ELIZABETH PHIRI
Nashville
Summary
If you require a high-energy team player with a no-excuses attitude and is up to any task, then I’m the person you’re seeking. My qualifications and experience will enable me to fulfil your expectations.
I am conscientious in my personal and professional life. I take pride in myself and my work, and derive considerable satisfaction from doing an assignment well. I cope well with high-stress situations and can manage a variety of projects simultaneously. My specific proficiencies include Hospitality Management and Events Management. I am seeking a responsible position that offers challenge and opportunity.
I believe my background provides the skills you require for this position. I would welcome the opportunity for a personal interview to further discuss my qualifications.
Overview
13
13
years of professional experience
Work History
Operations Manager
LAZ Parking
10.2022 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
Account Manager
PMC
02.2022 - 09.2022
- Continually ensure optimal staffing levels on each shift.
- Always ensure the safety and security of all vehicles and keys. Investigate and resolved any parking revenue discrepancies.
- Ensured that parking and valet procedures meet expectations and established standards while maximizing profitability and minimizing financial exposure.
- Conducted random keyboard audits and mid-shift audits to ensure consistency in performance standards and revenue controls.
- Coordinated break and meal periods for on-duty staff according to activity levels.
- Audit and balance the hotels daily valet transactions.
- Evaluate upcoming program plans to forecast expected resource needs.
- Conduct performance reviews each quarter, offering praise and recommendations for improvement.
- Implement policies and standard operating procedures for continuous improvement.
- Book large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Greet and assist guests by gathering information pertaining to reservations or requests.
- Hire and train new employees, demonstrating best methods for serving clients and guests.
- Handle guest complaints and offer complimentary services to maintain high guest satisfaction rates.
- Perform various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
- Negotiate agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
- Monitored social media and online sources for industry trends.
Overnight Front Desk Manager
Marriott International (Gaylord Opryland)
02.2021 - 04.2022
- Over Night MOD
- Audit and balance the hotels daily transactions.
- Evaluate upcoming program plans to forecast expected resource needs.
- Conduct performance reviews each quarter, offering praise and recommendations for improvement.
- Implement policies and standard operating procedures for continuous improvement.
- Book large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Greet and assist guests by gathering information pertaining to reservations or requests.
- Hire and train new employees, demonstrating best methods for serving clients and guests.
- Handle guest complaints and offer complimentary services to maintain high guest satisfaction rates.
- Perform various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
- Negotiate agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
- Monitored social media and online sources for industry trends.
Operations Manager
Yogi Mahesh Corporation
01.2019 - 02.2020
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
- Evaluated upcoming program plans to forecast expected resource needs.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Implemented policies and standard operating procedures for continuous improvement.
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Established internal databases and record management systems to ensure accuracy and integrity of all documentation and data.
- Developed long-lasting relationships with outside vendors, including florists and restaurants, so that guests could secure valuable deals on services and meals.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
- Monitored social media and online sources for industry trends.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Prepared relevant SRM documents in conformance with Safety Management System (SMS) order.
- Managed quality assurance program including on site evaluations, internal audits and customer surveys.
Rooms Controller
Marriott International
01.2018 - 09.2018
- Confirmed reservations, sold upgrades, assigned rooms and issued keys Quickly and efficiently to achieve a positive experience for guests.
- Processed all check-outs and resolved disputed charges fairly while adhering to company policies.
- Consulted with the housekeeping and reservation departments to provide status updates on guest rooms.
- Trained new employees on the [Company]'s standards and procedures to enhance operational efficiency.
- Confirmed room rates and verified match to market codes and company expectations.
- PPMS.
- Recommended top dining and entertainment options for guests in the ATLANTA area.
- Oversaw an inventory of items that were placed in each guest room.
- Enforced lost and found procedures whenever missing items were located.
- Used specific cleaning products in each guest room as per company procedures.
- Coordinated activities for the ground crew ensuring that tasks were completed on time.
- Cross-trained shift personnel in various roles and tasks through frequently rotating assignments.
