Monicke Jones
Brunswick
Summary
Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.
Overview
10
10
years of professional experience
2022
2022
years of post-secondary education
1
1
Certification
Work History
General Manager
HOS Management
Brunswick
04.2020 - Current
- Managed labor and property expenses to achieve maximum flow-thru to bottom line.
- Organized staff schedules, balancing workload and operational needs.
- Coordinated renovation and maintenance projects, ensuring compliance with brand standards and safety regulations.
- Administered new hire paperwork and maintained employee files.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Developed and implemented hotel policies and procedures.
- Provided training to staff in customer service, safety, and other topics related to hospitality industry.
- Handled guest complaints professionally and efficiently.
- Ensured compliance with safety regulations in accordance with local laws.
- Resolved conflicts between staff members or guests when necessary.
- Ensured that guests received prompt, courteous attention throughout their stay.
- Monitored inventory levels of supplies such as linen, amenities to ensure adequate availability of items at all times.
- Analyzed sales data from different channels and identified opportunities for improvement in terms of pricing strategies or promotions.
- Prepared reports on occupancy rates, revenue management and profitability metrics for senior management review.
- Oversaw daily housekeeping operations to ensure cleanliness of guest rooms and public areas.
- Assigned duties and monitored performance of all employees in the hotel.
- Managed budgeting processes including forecasting revenues and expenses for the hotel.
- Monitored customer feedback surveys and took appropriate action based on results.
- Ensured compliance with local regulations related to health and safety standards or licensing laws.
- Organized special events such as conferences or meetings in the hotel premises ensuring smooth running of activities according to plan.
- Created a positive work environment for staff by providing guidance, support, recognition and motivation.
- Organized monthly meetings with department heads to review performance metrics.
- Conducted regular inspections of the property's interior and exterior areas to identify any maintenance issues requiring immediate attention.
Front Desk Manager
HOS Management
Brunswick
04.2018 - 04.2020
- Prepared monthly budgets for the front office department based on projected sales figures.
- Greeted guests upon arrival and checked them in to their rooms.
- Developed systems for tracking customer preferences to improve customer satisfaction ratings.
- Organized daily room assignments and ensured all necessary paperwork was completed accurately.
- Evaluated employee performance through regular feedback sessions and annual reviews.
- 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.
- Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
- Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
- Maintained an up-to-date knowledge of hotel services, amenities and promotions.
- Promoted loyalty programs to encourage repeat business from customers.
- Analyzed data related to guest satisfaction surveys to identify areas needing improvement.
- Managed reservations by answering calls, responding to emails and booking accommodations.
Front Desk Agent
HOS Management
Brunswick
02.2015 - 04.2018
- Resolved customer complaints promptly and courteously.
- Inputted guest information into computer system accurately and securely.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Provided information about hotel amenities, services, and local attractions.
- Addressed customer needs in a timely manner.
- Provided excellent customer service while upholding company policies.
- Assisted with check-in and check-out procedures for guests.
- Maintained cleanliness of lobby area at all times.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
Education
Glynn Academy
Brunswick , GASkills
- Budget management
- Employee training
- Policy writing
- Project management
- Conflict resolution
- Safety compliance
- Team building
- Operations management
Certification
- Servsafe
Timeline
General Manager
HOS Management
04.2020 - Current
Front Desk Manager
HOS Management
04.2018 - 04.2020
Front Desk Agent
HOS Management
02.2015 - 04.2018
Glynn Academy