MICHAEL B. MCKINNEY

1372 Mountain Way Clarksville, Tennessee 37043

(931) 551-5438 mbmckinney@charter.net

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Summary: Highly motivated and dynamic leader; 17 years’ experience in supervision and management Extremely effective in promoting a positive, productive work environment

Impulsive and creative thinker; maximizes all resources to get the job done effectively ________________________________________________________________________________________

Areas of Expertise: . Leadership . Management . Strategic Planning

. Guest Satisfaction . Guest relations . Operations Management

. Communication . Office Administration . Training and Development

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Work History: Oct 2011- Present Lead Guest Service Agent, Hilton Garden Inn, Clarksville, TN

. Efficiently processes guests in and out of hotel, make, confirm and cancel reservations . Answers phones and questions asked by guests, assures outstanding guest satisfaction

. Ensures rates match market codes, verify and adjust billing for guest when required

. Run and check daily reports, contingency lists, and credit card authorization reports

. Effectively resolves hospitality related problems encountered by guests during their stay

. Train new guest service agents on all aspects of front desk operations and procedures Mar 2007 - Sept 2011 Night Manager, Embassy Suites Hotel, Nashville, TN

. Meritoriously directed the activities of 35 employees on the evening shift . Headed the overall evening operations of a 196 room, all suites, three diamond hotel

. Diligently resolved hotel guest complaints by applying the most effective resolutions . Initiated a complaint tracking system; significantly improved guest satisfaction and loyalty . Authorized revenue allowances to remedy problems after alternative solutions failed

. Answered inquiries pertaining to hotel services, registration and local area attractions

Feb 2004 - Jun 2006 District Manager, Sacramento Bee, Sacramento, CA . Managed the 8,500 newspaper circulation for the downtown Sacramento district . Responsibilities included sales, retention and complete customer satisfaction

. Maintained subscription accounts for over 270 businesses within the district . Contracted and monitored 18 independent contractors to distribute newspapers

1998 - 2004 United States Air Force . Personnel Manager for three squadron commanders; received excellent ratings from superiors

. Responsible to the commanders for the morale, discipline and welfare of all enlisted personnel . Developed training programs that effectively upgraded and qualified newly assigned personnel

. Successfully planned, organized, and executed numerous special events for unit commanders . Efficiently analyzed and managed equipment accounts in excess of two million dollars

Honors and Awards:

. Hilton Garden Inn Employee of the Year, 2015

. Hilton Garden Inn Employee of the Quarter, Jan-Mar 2015 . Awarded Squadron Non Commissioned Officer of the Year 1999 and 2001

Education: Austin Peay State University

BPS, Hospitality Administration, 2016

AS, Liberal Arts, 2015

Nashville State Community College

AAS, Business Administration, 2013

Community College of the Air Force

AAS, Human Resource Management, 2001