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    Joan M

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    Joan M. Schumm is seeking a position that allows her to use her experience in hotel operations and guest service satisfaction. She has over 20 years of experience in hotel management, including as Director of Operations, Director of Rooms, and Director of Revenue Management. She is adept at achieving goals through effective staff training, customer service, and attention to business issues.

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    Joan M

    Uploaded by

    schummjm
    47 views3 pages
    Joan M. Schumm is seeking a position that allows her to use her experience in hotel operations and guest service satisfaction. She has over 20 years of experience in hotel management, including as Director of Operations, Director of Rooms, and Director of Revenue Management. She is adept at achieving goals through effective staff training, customer service, and attention to business issues.

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    Joan M. Schumm is seeking a position that allows her to use her experience in hotel operations and guest service satisfaction. She has over 20 years of experience in hotel management, including as Director of Operations, Director of Rooms, and Director of Revenue Management. She is adept at achieving goals through effective staff training, customer service, and attention to business issues.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    47 views3 pages

    Joan M

    Uploaded by

    schummjm
    Joan M. Schumm is seeking a position that allows her to use her experience in hotel operations and guest service satisfaction. She has over 20 years of experience in hotel management, including as Director of Operations, Director of Rooms, and Director of Revenue Management. She is adept at achieving goals through effective staff training, customer service, and attention to business issues.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 3

    Joan M.

    Schumm
    1671 Stonebridge Trail
    Wheaton, IL 60187
    (c) 630.401.3211
    E-Mail: [email protected]

    My Objective: I am a team player that uses a Hands On and Result Driven approach. I
    am an executive with expertise in the operations of both the Rooms Division & Food and
    Beverage areas in the hotel. I am adept at achieving goals within a highly competitive
    market place through effective staff training, an entrepreneurial attitude, customer service
    and prompt attention to all business issues. I am detailed oriented and a self-starter.
    Ideally I am looking to secure a position that will allow me to use my experience in both
    Operations and Guest Service satisfaction.

    Marriott Burr Ridge 08/2009-Present


    FOM
    . Responsibilities include daily Operations of the Front Office,Concierge, Bellstand and
    Audit. Weekly Rooms Forecast and Budget for 2011.

    Wyndham Drake Oakbrook 02/ 2008-7/2009


    Director of Operations

     Responsible for all operations of both rooms and food & beverage
    departments
     Focused all departments on customer service while maintaining costs in
    labor and expenses
     Held all department managers accountable for proper staffing levels to
    properly take care of the guests while maintaining forecasted cost controls
     Assisted in the forecasting and budgeting of the entire hotel
     Assisted in the completion of corporate reports on a daily, weekly and
    monthly basis
     Worked with DOS and GM to actively sell the hotel to potential clients to
    ensure guests expectations were met

    Marriott Schaumburg (7/2006 - 2/ 2008)

    Director of Rooms- Responsible for the overall planning, organizing and


    coordinating the Rooms Division consisting of Front Office, Housekeeping,
    Concierge, Guest Recognition, PBX and Bell Staff. In this position my
    responsibility is to provide leadership and direction while maximizing revenue
    opportunities and maintaining guest satisfaction levels to the standard of the
    hotel and of the company at all times. Also, was in charge of all F&B
    Departments, without the title.
     Responsible for all operations of the rooms department while operating a
    profitable department that provided a team that was focused on guest
    satisfaction
     Managed daily room inventory, rate and occupancy
     Forecasted labor and expenses to allow the room’s division to be a
    profitable department of the
     Responsible for monthly results on the P&L in all areas of the Rooms
    Division
     Creatively reduced expenses and labor to increase bottom line profit
     Proficient in PMS & Marsha Programs

    Director of Events Management - I Expressed and shared strategic vision of the


    Department; I was committed to better ways to conduct business and improve
    systems and processes; I possessed the drive to motivate and inspire others and
    acted as a role model to demonstrate high standards consistently. I Demonstrated
    sensitivity to the needs and cultural differences of others and was committed to
    develop individual skills and knowledge to maximize full potentials to achieve
    personal career goals of my team; I was able to develop initiative to provide
    internal and external customer satisfaction, continually raising our Guest
    Satisfaction Scores.
     Maintained high standards in department while focusing on goals,
    promoting enthusiasm, ensuring customer satisfaction and above all the
    departments dedication to the integrity of the hotel
     Adapted to both the needs of the client and hotel in order to meet the
    objective during the planning process while increasing overall revenue and
    profit by up selling to clients and managing cost to the operation
     Responsible for the communication of the guests needs to the hotel’s
    operating departments through resumes and BEO’s while managing the
    service and set up of the functions
     Coordinated the day of function with the guest to ensure the highest guest
    satisfaction
     Responsible for budgeting and forecasting of the department

    Wyndham Lisle Naperville Hotel (2001-2006)


    Director of Revenue Management 2005-2006
     Managed rates and inventory daily for a 242 full service hotel
     Implemented a strategy to achieve 5% ADR growth annually while
    controlling rates and inventory in Fidelio, Opera and all Internet sites
     Implement 10 day forecast & oversaw Travel Agent Commissions (TAP)
     Conducted weekly Revenue Management meetings to set strategies and
    communicated information of upcoming group with operating departments
     Assisted Director of Sales for setting rates and budget for 2006
    Guest Service Manager 2002-2005
     Responsible for the hiring, training, supervising and motivating
     Overseen Budget and productivity of all front office areas including
    housekeeping and the health club while focusing on Customer Satisfaction

    ByRequest Manager 2001-2002


     Re-establishing the company’s Guest Recognition Program at the Property
     In first year the hotel went from #52 to #5 in the company and #3 in region

    Wyndham Naperville Garden Hotel (1997-2001)


    ByRequest Manager 1999-2001
     Implemented and trained all personnel since the inception of the program
     Increased membership to #3 in the Wyndham Garden division in first year

    Guest Services Supervisor 1997-1998


     Managed the day-to-day operations of the front office
     Trained staff on SOP’s, in charge of scheduling

    Professional Development Wyndham Hotels


     Certified Trainer: Customer Service and Count on Me Culture
     Proficient in Fidelio & Delphi Programs

    Achievements
     Manager of the Year 2002,2004
     Recipient of Manager of the Quarter Awards 2001, 2002, 2003,
    2004,2005

    Education
    Kansas State University
     Bachelor’s of Science
     Master’s Degree

    References available upon request

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