Paula Deuel Email and Phone Number

FOM/AGM for a 165 room boutique hotel. Responsible for all interviewing, training, all front office procedures, staff discipline, ordering, inventory and all guest disputes.

Responsibilities included all front office operations, hiring, training, scheduling, ordering, inventory, accts receivable, accts payable, answering all guest satisfaction surveys and addressing all guest concerns.

Ran a 123 room property on the overnight shift with a staff of 4 or more individuals. Responsible for all revenue accounting, scheduling, training, security, inventory, ordering and guest dispute resolution.

Former assistant front desk manager of a 606 room timeshare property in Williamsburg, Virginia. Ran the front office as the MOD on the evening shift. Responsibilities included all front office operations, training, scheduling, guest assistance, dispute resolution and all other duties as assigned.

Night auditor/MOD for a 276 room timeshare resort in Williamsburg,VA. My responsibilities included all revenue accounting, supervision of staff, all front desk duties and handling any and all guest issues or concerns.

Promoted to manager position to recruit, train, and supervise 10+ customer service reps and auditors. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. Selected Contributions:*Won "Service Excellence Award" for instrumental role in improving customer service satisfaction, from #32 ranking to #9 in 2009.*Reduced staff turnover by 15% in 2008, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.*Elevated hotels guest-satisfaction index from 86% to 92% within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.*Trained front desk staff and night auditors in hotel policies and procedures, with contributions to significantly improve guest satisfaction.

Ran a small motel in upstate NY on the night shift. Responsibilities included all front desk duties, security of the guests and grounds, revenue accounting, scheduling and all other duties as assigned.

Facilitated Enroller. My responsibilities included eligibility screening for government funded/state run medical assistance programs for Saratoga County. Setting up interviews, document retrieval, case management, referrals to all community based organizations and programs and follow up with client- recertifications.