Ashley Holley Email & Phone Number

Washington Dc-Baltimore Area

• Meet with managers and executives within the Service to develop management strategies to respond to labor issues• Researched regulations, policies, and standards to develop and preform in-depth analyses• Provides technical guidance, information, and assistance to management and senior leadership• Handles less complex cases on behalf of specialist• Schedules grievance meetings and negotiation sessions with local union chapters• Assists specialists by performing administrative duties in relation to performance of conduct cases• Preparing case files for specialists’ usage• Entering and extracting data into or from the principal inventory control system • Performing case law research to assist specialist in determining appropriate corrective action• Prepares disciplinary letters for issuance by managers• Responds to job applicant inquiries via telephone and email• Prepared and/or edited memoranda and letters for Executive signature and distribution• Oversaw an established system to review and control report statues• Managed Directors schedule and calendar• Developed reports to track projects and ensure team meets projected goals and objectives• Managed multiple team outlook inboxes• Ensured team published documentation meets 508 Compliance as necessary• Liaison for department wide bi-monthly meetings• Offboarded retiring team members• Re-formatted multiple IRMs• Proxy for team timekeeping in SETR

Washington Dc-Baltimore Area

• Assisted taxpayers with questions regarding their personal accounts and how various tax laws apply to them• Proficiently handled interactions with a wide range of individuals, not limited to those that may become uncooperative and possibly hostile in tense situations• Reviewed tax accounts/returns for compliance and accuracy• Ensured the daily maintenance for the security of sensitive and confidential records, equipment, or computer• Skillfully inputted, updated, maintained, and extracted data from automated systems• Managed personal inventory while balancing competing priorities• Time managed skillfully with the use of a calendar and other resources to plan and schedule work• Followed and established deadlines as necessary • Discussed and negotiated IRS procedures and policies with both the taxpayer as well as their Power of Attorney(s) or Representative(s) regarding their Appeal Rights and application for the Taxpayer Assistance Service• Familiar with conducting research and taking case related actions with various resources including: Individual income tax returns, Integrated Data Retrieval System (IDRS), Account Management Service (AMS), Internet/Intranet, Internal Revenue Manual (IRM), and financial documents

Newport News, Virginia, United States

• Screened, interviewed, and onboarded all new hires• Developed, implemented, and directed a training program for new hires• Analyzed store procedures and policies to ensure efficiency and cost-effectiveness• Managed all communications between the restaurant and catering clientele • Worked with all levels of management including: General Manager, Regional/State Manager, and District Catering Sales Manager• Processed daily store revenues and nightly deposits for the restaurant• Budgeted and oversaw payment of all invoices for the restaurant• Served as a Team Leader, Coach, and/or Facilitator as needed • Implemented and encouraged team bonding by hosting “family” meals together• Ensured all trainees understood their employee rights and benefits throughout the onboarding process• Assisted employees with career development paths and plans

Washington D.C. Metro Area

• Verifies that goals are being translated to the team as they relate to guest tracking and productivity.• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.• Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.• Verifies that the team has the capabilities to meet expectations.• Leads by example demonstrating self-confidence, energy and enthusiasm.• Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.• Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.• Takes proactive approaches when dealing with employee concerns.• Extends professionalism and courtesy to employees at all times.• Communicates/updates all goals and results with employees.• Meets semiannually with staff on a one-to-one basis.• Assists/teaches the team scheduling against guest and hours/occupied room goals.• Performs hourly job functions as needed.• Performs other duties, as assigned, to meet business needs.• Provides excellent customer service by being readily available/approachable for all guests.• Strives to continually improve guest and employee satisfaction.• Takes proactive approaches when dealing with guest concerns.• Extends professionalism and courtesy to guests at all times.• Responds timely to customer service department request.• Verifies that all team members meet or exceed all hospitality requirements.• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.• Strives to maximize the financial performance of the department.• Interviews and assists in making hiring decisions..

