Tiqua Kindell-Dieng
Assistant General Manager
Atlanta,GA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
20
20
years of professional experience
8
8
Notary GA, CRP/ AED, ONQ, PEP, OPRA, Flossie, Holidex
Work History
Assistant General Manager
Hampton Inn By Hilton
Emerson, GA
02.2023 - Current
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- I
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Collaborated with other departments to establish productive and timely completion of projects.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Managed team schedule with eye for coverage needs and individual strengths.
Assistant General -Hotel-Manager
Global Hotel Group/ Hampton Inn By Hilton
McDonough, GA
10.2022 - 12.2022
- Cross-trained existing employees to maximize team agility and performance.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Increased customer service ratings through personable service.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Maximized performance by monitoring daily activities and mentoring team members.
Night Manager
Legacy Venture
Atlanta, GA
08.2021 - 10.2022
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Created nightly shift task lists to assign duties to each employee.
- Trained and mentored new and existing staff to achieve best practices.
- Increased customer service ratings through personable service.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Developed and implemented marketing strategies to promote hotel services.
- Supervised team of 25 Hotel staff and helped to resolve issues arising during shifts.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Created and managed accurate occupancy forecasts and budgets.
- Developed and implemented promotional strategies to increase occupancy.
Front Desk Supervisor
Commonwealth Hotels
Kennesaw, GA
02.2021 - 09.2021
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Collected room deposits, fees, and payments.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Resolved guest complaints by addressing issues with rooms promptly.
Operations Manager
Black Diamond Group
Jacksonville, FL
09.2018 - 11.2021
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Assisted in recruiting, hiring and training of team members.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Trained new employees on proper protocols and customer service standards.
- Reported issues to higher management with great detail.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Night Aduit Manager
Hilton Garden Inn Hotel
Elmsford, NY
06.2018 - 06.2019
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Proved successful working within tight deadlines and a fast-paced environment.
- Learned and adapted quickly to new technology and software applications.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Kept employees operating productively and working on task to meet business and customer needs.
Front Desk Office Manager/Night Audit Manager
Embassy Suites by Hilton
Jacksonville, FL
11.2017 - 11.2018
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Prepared agendas and took notes at meetings to archive proceedings.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
District Manager
The Syndicate
The Bronx, NY
06.2016 - 09.2017
- Managed over {60} accounts within 7 states .
- Adhered to state and federal regulations covering industry activities.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Developed customer loyalty programs to increase customer satisfaction.
- Analyzed service reports to identify areas of improvement.
- Resolved customer complaints in professional and timely manner.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
Education
Hotel, Motel, And Restaurant Management
Monroe College
The Bronx, NY05.1996
Skills
- Quality Assurance
- Hospitality Management
- Employee Development
- Staff Supervision
- VIP Services
- Staff Scheduling
- Inventory Accuracy
- Customer Engagement
- Cash Handling
- Hotel Signage
- Guest Accommodations
- Problem-Solving
- Excellent Communication
- MS Office
- Self-Motivated
- Organization and Time Management
- Planning and Coordination
- Training and Development
Certification
- CM - Certified Manager Certification
- Certified Hotel Administrator
- Licensed CRP -First Aid AED Trained - with in the last six months
- Certified On Q,
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Assistant General Manager
Hampton Inn By Hilton
02.2023 - Current
Assistant General -Hotel-Manager
Global Hotel Group/ Hampton Inn By Hilton
10.2022 - 12.2022
Night Manager
Legacy Venture
08.2021 - 10.2022
Front Desk Supervisor
Commonwealth Hotels
02.2021 - 09.2021
Operations Manager
Black Diamond Group
09.2018 - 11.2021
Night Aduit Manager
Hilton Garden Inn Hotel
06.2018 - 06.2019
Front Desk Office Manager/Night Audit Manager
Embassy Suites by Hilton
11.2017 - 11.2018
District Manager
The Syndicate
06.2016 - 09.2017
Hotel, Motel, And Restaurant Management
Monroe College
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