Jordan Thomas
Burnsville
Summary
Accomplished Assistant General Manager at TPI Hospitality, adept in operations management and guest relations, significantly enhanced brand awareness and customer satisfaction. Expert in Fosse/PMS and proficient in staff development, I spearheaded initiatives that streamlined efficiency and fostered a supportive work environment, driving sales growth and operational profitability.
Results-driven managerial professional with a track record of optimizing operational efficiency and leading teams to success. Recognized for fostering a collaborative environment and delivering consistent results. Adept at navigating dynamic business challenges through strong problem-solving and communication skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant General Manager of Residence Inn
TPI Hospitality
04.2023 - Current
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns promptly.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Developed and implemented new operational procedures, streamlining daily tasks and improving efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Analyzed customer feedback data through Guest Voice to identify areas of improvement and develop solutions.
- Managed team schedule via Hotel Effectiveness with an eye for coverage needs and individual strengths.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Proficient in Marriott Fosse and MARSHA systems.
Taskforce Manager
TPI Hospitality
04.2022 - 04.2023
- Fostered a positive work environment by promoting teamwork, open communication, and professional development opportunities.
- Streamlined communication across departments for improved collaboration and task force efficiency.
- Implemented quality control measures to maintain high task force operations and output standards.
- Increased productivity with the implementation of innovative management techniques and tools.
- Proficient in Marriott, Hilton, and IHG Hotel operating systems which included Fosse, PMS, PEP OnQ, and Opera.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Booked large groups for weddings, seminars, conferences, and other events, providing the best available room rates.
- Coordinated renovation projects, minimizing disruptions to guests while improving the overall aesthetic of the property.
Customer Service Specialist Intermediate
State of Minnesota DNR
12.2020 - 04.2022
- Handled escalated calls calmly, finding resolutions that satisfied both the company's and the customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Analyzed and submitted licenses, permits, and titles for Minnesota recreational vehicles.
Customer Service Representative/Rooms Controller
Marriott International, Inc.
08.2016 - 09.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Communicated proactively with housekeeping staff to ensure timely room turnovers.
- Processed all guest check-ins, activated room keys, and secured valid payments.
- Handled payment transactions accurately, maintaining proper cash-handling procedures at all times.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Adhered to all hotel policies and procedures by maintaining the confidentiality of guest information and following proper phone etiquette at all times.
- Managed group arrivals and departures.
Education
Bachelor of Business Administration And Management - Business Management
University of Minnesota
Minneapolis, MN05-2017
Associate of Applied Business - General Studies
North Hennepin Community College
Minneapolis, MN01-2013
Skills
- Brand management
- Inventory control
- Operations management
- Staff development
- Guest relations management
- Guest services management
- Cash handling
- Fosse/PMS Expert
- Hilton PEP/OnQ Expert
- IHG Opera Expert
- Revenue generation
- Vendor interaction
Accomplishments
- Managed a team of 20 staff members.
- Created continuous revenue streams for the hotel by promoting an array of services to guests and clients.
- Carefully mentored newly hired employees on customer service techniques which helped improve focus on guests and visitors.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
ServSafe Certification for completing the standards set forth for the ServSafe Food Protection Manager Certification Examination, which is accredited by the ANSI(American National Standards Institute)National Accreditation Board(ANAB)-Conference for Food Protection(CFP). Date of examination12/30/2023 and date of expiration 12/30/2028.
Timeline
Assistant General Manager of Residence Inn
TPI Hospitality
04.2023 - Current
Taskforce Manager
TPI Hospitality
04.2022 - 04.2023
Customer Service Specialist Intermediate
State of Minnesota DNR
12.2020 - 04.2022
Customer Service Representative/Rooms Controller
Marriott International, Inc.
08.2016 - 09.2020
Bachelor of Business Administration And Management - Business Management
University of Minnesota
Associate of Applied Business - General Studies
North Hennepin Community College
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