Betty Georges
Brooklyn,NY
Summary
Achieved outstanding business results by implementing strategic initiatives and optimizing operations.
Drove revenue generation through effective account management and relationship building with key clients.
Created and executed innovative solutions that addressed complex business challenges and improved overall performance.
Overview
26
26
years of professional experience
Work History
Director of Operations
The Time Hotel NY JDV by Hyatt
New York, NY
01.2021 - 01.2024
- Manage day to day operations of housekeeping, engineering, and front office departments with focus on qualitative service delivery.
- Oversee inventory management and purchasing activities for all departments, ensuring cost effectiveness and value.
- Collaborate with hotel department leaders to define goals and objectives that are compatible with the overall hotel goals, as well as strategies for achieving them.
- Highlights
- Achieve 30% increase in guest and colleague satisfaction scores through implementing service quality initiatives and staff training programs.
- Reduce operational costs by 15% through implementing cost-saving measures and negotiating favorable vendor contracts.
- Facilitate continued revenue growth through innovation in service delivery, product offerings, and sales and marketing initiatives.
- Implement new technology systems to improve operational efficiency and guest service delivery.
- Develop team and formulate transformative program with special attention in delivering consistent customer satisfaction and cost control.
- Provide vision, leadership, and strategy that inspires employees to deliver exceptional guest service that drives financial success.
- Influence other team members to protect and enhance hotel values through appropriate programs, advocating value and promoting equality & diversity.
- Supervise programs that promote a positive work environment for all employees, ensuring that all employment related processes comply with state regulations.
Director of Housekeeping
Nh Collection Madison Avenue
New York, NY
11.2024 - 05.2026
- Directed daily operations of housekeeping department, ensuring high standards of cleanliness and guest satisfaction.
- Implemented training programs to enhance staff performance and operational efficiency within housekeeping teams.
- Developed and enforced policies for safety and sanitation to comply with health regulations.
- Collaborated with other departments to streamline communication and improve overall guest experience.
- Managed inventory control for cleaning supplies, optimizing resource allocation and reducing costs.
- Reduced employee turnover rate by fostering a positive work environment and providing opportunities for professional growth.
- Improved overall guest satisfaction by implementing efficient housekeeping procedures and staff training programs.
- Coordinated scheduling and staffing to accommodate fluctuating occupancy rates, maximizing efficiency and minimizing labor costs.
- Collaborated with human resources to refine recruitment strategies for the housekeeping department, attracting top talent and reducing time-to-fill open positions.
- Successfully addressed guest concerns regarding housekeeping matters in a timely manner, leading to increased repeat business.
- Communicated repair needs to maintenance staff.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
Director of Housekeeping
The Time Hotel NY
01.2016 - 01.2021
- Coordinated daily workflow through task prioritization and concise scheduling while communicating repair needs to maintenance staff.
- Directed team of over 60 personnel and ensured strict compliance to operational protocols to achieve expected results.
- Trained and mentored all new personnel to increase their knowledge of best practices and maximize quality of service and performance.
- Highlights
- Improved process of placing orders for housekeeping supplies and guest toiletries to avert service disruptions.
- Evaluated employee performance and recommended promotions, transfers, and dismissals as motivational measures.
- Maintained required records of work hours, budgets, and payrolls to help create greater consistency and process for smooth housekeeping operations.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Demonstrated exceptional consistency, maintaining an impressive 93% attainment of stated goals, highlighting a commitment to excellence and tangible results.
- Designed operational procedures and processes that meet acceptable standards in disposing trash and recyclables each day to avoid waste buildup.
FOM/Assistant Director of Front Office
The Time Hotel NY
01.2005 - 01.2016
- Hired, managed, developed, and trained staff, establishing and monitoring goals while conducting performance reviews and administering corresponding salaries for staff.
- Scheduled employees according to business forecast, payroll budget guidelines, and productivity requirements.
- Highlights
- Verified compliance of front office operations and cash handling.
- Analyzed rate efficiency, monitored credit reports, and closely observed daily counts.
- Trained staff on prices, rates, and current specials to drive strategy alignment for efficiency and responsiveness in service delivery.
- Maintained primary relationship accountability for client servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Enhanced customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Delivered value-driven front office operations through effective customer attentiveness, teamwork, and communications.
Guest Services Agent
The Time Hotel NY
01.2000 - 01.2005
- Enhanced guest service by swiftly responding to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Leveraged clear understanding of the principles of data protection to develop, implement, monitor, and achieve the key objectives of qualitative guest service delivery.
- Highlights
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Investigated guest challenges and sources of dissatisfaction to offer timely and sustainable resolutions.
- Drove operational adherence for room cleanliness, guest service consistency, and identification of any safety and maintenance challenges.
- Ensured that guest service standards are implemented, reinforced, and measured to provide the best value and guest experience to achieve customer loyalty.
Education
College Graduate - undefined
John Jay College of Criminal Justice
New York, NYSkills
Supported business operations management efforts through effective process streamlining
Contributed to creative and innovative problem-solving initiatives
Assisted in delivering superior customer service experiences
Demonstrated emotional intelligence in team interactions
Aided in tactical planning and execution of projects
Facilitated productivity enhancements across various tasks
Applied industry best practices to improve operational efficiency
Participated in team building and coordination activities
Helped identify and implement solutions to complex problems
Worked to boost customer satisfaction through attentive service
Assisted in managing cost control and revenue generation strategies
Contributed to strategic communications efforts within teams
Supported business development initiatives through collaborative efforts
Participated in evaluation and process improvement activities
AWARDS
Manager of the Year 2005 & 2010
Timeline
Director of Housekeeping
Nh Collection Madison Avenue
11.2024 - 05.2026
Director of Operations
The Time Hotel NY JDV by Hyatt
01.2021 - 01.2024
Director of Housekeeping
The Time Hotel NY
01.2016 - 01.2021
FOM/Assistant Director of Front Office
The Time Hotel NY
01.2005 - 01.2016
Guest Services Agent
The Time Hotel NY
01.2000 - 01.2005
College Graduate - undefined
John Jay College of Criminal Justice