaking Housekeeping staff to learn common English phrases needed to best assist guests.

ESL Teacher

Kanagawa Board of Education
Yokosuka Kanagawa Japan
08.1999 - 11.2002
  • Instructed students of various backgrounds and learning styles by employing variety of instructional resources.
  • Planned, organized and taught lessons for high school English language learners involving listening, speaking, reading and writing instructional components.
  • Helped students succeed through coaching, mentoring and positive reinforcement.
  • Guided students in developing their listening, speaking, reading, and writing skills in English.
  • Fostered a positive learning environment by encouraging students to actively participate in individual and group activities.
  • Organized and executed language workshops and educational field trips to enhance learning experiences and provide interactive learning.
  • Created American Homestay program where Japanese students spent weekend on US military base with American families.
  • Worked in conjunction with Japanese English teachers, fostering excellent relationships and communication as well as dual cultural exchanges.

English Medical Journal Reviewer/Conversational English Teacher

National Institute of Health Japan Psychology Dept
Yokosuka, Japan
09.2000 - 09.2002
  • Read Medical Journal Articles submitted by Physicians to ensure perfect English.
  • Discussed articles with Physicians asking questions to provide practice speaking in English regarding articles and topics.
  • Conducted one on one sessions practicing conversational English relating to field of study.

Owner Operator

Victoria House Country Inn
Ozark , AR
11.1996 - 06.1999
  • Organized events such as trade shows in order to promote business awareness.
  • Developed business plan and budget to maximize profitability.
  • Ensured compliance with all local laws, regulations, policies, and procedures related to the operation of the business, including safety and health code requirements.
  • Obtained and maintained relationships with vendors in order to secure favorable terms on materials and services. Exceptional quality focused- no exceptions. Documented and reported subpar products and suppliers.
  • Created marketing strategies to drive revenue and increase brand visibility. Analyzed and applied creative solutions.
  • Managed daily operations of the business, including staff, sales, inventory, accounting and payroll.
  • Established pricing models that balanced competitiveness with profitability goals.
  • Established long-term relationships with customers by promoting great service and engagement skills and quickly resolving issues. Dealt with public throughout the day by phone and online.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Prepared staff work schedules and assigned team members to specific duties. Created manual and trained staff to adhere to excellence.
  • Created Menu and served as head chef.
  • Served as luxury guest suite hostess and provided room service and breakfast.
  • Created business from ground up. Coordinated with all necessary agencies to open a restaurant and bed & breakfast.
  • Created and maintained highest standards for Inspections with all agencies including ongoing daily cleaning, safety and sanitation in restaurant, kitchen, restrooms and guest suites as well as outside grounds. Ordered and maintained training for cleaning supplies and procedures. Maintained shift checklists for employees. Addressed any concerns regarding sanitation and safety immediately.
  • Planned business from stripped down historic home to planning design and construction implementation following historic home restoration regulations.
  • Created luxury bed & breakfast and 75 seat restaurant with 22 employees. Hired and trained staff.
  • Active in restoration process. Designed and decorated all spaces.
  • Created and focused on consistent branding.

Property Rental Assistant

George & Maxine McIlroy (parents)
Ozark , AR
01.1983 - 12.1989
  • Assisted with 50 commercial and residential home property inspections to identify maintenance needs and improvements.
  • Conducted property inspections to ensure upkeep and safety standards.
  • Performed administrative tasks such as answering phones, filing documents and preparing correspondence.
  • Met with prospective tenants to show property and assess applications or sign leases.
  • Collected monthly rent from tenants.
  • Assisted with maintenance, clean up, renovations and yard care on a regular basis.

Languages

Spanish, Italian & Japanese
  • Spanish- Intermediate level
  • Italian and Japanese- Beginner level

Education

Bachelor of Science - Psychology

University of Arkansas
Fayetteville, AR

Bachelor of Science - Counseling Psychology

Liberty University
Lynchburg, VA

Bachelor of Science - Psychology

University of The Ozarks
Clarksville, AR

Psychology

University of Arkansas Fort Smith
Fort Smith, AR

Bachelor of Science - Psychology/Social Work

Troy University
Troy, AL

Bachelor of Science - Psychology

Palomar College
San Marcos, CA

Front Desk Manager, FD Supervisor, Housekeeping Supervisor -

Hospitality
American Hotel & Lodging Educational Institute

Skills

  • Scheduling coordination
  • Award winning new business creation, management and operation
  • Inventory control expertise
  • Financial auditing and payroll
  • Conflict resolution and strong leadership
  • Training development and team building
  • Excellent staff management
  • Extensive hospitality service expertise with attention to detail
  • Expert oral and written communications
  • Seasoned facility caretaker
  • POA&M focused
  • Project and event management
  • Organization and time management
  • Flexible and adaptable
  • Historic home restoration

Affiliations

  • Avid gardener, outdoor, canoeing/kayaking enthusiast.
  • Antique quilt and unique basket collector.
  • Mental health and lgbtq+ advocate.
  • Historic Home preservation advocate actively participating in restoration of 4 historic homes.
  • Seasoned traveler domestically and internationally. Recently spent almost 2 years RV'ing full time.
  • Involved Mom of 3 adult children. Spoiler in chief of 3 grandchildren. Family barber.
  • Business Advocate having worked in COC and served as President of Main Street Ozark.
  • Main Street Arkansas Best New Business.
  • Who's Who Among Professional Business Women.
  • Ozark Area Chamber of Commerce Volunteer of the Year.
  • Ozark Area Chamber of Commerce Best Small Businesses of the Year.
  • OHS Best Employer of the Year.
  • Led Monterey Navy Lodge Monterey front desk staff to 100% certification.
  • Several guest services awards.
  • Seasoned public speaker. Narrating or guest speaking at multiple events and theatre productions.
  • Have also worked as: a counselor in an icu girls group home and a pregnancy resource center, as a drama and youth director, as a camp counselor and lifeguard, a pharmacy assistant and spent a summer biking across Scotland working with youth groups.

References

References available upon request.

Timeline

Owner/Operator/Florist/Event Manager

Hopper Farms Flower Shop & Nursery
04.2015 - 10.2022

Grant Writer/Assistant FCRCC

Ozark Public Schools
12.2008 - 12.2009

Director

Ozark Area Chamber Of Commerce
08.2007 - 12.2008

Front Desk Supervisor

Navy Lodge
12.2006 - 08.2007

Front Desk Supervisor/Group Coordinator

Navy Lodge
01.2004 - 06.2006

Rental Property Manager

Self Employed Business & House Rentals
10.2000 - 11.2009

English Medical Journal Reviewer/Conversational English Teacher

National Institute of Health Japan Psychology Dept
09.2000 - 09.2002

ESL Teacher

Kanagawa Board of Education
08.1999 - 11.2002

Owner Operator

Victoria House Country Inn
11.1996 - 06.1999

Property Rental Assistant

George & Maxine McIlroy (parents)
01.1983 - 12.1989

Languages

Spanish, Italian & Japanese

Bachelor of Science - Psychology

University of Arkansas

Bachelor of Science - Counseling Psychology

Liberty University

Bachelor of Science - Psychology

University of The Ozarks

Psychology

University of Arkansas Fort Smith

Bachelor of Science - Psychology/Social Work

Troy University

Bachelor of Science - Psychology

Palomar College

Front Desk Manager, FD Supervisor, Housekeeping Supervisor -

Hospitality

Similar Profiles

CREATE PROFILE