mark b miller - resume 2016
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M A R K B M I L L E R4401 Spring CreekAtlanta, GA 30350
cell: (678) [email protected]
OBJECTIVES & BACKGROUND
To offer my skills and experience in hospitality management and team-building within a progressive, thriving, and expanding company. To lead a team of high-energy employees to success through team-building and hands-on training of exemplary service and human connectivity within a luxury brand hotel or hospitality field. With over 12 years of multi-departmental, management experience, I will help to development your team into a family, as well as monitor the company costs to maximize profitability and return business. I believe that service begins within the heart of the hotel by leading and serving our own employees with compassion. With multi-organizational and problem solving skills; hands-on administrative and managerial tasks will help your company operate smoothly and increase productivity.
EXPERIENCEDoubletree by Hilton Atlanta-Buckhead – Front Office Manager -- Buckhead, GA - 04/15 to 10/16Operations management of a 230-room, full-service property in the Lenox/Buckhead financial district. Coaching a team of 17 to use their personal-life experiences to bring a human element to service the needs of the everyday business traveler. Responsible for all financial decisions and employee management within Front Office incl. Desk, PBX, Bell Staff, Shuttle, and In-House Reservations. Management of ordering and operating supplies, vehicle repair and upkeep, Gift Shop sales and profitability, loyalty programs and employee incentives. Spear-head KIPSU text service to bring service scores up by 10 points.
Crowne Plaza Atlanta Perimeter at Ravinia – Front Office Manager -- Atlanta, GA - 09/13 to 04/15Operations management of a 495-room, full-service, luxury hotel ∙ Reported directly to Rooms Division Manager with supervision of daily operations of Front Desk, Lobby Ambassadors, Bellmen, Shuttle Drivers and PBX ∙ Worked directly with Accounting on month-end audit, group routing, and direct billing ∙ Interviewing, schedule, training, development, empowering, coaching in all Front Office departments, and Operating Supplies ∙ Creating quarterly action plans and incentives to energize team to reach our guest satisfaction and loyalty program recognition goals ∙ Opera PMS administration ∙ In 2014 led IHG’s flagship Crowne Plaza from bottom of portfolio into top 45 in brand.
Doubletree by Hilton - Atlanta / NE -- Front Office Supervisor -- Tucker, GA - 11/08 to 09/13Management of a 183-room property under the umbrella of a Fortune 100 (Hilton brand) company ∙ Training of new-hires as well as current employee best and continually updated practices ∙ Disciplinary presentation including appropriate measures to correct negative guest experiences ∙ Responder of Guest Assistance, survey and online reviews ∙ Certified OnQ property management system administrator as well as Train-The-Trainer Hilton certified ∙ Helping raise employee morale through incentive programs ∙ Corporate Twitter and Facebook management ∙ Sales Coordinator duties for 6 months.
Holiday Inn - Atlanta Northlake -- Executive Head of Housekeeping -- Tucker, GA - 04/08 to11/08Execution of multi-level department management ∙ Departmental inventory audit and supply
M A R K B M I L L E R4401 Spring CreekAtlanta, GA 30350
(678) 887-8356, Cell/[email protected]
order/management, weekly schedule and payroll of 15+ employees, task assignment and room audits ∙ Maintaining guest suites and building team morale while facilitating weekly luncheons.
Hampton Inn & Suites – Gwinnett -- Front Office Manager / AGM -- Duluth, GA - 08/05 to 05/08Front Office supply, service, maintenance, audit, supervision, food service and engineering team management when needed ∙ Training and facilitation of departmental new-hires ∙ FOM/AGM during GM and Hospitality management change-over including of checkbook, finances, third-party payments, disputes, and Accounts Payable ∙ Suite Shop (guest store) upkeep, inventory purchase, maintenance and management ∙ Planning of monthly Front Office meetings and Agent One-On-One Coach/Counsel ∙ Led a team to inspect the guest expectations while striving for consistency and only accepting EXCEPTIONAL service.
EDUCATION& TECHNICAL SKILLSGeorgia Perimeter College - Lawrenceville, GA - 09/01 to 09/03STUDY: Business Administration & Management, GeneralParkview High School -- Lilburn, GA - 01/99 to 05/00Full-time student, part time work. Honors English courses. Technical degree.Maxwell School of Technology -- Lawrenceville, GA - end 05/99Software & internet studies; expanded Microsoft 98+ program knowledge.Farmington High School -- Farmington Hills, MI - 09/96 to 12/98Full-time student w/extracurricular & vocational studies. Relocation to Atlanta, GA.Oakland Technical/Flex Tech Academy-- Novi, MI - end 12/98Courses: Business Services including Microsoft software (Office, Word, Excel, PowerPoint).
Type: 63wpm/85wpm vocational. Master OnQ Certification. Opera PMS (expert), Windows 95+ OS, Router IT setup/management. HTML coding, MOS certified (2000+, Word, Excel, PowerPoint). Photoshop enhancement software (lab experienced).
REFERENCESDwayne DeanGeneral Manager - Doubletree by Hilton Atlanta-BuckheadBuckhead, GA -- c: (202) 373-8147
DeAngelo HammondPresident/CEO - Titan Hotel ManagementAtlanta, GA -- c: (678) 644-9830
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M A R K B M I L L E R4401 Spring CreekAtlanta, GA 30350
(678) 887-8356, Cell/[email protected]
Ashley PayneDirector of Sales - Hampton Inn – Atlanta/PerimeterAtlanta, GA -- c: (404) 394-4701
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