Elizabeth Bentley Email and Phone Number

*Hire, train, counsel, and motivate management employees.*Review and approve the hotel payroll. *Authorize direct bill accounts and monitor the administration of Accounts Receivable. Ensure collection of Accounts Receivable is current and past due accounts are kept to a minimal amount. *Ensure proper selection, training, counseling, and motivation of hourly employees. *Oversee HR to ensure there is proper administration of benefits programs to all hotel employees. * Conduct all department head performance appraisals.*Handle certain Top and Target accounts; participate in joint sales calls. *Review Top and Target accounts and weekly sales call reports with sales staff. *Review room inventory management to ensure maximization of room revenue. *Review all hourly personnel performance appraisals. *Ensure an employee attitude of attentiveness and anticipation of Guest needs. *Review all hourly employee disciplinary procedures and documentation. Follow positive discipline steps, up to and including termination, to correct employee performance deficiencies. *Conduct regular staff meetings. *Ensure department quarterly Action Plans are completed and followed up on. *Support the dress code standards described in the Standard Operating Procedures for the company.*Meet with and solicit comments from Guests on a regular basis to determine their level of satisfaction with all Guest services and facilities. *Monitor results of Guest comment cards. Take appropriate corrective action in a timely manner. *Follow up on all written Guest complaints. Ensure Guest satisfaction with resolution of the complaint or problem.*Inspect rooms and property grounds and exterior of buildings on a regular basis for cleanliness and proper preventative maintenance. *Develop and maintain hotel programs to assure that the QA and Internal Audit criteria are met. *Complete written reports on the status of the property after a Quality Assurance and Internal Audit inspections.

Currently responsible to maximize the value and assets of the front office and food and beverage departments of a 164 room property.

Scheduling staff according to labor standards and forecasted occupancy; assign daily work tasks to employees; and monitor labor costs to stay under the departmental budget. I train and empower all Front Desk team members; and conduct performance evaluations. I take great pride in leading Pre-Shifts on a daily basis. I maintain high levels of guest satisfaction by anticipating needs and looking for ways to “Wow” the guests, while creating incentive plans for the Front Desk team members to obtain while maintaining those same levels. I perform “Script Audits” on team members to ensure tat they are meeting guest service standards. I execute sell out plans by aggressively managing room inventory on high occupancy nights. I also review night audit reports and maintain all internal audit paper work in compliance with of all brand and company standards.

Supervision of the daily operations of the Front Desk Staff to maximize revenues and profits while attaining optimal guest satisfaction; responding to guest's special requests, needs, problems, issues and concerns.Trained and empowered seasonal staff members. Perform a combination of duties mainly related, but not limited to the check-in and check-out of guests, contributing to the overall positive guest experience. Opening of the hotel each season. (Seasonal Property).

Lead and managed responsibilities for the Front Desk operations and staff of 5. Lead orientation, training, performance management and other team member relations. Provided exceptional guest service to all guests, setting the standard for front desk staff to follow. Maintain personal contact with guests, clients and community organizations to ensure guest loyalty. Maximized revenue and occupancy by accurately selling rooms, up selling during reservation calls and at check in, and by making future reservations at check out.