Jami Engebretson Email & Phone Number

Webster, Wisconsin, United States

Webster, Wisconsin, United States

Webster, Wi

27-bed residential treatment center for boys aged 11-17 experiencing significant challenges in life due to emotional and behavioral issues, including autism and co-occurring disorders• Worked Daytime and Evening Primary Counselor shifts as needed (0-50 hours per week)

• Provide support, feedback, and encouragement to the residents in academics and recreation therapy• Utilize nonviolent crisis intervention strategies to manage disruptive, challenging, and aggressive behaviors• Observe and record the behaviors and interactions of residents in daily charting and shift reports

• Develop, coordinate, and execute programming initiatives with groups of 9 residents in areas such as recreation therapy, life skills, daily self-care, and meal preparation• Provide a nurturing and supportive environment with intensive supervision for the residents to work on individual treatment goals while developing coping skills and therapeutic interests

Fort Lauderdale, Fl

Governmental agency promoting the Greater Fort Lauderdale area as a premier year-round destination• Processed the booking, modification, and cancellation of hotel reservations for attendees of citywide conventions and events, including special requests, upgrades, sub-blocks, rooming lists, and billing details• Fostered strong relationships with group attendees, meeting planners, and industry partners through responsive written and verbal communications• Worked with my manager and hotel partners to maintain adequate inventory to maximize block consumption• Assisted in the maintenance, clean-up, and updating of the partner CRM• Supported the Strategic Client Services division in delivering SUNsational service to visitors: worked at welcome desks, registration tables, and selfie-booths; assisted with event set-up; prepared sales kits; escorted group tours of 15-200 people; confirmed tour sign-ups, and any other task required to make the event a success

Hollywood, Fl

Full-service property featuring 150 guest rooms, restaurant, lounge, and banquet facilities• Booked, modified and canceled hotel reservations• Processed the check-in and check-out of guests• Coordinated shuttle service to/from the airport and cruise port• Reconciled sales receipts for hotel, banquet, and restaurant • Ensured all ledgers balanced and completed daily sales reports

Coral Springs, Fl

Contracted temporary position with Carnival Corporation in Doral, FL• Arranged travel for executive staff and management from ship to home and vessel transfers; collaborating with Port Agents as required• Updated Crew Personnel System (CPS) to maintain accurate crew records including ship assignments, contact details, passport and visa data, medical exams, and pay rate changes• Managed medical and personnel files of crew members; forwarding to assigned ship or archiving as necessary• Produced letters of employment for Homeland Security and Immigration requirements of crew members entering the US and other foreign ports

Miami Beach, Fl

Complex position for two full-service beachfront properties• Supervised a team of six reservation agents; ensuring sell strategies were executed and sales goals achieved• Exercised sound judgment in responding to requests for refunds of no-shows or the cancellation of nonrefundable reservations via telephone and email• Updated rates and restrictions across all channels under the direction of the Revenue Manager to meet ADR, occupancy, and RevPAR goals • Allocated inventory to online travel agencies (OTAs) as demand allowed• Prepared weekly revenue reports

Miami, Fl

Full-service 4-diamond luxury boutique property featuring 56 guest suites, restaurant, lounge, and spa• Led ten associates (front desk/reservations, bellman/concierge, night audit) in delivering 4-diamond luxury service; maintained a top 10% ranking of all Miami hotels on TripAdvisor• Organized staff meetings and prepared agendas to ensure compliance with hotel policies and procedures, legal requirements, and contractual obligations• Accountable for the accuracy of the 10-Day Rooms Forecast and managing the front office payroll and other departmental expenses based on forecasted revenues and the annual budget• Managed all group and transient reservations (including FIT and OTA)• Collaborated with department heads to establish and execute the financial strategic plan (forecast, budgets, capital expenses, and profit planning)• Analyzed short and long-term forecasting including trends in group and transient inventories, occupancy, rates, product line, strategic sales goals, and sellout strategies• Participated in weekly revenue meetings where the appropriate booking period was evaluated for proper rate and availability control; provided a synopsis of results vs. decisions from the previous week

