Susana McCoon
Livingston,NJ
Summary
15+ years hospitality management experience Mid scale brand hotel experience Brand conversion experience Multi brand experience Fluent in Spanish NYC TSQ market experience IHG & Hilton experience Authorized to work in the US for any employer Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
14
14
years of professional experience
1
1
Certification
Work History
General Manager
M&R Hotel Management
09.2015 - Current
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- 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.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Mitigated business risks by working closely with staff members and assessing performance.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Raised property accuracy and accountability by creating new automated tracking method.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budget implementations, employee evaluations, and contract details.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Formulated policies and procedures to streamline operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Analyzed market trends and competitor activities to create competitive advantages.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Collaborated with cross-functional teams to develop innovative solutions.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
Guest Service Manager
Bridgeton Holdings
08.2013 - 01.2016
- Attended to customer needs, responding to questions, complaints and escalations.
- Monitored staff training, scheduling and shift changes.
- Understood and implemented safety and emergency procedures.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Oversaw lobby operations and concierge services.
- Implemented procedures and services to improve hotel services and amenities.
- Coordinated luggage collection, transportation and storage.
- Maintained and troubleshot hotel property management systems.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Implemented successful strategies to increase customer satisfaction.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Evaluated and promptly resolved lodging facility operational issues.
- Developed and implemented promotional strategies to increase occupancy.
- Fostered safe lodging environment with reliable and effective security services.
- Assisted with development and distribution of marketing materials for facility.
- Liaised between guests and hotel management, relaying information, promotions and issues.
Front Office Manager
Crowne Plaza Times Square An IHG Hotel
03.2011 - 09.2012
- Planning and delegating responsibilities, evaluating performance for front office
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Strategic planning and training for hotel occupancy & revenue growth
- Administrative duties such as: scheduling, payroll,forecast, revenue management.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Monitored customer service trends and provided insights to management team for further improvement.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Director of Front Office
Holiday Inn Soho
10.2009 - 12.2010
- Oversaw the day to day operations of the Front Office and Food & beverage departments
- Developed and trained new and existing team members
- Consistently improved occupancy, revenue and, guest service scores in both the front office and food and beverage departments through planning, delegating responsibilities, motivating and, evaluating performance.
- Managed, rewarded, coached, counseled, disciplined and terminated employees based on performance.
- Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment and hotel experience.
- Monitored and assessed service and satisfaction trends, evaluated and addressed issues and made improvements accordingly.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Received inquiries from corporate customers, major vendors and trade press and delivered informed responses with minimal input from executives.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Education
Credit - Hospitality Administration And Management
ECornell University
Online05.2010
Bachelor's degree - Social Sciences
Community College of Morris
2009
A.S - Social science
Florida Atlantic University
2001
Skills
- Administration
- Optimization
- Revenue Management
- ADP Payroll
- Opera
- Onboarding
- Microsoft Office
- Performance Management
- Excel
- Front Office
- Links
- Linkedincom/in/susana-mccoon-4ab14943
- Staff Training
- Market Growth
- Profit and Loss
- Vendor Negotiations
- Project Planning
- Staff Development
- Employee Scheduling
- Client Account Management
- Vendor Partnerships
- Strategic Planning
- Performance Improvement
- Training and Development
- Staff Management
- Performance Analysis
- Coaching and Mentoring
- Exceptional Interpersonal Communication
- Staff Retention Programs
- Problem Resolution
- Team Leadership
- Team Training
- Safety Protocols
- Interpersonal Skills
- Purchasing and Planning
- Communication Skills
- Time Management
- Budgeting and Cost Control Strategies
- Customer Experience
- Administrative Skills
- Budgeting and Cost Control
- Staff Motivation
- Supervision and Training
- Leadership
- Performance Evaluations
- Operations Management
- Multimillion-Dollar P&L Management
- Purchasing
- Policy Development and Enforcement
- Salary Structure
Certification
- Certified General Manager
Languages
Spanish
Professional Working
Timeline
General Manager
M&R Hotel Management
09.2015 - Current
Guest Service Manager
Bridgeton Holdings
08.2013 - 01.2016
Front Office Manager
Crowne Plaza Times Square An IHG Hotel
03.2011 - 09.2012
Director of Front Office
Holiday Inn Soho
10.2009 - 12.2010
Credit - Hospitality Administration And Management
ECornell University
Bachelor's degree - Social Sciences
Community College of Morris
A.S - Social science
Florida Atlantic University
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