Tracy Drummond
Portland,OR
Summary
I am a dynamic, highly motivated individual who has spent 17 years developing my expertise. I have a very unique set of qualities and skills that have proven to be very useful and valuable in this industry. I have been trained on many property management systems including PEP, OnQ, Fosse, Opera and others.
Overview
4
4
years of professional experience
Work History
Front Desk Manager
Hampton Inn Suites
Tigard, OR
10.2023 - 01.2024
- Greeted guests upon arrival and checked them in to their rooms.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Organized daily room assignments and ensured all necessary paperwork was completed accurately.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Ensured the front desk area was clean and presentable at all times.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Assisted with training new staff members on front desk procedures and policies.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
- Developed systems for tracking customer preferences to improve customer satisfaction ratings.
- Maintained an up-to-date knowledge of hotel services, amenities and promotions.
- Promoted loyalty programs to encourage repeat business from customers.
- Created marketing strategies to increase brand awareness within the local community.
- Analyzed data related to guest satisfaction surveys to identify areas needing improvement.
- Implemented security protocols such as access control systems for entryways into the hotel lobby.
- Responded promptly to emergency situations such as medical emergencies or fire alarms according to established procedures.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Managed customer complaints and rectified issues to complete satisfaction.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
- Managed guest check-in and check-out procedures, reservations and payments.
- Oversaw cash and credit card payment transactions at the front desk.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Resolved guest complaints promptly and followed-up to verify restored satisfaction.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Welcomed large volume of guests and improved overall customer service.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Created and optimized employee schedules for shift coverage.
- Monitored reservations to track incoming parties and special events.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Responded to guest reviews on TripAdvisor, Booking.com and other websites typically within 48 hours.
- Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
- Facilitated successful front desk operations for high-volume hotel.
- Balanced hotel accounts at end of each shift.
- Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Conducted transactions, confirming patient information and processing according to standard protocol.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Completed financial audits on scheduled basis.
- Provided concierge services for guests.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
Task Force General Manager
ESA
Portland, OR
08.2022 - 07.2023
- Collaborated with other departments within the organization to coordinate efforts related to task forces assignments.
- Coordinated resources from outside vendors or contractors when necessary in order to meet specific goals or objectives.
- Implemented quality control measures throughout the life cycle of a project in order to ensure best practices were followed.
- Resolved conflicts between staff members or stakeholders that arose during the course of a project.
- Maintained accurate records of all tasks completed by the task force as well as any issues encountered along the way.
- Communicated regularly with senior management regarding progress on tasks assigned by the Task Force General Manager.
- Developed reports summarizing accomplishments achieved by the Task Force over time.
- Participated in industry events such as conferences or seminars related to managing effective task forces.
- Facilitated communication between different teams working on individual tasks within a given project.
- Acted as a liaison between internal teams and external partners involved in joint venture projects managed by the Task Force General Manager.
- Developed and implemented strategies to optimize task force performance.
- Negotiated with stakeholders to ensure successful completion of projects.
- Managed a team of 30+ staff members, providing guidance and support as needed.
- Created detailed project plans for each task force assignment.
- Oversaw the development of new processes, procedures and policies related to task force operations.
- Ensured compliance with all applicable regulations and laws governing task force activities.
- Conducted regular meetings with staff and stakeholders to review progress on tasks and objectives.
- Identified areas for improvement in task force operations and developed plans for addressing them.
- Monitored budgets and expenditures associated with task force initiatives, ensuring fiscal responsibility was maintained at all times.
- Analyzed data related to task force activities, making recommendations based on findings.
- Provided training opportunities for staff members in order to improve their effectiveness in completing tasks assigned by the Task Force General Manager.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Formed and sustained strategic relationships with clients.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Implemented successful business strategies to increase revenue and target new markets.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Monitored progress by establishing plans, budgets and measuring results.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Mitigated business risks by working closely with staff members and assessing performance.
- Implemented campaigns and promotions to help with developing goods and services.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
General Manager
Best Western Premier
Portland, OR
05.2022 - 11.2022
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Oversaw product development initiatives from concept through completion stages.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Ensured compliance with local health department regulations regarding food safety standards.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Developed marketing strategies designed to increase brand awareness within target markets.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Trained employees on duties, policies and procedures.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
- Supervised employees through planning, assignments and direction.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Administered employee discipline through verbal and written warnings.
- Tracked monthly sales to generate reports for business development planning.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Guided management and supervisory staff to promote smooth operations.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Led employee evaluations with constructive feedback to boost performance.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Designed sales and service strategies to improve revenue and retention.
- Developed service and sales strategies to improve retention and revenue.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Implemented successful business strategies to increase revenue and target new markets.
- Monitored progress by establishing plans, budgets and measuring results.
- Formed and sustained strategic relationships with clients.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Mitigated business risks by working closely with staff members and assessing performance.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
Assistant Manager
Courtyard by Marriott
Portland, OR
04.2020 - 02.2021
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- 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 customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Maintained up-to-date knowledge of company products and services.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Collaborated with management on developing strategic plans for achieving business goals.
- Communicated regularly with customers to gain insights into their needs.
- Established processes for monitoring customer satisfaction levels.
- Created reports on sales trends, inventory levels, and financial data.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Implemented new procedures or systems to improve efficiency within the organization.
- Facilitated interdepartmental communication by attending meetings or providing updates.
- Supervised daily operations including scheduling shifts, assigning duties.
- Served as a liaison between staff members and senior management personnel.
- Identified cost-saving measures that could be implemented without compromising quality standards.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Completed inventory audits to identify losses and project demand.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Assisted with developing and implementing marketing strategies to improve sales and profitability.
- Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned work and monitored performance of project personnel.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Produced thorough, accurate and timely reports of project activities.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Analyzed business performance data and forecasted business results for upper management.
- Proposed or approved modifications to project plans.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Education
Associate of Applied Science - Criminal Justice
Lane Community College
Eugene, OR05-2003
GED -
Pleasant Hill High School
06-1996
Skills
- System Updates
- Quality Assurance
- Process Improvement
- Documentation and Reporting
- Daily Reporting
- Account Changes
- Reservation Management
- Staff Supervision
- Effective Planning
- Administrative Support
- Listening Skills
- Property Management Systems
- VIP Priority Options
- Customer Service Expertise
- Property Tours
- Quickbooks
- Guest Services
- File Management
- Time Management
- Hospitality Management
- Revenue Enhancement
- Report Preparation
- Conflict Management
- Problem-Solving
- Operations Management
- Budgeting and Finance
- Customer Service Management
- Shift Scheduling
- Complaint Management
- Revenue Management
- Policy Enforcement
- Room Assignments
- Inventory Oversight
- Guest Check-In and Check-Out
- Oral and Written Communications
- Credit and Cash Payments
- Multi-Line Phone Systems
- Check-In and Check-Out Procedures
Timeline
Front Desk Manager
Hampton Inn Suites
10.2023 - 01.2024
Task Force General Manager
ESA
08.2022 - 07.2023
General Manager
Best Western Premier
05.2022 - 11.2022
Assistant Manager
Courtyard by Marriott
04.2020 - 02.2021
Associate of Applied Science - Criminal Justice
Lane Community College
GED -
Pleasant Hill High School