mary miller

* Served as liaison between Wyndham Hotel Group and the franchisees for the Days Inn Brand. Educated hotel group's franchisees on brand standards to attain and uphold overall product and service quality rating. Compiled revenue reports and tracked industry trends to enhance profit generation through increasing gross room revenue and training staff to deliver company-wide customer service excellence. * Key Achievements: * Ensured policies and procedures were implemented in 200 properties throughout region. ; * Exceeded HEAT ticket-to-call ratio goal by 85% and exceeded first-call resolution goal by 40%. ; * Created content and design of each Days Inn property's website within territory by using Single Point of Entry Software Program. * Received Going the Extra Mile (G.E.M.) customer service award out of 100 eligible employees. ;

* Promoted to direct all day-to-day operations of hotel and supervised team of 20 hotel employees. Served as primary point of contact for all guest questions and complaints. Coordinated employee meetings and team building events, and created work schedules. Conducted human resources functions for properties, to include interviewing, hiring, firing, and counseling personnel. * Key Achievements: * Decreased accounts payable 60% by implementing system to maintain direct bill accounts. * Increased Front Desk department productivity by creating shift checklists. * Designed contract with deposit requirements and outlined payment schedule. ;

* Promoted to supervise sales and monitor progress against company goals. Built and maintained confident client relationships. Grew customer base through active cold calling, networking, and customer service. * Key Achievement: * Developed sales and marketing strategies to increase revenue. ;

* Holiday Inn - Outlet Center ( Conducted on-site tours for potential clients and recorded facility reservations. Facilitated banquet coordination and preparation efforts. * Key Achievements: * Reduced food and beverage costs 35% and increased revenue 28%. ; * Implemented weekly staff meetings to increase efficiency of events hosted. * Maximized potential catering revenue and competitiveness by creating new catering menus. ;

* Managed housekeeping department of 12 employees. Maintained housekeeping and guest supply inventories. Motivated employees by creating productivity award program. * Key Achievements: * Increased housekeeping score 25% from brand Quality Assurance rating. * Enhanced efficiency 70% by developing and implementing effective training programs. ;

* Served as liaison between Wyndham Hotel Group and the franchisees for the Days Inn Brand. Educated hotel group’s franchisees on brand standards to attain and uphold overall product and service quality rating. Compiled revenue reports and tracked industry trends to enhance profit generation through increasing gross room revenue and training staff to deliver company-wide customer service excellence. * Key Achievements: * Ensured policies and procedures were implemented in 200 properties throughout region. * Exceeded HEAT ticket-to-call ratio goal by 85% and exceeded first-call resolution goal by 40%. * Created content and design of each Days Inn property’s website within territory by using Single Point of Entry Software Program. * Received Going the Extra Mile (G.E.M.) customer service award out of 100 eligible employees.

* Promoted to direct all day-to-day operations of hotel and supervised team of 20 hotel employees. Served as primary point of contact for all guest questions and complaints. Coordinated employee meetings and team building events, and created work schedules. Conducted human resources functions for properties, to include interviewing, hiring, firing, and counseling personnel. * Key Achievements: * Decreased accounts payable 60% by implementing system to maintain direct bill accounts. * Increased Front Desk department productivity by creating shift checklists. * Designed contract with deposit requirements and outlined payment schedule.

* Managed housekeeping department of 12 employees. Maintained housekeeping and guest supply inventories. Motivated employees by creating productivity award program. * Key Achievements: * Increased housekeeping score 25% from brand Quality Assurance rating. * Enhanced efficiency 70% by developing and implementing effective training programs.

* Promoted to supervise sales and monitor progress against company goals. Built and maintained confident client relationships. Grew customer base through active cold calling, networking, and customer service. * Key Achievement: * Developed sales and marketing strategies to increase revenue.

* Conducted on-site tours for potential clients and recorded facility reservations. Facilitated banquet coordination and preparation efforts. * Key Achievements: * Reduced food and beverage costs 35% and increased revenue 28%. * Implemented weekly staff meetings to increase efficiency of events hosted. * Maximized potential catering revenue and competitiveness by creating new catering menus.

* Performed all-inclusive client services. Conducted nightly audits, reconciled billing errors, and generated revenue reports. Planned and performed staff training within the department. * Key Achievement: * Enhanced customer satisfaction tracking by developing program to record feedback.

* Responsible for training and developing a cashier team that promotes quality Guest Service, product knowledge and operating standards. Manages sales floor and drives retail and salon sales by: addressing customer concerns, coaching employees, and mitigating product loss. Facilitates daily store replenishment, store cleanliness standards, physical inventory preparations, and merchandising and visual standards. * Key Achievements: * Launched campaign to promote client subscriptions to Glamour and Allure magazines * Designed spreadsheet to manage customer service and sales per associate * Increased productivity of tasking team by 15% for shipment process

* Promoted to coordinate events within set timelines and budgets. Maintained client records, purchase orders, and supplies. Reconciled billing errors with property controller. * Key Achievements: * Developed and delivered sales associate training for satellite properties.

Strategic Training for Exceptional Performance","Professional Selling Skills System","Certified in MAGIC® (Make a Great Impression on the Customer) Customer Relations Training"]