Shonne McGuire
Virginia Beach
Summary
A pleasant personality and a customer-focused background, as well as knowledge of the hotel industry. Assistant General Manager with inventory management experience. Composed persona with a strong sense of motivation. Problem-solver with outstanding communication, customer service, and organizational skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Highgate Hotels
Virginia Beach
07.2023 - Current
- Communicated regularly with suppliers regarding product delivery timelines, pricing information.
- Analyzed sales data to identify trends and opportunities for growth.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Prepared weekly schedules for staff members based on their availability.
- Maintained accurate records of employee attendance, payroll information, sales figures.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Monitored inventory levels and placed orders for new stock as needed.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Ensured that customer service standards were met or exceeded at all times.
- Analyzed financial data and prepared reports for senior management.
- Conducted regular performance evaluations for employees to ensure quality standards were maintained.
- Prepared reports on occupancy rates, revenue management and profitability metrics for senior management review.
- Oversaw daily housekeeping operations to ensure cleanliness of guest rooms and public areas.
- Managed budgeting processes including forecasting revenues and expenses for the hotel.
- Monitored customer feedback surveys and took appropriate action based on results.
- Organized monthly meetings with department heads to review performance metrics.
- Optimized room rates to gain maximum occupancy figures, improving revenue growth and increasing market share.
- Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
- Administered new hire paperwork and maintained employee files.
- Managed room allocations and bookings, optimizing occupancy and revenue.
Assistant General Manager
Hyatt Place
Virginia Beach
05.2022 - 07.2023
- Worked with the General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
- Prepared weekly schedules for front office staff and breakfast attendants.
- Responsible for end of month reports, Inventory, Food cost ETC.
- Placed all food orders for breakfast and restaurant.
- Provided the Revenue Management Department with information that includes a market analysis of competitors' rates by market segment for weekday and weekend, and a forecast of local market conditions and special events that may impact occupancy and/or rate.
- Assisted the General Manager to produce the annual budget by forecasting changes in operating expenses and labor cost.
- Coded invoices for all departments in the hotel.
- Used business forecasts to manage costs by scheduling labor in accordance with staffing guidelines and to control other expenses in accordance with business demand levels.
- Posted payments for AR as well as sent out invoices.
Front Office Manager
Hampton Inn & Suites
Norfolk
10.2020 - 05.2022
- Completed all of the team's specific goals and collection activities.
- Was in charge of enforcing complex and constantly changing state policies across the entire office.
- Set up efficient workflow processes, tracked daily productivity, and made changes to improve the overall effectiveness of personnel and activities.
- Evaluated the performance of various employees and encouraged team members to increase productivity.
- Was in charge of troubleshooting, maintenance, updates, and report generation for the CRM and company database.
- Evaluated employee performance and implemented incentives and team-building events to boost morale.
- Was in charge of processing direct cash transactions.
- Trained team members on new hotel services and products to support promotional efforts.
- Kept track of inventories in order to maintain a productive office environment.
- Served as a back-up to the front desk, assisting with various tasks when an employee was absent or out for lunch.
- Assisted with making front desk schedules and making sure staff adheres to schedules as well as any adjustments that would be made to schedule due to business needs.
- Assisted with administrative duties such as credit reversals, Daily reports, Bank deposits, logging lost and found items and being sure they were properly secured, Office supply.
Front Office Manager
Holiday Inn & Suites
Virginia Beach
01.2018 - 03.2020
- Was in charge of processing direct cash transactions.
- Train staff as well as critiquing telephone etiquette and sales skills.
- Made sure all Elite guest guest received proper recognition and gift upon arrival.
- Verify and collect guest payment ensuring all procedures were followed.
- Made sure all welcome calls were placed in a timely manner to insure guest satisfaction.
- Supervised daily operation of front desk.
- Scheduled front desk agents.
- Responsible for end of month reports, Inventory.
- Completed performance evaluations for front office.
- Addressed performance deficiencies of front office staff through coaching and disciplinary actions.
Front Desk Supervisor
Best Western Plus
Myrtle Beach
07.2014 - 01.2018
- Reconciled hotel accounts at the end of the day.
- Monthly meetings for cashiers and membership desk associates were created by me.
- Double-checked financial data for accuracy by comparing payment cards to identification.
- Performed concierge services for guests as needed.
- Provided knowledgeable and friendly service to guests who had problems with their rooms or reservations.
- Alerted appropriate personnel to facility and room maintenance issues so that they could be addressed right away.
- Kept track of accounts and ran daily reports to double-check totals.
- Was in charge of collecting deposits, fees, and payments, as well as processing all financial data and providing customers with receipts and change.
- Educated new employees on proper procedures, regulatory requirements, and performance strategies.
- Was in charge of all front desk operations, keeping an eye on the hotel's reputation, employee productivity, and operational efficiency.
- Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
- Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
Ast. Food & Beverage Manager
Augusta Regional Airport
Augusta
03.2010 - 07.2014
- Built relationships with suppliers and vendors that resulted in special volume pricing and availability.
- Conducted regular inspections of preparation and storage equipment to assess function and maintain performance in order to ensure cost-effective and safe operations.
- Was in charge of the overall beverage program, which included wine, beer, and alcohol selection, ordering, and inventory control.
- Checked for staff compliance with accepted food and beverage safety regulations, and where necessary, suggested remedial training.
- Implemented progressive disciplinary measures for staff, oversaw opening and closing duties, and managed work zones.
- Maintained high food quality standards by reviewing shipments, overseeing preparation, and monitoring food safety.
- Was in charge of resolving customer complaints about food or beverage quality and service.
- Ensured all cash handling procedures are upheld. Is accountable for store funds while running a shift.
- Placed all food orders with U.S Foods and additional suppliers for alcohol as well.
Education
High School Diploma -
Lakeside High School
Evans, GA01.2006
Skills
- Budgeting and cost control strategies
- Profit and loss accountability
- Purchasing
- Staff training
- Cost reductions
- Expense control
- Customer relations
- Staffing
- Policy/program development
- Risk management
- Leadership and team building
- Sales
- Inventory management
- Leadership
- Proficient in Excel & Word
- Schedule management
- Calm under pressure
- Vendor relationships
- Strategies and goals
- Cost analysis and savings
- Skilled negotiator
- Budget Forecasts
- Labor cost controls
- Computer-savvy
- Sales analysis
- Financial Management
- Forecasting revenues
- Payroll administration
- Performance evaluation
Certification
Food Handler Certification
Revenue Management Certification
Timeline
Assistant General Manager
Highgate Hotels
07.2023 - Current
Assistant General Manager
Hyatt Place
05.2022 - 07.2023
Front Office Manager
Hampton Inn & Suites
10.2020 - 05.2022
Front Office Manager
Holiday Inn & Suites
01.2018 - 03.2020
Front Desk Supervisor
Best Western Plus
07.2014 - 01.2018
Ast. Food & Beverage Manager
Augusta Regional Airport
03.2010 - 07.2014
High School Diploma -
Lakeside High School