Experience

Travel Outlook – The Premier Hotel Call Center™

• United States
• Hospitality
• 1 - 100 Employee

• Director Call Center Operations

  • Aug 2022 - Present

• Call Center Manager

  • Apr 2014 - Aug 2022



Com-Tec

• Director of Administration

  • Apr 2010 - Present

  Serve as an Executive Director to the Owner, handle a busy phone/fax system, function as primary liaison to customers and ensure a consistently positive customer experience. Results: Helped drive a 10% increase in sales. (Comparing 2010 to 2011tax reports) Maintains system generated work order reports on a daily basis that reduces inaccuracies and provides management with an important decision-making tool. Quickly became a trusted Executive Director to the company Owner and earned a reputation for maintaining a positive attitude and producing high-quality work. Show less



3H Group Hotels, Inc.

• Fairfield Inn & Suites Charlotte Arrowood

• General Manager

  • Feb 2008 - Mar 2010

  Developed efficiency-enhancing workflow/process improvements that made it possible to accommodate increasing responsibilities necessitated by staff reductions. I decreased office expenditures on a monthly basis by implementing needed controls on stock/supplies and standardizing ordering procedures. Received Fairfield Inn Certification Received Serve Safe Certification Developed efficiency-enhancing workflow/process improvements that made it possible to accommodate increasing responsibilities necessitated by staff reductions. I decreased office expenditures on a monthly basis by implementing needed controls on stock/supplies and standardizing ordering procedures. Received Fairfield Inn Certification Received Serve Safe Certification



SREE Hotels, LLC

• Courtyard by Marriott Charlotte Airport & SpringHill Suites Charlotte Airport

• Guest Care Manager

  • Jul 2005 - Feb 2008

  Ensure Restaurant/Front Desk Depts. Achieve or exceed guests’ service expectations Assist GM in meeting and exceeding AOS (Associate Opinion Survey) goals Assist GM in Quality Assurance Preparation Cross train associates throughout every department in the hotel Assist with accounting functions Build and manage group room blocks Cash Reconciliations Payroll Administration Assisted GM with Forecasting/Budgeting Ensure Restaurant/Front Desk Depts. Achieve or exceed guests’ service expectations Assist GM in meeting and exceeding AOS (Associate Opinion Survey) goals Assist GM in Quality Assurance Preparation Cross train associates throughout every department in the hotel Assist with accounting functions Build and manage group room blocks Cash Reconciliations Payroll Administration Assisted GM with Forecasting/Budgeting



Alliance Hospitality Management LLC

• Courtyard by Marriott, Wilmington, NC

• Front Office Manager/Clerk

  • Sep 2002 - May 2005

  Payroll Administrator Scheduled meetings Orientation Trainer Direct Billing, AR and AP Sent Daily Reports to Corporate Office Recorded cash transactions Signature Calls (shop calls), keeping scores above 80% Profit Management Systems Graduated from Courtyard University Received Courtyard by Marriott Certifications Received Management Leadership Certificate Payroll Administrator Scheduled meetings Orientation Trainer Direct Billing, AR and AP Sent Daily Reports to Corporate Office Recorded cash transactions Signature Calls (shop calls), keeping scores above 80% Profit Management Systems Graduated from Courtyard University Received Courtyard by Marriott Certifications Received Management Leadership Certificate



Interstate Hotels & Resorts

• Comfort Inn Cross Creek, Fayetteville, NC

• Desk Clerk/Supervisor

  • Mar 1998 - Sep 2002

  Greet Guest Check Guest In/Out Signature Calls Maintain Guest Satisfaction Scores Assist Manager in Accounting Functions Train Associates Payroll Schedules Greet Guest Check Guest In/Out Signature Calls Maintain Guest Satisfaction Scores Assist Manager in Accounting Functions Train Associates Payroll Schedules