Brandon Henry
Fort Lauderdale,FL
Summary
Goal-oriented hospitality professional with focused and tenacious approach to meeting guest needs. Adept at completing frequent reviews and inspections to maintain polished team and exceptional quality standards.
Overview
8
8
years of professional experience
Work History
Guest Services Manager
Marriott Harbor Beach Resort & Spa
06.2022 - Current
- Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
- Supervised a team Guest Experience Experts, ensuring adherence to policies, procedures, and top-notch customer service standards.
- Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
- Increased Elite Appreciation from a goal of 64.5% to 66.7% up 2.2% YOY.
- Boosted revenue with strategic upselling of premium rooms, services, and amenities when appropriate.
- Leveraged guest feedback to identify areas for improvement and implement necessary changes in procedures or offerings.
- Increased Marriott Bonvoy Enrollments from a goal of 4% to 7.61% up 3.61% YOY.
Rooms Operations Manager
Marriott Harbor Beach Resort & Spa
07.2021 - 06.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Responsible for overseeing the day to day Operation of the Rooms Division including Housekeeping and the Front Office.
- Manage department labor to ensure productivity standards are being met.
- Implemented Housekeeping general deep cleaning process.
- Generated $533,000 in upsell incremental upsell revenue for our FPG program.
Front Desk Manager
Marriott Harbor Beach Resort & Spa
04.2019 - 08.2021
- Responsible for overseeing the day to day Operation of the Front Office, Bell stand, AYS, & Valet.
- Prepared weekly employee work schedules to meet operational needs.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Implemented radio process to align communication with Valet, Bell stand, & Front Desk.
- Ensure proper inventory controls, working with Sales and Reservations to ensure maximum selling potential and house balance.
Front Desk Manager
JW Marriott Grande Lakes Orlando
11.2017 - 03.2019
- Property BLT/WIG Coach
- Complete weekly schedule, ensure that payroll is updated daily and track any potential overtime to follow budget guidelines
- Key Driver of the upsell FPG program leading the team to achieve our year goal of 1.1 million in Incremental Revenue from 2017 $921,780 to 2018 $1,153,158
- Increase check-in experience score YOY by 3.1%
Housekeeping Manager
Orlando Marriott World Center
06.2016 - 11.2017
- Ensured and maintained cleanliness, service and product quality standards for public space, offices, and 450,000 sq. ft. of meeting/conference space.
- Ensured compliance with industry regulations by conducting regular audits of housekeeping practices and procedures.
- Achieved optimal inventory levels by accurately tracking supplies, linen, and equipment usage.
- Developed strong relationships with vendors to secure competitive pricing on necessary · Responsible for overseeing the activities over a Tower with 490 rooms with Housekeeping Supervisors, Room Attendants, and Houseman.
- Maximize performance by energizing rewards/recognition, providing supervision, facilitating departmental meetings/trainings, conducting performance counseling and annual evaluations.
Skills
- Effectively documenting, reporting all events in an eloquent manner to guest or clients while gaining and maintaining integrity and trust, thus causing repeat business
- Excellent communication skills with a strong ability to tailor messages to all levels within and across internal and external organizations
- Consistent track record of managing sales performance, coaching, developing and motivating for success
- Proficient in PMS, Marsha, Opera, HOTSOS, GXP, Atlas, & Microsoft Office Applications
Timeline
Guest Services Manager
Marriott Harbor Beach Resort & Spa
06.2022 - Current
Rooms Operations Manager
Marriott Harbor Beach Resort & Spa
07.2021 - 06.2022
Front Desk Manager
Marriott Harbor Beach Resort & Spa
04.2019 - 08.2021
Front Desk Manager
JW Marriott Grande Lakes Orlando
11.2017 - 03.2019
Housekeeping Manager
Orlando Marriott World Center
06.2016 - 11.2017
Similar Profiles
Chloe JonesChloe Jones
Spa Manager at Marriott Harbor Beach Resort And SpaSpa Manager at Marriott Harbor Beach Resort And Spa
Kapua NeumannKapua Neumann
Food and Beverage Manager at Waikiki Beach Marriott Resort & SpaFood and Beverage Manager at Waikiki Beach Marriott Resort & Spa
Edward ChiarappaEdward Chiarappa
Server at JW Marriott Clearwater Beach Resort & SpaServer at JW Marriott Clearwater Beach Resort & Spa