Veronica London
Pearland,TX
Summary
Resilient and organized General Manager proficient in organizing schedules, managing inventory and enhancing financial controls. Effectively plan sales strategies, coordinate service initiatives and motivate employee excellence. Recognize team weaknesses and optimize plans to drive growth. Motivated Assistant Operations Manager develops and implements operational plans and schedules. Comprehensive understanding of desirable fiscal management and strategic guidance practices. Mindful prioritizer addressing organizational objectives with thorough task-completion roadmaps. 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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level management position. Ready to help team achieve company goals.
Overview
23
23
years of professional experience
Work History
Assistant Manager of Operations
Sleep Inn And Suites
2023.01 - Current
- Enhanced employee productivity through regular training sessions and performance evaluations.
- Reduced operational costs by identifying areas of improvement and implementing cost-saving measures.
- Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively.
- Assisted in budget planning and tracking, ensuring financial targets were met or exceeded.
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Coordinated with other departments to improve overall company efficiency and effectiveness.
- Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.
- Evaluated employee performance regularly, offering constructive feedback while recognizing outstanding achievements as appropriate.
- Maintained accurate records of all transactions within the department to facilitate transparent reporting systems.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Coordinated with General Manager in different operational issues and promotional activities.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Reduced operating expenses by negotiating with vendors and optimizing resource management.
- Enhanced the hotel''s online presence through targeted marketing campaigns and social media engagement.
- Developed strong partnerships with local businesses to create exclusive offers and packages for hotel guests.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Oversaw all aspects of event planning, from contract negotiation to day-of coordination, resulting in successful events and satisfied clients.
- Monitored safety procedures to ensure a secure environment for both guests and employees.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Streamlined check-in/check-out processes by introducing new technology solutions, reducing wait times for guests.
- Coordinated renovations projects, minimizing disruptions to guests while improving the overall aesthetic of the property.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Maintained strict adherence to budgetary guidelines while allocating resources effectively across departments.
- Improved the quality of food offerings in on-site restaurants by working closely with chefs on menu development and presentation techniques.
- Ensured compliance with all local, state, and federal regulations related to hotel operations and licensing requirements.
- Organized staff training sessions on topics such as effective communication skills, conflict resolution techniques, time management tips.
- Collaborated with sales teams on promotional strategies designed to drive increased interest in lodging at our establishment.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- 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.
- Provided exceptional service and assistance to guests upon check-in.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Provided services efficiently and with high level of accuracy.
- Developed and implemented marketing strategies to promote hotel services.
- Increased customer service ratings through personable service.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Prepared monthly resort audits for review.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Supervised 7 front desk agents and helped to resolve issues arising during shifts.
- Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Oversaw day-to-day operations of 66-room hotel with staff of 22 employees.
- Implemented successful strategies to increase customer satisfaction.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Evaluated and promptly resolved lodging facility operational issues.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Developed and implemented promotional strategies to increase occupancy.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Fostered safe lodging environment with reliable and effective security services.
- Assisted with development and distribution of marketing materials for facility.
- Created and managed accurate occupancy forecasts and budgets.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Cultivated lasting relationships with key community members via outreach efforts aimed at fostering support for our business among locals.
- Developed comprehensive emergency response plans to prioritize safety during crisis situations.
- Communicated with customers to assess satisfaction with products and services received.
General Manager
LaQuinta Inn & Suites Pearland
2019.06 - 2023.01
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Improved overall guest satisfaction by implementing well-coordinated staff training programs and exceptional customer service initiatives.
- Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
- Managed daily operations for smooth functioning of the hotel, ensuring high-quality standards in all departments.
- Streamlined front office procedures to enhance efficiency and improve check-in/check-out experiences for guests.
- Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
- Implemented preventive maintenance programs, assuring optimal condition and functionality of hotel facilities and equipment.
- Fostered a positive work environment by promoting teamwork, open communication, and continuous employee development opportunities.
- Launched successful loyalty programs to retain valuable customers and boost repeat business visits.
- Established strong relationships with vendors, negotiating favorable contracts for goods and services vital to hotel operations.
