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Jacob Shrum
3332 South 79th East Avenue, Tulsa, OK 74145
C: (918) 606 2881 - W: (918) 622 4000 Ext. 7102 – Jacob.Shrum@hilton.com
behospitable.weebly.com
“To accomplish big things, I am convinced you must first dream big dreams”
- Conrad Hilton
EXECUTIVE SUMMARY
I have been working in the hospitality and tourism industry for over five years now. My
short-term goals include hotel general management, and long term goals are to reach
corporate level management. For the past six years, I have been employed by Hilton
Worldwide & their franchises, and want to continue my hospitality career within this
company. I always have, and always will do, whatever it takes to go above and beyond for
the guest.
SKILLS
Hospitality Management
Front Office
Rooms Division
OnQ Database
Pre-Opening
Micros
Guest Service Management
Payroll Management
Revenue Analysis
Yield Management
Hotel Booking
Food & Beverage
Banquets
Event Coordination
Restaurants
Customer Service
Property Management
POS Systems
Concierge Management
Hotel Operations & Management
PROFESSIONAL EXPERIENCE
06/2016 to Current Front Office Manager
Embassy Suites by Hilton Tulsa – I-44
In June of 2016, I was promoted to Front Office Manager. During my time as
the Front Office Manager, I was voted as the TOPS of Tulsa’s Top Front
Office Manager for the city in 2016. My responsibilities and job duties as
Front Office Manager at the Embassy Suites by Hilton Tulsa include but are
not limited to:
Coordinating the arrival of all check-in’s for each business day
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Coordinating the arrival of all groups
Ensuring all physical inventory rooms are balanced each day to
maximize sell-out efficiency
Coordinating and overseeing all checkouts to ensure the highest
guest satisfaction scores
Following up with all guests after check-out
Checking surveys and scores daily to ensure the highest marks
possible
Scheduling of a department of 10 employees
Gross Revenue Optimization
Ensuring the highest possible ADR
Ordering operational supplies for the department
Cost/expense control for the Front Office
Ensuring all Quality Assurance Inspections pass with the highest
marks
Resolving service & guest related challenges in a timely and friendly
manner
Developing departmental objectives, work schedules, budgets, and
policies
Selecting a ‘Guest of the Day’ each day to increase guest satisfaction
and experience
While Front Office Manager, a new Service Recovery Toolkit was
created for the hotel that has never been seen before, and was marked
as a Best Practice by Hilton
President of the Make a Difference (MaD) Committee that created
new incentives and programs for hotel guests and team members for
100% satisfaction of not only guests, but team members alike.
08/2015 to 06/2016 Front Office Supervisor
Embassy Suites by Hilton Tulsa – I-44
My responsibilities and job duties as Front Office Supervisor at the Embassy
Suites by Hilton Tulsa include but were not limited to:
Guest Services Manager
HHonors Champion
Coordinating the arrival of all check-in’s for each business day
Coordinating the arrival of all groups
Following up with all guests after check-out
Checking surveys and scores daily to ensure the highest marks
possible
Scheduling of a department of 10 employees
Gross Revenue Optimization
Ensuring the highest possible ADR
Ordering operational supplies for the department
Cost/expense control for the Front Office
Ensuring all Quality Assurance Inspections pass with the highest
marks
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Resolving service-related problems in a timely manner
Developing departmental objectives, work schedules, budgets, and
policies
12/2014 to 08/2015 Food & Beverage Assistant Manager
DoubleTree by Hilton Tulsa Downtown
In December of 2014, I was promoted to Food & Beverage Assistant Manager.
My responsibilities and job duties as Food & Beverage Assistant Manager at
the DoubleTree by Hilton Tulsa Downtown included but were not limited to:
Controlling payroll for up to 40 employees
Submitting & confirming purchase orders for the Food & Beverage
departments including all of its sub-departments
Scheduling for the restaurant
Cost/expense control for the restaurant
Preparing billing packets for banquets events each day
Ordering operational supplies and writing purchase orders for each
order
Running the floor of the restaurant
Coordinating banquets events & conferences
Ensuring the highest possible scores for all Quality Assurance
inspections
Updated team members about changes in hotel products, services,
pricing, and policies
02/2013 to 12/2014 Front Office Supervisor
DoubleTree by Hilton Tulsa Downtown
In February of 2013, I was promoted to Front Office Supervisor. My
responsibilities and job duties as Front Office Supervisor at the DoubleTree
by Hilton Tulsa Downtown included but were not limited to:
All previous Front Desk Agent responsibilities
Running and controlling monthly reports for revenue tracking
purposes
Controlled the overall totals to ensure that each guest received the
room they reserved
Being responsible for cash handling of up to $700
Controlling breaks of employees to ensure everyone had ample
downtime
Ensuring the Front Desk had the supplies they needed each night for
each shift
Solving all issues that may arise from the PM Front Office Shift
Training all new employees
Ensuring the highest scores possible from Quality Assurance
Inspections
Ensuring all premium upsells were put into our booking portal to
show accurate ADR each day.
10/2011 to 02/2013 Front Desk Agent
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DoubleTree by Hilton Tulsa Downtown
My responsibilities while being a Front Desk Agent at the DoubleTree by
Hilton Tulsa Downtown included but were not limited to:
Checking in all arrivals for the day
Maintaining downtime reports in case of hotel emergencies
Cash handling of up to $300
Writing out reports each night that would let fellow employees know
when airline arrivals were landing
Ensuring that all due out rooms are checked out by the end of the
day
Keeping the Front Desk immaculate at all times to ensure the best
service
Greeted and welcomed all hotel guests with a smile
Increased hotel revenue, profits, and market share through upselling
premium Nor1 eStandby upgrades to all guests.
04/2010 to 10/2011 Bellman
DoubleTree by Hilton Tulsa Downtown
My responsibilities as a Bellman while at the DoubleTree by Hilton Tulsa
Downtown included but were not limited to:
Transporting guests to and from the hotel within a 3 mile radius
Assisting guests with their luggage when needed
Coordinating the transportation of airline crew members
Keeping the lobby and front desk as presentable and immaculate as
possible at all times
EDUCATION
2010 to Current Bachelor of Media Studies: Public Relations
Northeastern State University – Tahlequah, OK
Major: Media Studies: Public Relations
Minor: Hospitality & Tourism Management
Affiliations:
Tau Kappa Epsilon
o Vice President of the Fraternity for one full year and was
responsible for all public relations, insurance, and writing of
laws for the fraternity.
o Treasurer of the Fraternity for one full year and was
responsible for handling of all dues upwards of $10,000
Club Hospitality & Tourism