- Maximized occupancy rates through [Sales initiative].
- Supervised front desk staff.
Front Desk Associate
Marriott International
04.2016 - 01.2018
- Contacted customers and guests to confirm reservations.
- Handled the complaints and concerns of customers.
- Provided key administrative support to coworkers.
- Handled communications systems.
- Provided bookkeeping of important files.
- Sustained financial records.
- Verified and collected client payments.
- Planned itineraries for guests.
Night Auditor
WHITELODGING MANAGEMENT
07.2015 - 02.2016
- Managed late check-ins and directed guests to rooms and facilities.
- Performed balance procedures for hotel accounts and resolved discrepancies.
- Informed travelers of hotel security features and offered details regarding the establishment's fire and emergency procedures.
- Kept inventory of keys and linens each day and included all necessary information on audit reports.
- Documented wake-up requests and set up automatic calls in system.
- Attended all mandatory meetings for hotel staff and brought issues to the attention of upper management.
- Completed nightly updates to hotel rates and individual room charges.
- Assessed checklist on a daily basis and planned shift accordingly.
- Managed a team of four front desk agents and helped them to resolve issues that arose during their shifts.
Housekeeping Supervisor
WHITELODGING MANAGEMENT
03.2014 - 06.2015
- Facilitated improvements to workflow and room turnover with hands-on, proactive management style.
- Reviewed employee performance and devised improvement plans.
- Sustained safety protocols, ensuring proper and cost-effective equipment and material usage.
- Operated incinerators and trash compactors to dispose of garbage.
- Stocked room attendant carts with supplies.
- Reduced process gaps by managing inventory control to meet client demands.
- Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.
- Supervised employees and developed training programs to ensure maximum performance.
- Diminished financial discrepancies by accurately managing payroll for departmental employees, and bookkeeping processes.
- Supervised and scheduled a team of housekeepers.
Front Desk Associate
WHITE LODGING MANAGEMENT
01.2014 - 05.2014
- Verified and collected client payments.
- Handled the complaints and concerns of customers.
- Provided key administrative support to coworkers.
- Handled communications systems.
- Sustained financial records.
- Provided work schedules for employees per week.
- Provided bookkeeping of important files.
- Answered the phone and emails to make reservations and take guest information.
- Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.
Sales Coordinator
EASTIN HOTEL
06.2012 - 07.2013
- Gathered information from clients for entry into the computer database.
- Created professional sales presentations and attended retail trade shows to creatively communicate product quality and market comparisons to potential customers.
- Drove sales by effectively up-selling and cross-selling products to maximize profitability.
- Grew customer base, acquiring new customers and identifying needs to deliver relevant services.
- Fostered relationships with customers to expand customer base and enhance loyalty and retention.
- Created professional sales presentations and attended retail trade shows to creatively communicate product quality and market comparisons.
Education
Bachelor of Arts - HOSPITALITY AND EVENTS MANAGEMENT
IMI University Switzerland
Luzen Switzerland01.2013
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operations monitoring
- Operational efficiency
- Decision-making
- Planning and implementation
- Staff training
Timeline
Operations Manager
LAZ Parking
10.2022 - Current
Account Manager
PMC
02.2022 - 09.2022
Overnight Front Desk Manager
Marriott International (Gaylord Opryland)
02.2021 - 04.2022
Operations Manager
Yogi Mahesh Corporation
01.2019 - 02.2020
Rooms Controller
Marriott International
01.2018 - 09.2018
Front Desk Associate
Marriott International
04.2016 - 01.2018
Night Auditor
WHITELODGING MANAGEMENT
07.2015 - 02.2016
Housekeeping Supervisor
WHITELODGING MANAGEMENT
03.2014 - 06.2015
Front Desk Associate
WHITE LODGING MANAGEMENT
01.2014 - 05.2014
Sales Coordinator
EASTIN HOTEL
06.2012 - 07.2013
Bachelor of Arts - HOSPITALITY AND EVENTS MANAGEMENT
IMI University Switzerland
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