Arlington, Virginia

•Managed daily Front Office operations for a 697 room hotel•Supervised a staff of 52 including Front Desk, AYS, Shuttle Drivers, Bellmen, and Concerige•Perform a wide variety of management functions such as but not limited to: reviews, documentations, trainings, daily front desk operations, WIG review, addressing guest issues/concerns, monitor/audit AYS calls, and address/process billing issues•Managed $3.4 million in Rooms Operations budget •Reviewed and executed front office functions in regards to group resumes to ensure all billing, room blocks, VIPs are correct in PMS as well as communicate important information to the team in order to provide a successful group check in and check out•Increased the Arrival Experience 7 points in the first quarter of 2016: moving from 71.4 – 78.6•Surpassing our Drake Beil goal by 271%: exceeding our goal of $22,134 to $59,922•Assisted in achieving an 83% for our AES score•Assisted in achieving an 85.7% for our BSA audit

Arlington, Virginia

•Blocked rooms according to guest preferences and needs•Reviewed coversheets/resumes to ensure all requests for blocking and billing have been completed accurately•Attended weekly operations and pre-conference meetings•Organized efficient group arrival and departure procedures•Communicated daily sales showrooms to the appropriate departments•Tracked and submitted monthly sales results for Drake Beil upgrades•Pre-register and prepare keys packets for our Elite guest and designated groups •Coordinated with front office, upper management, revenue management and our reservations team on anticipated over-sold nights while obtaining alternative accommodations to relocate our guests

Arlington,Virginia

•Perform daily front desk operations such as, including but not limited to, check-ins/check-outs, cash handling, and addressing guests request/concerns•Process all guest billing while resolving issues on the daily credit reports•Handle a high volume of calls and promptly forwarding them to the appropriate personnel•Work closely with our Housekeeping department to track discrepant and readiness of rooms as well as Engineering on reporting rooms out of inventory due to maintenance purposes•Coordinate with various departments to properly assist with guest requests and/or resolving guest problems to ensure the upmost satisfaction•Cross-train in all areas of the front office (AYS, Front Desk, Rooms Controller, Night Audit, Concierge and Supervisory Roles). Also, cross-trained in the banquets department on several occasions to expedite a successful event for group functions•Assist in training new hires for both the front desk and rooms controller•Train, monitor and assist fellow hosts with the daily operations of the department•Co-developed an incentive program to drive our Marriott Rewards and Drake Beil Upgrade programs while leading both programs to a successful accomplishment•Perform a wide variety of supervisor/management functions such as conducting daily stand ups, bank drops and shift closing procedures, address guest concerns via Customer Care emails and phone calls, process department billing including but not limited to ordering, recording in the checkbook and month-end close process such as accruals and reclassification•Assume authority for the Front Office as Manager on Duty in the absence of a Front Office Leader

Williamsburg, Va

• Took reservations for resort rooms, the Spa, dining, and golf tee time• Accurately obtained deposit information from the customer• Expertly answered questions pertaining to the resort and resort packages• Up-sold resort packages• Used and gained proficiency with Springer-Miller Systems (SMS)

Orlando, Florida

• Greeted guest in character upon arrival to resort• Oversaw desk operations of checked/held luggage• Answered guest calls and service requests• Served as liaison between guests and all resort departments • Directed and dispatched bellmen• Used a computerized dispatching system

Orlando, Florida

•Unloaded, sorted, and prepared guest luggage for delivery•Ensured a timely and proper delivery to guest rooms•Served as intermediary between guests and airlines•Located and retrieved lost guest luggage from airport

Fredericksburg, Va

• Greeted guests with a friendly and pleasant demeanor• Assisted guests with any needs for the duration of their stay• Answered guest inquiries about the city and local events/attractions• Interacted with personnel from other departments within the hotel

Fairfax, Virginia

• Greeted and informed customers about the company• Took orders and ensured they are done properly and in a timely manner• Processed store revenues and nightly deposits• Created and maintained relationships with loyal customers

• Trained in $1000+ sales and to negotiate and close a sale• Demonstrate products to prospective buyers and advised clients how to use them• Discussed the clients needs and showed how the products meet those needs• Took orders and resolved any problems or questions the customer might have

• Assisted customer inquiries at front counter and via phone• Took orders and ensured they are done properly and in a timely manner• Processed all payment types such as cash, check, or debit/credit

Organizational Administration

Activities and Societies: Delta Sigma Pi, Club Bowling, Women's Rugby

Advanced Studies Dipolma

Activities and Societies: President of DECA, DECA District Leadership Competition • Placed 1st overall, DECA State Leadership Competition.