- Enhanced food and beverage offerings by collaborating with culinary teams on menu development, presentation standards, and pricing strategies.
- Maximized revenue generation through strategic room pricing, inventory management, and upselling techniques at the front desk.
- Conducted regular performance evaluations for staff members to encourage professional growth and identify areas for improvement.
- Ensured compliance with industry regulations as well as health and safety guidelines within all aspects of hotel operations.
- Organized special events and promotions to attract new clientele while maintaining excellent relations with existing guests.
- Collaborated with sales teams on targeted campaigns to increase bookings from corporate clients or group travelers during low-occupancy periods.
- Initiated sustainability practices that reduced energy consumption levels without compromising guest comfort or operational efficiency.
- Encouraged community involvement by partnering with local organizations and sponsoring events that benefit the area.
- Oversaw renovations and refurbishments, ensuring minimal disruption to guests while enhancing overall property aesthetics and functionality.
- Implemented innovative guest amenities to stay ahead of industry trends, distinguishing the hotel from competitors and offering unique experiences.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- 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.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Supervised team of 8 front desk agents and helped to resolve issues arising during shifts.
- Increased customer service ratings through personable service.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Provided exceptional service and assistance to guests upon check-in.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Provided services efficiently and with high level of accuracy.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Prepared monthly resort audits for review.
- Developed and implemented marketing strategies to promote hotel services.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
- Implemented successful strategies to increase customer satisfaction.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Evaluated and promptly resolved lodging facility operational issues.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Oversaw day-to-day operations of 56-room hotel with staff of 19 employees.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Created and managed accurate occupancy forecasts and budgets.
- Developed and implemented promotional strategies to increase occupancy.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Assisted with development and distribution of marketing materials for facility.
- Fostered safe lodging environment with reliable and effective security services.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Senior Senior Specialist II
J.P. Morgan Chase
2014.03 - 2019.10
- Enhanced team productivity by implementing efficient project management strategies.
- Developed comprehensive training programs for new hires, resulting in faster onboarding and better overall performance.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Conducted thorough market research to identify new business opportunities, leading to increased revenue streams.
- Led a team of professionals in executing strategic objectives, achieving key milestones ahead of schedule.
- Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
- Mentored junior staff members, fostering professional development and nurturing future leaders within the organization.
- Introduced innovative solutions to address critical business challenges, driving significant improvements in performance metrics.
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
- Conducted regular performance reviews for team members, providing constructive feedback that encouraged continuous improvement.
- Played a key role in shaping company culture by promoting core values such as integrity, accountability, and teamwork among employees.
- Supported department leadership in implementing new policies, procedures and controls.
- Conducted independent technical reviews of current processes and records to proactively identify and correct process and system issues.
- Led projects by coordinating schedules, organizing resources and delegating work to meet deliverable and timeline requirements.
- Drove organizational growth by identifying areas for expansion and spearheading initiatives focused on market penetration and increased sales.
- Ensured compliance with industry regulations by keeping abreast of changes in legislation and updating internal policies accordingly.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Offered coaching and resources to help program participants maintain progress and achieve goals.
- Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Assisted with staff training to enforce quality, safety and sanitation guidelines.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Gathered, organized and input information into digital database.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Generated reports detailing findings and recommendations.
Program Coordinator
Dekalb County Government
2001.01 - 2013.02
- Enhanced program efficiency by streamlining processes and implementing innovative solutions.
- Developed effective communication strategies for improved collaboration among team members, resulting in increased productivity.
- Managed budgets and resources for successful execution of multiple programs simultaneously.
- Coordinated cross-functional teams to ensure timely completion of program deliverables, maintaining project schedules and meeting objectives.
- Implemented evaluation tools to measure program effectiveness, utilizing data-driven insights for continuous improvement.
- Established strategic partnerships with external organizations, expanding program reach and impact.
- Assisted in the development of grant proposals, securing funding for vital program initiatives.
- Created comprehensive reports on program progress, presenting findings to stakeholders and adjusting strategies as needed.
- Led training sessions for staff and volunteers, fostering a knowledgeable and cohesive team environment.
