Anne Fuller - Resume

Anne M. Fuller
524 South Way, Newfield, NY 14867
Cell: 607-280-9532 E-mail: amf227@hotmail.com
WORK HISTORY
Hilton Garden Inn, 130 East Seneca Street, Ithaca NY 14485
Front Office Manager
09/14 – Present
 Provide direction and leadership to associates at the front desk
 Provide courteous guest service by responding promptly and efficiently to inquiries, requests,
complaints and by accurately processing guest mail and messages.
 Process all incoming and outgoing reservation and cancelation requests in a timely manner.
Assist guests during all aspects of their stay to include accurate check in and check out.
 Communicate with Housekeeping to ensure that all cleaned rooms are entered into the
computer system
 Acts as Manager on Duty.
 Responsible for assisting the General Manager with room inventory control and maximizing
room revenue.
 Assist the Director of Sales in all areas including sales calls and marketing programs.
 Coordinate the delivery of guest services by all hotel departments and outside businesses.
 Make recommendations regarding front desk budget and manages expenses within approved
budget constraints. Responsible for the inventory, purchasing, disbursement, and cost control
for all front desk items.
 Manage the human resources function in all areas of the front desk in order to attract, retain,
and motivate associates: hire, develop, empower, coach and counsel, conduct performance
reviews, resolve problems, and provide open communication for all associates.
 Schedule associate’s in accordance with forecasted occupancy, adjusts staffing as necessary
for sudden changes in business levels. Covers shifts of absent associates.
 Maintain information and communication sources to include log book, and switchboard.
 Assist in developing emergency action plans, and coordinate with other departments to
implement plans.
 Attend all meetings as required.
 Follow established safety procedures.
 Provide assistance to other departments of the hotel to contribute to its smooth operation.
 Maintain a clean, pleasant, and professional image to guests and associates.
 Comply with all hotel policies and procedures.
Operations and Sales Assistant
06/13 – 09/14
 Manage and process payroll for both the Hilton Garden Inn and Seneca Place Food Service

Anne M. Fuller
 General Human Resource duties such as assisting in the interviewing process, preparing new
hire paperwork, packets and handbooks. Make sure all necessary documentation is obtained
and all forms are filled out and signed as needed
 Maintain employee tracking spreadsheets and notify department heads of when 90 day or
annual reviews are due
 Provide new staff with Orientation training
 Plan hotel staff events such as monthly luncheon’s held to recognize new staff, staff birthdays
and anniversaries
 Manage and process all Workers Compensation and Unemployment cases
 Maintain Accounts Receivable such as Invoicing, processing payments, setting up direct billing
accounts, contacting persons re delinquent accounts, etc.
 Group Sales: Quote group rates, process proper paperwork (contracts), book rooms, set up group
blocks in SalesPro system
 Work with Director of Sales to increase revenue for hotel. Trained on hotel Revenue and
Inventory management system
 Maintain and update all hotel availability websites for special packages, availability and events
 Type a variety of documents including memos, letters, payroll reports, meeting minutes, etc.
Director of Housekeeping
11/08 – 06/13
 Manage a staff of 17 in a fast paced hotel environment; Job requirements including but not
limited to the following:
 Weekly staff scheduling and payroll management
 Interview, hire and evaluate all staff members
 Provide training and orientation, make sure each employee file has the proper paperwork,
provide employee with proper training for cleaning chemical’s procedures and precautions,
equipment procedures and precautions, cleaning and safety procedures, guest relations
training, physical limitations training, go over employee handbook to provide a thorough
understanding of employee rights and limitations
 Inventory and supply management for housekeeping and some supplies needed for other
departments such as the front desk and kitchen
 Organize and document daily, weekly, monthly and quarterly cleaning projects
 Inspection of all hotel rooms, lobby and public areas.
 Address all guest complaints and concerns head on and positively
 Plan team meetings to communicate with all staff regarding any issues, upcoming events or
project assignments, follow all corporate standards as directed
 Review all incoming guest requests to ensure any special needs guests request are met
immediately or to ensure any extra amenities are available immediately upon arrival
 Review online Hilton Corporate surveys and guest comments to make all staff aware of guests
comments and concerns and work on daily/ weekly improvement planners

