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
2022.06 - 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
2021.07 - 2022.06
- 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
2019.04 - 2021.08
- 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
2017.11 - 2019.03
- 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
2016.06 - 2017.11
- 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
2022.06 - Current
Rooms Operations Manager
Marriott Harbor Beach Resort & Spa
2021.07 - 2022.06
Front Desk Manager
Marriott Harbor Beach Resort & Spa
2019.04 - 2021.08
Front Desk Manager
JW Marriott Grande Lakes Orlando
2017.11 - 2019.03
Housekeeping Manager
Orlando Marriott World Center
2016.06 - 2017.11
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