Sybil Robinson

• Assist the General Manager/Mult-Unit General Manager in managing hotel day-to-day operations, assures optimum performance and continual improvement in guest satisfaction (Great, Fresh, Making it Right) and associate satisfaction.
• Hands on in managing the hourly staff, including scheduling, directing and overseeing their daily activities and training.
• Provide leadership to the staff to promote an exceptional workplace.
• Ensure all associates are trained and complete required training timely.
• Uphold and demonstrate compliance with policies, rules, and standards of safety and security guidelines at the property level.
• Serve as first level of management contact for guest service issues. Resolve guest issues in a timely manner and determine whether to escalate to GM/MUGM as needed.
• Demonstrate professionalism and embrace ESA's service culture and treat all guest and associates with the utmost of respect and kindness.
• Daily interaction with the guests to identify quality lead generation and assist guests with future travel needs.
• Assists the GM/MUGM with interviewing, onboarding and training new associates.
• Directly supervise and encouragement involvement with all associates to promote a positive work environment through team work, energy, enthusiasm and recognition.
• Actively participate in the daily team meeting and interacts with the staff to foster continuous improvement, needed guidance, encouragement and corrective action when necessary.
• Assists the GM in budgetary control measures, including labor monitoring, room expense control and maintaining PAR levels through Daily Visual Management.
• Ensure associates have the necessary tools to execute their jobs on an ongoing basis.
• Serve as manager on duty in the absence of the GM/MUGM
• Inspect guest room
• Assist with front desk, housekeeping, and other duties when needed to ensure optimum operation of the hotel.
• Responsible for managing purchase order process, ordering and receiving products in a timely manner.
• Assist GM/MUGM in monitoring cash management, in-house guest balances and direct bill receivables compliance.
• Assists with hotel sales activities when needed.
• Actively reviews and monitors social media websites to ensure timely and appropriate responses.
• Ensures that clean rooms, guest and associate satisfaction are top priorities

• Welcome and acknowledge all guests according to company standards
• Process all guest check-ins and check-outs by confirming reservations, assigning room using the Fosse computer system; issuing and activating room key(s) as needed
• Answer, record, and process all guest calls, messages, requests, questions, or concerns
• Coordinate with Housekeeping to track readiness of rooms for check-in
• Supply guests with directions and information regarding property and local areas of interest
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy
• Complete designated cashier and closing reports in the computer system; Count bank at the beginning and end of shift; Balance and drop receipts according to Accounting specifications; Process all payment types such as room charges, cash, checks, debit or credit
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional
• Anticipate and address guests' service needs; assist individuals with disabilities; Thank guests with genuine appreciation

Accomplishments:

• Met monthly Marriott Bonvoy enrollment goals.
• Completed monthly Market inventory on time. Replenished Market shop according to company standards.
• Maintained guest safety during shift.
• Resolved guest issues in a timely manner involving the manager only when necessary.

• Provide exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills; Verify passenger travel documents prior to boarding; Promote high customer satisfaction by resolving problems with knowledgeable and friendly service; Foster positive team rapport and maintain productive relationships with co-workers; Process check-ins and departures according to company policies and procedures; Secure payments for checked luggage, Enforce company policies of standard travel practices; Issue vouchers when appropriate, Check luggage and direct passengers to security check points and departure gates; Enter information in GoNow system to maintain updated details related to customer reservations and payment method
• Serve as a role model and first point of contact, maintain confidentiality of proprietary information, protect company assets
• Welcome and acknowledge guests; address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation
• Speak using clear and professional language; Stand for long periods of time
• Ability to lift 50 lbs
• Assist individuals with disabilities, Maintain professional appearance wearing company approved uniform.

• Managed payroll with annual state contractual budget renewals and hiring of part-time staff, team player and worked well independently; Coordinated appointments and provided transportation to doctor, out-patient therapy, and adult day center; Managed client's household finances including paying bills and shopping for personal and household needs including ordering medications and other medical supplies.

• Assisted elderly client with daily activities under nurse's supervision to provide essential care and emotional support; Managed supplies and restocked inventory to promote optimal availability for patient care; Demonstrated respect and regard for dignity of elderly client to promote professional, responsible and courteous environment; Safeguarded elderly client's privacy with strict adherence to HIPAA protocols; Administered medications in an in-home environment.

• Assisted patient with daily activities under nurse's supervision to provide essential care and emotional support; Safeguarded patient privacy with strict adherence to HIPAA protocols.

• Promoted patient satisfaction by assisting with bathing, dressing and exercising; Planned and served meals and snacks to elderly client according to prescribed diet.

• Performed operational and task functions within the Human Resources Department; Managed customer service related concerns via phone and face-to-face; Conferred with coworkers to coordinate work activities; Assisted Training Coordinator with organizing training manuals and new hire orientation; Updated training schedule and tracked training needed for 10 office staff; Collaborated and established a good rapport with Health & Wellness Planner, Compensation & Benefits Coordinator, Training & Development Coordinator, Benefits/Payroll Analysts, Program Coordinator; Assisted with the preparation of training materials and responded to frequently asked questions regarding new payroll management system.