0424 951041 7 chevell plave - uki, nsw 2484 abc@xyz.com

yyyyyy x. yyyyyy

yyyyyy x. yyyyyy

results-driven professional eager to contribute dynamic management, team-building, business development and employee training skills toward actively supporting a progressive organization in optimizing operational performance.

profile

ø  offer progressive managerial experience in the hospitality/tourism industry, with comprehensive background in training and development employees.

ø  entrusted with achieving optimal utilization of human and financial resources through proactive workflow planning/coordination and budget administration.

ø  effectively define, develop and implement targeted action plans to maximize operational productivity, efficiency and profitability.

ø  proactive leader who successfully recruits, trains/develops, mentors and leads top-performing teams and creates a collaborative environment conducive to achieving high levels of employee retention and job satisfaction.

ø  exceptional ability to research and evaluate industry trends and competitor products and use findings toward designing and executing innovative strategies to boost company leveraging.

ø  dynamic communication, presentation, relationship building and problem-solving abilities.

ø  excel at interacting with broad populations including senior management and staff as well as clients and external contractors.

ø  verify appropriate action plans, milestones and performance measurements based on organizational goals.

ø  ensure customer service and satisfaction is afforded highest attention and priority.

ø  willing to travel.

recent career achievements

ø  drastically reduced department debt from $92k to $17k within a 6-month period by implementing a mandatory process holding each team leader accountable.

ø  boosted the departmental net promoters score 4% and improved quality of services by combining two departments and cross training the staff.

ø  successfully reduced staff turnover from 82% to 17% within a 12-month period.

professional experience

wyndham vrap - gold coast, qld                                                                                      2006-2008

reservations & customer service manager

  contribute dynamic leadership skills in managing 40 call centre staff, with full accountability for overseeing all aspects of daily operations.

  cost-effectively allocate and administer departmental budgets and auditing.

  mentor, motivate and train employees, playing an instrumental role in the development of top performing team members.

  apply advanced communication and interpersonal relation abilities in successfully negotiating rates with wholesalers.

  proactively build and establish key relationships and liaise effectively with staff, clients and outside businesses.

  promote superior service and exceptional customer satisfaction by promptly resolving issues.

 

choice hotels europe - perth, scotland                                                                                2003-2006

operations & development manager

  within 3 months, ensured all health & safety, fire & food hygiene procedures were in place and full compliant with government regulations, thereby gaining the license to operate.

  spearheaded diverse administrative activities ranging from recruiting, training and performance evaluation to workflow planning and policies/procedures development, with strong focus on optimizing productivity, efficiency and quality of services for this 4-star hotel.

  contributed industry expertise and strong communication skills toward acting as first point of contact in responding to customer inquiries, resolving problems and delivering superior services.

 

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gillian bruce                                                                                                                                            page 2 of 2

 

 

 

holiday inn - edinburgh, scotland                                                                                        1998-2003

general manager (2000-2003)

  proficiently developed and executed strategic plans to efficiently manage day-to-day operations and revenues for this 5-star hotel.

  increased the occupancy from 43% to 72% in a year by innovatively designing and launching a professional website and implementing targeted marketing strategies.

  cut operating costs by 7% in the first 18 months.

  decreased staff turnover from 62% to 12% by establishing a collaborative and positive work environment.

operations manager, garden court (1998-2000)

  strategically planned and coordinated daily operations to maximize use of human resources while controlling labor costs and meeting customer needs.

  applied sharp business acumen toward defining and implementing policies to boost overall operational performance.

 

prior experience

 

quality hotel

deputy manager - edinburgh

area trainer - scotland

front office manager - perth

 

gleneagles hotel - scotland

conference & banquet manager

food & beverage manager

conference & banquet coordinator

education

b.a. in hotel, catering & business management - napier college & gleneagles hotel (edinburgh, scotland)

diploma of tourism operations management, qld

professional development/training

certificate iv in training and assessment 2008

first aid, 2003-2006

health & safety, 2004-2006

getting the best from people, 2001

interview techniques, 1998

scottish tourist board customer service award, 1991-1993

train the trainer, 1992

technical skills

windows computer environment xp, excel, ms word, publisher & power point.

igs, fidelio & hirum front office systems.

community activities

volunteer - children s panel with the scottish justice system, 2004-2006

volunteer c childline, 1999-2003

 

 

 

 

date

 

 

 

hiring agent name

company

address

city/state/zip

 

dear _______________________________:

 

i am currently exploring new opportunities, and am interested in joining your team.  to acquaint you with my qualifications, i m submitting my resume for your review.  in advance, thank you for your time and consideration.

 

from leading high performance teams and facilitating superior employee development to reducing operating costs and executing proactive organizational processes/procedures, i have continually excelled in maximizing performance as a dynamic leader.  i excel in identifying and resolving inefficiencies, introducing solutions instrumental to boosting performance and strategically utilizing human resources to generate optimal results.  as illustrated by my career background, i have continually advanced in the hospitality/tourism industry, assuming increasing levels of responsibility for 4- and 5-star hotels and numerous employees.  among my recent accomplishments, i boosted the departmental net promoters score 4% and improved quality of services by combining two departments and cross training the staff.  i also successfully reduced staff turnover from 82% to 17% within a 12-month period.  to complement my experience, i offer a bachelor of arts in hotel, catering & business management.

 

as a member of your team, i will consistently exhibit a strong commitment to quality and a dedication to playing a large role in achieving and surpassing goals.  i am eager to meet with you to discuss how my qualifications support your current and prospective needs, and welcome the opportunity to interview at your earliest convenience.

 

professional regards,

 

 

 

gillian bruce