Celisse Speed
Everett
Summary
Dynamic and results-oriented team leader with a proven track record of optimizing departmental operations to achieve organizational goals. Expertise in fostering collaboration among team members and leveraging strong leadership skills to enhance productivity and drive performance. Adept in strategic planning and resource management, ensuring seamless execution of initiatives that align with business objectives. Committed to cultivating a high-performance culture that empowers teams to excel and exceed benchmarks.
Overview
19
19
years of professional experience
Work History
Operations Manager
Hilton Garden Inn Seattle North/Everett Mukilteo, WA
02.2023 - Current
- Manages daily Front Desk shift operations and ensures compliance with all policies, standards and procedures
- Manages staffing levels to ensure that guest service, operational needs and financial objectives are met
- Oversee hiring and training of hotel sales representatives and other hotel personnel
- Helps train associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures
- Review and share Guest Stay Experience comments and scorecard results with team from each department, celebrate achievements
- Plan, organize and conduct monthly meetings to ensure continued guest satisfaction
- Coordinate reservations and room assignments for individuals and group blocks
- Provide accurate management reports to review account performance and communicate future plans
- Prepared sales budget; monitored and approved expenses.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Participated in financial activities, such as setting room rates, establishing budgets, and allocating funds to departments.
- Streamlined daily operations to enhance guest satisfaction and operational efficiency.
- Analyzed operational data to identify trends and inform strategic decisions.
- Oversaw budget management, ensuring financial targets were consistently met or exceeded.
- Developed and maintained relationships with external vendors and suppliers.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
Director of Sales
Hampton Inn & Suites Seattle-Downtown Seattle, WA
09.2021 - 02.2023
- Participates in departmental meetings and continually communicates clear and consistent message regarding Sales Department goals to produce desired results
- Analyzed market trends to identify new business opportunities and adjust pricing strategies accordingly.
- Increased sales revenue by developing and implementing strategic plans and setting performance goals for the sales team.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Worked with VP of Sales and Marketing to create annual budget
- Lead and manage the overall operation, services, and activities of the Sales & Catering
- Oversee hiring and training of hotel sales representatives and other hotel personnel
- Co-ordinate & oversee special set-ups in guestrooms and ensure departments or guests are charged accordingly
- Ensures business plan is followed and achieved providing feedback as necessary
- Lead, motivate & encourage the associates
- Attend regular scheduled meeting such as daily morning meetings, reception shift briefs and to conduct regular meeting within departments we are responsible for
- Established ambitious sales targets, managed deployment strategies, and developed go-to-market plans to capitalize on every revenue opportunity.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Attended and participated in conferences and trade shows to generate new leads, network and drive business.
- Implemented and created promotions to stimulate repeat business and attract new business travel accounts.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Night Auditor
Hilton Garden Inn Seattle/North Everett Mukilteo, WA
08.2021 - 09.2021
- Responded to room requests and other inquires made via establishment website, email, and/or phone
- Coordinated communication between housekeeping and maintenance departments to address requests and/or complaints from guests
- Calculated billing and posted charges to room accounts, reviewing all charges with guests
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Trained new staff members in customer service techniques and hotel operations.
- Monitored hotel's budget and financial records.
Sales Manager
Hampton Inn by Hilton Everett/Downtown - Everett, WA
04.2021 - 08.2021
- Produced contracts, reports, letters and proposals for clients
- Coordinated the sales efforts of the hotels, meeting, and banquet spaces and group related business
- Worked with VP of Sales and Marketing to create annual budget
- Tracked guest travel, rate and ADR expenses against projected expenses, then created report for weekly budget meeting
- Tracked weekly sales to write detailed reports for senior leadership and streamline operation productions.
- Evaluated performance against goals and implemented appropriate development plans.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed accounts to retain existing relationships and grow share of business.
Sales Manager
Hampton Inn & Suites North/Lynnwood – Lynnwood, WA
01.2018 - 04.2021
- Produced contracts, contracts, reports, letters and proposals for clients
- Prospected for new business through solicitation, networking, warm-calling
- Improved hotel visibility by conducting outside sales calls/blitzes, attending trade shows and market segment related events
- Designed and delivered marketing promotions and campaigns involving direct mail, social media, ads, and direct contact
- Purposefully sought after business with large organizations such as churches, sports clubs or corporate firms to sell the hotel based on amenities and location to events in the area
- Met or exceeded established monthly, quarterly and annual targeted sales goals and profit margins
- Maintained an active list of accounts to ensure continuous relationship development
- Developed and executed monthly focused and aggressive action plans, for upcoming quarters
- Communicated with internal business partners on upcoming group needs, VIP clients, and meeting functions
- Maintained and secured repeat business through client satisfaction and loyalty
- Maintained knowledge of industry and trends in market, particularly amongst COMPSET
- Reviewed monthly STAR Report to create action plans for future sales efforts
- Prepared reports for DOS to present to owners to show hotel sales efforts and growth.
- Utilized revenue management techniques to negotiate room rates and function space commitments to enhance hotel's financial performance.
- Implemented systems and procedures to increase sales.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Prepared sales presentations for clients showing success and credibility of products.