Miami, Fl

Promoted to Front Office Manager

Duluth, Mn

267-bed Level II Regional Trauma Center• Collaborated with the Nurse Supervisor to provide the appropriate number of staff for each unit of the hospital based on patient census and staffing guidelines; recruiting additional staff to work as necessary• Maintained accurate shift worksheets and correctly posted daily staffing assignments to ensure staff received accurate pay and accrued benefits appropriately• Researched and resolved payroll inquiries upon request• Assisted the HR Department in matters related to leaves of absences, attendance, and certifications with the highest level of confidentiality at all times

Duluth, Mn

• Responsible for answering incoming calls from brokers and employers while maintaining a high level of customer service and meeting established productivity, schedule adherence, and quality standards• Responded to complex customer issues and resolved inquiries related to the billing and eligibility of insurance plans; utilizing multiple computer programs and various online tools simultaneously

Duluth, Mn

• Responsible for conditioning the athletes and teaching sportsmanship, cooperation, work ethic, sports techniques, playing rules, strategies, and playing tactics• Conducted practices and contests for the freshman team and supervised locker rooms/buses• Managed uniforms, equipment, and school facilities in a responsible manner

Superior, Wi

Limited-service property featuring 84 guest rooms and breakfast bar• Ensured the front office demonstrated the highest standards of guest service through training and development of the team in line with company policies and brand standards to achieve maximum guest satisfaction• Worked directly with GSRs, modeling a professional demeanor and proper execution of procedures including sell strategies, reservations, guest check-in/out, luggage assistance, PBX services, bucket check, daily call around, cashiering, and shift-close• Supported and assisted team members in managing guest requests and resolving issues in a timely, friendly and efficient manner• Monitored occupancy, call volume and lobby traffic throughout the shift and adjusted staffing as necessary

Duluth, Mn

Full-service property featuring 345 guest rooms, 3 restaurants/bars, 12,000+ sq. ft. banquet space• Oversaw the operation of the guest services (front desk/reservations and bellman) and accounting departments with the responsibilities of interviewing, terminating, positive reinforcement, disciplinary action, performance evaluation, training, scheduling, and staff development of more than 15 associates • Participated in weekly revenue management meetings to develop sell strategies• Accountable for the 10-day and monthly room revenue forecasts • Extensive training in the IHG People Notice and Stay Real customer service programs; conducted Stay Real training sessions for hotel associates

Duluth, Mn

• Responsible for the accurate and timely completion of accounts receivable, accounts payable, cashiering (deposits, petty cash, bank audits, check-book), purchase orders, accruals, the research and resolution of charge-backs, night audit processes, and month-end closing• Identified several areas within the accounting department to be improved and took immediate action to develop and implement new Standard Operating Procedures; eliminating 20 hours of labor per week• Trained and assisted new management at our hotel and other properties in accounting practices• Instrumental in the configuration and installation of the accounting software program, M3, for all properties within the company including training the GMs, AGMs, accounting staff, and night auditors• Consistently maintained a current A/R Ledger (average rolling balance $100k+) with less than 5% of accounts past due• Created and maintained Excel spreadsheets used for daily financial reports, F&B inventories, F&B cost calculators, housekeeping inventories, and forecasting

Duluth, Mn

• Managed the hiring, termination, performance reviews, and scheduling of the security officers• Assisted departments during busy periods including guest services, shuttle service, housekeeping, laundry, banquets, and food & beverage outlets• Resolved guest issues in the absence of executive management• Completed nightly MOD reports and weekly room inspections• Skilled in the Signature Transient Edge Hospitality training program

Ocean City, Md

Full-service, oceanfront, family resort featuring 90 guest rooms and two restaurant/bars• Accurately recorded reservations, composed group proposals, and set-up room blocks for wedding parties and golf getaways• Reviewed reservations made each day and applied deposits upon receipt• Communicated with guests over the telephone (managing multiple lines), via email, and through letters

Ocean City, Md

Promoted to Reservations Supervisor

Bachelor Of Arts - Ba, Law

Activities and Societies: Phi Alpha Delta (PAD), The National Society of Leadership & Success (NSLS), American Psychological Association.

Associate Of Arts - Aa, Psychology, Graduated With High Honors, 4.0/4.0 Gpa

Activities and Societies: The National Society of Leadership & Success (NSLS), American Psychological Association (APA)Core Courses.

Certified Nursing Assistant, Nursing, 4.0/4.0 Gpa