- Organized events and workshops to engage participants, enhancing their learning experience within the program framework.
- Developed marketing materials to promote program offerings, increasing awareness and participation rates among target audiences.
- Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
- Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
- Conducted market research to identify trends and potential opportunities for program growth or expansion.
- Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
- Monitored performance metrics closely to evaluate areas requiring intervention or adjustment, making data-informed decisions that contributed positively towards overall results.
- Cultivated a collaborative work culture by encouraging open communication channels among team members which led increased job satisfaction rates amongst employees.
- Ensured seamless handover between different stages of projects by creating standard operating procedures that guided staff involved in various aspects of each task.
- Optimized resource allocation by using data analysis techniques to determine the most effective way of balancing project priorities and personnel availability, ultimately meeting deadlines with high-quality outcomes.
- Championed program improvement initiatives based on stakeholder feedback, demonstrating adaptability and a commitment to excellence.
- Developed and maintained relationships with external partners to facilitate program operations.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Collaborated with other program coordinators to achieve consistency in program objectives and services.
- Created and delivered program training and education to keep participants knowledgeable about program and provide necessary skills to participate productively.
- Kept program-related data accurate, up-to-date and easily accessible for accessibility.
- Provided ongoing direction and leadership for program operations.
- Analyzed program data by tracking and reporting program outcomes to identify areas of improvement.
- Organized and managed program development from conception through successful execution.
- Developed program marketing and outreach strategies to increase awareness and attract new participants.
- Tracked and reported expenses accurately to manage program budgets.
- Motivated and directed staff to align operations with organizational mission using appropriate training initiatives and presentations.
- Coordinated program logistics to keep all relevant materials and equipment available and in good condition.
- Designed program implementation and maintenance plan.
- Assisted with grant writing and fundraising efforts to secure funding and sustain program long-term.
- Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance.
- Provided technical support to staff with necessary resources to carry out duties successfully.
- Monitored programming schedules, conformance to guidelines and quality.
- Oversaw staff schedules and assignments to handle programming demands.
- Developed and recommended policies and procedures for evaluating programs.
- Created and enforced programming standards to maintain compliance with regulatory requirements.
- Monitored programming trends to keep content relevant and up-to-date.
- Developed and implemented new media programming strategy that increased viewership.
- Improved program offerings based on changing trends, audience feedback and directives from station owners.
- Scheduled and monitored programming to air content as planned.
- Developed new program and feature ideas for station.
- Facilitated programming by coordinating resources and deliverables between departments.
- Verified accuracy of program laws and compliance with FCC rules and regulations.
- Helped directors resolve production, casting and budgeting issues impacting station performance.
Education
No Degree - Mass Communication
Loyola University New Orleans
New Orleans, LA12.2026
Skills
- Purchasing and Planning
- Employee Supervision
- Training and Mentoring
- Project Management
- Scheduling Coordination
- Organizational Skills
- Customer Service
- Attention to Detail
- Delegation Skills
- Inventory Control
- Team Leadership
- Time Management
- Strategic Planning
- Financial Reporting
- Decision Making
- Quality Assurance
- Staff Training
- Problem Solving
- Microsoft Office Proficiency
- Policy Enforcement
- Performance Tracking
- Operational Planning
- Scheduling and Coordination
- Operations Management
- Customer Engagement
- New Employee Hiring
- Customer Service Management
- Employee Development
- Performance Improvement
- Program Administration
- Schedule Management
- Customer Retention
- Records Organization and Management
- Staff Scheduling
- Performance Evaluations
- Staff Training/Development
- Relationship Building
- Employee Reviews
- Staff Management
- Administrative Management
Timeline
Assistant Manager of Operations
Sleep Inn And Suites
2023.01 - Current
General Manager
LaQuinta Inn & Suites Pearland
2019.06 - 2023.01
Senior Senior Specialist II
J.P. Morgan Chase
2014.03 - 2019.10
Program Coordinator
Dekalb County Government
2001.01 - 2013.02
No Degree - Mass Communication
Loyola University New Orleans
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