CHARLENE BELL
CHICAGO,US
Summary
Experienced hospitality operations leader specializing in front office and housekeeping management. Skilled in Opera and ONQ PMS systems, with a focus on utilizing Masrsha and OnQ RI to boost occupancy rates. Committed to fostering team development and optimizing operational efficiency in dynamic hotel settings.
Overview
13
13
years of professional experience
Work History
DUAL COMPLEX OPERATIONS MANAGER
Arbor Lodging
- 04.2024
- Lead rooms division operations, boosting team efficiency and guest satisfaction.
- Improved housekeeping standards, ensuring consistent cleanliness.
- Optimized dining services through inventory management and staff training.
- Analyzed guest feedback for service improvements, enhancing satisfaction.
- Managed unionized operations, maintaining compliance with contracts.
DIRECTOR OF FRONT OFFICE
Hotel EMC2
02.2022 - 04.2024
- Managed 20-member team, elevating guest service and operational standards in 195-room hotel.
- Achieved top TripAdvisor ranking by enhancing guest satisfaction to 83.3%, above industry norms.
- Achieved a reduction in no-shows to 20 in 2023, increasing revenue and improving occupancy via strategic OTA management.
Assistant Director of Front Office
Hotel Chicago Autograph Collection
04.2018 - 02.2022
- Optimized occupancy and revenue through effective room inventory management with Opera PMS and Marsha.
- Oversaw scheduling and staffing to optimize coverage during peak periods, improving guest satisfaction scores.
- Implemented training programs for front office staff, enhancing service quality and operational consistency.
- Developed and maintained standard operating procedures for front desk processes, increasing efficiency in daily tasks.
- Monitored inventory levels for front office supplies, ensuring availability while controlling costs effectively.
- Conducted performance evaluations for front office staff, providing feedback to foster professional development and growth.
- Assisted in recruiting and hiring new front office staff, ensuring a diverse and skilled team to deliver exceptional guest experiences.
Housekeeping Manager
STAYPINEAPPLE
06.2016 - 11.2017
- Directed housekeeping activities for 222-room hotel, guaranteeing smooth guest experiences.
- Implemented systems for tracking maintenance requests and scheduling repairs efficiently.
- Conducted routine inspections to identify areas for improvement in cleanliness and organization.
- Resolved guest complaints related to housekeeping services promptly, enhancing guest satisfaction.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
- Increased room readiness rates through close monitoring of room status reports and effective communication with front desk personnel.
- Enhanced guest satisfaction by maintaining a high standard of cleanliness and orderliness in all hotel areas.
- Reduced staff turnover by providing ongoing training, support, and mentorship to team members.
- Assisted in budget creation for the Housekeeping Department, ensuring accurate forecasting of expenses related to staffing, supplies, equipment, and other costs.
Front Office Manager
Club Quarters Hotel
09.2014 - 05.2016
- Managed Guest Inquiries: Addressed and resolved guest complaints and special requests enhancing the overall guest experience. 240 Rooms
- Managed front desk operations, ensuring smooth check-in and check-out processes.
- Developed schedules to optimize staffing levels during peak business hours.
- Implemented efficient communication protocols between departments to improve guest experience.
- Resolved guest complaints promptly, maintaining high satisfaction rates and positive reviews.
- Oversaw inventory management for office supplies, reducing operational expenses through effective procurement strategies.
- Coordinated with maintenance and housekeeping teams to ensure facility readiness for guests.
FRONT DESK NIGHT MANAGER
The Congress plaza hotel
05.2011 - 08.2014
- Oversaw night operations for 870 rooms, facilitating seamless guest experiences.
- Executed end-of-day reconciliation to maintain accurate financial records.
- Managed room assignments and reservations using Opera PMS systems and third-party extranets.
- Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
- Created operational strategies to boost team efficiency.
Education
ASSOCIATE'S DEGREE - HOSPITALITY MANAGEMENT
City Colleges of Chicago-Harold Washington College
Chicago, IL06.2010
Skills
- Employee relations and conflict resolution
- Staff training and development
- Supply inventory management
- Budgeting and financial management
- Strategic planning and execution
Timeline
DIRECTOR OF FRONT OFFICE
Hotel EMC2
02.2022 - 04.2024
Assistant Director of Front Office
Hotel Chicago Autograph Collection
04.2018 - 02.2022
Housekeeping Manager
STAYPINEAPPLE
06.2016 - 11.2017
Front Office Manager
Club Quarters Hotel
09.2014 - 05.2016
FRONT DESK NIGHT MANAGER
The Congress plaza hotel
05.2011 - 08.2014
DUAL COMPLEX OPERATIONS MANAGER
Arbor Lodging
- 04.2024
ASSOCIATE'S DEGREE - HOSPITALITY MANAGEMENT
City Colleges of Chicago-Harold Washington College
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