Tiffany Murphy
Frederick,MD
Summary
Authorized to work in the US for any employer Energetic Hotel Manager enthusiastic about delivering superior service to every guest. Successful at decreasing expenses while simultaneously achieving an increase in quality of service and guest satisfaction scores. History of driving company growth through recruting/training and training/mentorship.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Operations Manager
Hampton Inn and Suites
09.2021 - Current
Director of Sales & Marketing
Jappel Tech
01.2018 - Current
Contractor South
Florida
01.2017 - 04.2020
- Customized, implemented and trained Zoho CRM Digital Marketing department focused on selling web services/SEO to new and current IT customers.
- Hired/Vetted contractors to perform work orders for computer repair, IT support, home/office automation etc
- Developed and ran a direct marketing campaign as well as SEO campaigns.
- Created a Digital Marketing division focused on selling new and current IT customers managed services.
- Managed content/updates for websites and all online platform such as Instagram, Facebook, LinkedIn, Twitter, and Youtube.
- Hired and oversaw subcontractors to meet project needs.
General Manager
Pipeline Workspaces
01.2018 - 01.2020
- Led operational activities encompassing recruitment, training, brand alignment, marketing, safety, and revenue generating strategies
- Met financial and occupancy targets within the first 6 months, by the end of 2019 met consistent goals of 105% occupancy and achieved $76K per month (up by 50%)
- Prepared monthly and quarterly financial, profitability, and operational reports to Operations Director and Owners
- Liaise with the accounting department on all monthly financial reporting
- Spearheaded effective team building strategies to achieve measurable improvements in upselling and meeting targets
- Built community relations by hosting annual food drives, monthly in-house events, and enhanced brand awareness by attending local events through affiliations/networking groups
- Maintained competitive rates via excellent knowledge of local market, availability, rates and amenities offered
- Top negotiator to meet financial targets and responsible for preparing lease contracts and partnership agreements
- Oversaw and ensured that all operational systems are in working order and escalate outages/problems to the appropriate corporate contact and/or vendor
- Ensured renewals are proactively managed by meeting face to face with members prior to their notice period to determine next steps/growth opportunities/upsell opportunities.
Operations/Sales Manager
Confidental Company
01.2017 - 01.2018
- Responsible for Sales Agent: on-boarding, agent set-up, training, mentoring, personal development, daily performance, ensuring all aspects of company policies and program guidelines are followed, quality assurance with 100% compliance rate
- Daily duties included but not limited to: New hire training; ongoing developmental training/product knowledge; hands on troubleshooting; 2nd voice close/TO; retention; daily, weekly, monthly motivating incentives; positive team morale; coach/council; manage dialer, CRM, and other applications to maximum productivity and increase overall revenue
- Developed and rolled out new lead generating programs/operational strategies which resulted in a significant increase overall revenue while simultaneously decreasing overall operating cost.
General Manager
The Inn at Black Olive
01.2015 - 01.2017
- Facilitated day-to-day operations of the hotel including but not limited to Front Office, Human
- Resources, Accounting/Payroll, Purchasing, Sales/Marketing, and Rate/Revenue Management
- Established sales and marketing strategies to achieve maximum revenue growth after change in ownership
- Through developing a strong clientele base with local Corporations Occupancy/ADR increased by 38% within the first year
- Developed weekly/monthly/annual forecast and budget; lead weekly meetings with the Regional team to ensure we are exceeding goals to maximize Revenue
- Ensured building is up to code with current inspections required by law; oversee property maintenance via Contract Labor
- Increased guest satisfaction and online reputation is a direct result from the implementation of
- Standard Operating Procedures after ownership/brand change.
Assistant General Manager
Hotel Indigo
01.2014 - 01.2015
- Principal responsibility for all vital functions of hotel and business operations including, but not limited to, Front Office management, Human Resources, Accounting/Payroll, Purchasing, Sales/Marketing, and
- Rate/Revenue Management
- Constructed and developed departmental specific hotel opening procedures to formulate an effective and resourceful operation and maximize revenue
- Recruited/Hired/Trained front office/bell/housekeeping staff on Opera operating system, brand standards, hotel policies, and guest services procedures
- Strategically monitor hotel budgets to maximize hotel revenue; provide progressive analysis at weekly/ monthly Executive Committee/Corporate meetings.
On Duty Manager
Hilton Warren Place
01.2013 - 01.2014
- Performed all front office positions when necessary including Night Audit, bell stand, valet, PBX, and
- Front Desk
- Monitored the measurement and delivery of guest service consistent with the service standards and brand attributes
- Developed and implemented a continuous training program to ensure team members maintain service and brand standards to exceed guest expectations and raise service scores
- Promptly and efficiently resolved guest complaints and issues
- Participated in the formulation of selling strategies and rate structures to maximize profitability.
Front Office Supervisor
Holiday Inn
01.2011 - 01.2013
- Successfully maintained operations of the front desk and aid in other departments when necessary
- Trained new employees and ensured adherence to all hotel and brand standards while maximizing the guest experience
- Prepared and distributed daily reports for the hotel's General Manager and Corporate Office to aid in forecasting.
Master at Arms
01.2007 - 01.2011
- Certified Navy small boat Coxswain/Crewmen
- Responsible for all Marina Operations including but not limited to: 25+ Crew & 15 Boats.
Education
High School Diploma -
Francis Scott Key High School
Union Bridge, MDSkills
- Digital Marketing
- Forecasting
- Revenue Management
- Hotel Reservations
- Employee Development
- Social Media Networking
- Vendor Interaction
- Staff Supervision
- Safety Procedures
- Strategic Planning
- Cash Handling
- Quality Assurance
- Hospitality Management
- Guest Experiences
- Hotel Marketing
- Staff Training
- Rooms Division
- Brand Management
- Search Engine Optimization (SEO)
- Operational Systems Monitoring
- Software Troubleshooting
- Staff Management
- Budget Development
- Project Oversight
- G-Suite
- Employee Scheduling
Certification
State of Maryland-Certified Pool Operator
Hilton Front Office Academy
Hilton Front Office Management, Maryland Pool Operator
Attended and completed Hilton Front Office Academy
Certified State of Maryland Commercial Pool Operator-License valid and up to date
Timeline
Operations Manager
Hampton Inn and Suites
09.2021 - Current
Director of Sales & Marketing
Jappel Tech
01.2018 - Current
General Manager
Pipeline Workspaces
01.2018 - 01.2020
Contractor South
Florida
01.2017 - 04.2020
Operations/Sales Manager
Confidental Company
01.2017 - 01.2018
General Manager
The Inn at Black Olive
01.2015 - 01.2017
Assistant General Manager
Hotel Indigo
01.2014 - 01.2015
On Duty Manager
Hilton Warren Place
01.2013 - 01.2014
Front Office Supervisor
Holiday Inn
01.2011 - 01.2013
Master at Arms
01.2007 - 01.2011
High School Diploma -
Francis Scott Key High School