Anne M. Fuller
 Communicate with next shift employees to ensure proper communication between shifts or
departments as needed to provide a smooth running operation
 Compile various room listing reports and other interoffice reports from computer database as
needed for various reasons
 Provide support for other hotel departments such as the front desk in order to assist guests in a
timely manner, maintaining guest confidentiality, answer calls, take messages and direct calls as
needed, make reservations and assist with other inquiries, communicate with all hotel staff to
ensure smooth running daily operation
Grossman, Dubow, Marcus & Orkin, Law Firm, 119 East Seneca Street, Ithaca NY 14850
Receptionist/Administrative Assistant
05/08 – 12/08
 Responsible for conducting transactions with other employees or the public in matters requiring
knowledge of laws, rules, procedures, policies, and precedents
 Explained policies and procedures to inform clients of correct processes, transferred calls and
took messages, assisted clients in completing forms and documents, scheduled clients for
appointments, dispensed and received documents such as applications, time sheets, and invoices,
and verified them to ensure accuracy and completeness
 Entered time sheets into database for tracking and payroll purposes, added and removed clients
as needed on computer database
 Typed a variety of documents including memos, letters, reports, minutes, depositions, made
labels, dockets, and receipts, completed various forms to process requests or claims, proofread
and/or spell checked documents to eliminate errors, copied documents using photocopier or
computer printer to maintain records, created documents such as charts, forms, and logs to meet
departmental needs
 Filed information alphabetically, numerically, and chronologically according to office procedure
to maintain organized and accurate filing systems, located and retrieved files from manual or
computerized systems to provide requested information, created new files and purged old files
according to established procedures, updated and corrected file information to maintain accurate
files, merged and assembled files to maintain records, delivered and/or picked up files to provide
requested information, photocopied files as requested
 Retrieved, opened, and date-stamped mail and delivered to appropriate locations, responded to e-
mail and routed messages to the appropriate person, sorted and distributed mail to department
employees and locations, folded and stuffed documents to process outgoing mail, received and
sent documents via fax machine, e-mail, and sent mail using inter-office or U.S. mail system
 Dealt tactfully with people, maintained confidentiality of information, prepared simple
correspondence, understand and follow oral and written instructions

Anne M. Fuller
Cornell University, Alumni Affairs and Development, Major Gifts Dept., 130 East Seneca Street Suite
400, Ithaca, NY 14850
Administrative Assistant III
10/07 – 3/08
 All duties as listed above, including but not limited to the following:
 Provide personal Administrative support for two, Individual Giving Officers (IGO) and their
Assistant Giving Officer (AGO), managed each individual person’s daily/weekly/monthly
calendar’s using Outlook on Microsoft, communicated all upcoming events or meetings to
ensure smooth running schedules as a team, worked with other team Administrative Assistants
on large projects for the college, provided staff support at University functions as needed,
performed general administrative, office and clerical duties. Computer data entry and filing,
etc.
 Prepared Detailed Itineraries for National and International travel, shipped items needed for
travel, made reservations for hotels, car rentals and/or restaurants, provide accurate and
detailed information on itinerary such as directions to each individual location, transportation
choices, meeting information i.e. date, time and who, meal reservation locations and times,
hotel check in and check out times, etc.
Guest Service Agent Supervisor
08/06 – 10/07
 Supervised 2 to 4 Front Office staff members in a fast paced hotel environment
 Provided training and support to GSAs (Guest Service Agent) as needed
 Compiled daily cash log reports, down time reports, room status reports and other complex
reports as needed for various reasons
 Compiled thank you, congratulations, and sympathy letters and baskets for guests on special
occasions
 Handled guest issues or concerns head on in a timely, sincere and professional manor within
Supervisory limits
 Managed the Pavilion Pantry (guest convenience and souvenir Shoppe), which included
ordering goods from numerous distributors, monthly inventory, stocking, shipping, pricing,
invoice/statement reconciliation, budget development, etc.
 During night shift was Manager on Duty which consisted of inspecting all hotel departments to
make sure all areas are tidy, employees are in proper uniform with nametag, acting in a manor
fit for hotel standards to maintain a smooth running and clean facility
 Answered a high volume of calls and transferred as needed. Made complex multi room, multi
night reservations for callers, assisted with giving driving directions, general hotel information,
and general local area tourist information

Anne M. Fuller
 Handled large cash transactions on a regular basis in a safe secure manor. General clerical
accounting
 Kept general front office areas neat, clean and sanitized
 Assisted in other departments as needed
EDUCATION
High School Diploma
SKILLS
 12 plus years of Customer Service experience; great interpersonal communication skills
 6 plus years Management experience
 6 plus years of Administrative/Office Assistant experience
 Proficient in Microsoft Word and Excel, data entry and processing
TRAINING
 Microsoft Outlook, Microsoft Word, Microsoft Excel 2007, Hyperion Brio, PeopleSoft, AAD
Intranet, Events A-Z, Business Service, etc. – all trainings completed and offered through
Cornell University.
REFERENCES
Lisa Bontempi
Work Reference
Special Education Chairperson
Ithaca City School District
400 Lake Street
Ithaca, New York 14850
607-274-2264
C:/ 607-279-6015
James Beaderau
Work Reference
Executive Director
Tompkins County S.P.C.A.
1640 Hanshaw Road
Ithaca, New York 14850
607-257-1822
Virginia Tesi

Anne M. Fuller
Work Reference
Attorney
Grossman, Dubow, Marcus and Orkin Law
200 E. Buffalo Street, Suite 402
Ithaca New York 14850
607-273-6841

Anne Fuller - Resume

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