Carita Williams
Huntsville,AL
Summary
Detail-oriented and goal driven team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
12
12
years of professional experience
Work History
Rooms Division Manager
WaterWalk By Wyndham
11.2023 - Current
- Trained new employees on standards and hotel procedures.
- Upheld high standards for customer service and led by example.
- Inspected rooms for damages and sufficient housekeeping practices.
- Optimized room occupancy rates through proactive analysis of booking trends and adjusting pricing strategies accordingly.
- Provided exceptional guest experiences by addressing complaints promptly and offering personalized solutions to meet their needs.
- Enhanced customer experience with thorough training of front office, housekeeping, and concierge teams.
- Managed crisis situations effectively, ensuring minimal impact on guests' experiences during unforeseen events or emergencies.
- Reviewed housekeeping supply charts and inventories.
- Coordinated with maintenance team to ensure timely repairs and preventive maintenance schedules in all guestrooms and public areas.
- Developed strong relationships with corporate clients, enhancing brand loyalty and driving repeat business.
- Ensured optimal staffing levels during peak seasons, coordinating with HR for timely recruitment and training of new hires.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
Front Desk Associate
Sonesta Simply Suites Hunstville
11.2022 - 11.2023
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Asked customers questions to meet special requests.
Front Desk Associate
Westin/Element Complex
08.2021 - 10.2022
- Collected room deposits, fees, and payments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Housekeeping Supervisor
Westin/Element Complex
08.2019 - 08.2021
- Trained and mentored all new personnel to maximize quality of service and performance.
- Worked with front desk to respond promptly to all guest requests.
- Communicated repair needs to maintenance staff.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Conducted regular audits of public spaces and staff work areas to maximize quality control.
- Addressed customer feedback and complaints to maximize satisfaction.
Executive Housekeeping Manager
Springhill Suites And Hampton Inn/Providence
03.2016 - 02.2019
- Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional.
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Motivated cleaning staff with several weekly incentives for maintaining high standards of safety regulations and completing duties quickly.
- Maintained required records of work hours, budgets and payrolls.
- Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
- Evaluated employee performance and recommended promotions, transfers and dismissals.
- Trained and mentored new staff on cleaning and safety protocols.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
- Scheduled and prioritized tasks to staff, overseeing work completion.
Executive Housekeeping Manager
Springhill Suites
12.2012 - 02.2016
- Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional.
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Motivated cleaning staff with several weekly incentives for maintaining high standards of safety regulations and completing duties quickly.
- Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.
- Streamlined weekly cleaning schedule for 20 employees.
- Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Prepared and submitted reports to demonstrate staff productivity and areas of improvement.
Education
No Degree - Business Management
Alabama A & M University
High School Diploma -
J.O.Johnson High School
05.1993
Skills
- Problem-solving skills
- Staff Management
- Bookkeeping
- Scheduling
- File management
- Cash Handling
- Credit card handling
- Social perceptiveness
- Expense reporting
- Goals and performance
- Credit and cash payments
- Safety and security procedures
- Hospitality service expertise
- Problem-solving abilities
- Team building
- Billing Procedures
- Basic accounting
Accomplishments
Certification In Flawless Delivery Training
CCMA Certification
Timeline
Rooms Division Manager
WaterWalk By Wyndham
11.2023 - Current
Front Desk Associate
Sonesta Simply Suites Hunstville
11.2022 - 11.2023
Front Desk Associate
Westin/Element Complex
08.2021 - 10.2022
Housekeeping Supervisor
Westin/Element Complex
08.2019 - 08.2021
Executive Housekeeping Manager
Springhill Suites And Hampton Inn/Providence
03.2016 - 02.2019
Executive Housekeeping Manager
Springhill Suites
12.2012 - 02.2016
No Degree - Business Management
Alabama A & M University
High School Diploma -
J.O.Johnson High School
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