Wendy Ross
Townsend,TN
Summary
Energetic Campground Manager enthusiastic about delivering superior service to every guest. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Campground Manager
Mountaineer Campground, LLC
2022.06 - Current
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- 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.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Implemented successful strategies to increase customer satisfaction.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Developed and implemented promotional strategies to increase occupancy.
- Assisted with development and distribution of marketing materials for facility.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Oversaw day-to-day operations of 3 cabins and 43 RV sites with staff of 2 employees.
- Evaluated and promptly resolved lodging facility operational issues.
- Handled all book keeping to include paying invoices, receiving payments, making daily deposits and reconciling bank statements to match Campspot software.
Business Manager
The Lily Barn LLC
2021.05 - 2022.06
- Managed several businesses under The Lily Barn, LLC such as: The Chocolate B'ar, The Abbey, Little River Campground, Miss Lily's Catering, Lily Barn Events and Weddings and Lily Barn Cabin Rentals.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Scheduled work hours for 15-25 employees to achieve adequate manpower coverage.
- Maintained and handled all employee paperwork, timesheets and payroll
- In charge of accounts receivable and payables for all businesses.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival and offered assistance.
- Increased customer service ratings significantly through personable service.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Implemented successful strategies to increase customer satisfaction.
- Maintained Cleaning schedule for cabin cleaner's and performed cabin inspections to insure quality of cleaning.
Office Administrator
Quality Farm And Ranch Center
2018.04 - 2021.05
- Interacted with customers by phone, email, or in-person to provide information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Reconciled account files and produced monthly reports.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Completed bi-weekly payroll for 70 employees
- Managed and properly accounted for petty cash issued to facilitate general office activities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Monitored and oversaw general cleaning of office in line with company cleanliness standards.
Education
Physical Education Teaching And Coaching
Mesa State College
Grand Junction, COHigh School Diploma -
Horizon High School
Brighton, CO06.1994
Skills
- Campspot software certified
- Budget Management
- Inventory Management
- Computer Skills
- Personnel Supervision
- Teamwork and Leadership
- Guest Services
- Interviewing and Hiring
- Guest Accommodations
- Front Desk Management
- Vendor Interaction
- Social Media Networking
- Reservations Management
- Guest Registration
- Customer Service
- Policy and Procedures
- Payment Processing
- Operational Efficiency
Certification
- Campspot Certification
Timeline
Campground Manager
Mountaineer Campground, LLC
2022.06 - Current
Business Manager
The Lily Barn LLC
2021.05 - 2022.06
Office Administrator
Quality Farm And Ranch Center
2018.04 - 2021.05
Physical Education Teaching And Coaching
Mesa State College
High School Diploma -
Horizon High School
- Campspot Certification
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