Tiffany Rucker
Norwalk,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
General Manager
Wag Hotels
Carson
10.2020 - Current
- Overall role is to lead the company’s operation effort in order to support hotel growth and profitability goals.
- Hire, recruit and retain talent
- Foster a culture of client service
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Development of managers and associates at all levels within the hotel
- Manage labor and costs to meet our P&L needs
- Created schedules and monitored payroll to remain within budget.
- Work with Executive team to develop new policies
- Execute company policies as written
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Monitored daily operations of multiple locations including scheduling shifts for staff members.
- Developed and implemented strategies to improve client service, and operational efficiencies across multiple locations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Assistant Manager
Wag Hotels
Los Angeles
11.2019 - Current
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Provided guidance and support to team members on daily tasks and operations.
- Developed a system for tracking inventory and ordering supplies as needed.
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed client concerns and inquiries in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Implemented new procedures or systems to improve efficiency within the organization.
- Supervised daily operations including scheduling shifts, assigning duties.
- Collaborated with General manager to develop strategies for achieving sales and profit goals.
Client Service Lead
Wag Hotels
Los Angeles
07.2018 - Current
- Surpassed sales goals through implementation of successful incentive planning resulting in 25k increase from May 2019-December 2019.
- Provide the highest quality of client service.
- Maintaining open lines of communication between departments and clients.
- Maintain medical and behavioral records of all guests using our online database.
- Manage guest check-ins/check-outs, processing online reservations, and responding to all client inquiries via email, over the phone, or face to face.
- Developed and maintained relationships with clients through regular communication.
- Identified opportunities for process improvements within client services department.
- Performed troubleshooting activities when necessary in order to resolve any client concerns quickly and efficiently.
- Trained new staff members on company policies, procedures and best practices related to client services.
Shift Lead
Wag Hotels
Los Angeles
11.2016 - Current
- Communication- includes written and oral communication. Shift leads are expected to check in with management team daily, communicate guest, employee and client concerns as they arise, coordinate meeting agendas, and attend all departmental meetings. Shift leads also need to possess the ability to effectively communicate with employees and clients.
- New Hire Training - including hands on training of new hires, managing & updating training check lists, and sending out weekly training updates to management team & fellow shift leads. This also includes making recommendations to the management team about employees who may be good candidates for cross training, be better suited in a different department, or show signs that they may not be a good fit for the position.
- Hotel Cleanliness - including daily and weekly facility walk trough’s, upkeep of the tour route, ensuring rooms are clean, dishes & laundry completed in a timely manner, and storage areas are kept clean and organized. Also includes misc. projects as assigned.
- Deep Clean Management - includes working with the Operations Manager on scheduling deep cleans, ensuring deep clean is being properly completed, and managing completing in a timely manner.
- Guest Behavior & Health - Ability to recognize and anticipate guest health and behavior concerns. This includes evaluating guest health and behavior, making decisions regarding needs for grooming/bathing, room and amenity changes, specialized care, and vet care. Also includes communicating those needs to the client as well as the team and making proper notation in animal software system.
- Employee Issues - Ability to identify employee issues such as poor work quality, dress code violations, cell phone violations, minor attendance issues, and other policy violations. Also includes taking steps to rectify the issue and document those situations via email to the management team.
- Client Concerns - Ability to resolve client concerns by showing genuine concern and empathy to the client and offering a discount or comp service when needed. Also includes communicating these concerns to the management team through proper format of client concern emails and notation in the animal software system.
- Emergency Protocol - Ability to operate both front and back of house in an emergency situation.
- Facility Maintenance - includes knowledge of maintenance google doc, knowledge of vendor list, Zamboni maintenance, and ability to communicate needs for maintenance and repairs to management team.
- Inventory & Ordering - includes taking weekly inventory and placing supply orders when needed. Shift leads should work with Operations Manager on inventory and ordering schedule.
Assistant Manager
PetSmart
Long Beach
07.2011 - 08.2015
- Review financial statements, sales or activity reports, or other performance data to measure productivity or goal achievement or to identify areas needing cost reduction or program
- Direct administrative activities directly related to making products or providing services
- Prepare staff work schedules and assign specific duties
- Monitor supplies
- Genuinely engage with all pets and pet parents, understanding the unique personalities of their pets
- Provide unique solutions and additional service options to pet parents to ensure their pet’s stay is as comfortable as possible
- Spend quality time with the animals in our care—including feeding, dispensing medication, exercising and, most importantly, being there to play and comfort them during their stay!
- Lead and motivate encourage a team of dedicated PetsHotel associates to provide an unforgettable customer experience
- In the absence of the PetsHotel Manager you will perform additional duties and responsibilities as needed
- Foster an environment where pet comfort and safety is of the upmost priority
Education
High school or equivalent - General Education
Long Beach Polytechnic High School
06.2009
Skills
- P&L Management
- Client Relationship Management
- Staff Management
- Process Improvements
- Recruitment and Staffing
- Scheduling
- Performance Management
- Payroll
- Company Policies
- Employee Retention
- Employee Evaluations
- New Employee Orientation
- Succession Planning
- Labor Relations
- Team Development
- Coaching and Mentoring
- Community Outreach
Work Authorization
Authorized to work in the US for any employer
Personal Information
Willing To Relocate: Anywhere
Awards
Google Review Rating, 10/1/22 and 10/1/23, 4.5 Yelp Review Rating, 10/1/22, 4.5 Highest Sales Increase, 10/1/22 Revenue Plan 10/1/23, Best Boarding 10/1/23
References
References available upon request.
Timeline
General Manager
Wag Hotels
10.2020 - Current
Assistant Manager
Wag Hotels
11.2019 - Current
Client Service Lead
Wag Hotels
07.2018 - Current
Shift Lead
Wag Hotels
11.2016 - Current
Assistant Manager
PetSmart
07.2011 - 08.2015
High school or equivalent - General Education
Long Beach Polytechnic High School
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