TAMALA D. TURNER
Summary
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
22
22
years of professional experience
Work History
GENERAL MANAGER
Hampton Inn&Suites-Kenosha/First Hospitality
05.2022 - Current
- 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.
- Managed budget implementations, employee evaluations, and contract details.
GUEST SERVICES MANGER
GRADUATE HOTEL-EVANSTON
08.2021 - 04.2022
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Processed guest payments and provided accurate change.
- Supported team members by offering constructive feedback and coaching as needed.
- Set and managed policies for concierge services and guest relations.
- Analyzed customer feedback to identify areas requiring improvement.
- Monitored team performance to confirm customer service standards were consistently met.
- Hired, trained and managed team of 10 Guest Services Representatives & Valet Attendants successfully.
ASSISTANT GENERAL MANAGER
DOUBLETREE – SCHAUMBURG
08.2015 - 02.2020
- Responsible for the daily operations of Front Office, Food &
- Beverage, Housekeeping, & Engineering departments
- Analyzed monthly P&L, S.T.A.R., GSS w/detailed critique, (also reported weekly)
- Assisted Area GM with daily, weekly and monthly forecast to accomplish budgeted revenues; Processed invoices & prepared the monthly ‘Checkbook’ for all departments
- Directed and coordinated the food & beverage/banquet operations for approximately 4000 sq
- Ft
- Banquet space and three outlets: Restaurant, bar lounge, and room service
- Led and coordinated efforts to receive: an Outstanding Hilton QA;on the Hilton Ecosure (F&B/Kitchen inspection), and scored highly on management company internal Risk Management audit
- Implemented multiple programs, (KIPSU, QUORE, SERTIFI, etc.), property level promotions & contests to increase guest scores & Hilton enrollments; Act as GM in the absence of the General Manager.
FRONT OFFICE MANAGER
EMBASSY SUITES
08.2009 - 10.2015
- Responsible for the ‘working’ supervision of the Front Office including the valet and gift shop
- Created weekly schedules according to the hotel demands
- Hired and trained all Front Office personnel
- Responsible for S.A.L.T
- Correspondence and motivating team to increase scores
SALES ACCOUNT MANAGER
AT&T – HOFFMAN ESTATES
09.2006 - 01.2008
- Responsible for maintaining and growing a module of commercial accounts in the Midwest territory
- Prepared and delivered sales presentations
- Met and exceeded monthly sales objectives in the Value Added line of business, (internet, telephone, advertising listings and web presence)
OPERATIONS/FIRST ASSISTANT MANAGER
HYATT PLACE
08.2005 - 10.2006
- SCHAUMBURG
- Responsible for maximizing the performance in the areas of food & beverage, housekeeping and front office
- Daily, weekly and monthly revenue strategies and forecasting;
- Hired and trained all hourly on Hyatt brand standards.
GENERAL MANAGER
HAMPTON INN, INKEEPERS/ISLAND
01.2002 - 08.2005
- Responsible for managing the daily operations of the hotel including the local negotiated sales effort
- Analyzed P&L and performed a monthly synopsis for corporate and ownership reporting
- Implemented and maintained internal controls to prevent loss
- Lead effort with hiring, training, and insuring Brand/Management company and other required business compliances
Education
B.S - Education
NATIONAL LOUIS UNIVERSITY
Chicago, IL12.2023
A.A.S - Education
HARPER COLLEGE
Palatine, IL2013
Skills
- MS Ofc, Word, Excel, Publisher, PowerPoint
- Hilton - PEP PMS, OnQ PMS, R&I, Grow
Timeline
GENERAL MANAGER
Hampton Inn&Suites-Kenosha/First Hospitality
05.2022 - Current
GUEST SERVICES MANGER
GRADUATE HOTEL-EVANSTON
08.2021 - 04.2022
ASSISTANT GENERAL MANAGER
DOUBLETREE – SCHAUMBURG
08.2015 - 02.2020
FRONT OFFICE MANAGER
EMBASSY SUITES
08.2009 - 10.2015
SALES ACCOUNT MANAGER
AT&T – HOFFMAN ESTATES
09.2006 - 01.2008
OPERATIONS/FIRST ASSISTANT MANAGER
HYATT PLACE
08.2005 - 10.2006
GENERAL MANAGER
HAMPTON INN, INKEEPERS/ISLAND
01.2002 - 08.2005
B.S - Education
NATIONAL LOUIS UNIVERSITY
A.A.S - Education
HARPER COLLEGE
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