Michael Lively Email & Phone Number

United States

Inbound/outbound telephone customer service, handle support emails, refunds, research, resolve, and record problems. Work in conjunction with other departments for training, data entry, taxpayer support and communications. Review ordinances/acts/legislation to become familiar with requirements, rates, municipal workflows, and representatives of city/county government. Prepare and assist in proofing of data and correspondence. Format and prepare reports and dashboards. Ability to complete tasks with aggressive deadlines, ability to work on multiple projects at one time and with little supervision. Confers with persons originating, handling, processing, or receiving reports to identify problems and gather suggestions for improvements. Additional responsibilities are assigned as deemed necessary on a weekly/daily basis.

Birmingham, Alabama Area

Recruited based on reputation for delivering exceptional guest experiences in prior roles as general manager at other properties. Tasked with reversing recent customer service decline and taking this historic but aging property to the next level of guest service and satisfaction. Manage and train up to 10 staff on guest service principles and techniques across variety of functions/ departments. Maximize revenue with sole front desk authority for room rates. Ensure efficient and problem-free check in and check out. Respond to requests to avoid escalation. Respond to TripAdvisor comments and complaints as well as Medallia surveys and reviews

Birmingham, Alabama Area

Promoted to open this brand-new property based on reputation for responsiveness, work ethic, customer-orientation and team leadership in prior role. Oversaw all aspects of building construction including set up of each individual suite. Recruited and managed staff of ten including department heads and suite keepers. Built culture of customer-focus. Implemented marketing and promotional strategies

Hoover, Alabama, United States

Elevated based on prior performance at Fairfield to lead staff of up to 25 across all guest service and operational functions in ensuring highest levels of guest satisfaction. With 24-hour on call readiness, oversaw HR, scheduling and payroll, housekeeping QA, guest satisfaction, event coordination. Replied to guest surveys.

Kept records of room availability and guests' accounts manually or digitally. Posted charges. Computed bills and collected payments. Recorded and directed guest comments. Answered inquiries pertaining to hotel services, travel directions, and shopping, dining, or entertainment. Oversaw reservation specialist and weekend engineer.

Fultondale, Alabama, United States

Concurrent while working at Fairfield Inn and Suite. Served in customer-facing and operational roles managing variety of logistics and customer service functions. Examined shipment contents and verified accuracy. Communicated with company representatives to rectify inconsistencies. Determined staffing, material or equipment needs. Routed materials to departments and/or to and from storage or production areas. Conducted audits and cycle counts of freight.