Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brooke Piner

Waynesboro

Summary

Dynamic hospitality professional with extensive experience at IHG Hotels & Resorts, excelling in operations management and staff development. Proven track record in enhancing employee engagement and optimizing budget control, leading to improved service quality and guest satisfaction. Skilled in training and mentoring teams, fostering a culture of excellence and collaboration.

Exceptional social skills, communication abilities and customer service background. Dedicated to following health and safety guidelines and handling food items properly. Pursues every opportunity to support team members and proactively address issues.

Overview

5
5
years of professional experience

Work History

Assistant General Manager

Kalyan Hospitality
01.2024 - Current
  • Assisted in daily operations, supporting management with routine administrative tasks.
  • Coordinated team schedules to optimize workflow and enhance productivity.
  • Supported budgetary processes through data entry and record management.
  • Implemented operational procedures to streamline communication across departments.
  • Maintained inventory records, ensuring accurate stock levels and timely replenishment.
  • Collaborated with staff to address customer inquiries and resolve issues effectively.
  • Participated in training sessions to improve knowledge of company policies and procedures.
  • Contributed to team meetings by providing input on process improvements and efficiencies.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
  • Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
  • Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
  • Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.

General Manager

IHG Hotels & Resorts
01.2023 - 01.2024
  • Oversaw daily operations to ensure exceptional guest experiences and satisfaction levels.
  • Developed and implemented operational strategies to enhance efficiency and service quality.
  • Managed budgeting processes, optimizing resource allocation across departments for improved performance.
  • Led team training programs, fostering a culture of continuous improvement and high service standards.
  • Collaborated with department heads to streamline workflows and enhance interdepartmental communication.
  • Drove initiatives to improve employee engagement, resulting in reduced turnover rates and increased morale.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Implemented sustainability initiative, reducing energy consumption and waste, and promoting eco-friendly practices.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Reported issues to higher management with great detail.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.

Front Office Manager

Kalyan Hospitality
08.2020 - 01.2023
  • Managed front office operations, ensuring smooth guest check-in and check-out processes.
  • Trained and supervised front desk staff, enhancing team efficiency and customer service quality.
  • Implemented new scheduling system, improving appointment accuracy and reducing wait times for guests.
  • Resolved guest complaints effectively, fostering positive relationships and maintaining high satisfaction levels.
  • Developed training materials for new hires, streamlining onboarding process for front office staff.
  • Conducted regular performance evaluations, providing constructive feedback to promote employee development.

Education

High School Diploma -

Robert E Lee High School
Staunton, VA

Skills

  • Staff management

  • Inventory control

  • Operations management

  • Staff development

  • Employee scheduling

  • Budget control

  • Operations oversight

  • Customer relationship management (CRM)

  • Training and development background

  • Team leadership expertise

  • Employee relations

  • Food safety and sanitation

Timeline

Assistant General Manager

Kalyan Hospitality
01.2024 - Current

General Manager

IHG Hotels & Resorts
01.2023 - 01.2024

Front Office Manager

Kalyan Hospitality
08.2020 - 01.2023

High School Diploma -

Robert E Lee High School

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Brooke Piner