General Manager Front Office
Resume:
Kathleen Rogers
West Covina, CA 91791
Objective: Seeking a challenging Full-time position in a progressive company, with room for personal and professional growth and advancement, where my attention to detail and varied skills will be best utilized.
Qualifications: Personal attributes include the ability to work well with people on various levels. Effectiveness in working independently or as a team member, and achieve results. Able to learn quickly without repetitive instructions. Skillful in motivating people to produce measurable results.
Work Skills: Experience managing hotels and all-suite hotels as General Manager. Trained or re-trained General Manager’s for the corporate office. Installed a new PMS at 9 hotels. Wrote a manual on Front Office procedures, and conducted a power point presentation at the hotels conferences covering the material. Trained in all departments of the hotel, including the bookkeeper position, which involves AP, AR, Payroll, and numerous report generating. Have also written procedures for Computer Graphics Quality Control on a graphic land-base with a database.
COMPUTERS: Excel, Microsoft Word, SAP Accounting, Kronos Payroll, Ceridian Payroll, Power Point, and Outlook programs. Intergraph Workstations, IBM 3279, and any and all office machines. Also able to operate and do minor repairs on computers, computer cables, laser printers, V8836 laser plotter, electrostatic plotter, and microfiche machines. Experience:
Apartment Manager
West Park Apartments
600 S. Fernwood St. West Covina, CA 91791
Feb 2009-Present Responsible for three employees and managing a luxury apartment complex. Duties included booking vendors for work, ordering all office and maintenance supplies, processing payables, rents, and leases. Held accountable for revenues, expenses, and sales.
General Manager
Hilton Garden Inn-Anaheim/Garden Grove
11777 Harbor Blvd. Garden Grove, CA 92840
Feb 2007-Oct 2008 Responsible for all full service revenues and expenses at the hotel, and held accountable for variances to the budget each month. Complete the Budget and Marketing Plan each year. Managed the Food and Beverage department for four months while looking for a manager for that department. Increased guest service survey scores within a year from 63.57% to 73.71% in overall satisfaction. Increased RevPar Index from 100.8% to 105.3%. Monitored and documented all aspects of a complete renovation. Attend all Anaheim Convention Mixers, Anaheim/Garden Grove Safety meetings, and Chamber Mixers. Developed and maintained relationships with the area’s General Managers and Convention employees. Responsible for all accounting and payroll procedures on the property. Vice President of the Association that covers the three hotels and restaurant on the same pad. Responsible for all employee training and documentation of training. Require (and monitor) all department heads to follow standard operating procedures and maintain guest service scores. General Manager/Front Office Manager/Reservations Manager Woodfin Suites-Brea
3100 E. Imperial Hwy. Brea, CA 92821
General Manager
Nov 2000-Jan 2007 Responsible for all revenues and expenses at the hotel. Hire, train, and counsel all management positions. Prepare and control the hotel budget. Go over profit and loss statements to ensure all expenses are correct, and to make any adjustments in operations needed to stay within the budget. Analyze the market, with the sales staff, to submit the Marketing Plan and to set rates. Review and approve Front Office paperwork, accounting reports, payroll reports, marketing plans, quality assurance programs, incentives, and all expenses for the hotel. Ensure all Department Managers are following SOP and training all employees on SOP and guest interaction. Head staff, sales, and revenue management meetings ensuring good communication and feedback from employees and managers. Front Office Manager
Jun 1995-Nov 2000 Responsible for all operations at the front desk, including the reservations department and the gift shop. Able to consistently keep guest service scores above 90%. Reservations Manager
Oct 1994-Jun 1995 Responsible for all reservations, wait-lists, and yield management. Was able to increase occupancy to sell out Monday though Thursday. Created new PMS and Front Office Procedures training systems and manuals for use in both Orange County hotels. Landbase/Database Conversion Supervisor
So. Calif. Gas Co. (Thomas Temporaries now Venturi Staffing) 3280 E. Foothill Blvd. Ste 140, Pasadena, CA 91107
July 1984-Oct 1994 Finished landbase and database project covering all of Orange County. Was responsible for writing and implementing procedures for quality control. Held meetings and training classes on quality control procedures. Trained employees on Intergraph Workstations, procedures, and correcting landbase product. Suggested, tested, and analyzed programs to expedite work. Gave work direction, production planning, and supervised quality control. Market Research Assistant Manager
Integrity Research
25000 La Mirada Blvd. Suite 201, La Mirada, CA 90638 (Mall closed) June 1982-May 1984 Ran demographics and tallied results for surveys taken by the public in a mall. Talked to clients, took bids, and quoted rates for market research surveys. Trained and supervised a staff of fifteen. Conducted interviews, hired, and terminated employees when needed.
Telephone Surveyer/Survey Quality Control
Hoolihan Marketing Research
(Business closed)
June 1981-June 1982Conductedtelephonesurveyswiththegeneralpublicandbusiness managers. Spoke with, and obtained the opinions, of a wide variety people at home or work, including managers or COO’s of companies. Did quality control by listening in on employees surveys to ensure SOP’s are being followed.
Education: Cerritos College 1982-1984 Cerritos, CA Marketing/Advertising
La Mirada High School 1978-1982 La Mirada, CA
General Education
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