Gillian Caplan Email & Phone Number

Chapel Hill, Nc, Us

Chapel Hill, North Carolina, United States

-Skills in Microsoft Excel & Word, Opera, Info-genesis, and Hyatt systems (Colleague Advantage, Birchstreet, Markview, Reserve, et cetera). -Managing a team of five managers and over 60 staff members from front office, retail, housekeeping, and guest service / valet. -Individual bi-weekly and weekly meetings with all managers in order to discuss daily or weekly assignments and projects. -Creating and maintaining a budget for retail, parking, front office, housekeeping and labor for all departments. -Assistance in managing reservations and housekeeping on a weekly basis by conducting meetings, maintaining inventory, budgeting, and managing team members. -Conduct weekly zone walks in order to monitor rooms with recent issues, and to maintain overall hotel standard. - Implement standardization of operating procedures amongst entire rooms division.

Chapel Hill, North Carolina, United States

-Managing a team of three managers and over thirty staff members from front office, retail, and guest service / valet. -Individual bi-weekly and weekly meetings with all managers in order to discuss daily or weekly assignments and projects. -Creating and maintaining a budget for retail, parking, front office and labor for all departments. -Assistance in managing reservations and housekeeping on a weekly basis by conducting meetings, maintaining inventory, budgeting, and managing team members. -Conduct weekly zone walks in order to monitor rooms with recent issues, and to maintain overall hotel standard.

Raleigh-Durham-Chapel Hill Area

-Continuing to manage the front desk team (agents, night audit, and concierge) while now including retail. -Maintaining monthly retail inventory, product purchasing, pricing, and budgeting. -Skills and knowledge of InfoGenesis. -Creating and implementing standard operating procedures, and training guides for all team members. -Conducting monthly department meetings, and quarterly individual meetings with all employees.-Maintaining a high check in and customer service scores.

-Skills in Opera, Reserve, Kronos, Microsoft, Excel, Birchstreet, Markview, and other frequently used systems. -Hiring, training, and managing a team of fifteen front office agents, night auditors, and concierge while maintaining a strong and professional relationship. -Creating schedules, daily check lists / tasks, and ensuring all protocols / procedures are being following accurately. -Tending to guests’ complaints, responding to guest’s reviews, and providing exemplary customer service.

Chapel Hill, North Carolina

-Trained in all hotel departments over the course of two months: Human Resources, Sales, Accounting, Food & Beverage, Banquets, Housekeeping, Engineering, Guest Service (Valet), and Front Office. -Training ended with a strong focus in the Rooms division for one month.

East Glacier Park, Montana

-Achieved expertise in Opera PMS System. -Performed top levels of customer service for all guest’s during check in, check out, and assisted in trip planning by providing area insight. -Assisted in training new employees, and gave support in other departments when in need (housekeeping, food & beverage, and retail).

Ocean City, Nj

-Directed and interviewed for client consultations on décor, timeline, and vendors.-Oversaw the communication between client and vendor(s).-Developed and executed all aspects of events from beginning to end.-Utilized critical thinking skills during emergency situations.-Provided conflict control maintenance.

Ocean City, New Jersey

-Achieved expertise in Skyware and Atrium Reservation Systems.-Coached new employees in reservation systems and hotel knowledge.-Analyzed and conducted night shift marketing reports.-Strengthened relationships with guests and check in and check out.

Reading, Pennsylvania Area

-Analyzed finances: inventory, sales, and wages.-Administered and appointed tasks to all employees.-Organized pool events for club members.-Developed strong customer and employee relationships.