Summary
Overview
Work History
Education
Skills
Timeline
Generic

Theresa Ball

Brentwood,Tennessee

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

9
9
years of professional experience

Work History

General Manager

Hampton Inn Milwaukee
02.2022 - 07.2023
  • Oversee day-to-day operations amongst all departments.
  • Developed and implemented strategies to increase sales and profitability.
  • Oversee recruitment and training of new employees
  • Ensured employees worked productively and develop professionally.
  • 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.
  • Implemented operational strategies and effectively built customer and employee loyalty.


Assistant General Manager

Courtyard By Marriott
12.2021 - 02.2022
  • Assisted the General Manager in daily operations of FOH and BOH.
  • Handled cash accurately and prepared deposits.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Monitored guest feedback on all OTAs and Medalia surveys.
  • Resolved problems promptly to elevate GSS scores.
  • Managed team schedule with eye for coverage needs and individual strengths.
  • Delegate tasks to staff in order to create a more functional and team-driven workplace.
  • Assisted GM in all recruitment and retention of employees.
  • Maintained accurate records including cash flows sheet, Ar Aging Reports and Direct Billing.

Assistant General Manager

Holiday Inn Express-New Berlin
06.2021 - 02.2022
  • Assisted GM in day to day functions and breakfast compliancy.
  • Handled cash accurately and prepared deposits.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Resolved problems promptly to elevate GSS scores.
  • Managed team schedule with eye for coverage needs and individual strengths.
  • Assisted GM in all recruitment and retention of employees.
  • Conducted Reviews on all employees, monitoring strengths and weaknesses, creating action plans.
  • Acted as hotel public relations director and promoted the property within the industry, local community and trade associations.


Front Office Supervisor

Sheraton Milwaukee Brookfield Hotel
08.2018 - 02.2022
  • Coached employees through day-to-day work and complex problems.
  • Set priorities and problem-solved workflow issues to maintain rapport with guests and managers.
  • Dispersed petty cash to employees and collected and managed receipts.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Reviewed guest feedback daily and responded in a timely manner to boost GSS scores.
  • Provided feedback in daily stand-up meetings with all of management.
  • Responded to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.


Assistant General Manager

Holiday Inn Express
10.2016 - 08.2018
  • Assisted GM in day-to-day operations, including financial and staff involved.
  • Mentored and motivated team members to achieve challenging customer service goals.
  • Developed and implemented policies and procedures to improve guest service and satisfaction.
  • Analyzed guest feedback data to identify areas of improvement and develop solutions.
  • Managed budget implementations, employee reviews, training and schedules.
  • Trained new employees on proper protocols and guest service standards.
  • Assisted in recruiting, hiring and training of team members.

Guest Services Manager

Marriott Shoals Hotel & Spa
09.2014 - 10.2016
  • Developed and implemented strategies to improve guest experiences and build loyalty.
  • Maintained high employee satisfaction and performance with hands-on and collaborative style.
  • Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
  • Created and delivered effective training materials and courses.
  • Reviewed upcoming events and planned for expected challenges.
  • Set and managed policies for concierge services and guest relations.
  • Led weekly team meetings to communicate upcoming promotions and current GSS metrics.

Education

Bachelor of Science - Marketing And Sales

Purdue Global University
Davenport, IA
04.2017

Skills

  • Guest Satisfaction
  • Interpersonal
  • Records Management Systems
  • Outstanding Communication Skills
  • Operational Efficiency
  • Guest Experiences
  • Rooms Division
  • Hotel Marketing
  • Guest Complaint Resolution
  • Vendor Contracts
  • Company Guidelines

Timeline

General Manager

Hampton Inn Milwaukee
02.2022 - 07.2023

Assistant General Manager

Courtyard By Marriott
12.2021 - 02.2022

Assistant General Manager

Holiday Inn Express-New Berlin
06.2021 - 02.2022

Front Office Supervisor

Sheraton Milwaukee Brookfield Hotel
08.2018 - 02.2022

Assistant General Manager

Holiday Inn Express
10.2016 - 08.2018

Guest Services Manager

Marriott Shoals Hotel & Spa
09.2014 - 10.2016

Bachelor of Science - Marketing And Sales

Purdue Global University

Similar Profiles

CREATE PROFILE
Theresa Ball