Susan Nairn
Port Carling,Ontario
Summary
Seasoned Operations Manager and talented leader with 11 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
19
19
years of professional experience
Work History
Operations Manager
Shamrock Lodge
05.2013 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- 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.
- Developed and implemented strategies to maximize customer satisfaction.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Rooms Division Manager
Clevelands House Resort
05.2007 - 05.2013
- Trained new employees on standards and hotel procedures.
- Upheld high standards for customer service and led by example.
- Inspected rooms for damages and sufficient housekeeping practices.
- Reviewed housekeeping supply charts and inventories.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Evaluated and promptly resolved lodging facility operational issues.
Reservations Manager
Clevelands House Resort
05.2004 - 05.2007
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Consulted with central reservations to discuss new rate plans and promotions.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Education
College Diploma - Hospitality Management
Sheridan College
Brampton, ON04.1990
Skills
- Systems Implementations
- Inventory Control
- Business Planning
- Multi-Unit Operations Management
- Recruiting and Hiring
Timeline
Operations Manager
Shamrock Lodge
05.2013 - Current
Rooms Division Manager
Clevelands House Resort
05.2007 - 05.2013
Reservations Manager
Clevelands House Resort
05.2004 - 05.2007
College Diploma - Hospitality Management
Sheridan College
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