Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tiki Dennis

Tampa

Summary

My goal is to become associated with a company where I can utilize my skills and gain further experience while enhancing the company's productivity and reputation.

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

20
20
years of professional experience

Work History

General Manager

Quality Inn & Suits
06.2023 - Current
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Formulated policies and procedures to streamline operations.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Improved operational efficiency by streamlining workflow processes and adopting cutting-edge technology.
  • Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
  • Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
  • Negotiated with suppliers to secure better pricing, reducing operational costs while maintaining product quality.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.

Assistant General Manager

Quality Inn & Suites
06.2022 - Current
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Hired and trained new employees, demonstrating the best methods for serving clients and guests.
  • Booked large groups for weddings, seminars, conferences, and other events, providing the best available room rates.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Supervised a team of 24 and helped to resolve issues arising during shifts.
  • Offered appropriate reservation options based on expected attendees when coordinating events.
  • Provided services efficiently and with a high level of accuracy.
  • Provided exceptional service and assistance to guests upon check-in.
  • Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
  • Increased customer service ratings through personable service.
  • Oversaw day-to-day operations of a 135-room hotel with a staff of 24 employees.
  • Participated in financial activities such as setting room rates, establishing budgets, and allocating funds to departments.
  • Worked within applicable standards, policies, and regulatory guidelines to promote a safe working environment.
  • Used coordination and planning skills to achieve results according to the schedule

Housekeeping Manager

Quality Inn and Conference Center
12.2021 - 06.2022
  • Monitor all the daily operations of the housekeeping department, including the cleanliness of all guest rooms and public areas daily.
  • Lead, hire, and trained hotel housekeeping staff to adhere to our high standards of cleanliness and customer satisfaction.
  • Oversee the housekeeping department budget, take inventory, and ensure there is a stock of adequate cleaning supplies.
  • Document areas cleaned by room attendants and report any issues such as room damage or maintenance requests to the front office.
  • Ensure all cleaning equipment is in proper working condition and make arrangements for repairs as needed.

Stower

Amazon Fulfillment Center
11.2021 - 01.2022
  • Responsible for storing merchandise in assorted-size bins, to be pulled for the fulfillment of orders.
  • All items are inspected for damages, then scanned as they are stowed to ensure virtual and physical locations match the accuracy of inventory to prevent false overages or true shortages.

Front Desk Agent

West Wing Boutique Hotel
06.2021 - 12.2021
  • Checked guests in, issued room keys and provided information on hotel services and room location.
  • Ensured required identification was taken from guests at check-in in line with hotel requirements.
  • Upsold rooms where possible to maximize hotel revenue.
  • Issued, controlled, and released guest safe deposit boxes in line with hotel procedures.
  • Checked guests out, including resolving any late or disputed charges.

Front Desk Supervisor

Quality Inn and Conference Center
10.2018 - 03.2020
  • Supervise the efficient operations of reception including check-in/out procedures.
  • Support team members in handling guest requests and enquires to ensure a positive outcome are achieved.
  • Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from Guests and/or other departments.
  • Demonstrate a high level of customer service at all times.
  • Advise team of any special events or VIP Guests in the hotel for events or for general accommodations.
  • Understand thoroughly all hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties.
  • Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.
  • Ensure Team Members have current knowledge of all room categories, room rates, packages, promotions, local area, and other general product knowledge necessary to perform their duties.
  • Demonstrate positive leadership characteristics, which inspire Team Members to exceed standards.
  • Follow and adhere to company brand standards.

Front Desk Agent

Rodeway Inn Near Ybor City - Casino
02.2018 - 10.2018
  • Answer telephone calls from guests seeking to make or cancel hotel reservations.
  • Greet arriving guests, assign rooms, issue keys, and collect guest payment and billing information.
  • Upon checkout, calculate the guest's final bill and collect payments.
  • Completed night audit.

Inventory Clerk

Coleman
06.2014 - 12.2017
  • Compiled and maintained records of quantity, type, and value of products in stock.
  • Posted totals to inventory records, manually and using a computer.
  • Computed figures from records, such as sales orders, production records, and purchase invoices to obtain a current invoice.

Customer Service Rep

SNI Companies/Waste integration Services
08.2013 - 02.2014
  • Responsible for handling a high volume of incoming calls and emails from customers like Target, Lowe’s, UPS, FedEx, Bed Bath & Beyond, etc.
  • Provided customers with information on the different recycling programs that the company offered and negotiated pricing for the customer on the size container.
  • Placed orders for compactors and front and rear loaders and pallet trailers.

Prior Authorization Representative

Medco Health Solutions Inc
10.2011 - 01.2013
  • Responsible for handling a high volume of calls from existing Medco members regarding their prescription medication.
  • Resolved credit card disputes, and prior authorizations and performed follow-up as requested by members or required by compliance.
  • Handled refill orders, and new prescriptions orders resolved complex billing inquiries and entered account changes and address updates.

Corporate Help Desk

Kforce
06.2005 - 05.2011
  • Responsible for handling inbound calls from internal employees and external clients.
  • Performed complex research on outstanding items including but not limited to password resets, employee relations matters, timecard inquiries, and invoicing.
  • Created cases for any issues that required further research, action, or follow up.
  • Managed cases and emails to the corporate helpdesk.
  • Assigned cases a ticket number, enter requests in the system, delegated to the appropriate department.
  • Entered bonuses for producers, adjusted timecards, and printed, faxed, and emailed invoices to client's education and Training.

Education

Associate of Science - Software Application Development

Rasmussen College
07.2020

Skills

  • Hospitality Management
  • Guest Accommodations
  • Policy and Procedure Adherence
  • Credit Card Transaction Processing
  • Staff Supervision
  • Cash Handling
  • Administrative Support
  • Guest Experiences
  • Hotel Reservations
  • Employee Scheduling
  • Reservation Management
  • Budgeting and Cost Control
  • Brand Management
  • Software Applications
  • Staff Training
  • Team Meetings
  • Employee Performance Evaluations
  • Credit Card Disputes
  • Accounts Payable and Accounts Receivable
  • Customer Inquiries
  • Guest Complaint Resolution
  • Inventory Accuracy
  • Disciplinary Action and Termination
  • Hotel Room Cleaning
  • Revenue Generation
  • Complex Problem-Solving
  • Guest Retention
  • Night Auditing
  • Group Bookings
  • Sales
  • Reconciling
  • Promotions
  • Profit and Loss (P&L)
  • Servsafe
  • Effective leader

Timeline

General Manager

Quality Inn & Suits
06.2023 - Current

Assistant General Manager

Quality Inn & Suites
06.2022 - Current

Housekeeping Manager

Quality Inn and Conference Center
12.2021 - 06.2022

Stower

Amazon Fulfillment Center
11.2021 - 01.2022

Front Desk Agent

West Wing Boutique Hotel
06.2021 - 12.2021

Front Desk Supervisor

Quality Inn and Conference Center
10.2018 - 03.2020

Front Desk Agent

Rodeway Inn Near Ybor City - Casino
02.2018 - 10.2018

Inventory Clerk

Coleman
06.2014 - 12.2017

Customer Service Rep

SNI Companies/Waste integration Services
08.2013 - 02.2014

Prior Authorization Representative

Medco Health Solutions Inc
10.2011 - 01.2013

Corporate Help Desk

Kforce
06.2005 - 05.2011

Associate of Science - Software Application Development

Rasmussen College

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