Summary
Overview
Work History
Education
Skills
Work Preference
Timeline
Generic

Telissa Andrews

Guest Experience Manager
Jacksonville,FL

Summary

Customer service professional dedicated to effective team management. Effective building highly motivated teams. Ambitious AGM experienced with managing complex projects and driving productivity improvement. Exceptional customer care professional that addresses inquiries and resolves problems as they arise.

Overview

37
37
years of professional experience

Work History

Assistant General Manager

Hampton Inn and Suites Deerwood
Jacksonville, FL
08.2020 - Current

Recruiter

  • Of a very busy property and leads all efforts in recruitment, hiring, and training
  • Motivated coach that inspires team members to provide outstanding guest services
  • Responsible for full-cycle staffing, including recruiting, interviewing, and onboarding for all hotel departments; providing orientation for all new employees
  • Monitoring and effectively forecasting hotel's employee staffing needs reviewing and approving employees' timecards
  • Enforcing and leading all training and development efforts throughout the hotel
  • Embracing and demonstrating the core ideology daily
  • Maintaining a positive work environment, treating employees fairly, consistently, and with respect
  • Encouraging and promoting teamwork
  • Setting a positive example for all subordinates
  • Completing all accounting procedures for the property
  • Managing A/R and A/P appropriately
  • Organizing all payables in a timely and effective manner

Assistant General Manager

Homewood Suites by Hilton
Jacksonville, FL
12.2019 - 08.2020
  • Cooperate with General Manager in recruiting, training, payroll processing, performance evaluation
  • Assist General Manager in managing company policy to ensure positive work environment
  • Setting a positive example for all team members
  • Completing all accounting procedures for the property
  • Coordinate with General in planning short- and long-term projects, budgets and schedules
  • Maintain and facilitated all Customer service training
  • Prepare and verify invoices and requisitions for goods and services
  • Organizing all payables in a timely and effective manner

Guest Service Manager1

Crowne Plaza Jacksonville Airport
08.2012 - 12.2019
  • Worked directly with General Manger maintain day to day operations
  • Manage and monitor activities of Front office as Manger on duty, dealing with complaints Investigated and resolved
  • Assist General Manager in managing company policy to ensure positive work environment
  • Setting a positive example for all team members
  • Completing all accounting procedures for the property
  • Customer inquiries and complaints in an empathetic manner
  • Maintain and facilitated all Customer service training
  • Prepare and verify invoices and requisitions for goods and services
  • Organizing all payables in a timely and effective manner

Receptionist

Girl Scouts of Gateway Council
Jacksonville, FL
07.2010 - 05.2012
  • Greeted numerous visitors, including VIP's, vendors and interview candidates
  • Met all customer call guidelines including service levels, handle time and productivity
  • Always Adhered to all confidentiality requirements
  • Promptly responded to inquiries and requests from prospective customers
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Sales & Catering Coordinator/ Assistant

Wyndham Hotel
Jacksonville, FL
11.2007 - 07.2010
  • Answered and managed incoming and outgoing calls while recording accurate messages
  • Opened and properly distributed incoming mail
  • Greeted numerous visitors, including VIPs, vendors and interview candidates
  • Maintained a clean reception area, including lounge and associated areas
  • Assisted with event planning, including associated travel and logistical arrangements
  • Obtained signatures for financial documents and internal and external invoices
  • Coordinated board and committee meetings, including schedules and information preparation and distribution
  • Received customer payments
  • Totaled bills and calculated taxes.

Administrative Assistant

Tempforce
Jacksonville, FL
08.1997 - 08.2002
  • Maintained confidential files and city contracts
  • Completed invoices and updated bid information for JPA contractors
  • Prepared correspondence to meet organizations needs Investigated and resolved complex problems for internal/external customers consistently recognized for superior performance, management skills and problem-solving abilities
  • Coordinated domestic and international travel arrangements, including booking airfare, hotel and transportation
  • Planned and coordinated logistics and materials for board meetings, committee meetings and staff events

Lead Guest Relations Representative

Sheraton Gateway Hotel
Norcross, GA
05.1994 - 07.1997
  • Verified that personal and payment information on guest accounts was accurate and complete
  • Resolved service-related problems in a timely manner
  • Reviewed account information and charges with guests during check-out
  • Updated team members about changes in hotel products, services, pricing and policies
  • Delivered messages, mail and packages left for guests and hotel facilities in a timely manner
  • Collaborated with maintenance and housekeeping to Greeted and welcomed all hotel guests with a smile
  • Recruited and trained new members of the guest service team.

Flight Service Manager/Flight

Continental Airlines
Newark, NJ
05.1987 - 01.1994
  • Greeted passengers, verified tickets and directed passengers to assigned seats
  • Managed and supervised flight personnel ensured all FAA compliance were met preflight & inflight
  • Made all public announcements and performed safety demonstrations
  • Handled Emergency situations, effectively implemented instructions from flight deck & followed appropriate emergency procedures
  • Managed onboard sell of liquor, aided including lifting and stowing luggage
  • Trained to provide emergency medical aid and assistance of disabled passengers
  • Managed boarding gate/ticket counter operations
  • Maintained air-to-ground and point-to-point radio contact with aircraft commanders
  • Administered first aid to passengers in distress
  • Addressed passengers' concerns about delayed and canceled flights and resolved the issue
  • Supervised unaccompanied minors during flights.

Education

No Degree - Psychology

Florida State College
Jacksonville, FL

Skills

  • Inventory Control
  • Staff Management
  • Operations Management
  • Staff Development
  • Team leadership expertise
  • Employee Relations
  • Food safety and sanitation
  • Training and development background
  • Employee Scheduling
  • Customer Relationship Management (CRM)
  • Human Resources

Work Preference

Work Type

Full Time

Location Preference

RemoteOn-Site

Important To Me

Work-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work week

Timeline

Assistant General Manager

Hampton Inn and Suites Deerwood
08.2020 - Current

Assistant General Manager

Homewood Suites by Hilton
12.2019 - 08.2020

Guest Service Manager1

Crowne Plaza Jacksonville Airport
08.2012 - 12.2019

Receptionist

Girl Scouts of Gateway Council
07.2010 - 05.2012

Sales & Catering Coordinator/ Assistant

Wyndham Hotel
11.2007 - 07.2010

Administrative Assistant

Tempforce
08.1997 - 08.2002

Lead Guest Relations Representative

Sheraton Gateway Hotel
05.1994 - 07.1997

Flight Service Manager/Flight

Continental Airlines
05.1987 - 01.1994

Recruiter

No Degree - Psychology

Florida State College

Similar Profiles

CREATE PROFILE
Telissa AndrewsGuest Experience Manager