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Objective

To help an organization grow and thrive in an unstable economy, through persistence and constant adaptation to any given situation.

Summary

 

A creative, results-oriented manager, offering consistent results through thorough planning, and exploring all avenues to find success.

Attains results through these knowledge bases and skills:


  • Team Building / Staff Training
  • Excellent Customer Care Service
  • Purchasing and Inventory Control
  • Independent Research for Self Development
  • Continuous Performance Improvement


Noted for independence and team-building, organizational skills, prompt problem-solving and short response times, meeting deadlines, and ensuring a positive work environment for staff.

Excellent knowledge of Microsoft Word, Excel, Publisher; hotel reservation systems; new online media

 

Work History

High Country Inn / Best Western Gold Rush Inn

Whitehorse, YT, Canada
Nov 2007 - Oct 2009
Rooms Division Manager 
  • Oversaw room revenues for two properties (180 rooms total, 3 1/2 star properties), worked to meet budget forecasts (combined room revenue around 5 million dollars a year) and strived to increase efficiency in hotel production (Averaged 10% increase in overall room revenue in Quarter 1-3, 2009, and 5% increase in revenue per room) 
  • Responsible for front desk teams at two hotels (15-20 staff depending on season), working closely with Front Desk Supervisors to create a positive work culture and great interactions with guests.
  • Work shifts at the Front Desk as required, and to work alongside front desk agents to further train and coach in procedures, guest interactions, and yield management. 
  • Searched to find new opportunities  for untapped revenue streams.
  • Controlled rates at both properties, to be competitive in the market without selling the hotels short.
  • Handled all group contracts, maintenance of room blocks, communicated with all group directors and conveners to create the best hotel experience possible.
  • Maintained reservation systems at both properties, increasing productivity and organization, putting in place strong yield management strategies.
  • Co-ordinated with Sales Manager and Catering & Event Sales Manager on responses to Requests for Proposals for convention groups and events.
  • Participated with upper management in creating a local, national, and international marketing plan for the two properties, and to develop a five-year strategy for future development and expansion.

Best Western Gold Rush Inn

Whitehorse, YT, Canada
Jan 2007 - Nov 2007
Front Desk Supervisor 

  • Assisted the Guest Services/Human Resources Manager in the hiring, training, and orientation of new front office staff. 
  • Closely monitored all front office operations, communications and receptions, ensuring proper procedures and policies were being followed. 
  • Maintained and updated My Best Western, as required, including rates, room allocation, description of hotel profile, and response to Requests for Proposals. 

Whitehorse, YT, Canada
Nov 2006 - Jan 2007
Banquet Captain 

 

  • Worked with the Sales and Marketing Manager in the operation of banquet facilities, including room organization and set-up, providing services for functions, and clean-up and follow-up of banquet events. 
  • Scheduled staff in an efficient manner to ensure both the best possible customer service for clients and keeping staff wage expenses to a minimum. 
  • Maintained banquet inventory, including the ordering of new linens and utensils to increase client satisfaction with events. 
  • Created a pleasing environment for the client to work in or be entertained in, while also providing the best customer service for all participants. 

 

Whitehorse, YT, Canada
May 2006 - Nov 2006
Front Desk Agent 

  • Worked closely with the Front Desk Supervisor and Guest Services Manager to maintain levels of guest satisfaction with the hotel while following correct
    procedures and policies. 
  • Provided excellent customer service for guests when taking reservations, greeting them at check-in, and during their stay in the hotel. 
  • Provided concierge services at the front desk to promote the hotel and the local area, encouraging people to stay longer and explore.

Regina Performing Arts Centre

Regina, SK, Canada
Sep 2001 - Sep 2004
Technical Director 

  • Responsible for all technical operations of a community-based theatre, helping over 40 individual groups put on over 130 events during a year.
  • Contacted user groups, helped plan their events, acquire any additional rental equipment required and manage time requirements.
  • Made all necessary preparations with the theatre for the group, including lighting and sound equipment, and seating arrangements.
  • Operated equipment during events, showed volunteers how to operate equipment when required, and tried to create a professional event.
  • Problem solve with administrative staff over the sequence of events, budget problems, and computer malfunctions.

Education

University of Regina

Regina, SK, Canada
Jun 2004
Bachelors, Fine Arts - Stage Management and Technical Theatre

Skills

 

 

  • Customer service
  • Problem solving 
  •  Microsoft Office - Word, Excel, Publisher
  • OpenOffice, Apple iWork, Google Apps
  • PC and Macintosh computers
  •  Basic knowledge of Adobe Photoshop and other photo editors
  • Typing of 75 WPM
  • Cash Handling upwards of $5,000.
  • Working with budgets

 

 

 

Reservation Systems:

 

  • MSI Nova Plus
  • Northwind Maestro
  • DSC

Cover Letter

 

At my last position, the Rooms Division exceeded all expectations set out by the C.E.O. of the ownership company for the hotels, including records for monthly, quarterly, and annual revenues. Between myself and the Sales Manager, we were in constant communication with him, developing the hotels’ websites, marketing strategies, and business plans that took the hotels to a new level of success.

I am highly observant and analytical, friendly, and work well with others or on my own. I take initiative in my work and am willing to do whatever it takes to  make sure the company succeeds. I am technically inclined and quite familiar with all the latest technologies available to maximize productivity and results. 

Please feel free to contact the references included in my resume before contacting me for an interview. 

 

References

Rich Thompson

(Superior)
CEO Northern Vision Development / Zero Gravity

Rich Thompson was the main contact at Northern Vision Development, ownership group that operated the two hotels I worked for. I was in touch with him regularly and reported directly to him on several items.

 

Phone number available. Please email.

Adam Gerle

(Peer)
Sales Manager Best Western Gold Rush Inn / High Country Inn

Adam and myself worked closely to monitor all aspects of the hotels' operations to ensure maximum revenues were being driven into the hotels. We were in touch daily, and were in constant communication when he was out attending sales calls and conventions.

 

Phone number available. Please email.

Rachel Wallace

(Subordinate)
Front Desk Supervisor (former) Best Western Gold Rush Inn

Rachel was one of the Front Desk Supervisors that I worked with, and she was a front desk agent I supervised before that. 

 

Phone number available. Please email.

Dikran Zabunyan

(Superior)
General Manager (former) Best Western Gold Rush Inn

Dikran was the General Manager while I was a front desk agent and supervisor at the hotel. He made an immediate impression upon me and coached me on a lot of the strategies I now put into place successfully. We have remained in touch ever since and he has always been a guiding presence for me professionally. 

 

Phone number available. Please email.