Josy Phillips has over 5 years of experience in hotel management and customer service roles. She is skilled in developing teams, controlling costs, achieving revenue goals, and ensuring high guest satisfaction ratings. She excels at prioritizing tasks, multi-tasking, and following through to achieve goals. Her accomplishments include developing a successful customer loyalty program and increasing hotel organization and revenue. She is now seeking a role with increased responsibility.

1. Josy Phillips
1106 S Orchard St, Stillwater OK 74074
Cell: 620-204-1024
josyphillips18@gmail.com
Summary
Dynamic Hotel Manager skilled in developing and training teams, effectively controlling costs and achieving
year over year revenue and high guest satisfaction ratings in competitive environments. Expert communicator
passionate about fostering a positive and results-oriented team culture.
Dedicated and focused Customer Service Representative who excels at prioritizing, completing multiple tasks
simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and
authority.
Receptionist who answers a high volume of incoming calls while handling in-person inquiries from clients and
colleagues. Flexible and hardworking with the drive to succeed.
Personable Executive Assistant who capably maintains open lines of communication among senior executives,
board members, shareholders, middle management and administrative staff.
Highlights
Meticulous attention to detail Billing and coding
Microsoft Office proficiency Self-starter
Results-oriented Schedule management
Self-directed Mail management
Time management Dedicated team player
Professional and mature Resourceful
Accomplishments
Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude.
Successfully planned and executed corporate meetings, lunches and special events for groups of 15+
employees.
Increased office organization by developing more efficient filing system and customer database protocols.
Developed IHG Rewards Club customer loyalty program, which became a model for hotels nationwide.
Completed IHG Guest Services Manager Program- Front Office Operations Training.
Experience
Holiday Inn Express & Suites March 2016 to Current
Assistant General Manager/General Manager
Stillwater, OK
Improved customer service ratings through HeartBeat
Hired and trained 17 members of staff.

2. Increased hotel revenue, profits and market share through HOLIDEX and RMH.
Reviewed revenue reports through IHG Reporting
Reviewed account information and charges with guests during check-out.
Collaborated with maintenance and housekeeping to achieve great hotels guest love.
Resolved service-related problems in a timely manner.
Updated team members about changes in hotel products, services, pricing and policies.
Computed bills, collected payments and made change for guests.
Trained, coached and mentored staff to ensure smooth adoption of new program.
Implemented innovative programs to increase employee loyalty and reduce turnover.
Assist with payroll as well as adjusting time on employee timecards as needed.
Holiday Inn & Suites April 2014 to March 2016
Front Desk Agent/Sales Coordinator
Stillwater, OK
Served as public relations representative for the hotel. Processed guest payments for room charges, food and
beverage charges and phone charges.
Greeted and registered guests and issued room keys.
Implemented high-impact sales and marketing initiatives, resulting in increased occupancy and profitability.
Recommended top dining and entertainment options for guests in the Stillwater area.
Monitored the appearance and performance of the front desk staff.
Balanced all rebates and other miscellaneous charges.
Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette.
Monitored room availability using Opera Systems.
Processed credit card transactions during the checkout process.
Input invoices and deposits using ProfitSage System.
Panda Express February 2013 to March 2014
Customer Service Representative
Stillwater, OK
Accepted payment from customers and made change as necessary.

3. Apportioned and served food to facility residents, employees, or patrons.
Assisted co-workers.
Assisted diners with seating as needed
Checked the quantity and quality of received products
Cleaned and maintained the beverage area, display cases, equipment, and order transaction area
Cleaned bars, work areas, and tables
Cleaned up spilled food, drink and broken dishes, and removed empty bottles and trash
Greeted customers in the restaurant or drive-thru, took and rang up orders, handled payment and thanked
customers
Kohl's August 2012 to December 2012
Customer Service Representative
Hutchinson, KS
Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
Prevented store losses using awareness, attention to detail and integrity. Created new processes and systems
for increasing customer service satisfaction.
Cross-trained and provided back-up for other customer service representatives when needed.
Computed accurate sales prices for purchase transactions.
Worked as a team member performing cashier duties, product assistance and cleaning.
Education
Sterling High School 2013
High School Diploma: General Studies
Sterling, KS, USA