Amy Waayers Email & Phone Number

Kennewick, Wa, Us

United States

Kennewick, Washington

Kennewick, Wa

Assist General Manager in overseeing 42 employees to carry out all day-to-day operations for 120-room hotel in a manner that meets brand standards and corporate performance expectations. Directly manage front desk, housekeeping, dining, and maintenance departments - supervising 38 staff. Individually responsible for hiring, training, and developing team members.• Consistently achieve all goals for weekly revenue and Hilton Honors brand performance• Trained and professionally developed 13 management and front office team members

Bothell, Wa

Managed all front office activity and supervised nine employees to carry out day-to-day operations for 128-room hotel according to brand requirements and corporate guidelines. Administered HR, scheduling, guest services, and accounting to ensure guests received the highest standards of accommodation and service while meeting profit goals.• Responded to guest requests, issues, or concerns to cultivate satisfaction and long-term customer relationships• Hired, trained, developed, and evaluated staff to create a high-performance team that was motivated and engaged• Reviewed guest satisfaction trends, evaluated observed issues, and recommended improvements when needed• Gathered information for, compiled, and analyzed daily reports for data-driven decisions and distribution to senior executives• Maintained payroll budget under target for 2016 and 2017• Converted hotel to digital key system and implemented Whistle text-based communication with guests• Increased overall guest experience score by 1.6%

Oxnard, Ca

Led, prioritized efforts for, and evaluated performance of 19 associates to manage guest service, registration, room inventory, marketing, sales, and budgeting/forecasting functions in a manner that increased profitability and achieved goals.• Swiftly responded to guests’ requests, issues, or concerns• Recruited, hired, trained, and developed staff to ensure understanding of job duties and performance expectations• Coordinated training and professional development for all staff to ensure a positive guest experience• Completed performance evaluations; counseled employees needing improvement and awarded recognition to star performers• Monitored and analyzed guest service or satisfaction trends; evaluated issues and made improvements/adjustments as needed• Oversaw VIP program, including reservations, amenity orders, monitoring of special requests, and rate changes• Implemented marketing/sales strategies, techniques, and promotions to increase occupancy, facility rental, and overall revenue• Gathered data and analyzed reports to support data-driven decisions• Increased customer service ratings and employee survey scores by 84%; increased revenue on a month over month basis

Santa Barbara, Ca

Supervised 25 front desk staff for Doubletree by Hilton property including front desk agents, night auditors, concierges, valets, bell staff, and supervisors to immediately respond to guest wishes or concerns and deliver a guest experience in line with Hilton brand standards. Scheduled staff, evaluated employees, and set positive goals to support personal growth and achieve maximum hotel occupancy. Worked closely with finance, sales, and food/beverage departments to carry out day-to-day operations.• Created new front office procedures that improved working environment and achieved budgeted payroll allocations• Implemented Frontline Performance Group and restructured Survey Response programs• Increased customer service and month-over-month revenue

Avila Beach, Ca

Managed 10 front desk staff including front desk agents, night auditors, and supervisors to greet guests and respond to their concerns or wishes in a manner that created an exceptional guest experience. Scheduled staff, evaluated performance, took swift corrective action to hold individuals accountable, and set goals to support personal growth and maximize profitability. Worked closely with maintenance, housekeeping, and sales departments to carry out day-to-day operations and manage revenue. • Created training programs that significant improved the attentiveness and ability of staff to resolve customer service issues• Restructured front office and created new policy and procedure

San Luis Obispo, Ca

Managed 17 front desk staff including front desk agents, night auditors, bell staff, and supervisors. Hired, trained, and scheduled staff to ensure a qualified team that was capable and motivated to provide exceptional guest service. Managed online bookings from popular sites including Expedia, Travelocity, Orbitz, etc. and prepared for small group reservations. • Restructured front office, established new policies, and created new training program to improve operations

Monterey, Ca

Managed service staff and provided prompt and courteous world-class service to delight guests of InterContinental’s top ranked domestic hotel. Led operations on the night shift by serving as hotel manager and providing day management with operational status and previous shift updates. Prepared and reviewed a number of financial reports for 24 hour operating periods.• Recognized as a key contributor to achieving 80% average occupancy and retaining top ranking for InterContinental brand

Pacific Grove, Ca

Managed nine employees and directed all day-to-day operations including front office, registration, reservations, sales, housekeeping, breakfast service and computer audit/reporting. Swiftly responded to guests’ requests and concerns.• Created hotel website and added hotel to third party booking sites to increase exposure