GREGORY SCHUUR
Spartanburg
Summary
Results-driven Assistant Manager with expertise in conflict resolution and operational oversight. Proficient in training staff to deliver high-quality customer service and ensuring compliance with industry standards. Committed to enhancing team dynamics and guest experiences in hospitality settings.
Overview
17
17
years of professional experience
Work History
ASSISTANT MANAGER
Marine Corps Recruit Depot (MCRD)
Parris Island
05.2024 - Current
- Managed operations under Marine Corps Community Services (MCCS) to deliver high-quality hospitality for active-duty personnel, families, and retirees.
- Oversaw daily operations of lodge, managing staff and inventory to ensure seamless guest experiences.
- Trained new employees in product knowledge, customer service protocols, cash handling procedures, and safety regulations.
- Coached and mentored new employees on company policies and procedures, enhancing team knowledge and service quality.
- Resolved customer complaints efficiently, maintaining professionalism to foster positive guest relations.
- Promoted Marine Corps values by fostering a culture of courtesy and effective communication among staff.
- Administered daily operations of on-base lodging facilities for the Marine Corps Marine Lodges.
Front Desk Supervisor/EH
Hilton Home2 Suites
Pooler
06.2020 - 05.2024
- Oversaw daily operations and ensured adherence to hospitality standards.
- Managed staff schedules and delegated tasks effectively to optimize workflow.
- Developed and implemented strategies that enhanced customer satisfaction and fostered loyalty.
- Coordinated guest services and resolved issues, leading to improved guest satisfaction.
- Trained new employees on hotel policies and customer service protocols.
- Implemented quality control measures to uphold company standards.
- Implemented inventory management practices, ensuring optimal stock levels and reducing shortages.
- Collaborated with sales team to promote special events and increase bookings.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Provided leadership during times of organizational change or crisis situations.
FRONT DESK SUPERVISOR
Holiday Inn Express and Suites
Athens
08.2018 - 06.2020
- Developed strong customer service and communication skills while managing a busy front desk.
- Trained and supervised new front desk staff members, providing guidance and coaching.
- Trained new staff members on front desk procedures and best practices.
- Assisted guests with check-ins and check-outs, reservations, room changes.
- Proactively addressed customer inquiries and complaints, resolving conflicts and promoting a positive customer experience.
- Analyzed guest feedback to identify areas for service improvement.
- Formulated and implemented strategies to enhance front desk efficiency.
- Demonstrated ability to troubleshoot problems quickly and efficiently.
ASSISTANT GENERAL MANAGER (AGM)
Hampton by Hilton
Brighton
03.2016 - 08.2018
- Oversaw budget management and cost control initiatives, ensuring operational efficiency and financial health.
- Managed daily hotel operations, enhancing guest experiences through efficient service delivery.
- Trained and developed staff to deliver exceptional customer service.
- Coordinated targeted marketing efforts, improving hotel visibility and attracting new guests.
- Implemented training programs to improve employee skills and performance.
- Resolved guest complaints promptly to maintain satisfaction levels.
- Collaborated with department heads to streamline operational processes.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Coordinated with the General Manager to develop and implement strategic plans.
- Conducted regular staff meetings to communicate goals, updates, and receive feedback.
- Oversaw daily operations, ensuring efficiency and compliance with company standards.
ASSISTANT GENERAL MANAGER (AGM)
Holiday Inn & Suites
Farmington Hills
02.2009 - 03.2016
- Met and exceeded customer expectations by ensuring department provides outstanding customer service and teamwork.
- Coordinates staffing and payroll to conform with productivity and budgetary standards.
- Prepared schedules and monitored payroll activities against budget to maintain financial control.
- Worked side by side with front desk associates to provide outstanding guest service and completed scheduled Manager on Duty shifts weekly.
- Coordinate Front Desk work with other departments: Housekeeping, Engineering, Banquets, etc.
- Participates in daily Yield Management Meetings.
- Ensured that all employees followed safety rules and procedures and took corrective action to improve safety in the work area.
- Confers closely with GM at all times and takes every opportunity to become familiar with all.
- Ensured the front office team delivered excellent service and professional attention to enhance guest experience.
- Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
- Conducted routine inspections of front office and public areas, addressing deficiencies promptly to uphold service standards.
- Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members.
- Provide mentoring, coaching and regular feedback to improve team member performance.
- Educated and trained team members on compliance with federal, state, and local laws and safety regulations.
- Ensure staff is properly trained and has the tools and equipment to carry out job duties.
- Ensure the team are properly trained on systems, security, service and quality standards.
- Oversee night audit function and preparation of daily financial reports.
- Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
- Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
Education
ASSOCIATE - LIBERAL ARTS
Washtenaw Community College
MI01-2000
Skills
- Operations management
- Inventory control
- Staff training
- Staff supervision
- Employee supervision
- Employee performance evaluations
- Schedule oversight
- Financial oversight
- Customer service
- Guest relations
- Conflict resolution
- Team building
- Effective communication
- Time management
- Reporting and documenting
- Leadership skills
Timeline
ASSISTANT MANAGER
Marine Corps Recruit Depot (MCRD)
05.2024 - Current
Front Desk Supervisor/EH
Hilton Home2 Suites
06.2020 - 05.2024
FRONT DESK SUPERVISOR
Holiday Inn Express and Suites
08.2018 - 06.2020
ASSISTANT GENERAL MANAGER (AGM)
Hampton by Hilton
03.2016 - 08.2018
ASSISTANT GENERAL MANAGER (AGM)
Holiday Inn & Suites
02.2009 - 03.2016
ASSOCIATE - LIBERAL ARTS
Washtenaw Community College