Tessa Thomas
Gainesville
Summary
Dynamic leader with a proven track record at Pet Paradise Resort, excelling in hospitality management and guest satisfaction. Spearheaded initiatives that significantly enhanced customer service metrics and financial performance. Adept at fostering teamwork and leadership, with a knack for mentoring and revenue optimization. Achieves excellence by focusing on continuous improvement and strategic planning.
Overview
10
10
years of professional experience
Work History
Resort Manager
Pet Paradise Resort
10.2014 - 10.2024
- Leading the resort team through daily operations by maintaining standards of conduct, cleanliness, and safety
- Managing resort staffing by creating schedules, communicating staffing needs, interviewing and hiring, and terminating when necessary
- Training and coaching resort team members based on company standards, policies, and guidelines; recognizing talented team members and developing them for growth in the company
- Keeping a high-level of communication through resort, regional, and corporate teams regarding resort operations and partnering with regional maintenance crew on any building issues
- Maintaining excellent customer service metrics such as NPS (Net Promoter Score) and reviews on Google and social media
- Utilizing financial tools and analyzing financial reports to identify and address trends and issues in sales and performance
- Managing labor cost, payroll, and appropriate inventory of supplies
- Organizing and maintaining policies and procedures for both back-of-house and front-of-house operations
- Responsible for assisting new and current team members in completing their required courses and training guides, while providing ongoing coaching for development
- Preparing and delivering annual performance reviews to team members on a timely basis
Skills
- Guest satisfaction
- Financial reports
- Budget planning
- Hospitality management
- Sales management
- Expense management
- Guest relations expertise
- Revenue optimization
- Teamwork and collaboration
- Customer service
- Time management
- Teamwork and leadership
- Relationship building
- Training and mentoring
Timeline
Resort Manager
Pet Paradise Resort
10.2014 - 10.2024
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