Night Auditor
Hilton Garden Inn Seattle/ North Everett Mukilteo, WA
07.2020 - 10.2020
- Reported facility and room maintenance problems to appropriate
- Responded to room requests and other inquires made via establishment website, email, and/or phone
- Coordinated communication between housekeeping and maintenance departments to address requests and/or complaints from guests
- Calculated billing and posted charges to room accounts, reviewing all charges with guests
- Kept accounts in balance and ran daily reports to verify totals.
Night Auditor
The Heathman Hotel Kirkland – Kirkland, WA
08.2019 - 03.2020
- Kept accounts in balance and ran daily reports to verify totals
- Performed duties as hotel liaison during overnight
- Oversaw night audit duties, including verification of daily room occupancy and hotel revenue
- Performed daily inventory for keys and linens and detailed all information in audit reports
- Balanced hotel accounts and resolved discrepancies
- Completed late check-ins and directed guest to rooms and facilities
- Walked through property to ensure guest safety, during overnight hours.
Cashier/ Overnight Crew
Quality food Center Mukilteo, WA
09.2016 - 09.2017
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register
- Stocked and replenished merchandise according to store merchandising layouts
- Priced merchandised, stocked shelves, and took inventory of supplies
- Alerted customer to upcoming sales and promotions.
- Answered questions about store policies and addressed customer concerns.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
Personal Leave
N/A
08.2015 - 09.2016
Sales Coordinator – Front Office Manager
Clarion Hotel – Renton, WA
05.2014 - 08.2015
- Manages staffing levels to ensure that guest service, operational needs and financial objectives are met
- Helps train associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures
- Oversee the hiring and training of hotel sales representatives and other hotel personnel
- Manages staffing levels to ensure that guest service, operational needs and financial objectives are met
- Understands night audit procedures and is able to comprehend and utilize reports as necessary
- Helps train associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures
- Oversee the hiring and training of hotel sales representatives and other hotel personnel.
Front Desk Night Auditor
Ramada Tukwila Southcenter Tukwila, WA
04.2011 - 05.2014
- Maintained knowledge of reservation and billing systems, controls and room inventory availability
- Inspected rooms and general areas and communicated needs to housekeeping
- Coordinated communication between housekeeping and maintenance departments to address requests and/or complaints from guests
- Calculated billing and posted charges to room accounts, reviewing all charges with guests.
Front Office Supervisor
Homewood Suites by Hilton Seattle Convention Center Pike Street Seattle, WA
09.2012 - 04.2013
- Monitored front desk activity to ensure that all policies and procedures were being followed
- Developed departmental objectives, work schedules, budgets and polices
- Assured perfect sell outs with no errors or declined credit cards
- Coordinated and executed proper “walk” procedures and followed up with guest to ensure satisfaction.
- Coached employees through day-to-day work and complex problems.
- Monitored customer service trends and provided insights to management team for further improvement.
Guest Services Host
HOTEL 1000, Seattle BOKA - SEATTLE, WA
09.2006 - 05.2010
- Prepared for large parties and reservations by anticipating and forecasting staffing needs
- Verified cash drawer against the day’s receipts
- Moved and arranged tables, chairs and place settings, and organized seating for groups with special needs
- Scheduled and prepared reservations, notified servers and managers of large groups in advance.
Education
Bachelor of Science in Business Administration -
Grand Canyon University
Phoenix, AZ05.2024
Skills
- Process improvement
- Data-driven decision making
- Effective organizational management
- Workflow optimization
- Team leadership
- Operations management
- Customer service
- Planning and implementation
- Staff training
- Employee relations and conflict resolution
- Inventory management
- Staff management
- Project management
- Delegation
Timeline
Operations Manager
Hilton Garden Inn Seattle North/Everett Mukilteo, WA
02.2023 - Current
Director of Sales
Hampton Inn & Suites Seattle-Downtown Seattle, WA
09.2021 - 02.2023
Night Auditor
Hilton Garden Inn Seattle/North Everett Mukilteo, WA
08.2021 - 09.2021
Sales Manager
Hampton Inn by Hilton Everett/Downtown - Everett, WA
04.2021 - 08.2021
Night Auditor
Hilton Garden Inn Seattle/ North Everett Mukilteo, WA
07.2020 - 10.2020
Night Auditor
The Heathman Hotel Kirkland – Kirkland, WA
08.2019 - 03.2020
Sales Manager
Hampton Inn & Suites North/Lynnwood – Lynnwood, WA
01.2018 - 04.2021
Cashier/ Overnight Crew
Quality food Center Mukilteo, WA
09.2016 - 09.2017
Personal Leave
N/A
08.2015 - 09.2016
Sales Coordinator – Front Office Manager
Clarion Hotel – Renton, WA
05.2014 - 08.2015
Front Office Supervisor
Homewood Suites by Hilton Seattle Convention Center Pike Street Seattle, WA
09.2012 - 04.2013
Front Desk Night Auditor
Ramada Tukwila Southcenter Tukwila, WA
04.2011 - 05.2014
Guest Services Host
HOTEL 1000, Seattle BOKA - SEATTLE, WA
09.2006 - 05.2010
Bachelor of Science in Business Administration -
Grand Canyon University