CHARLENE BELL
CHICAGO,US
Summary
Experienced Hotel Operations Leader specializing in front office and housekeeping management. Proficient in Opera, ONQ, and PEP PMS systems to optimize occupancy and enhance guest satisfaction. Proven ability to lead teams, improve operational efficiency, and deliver exceptional service in fast-paced hospitality environments.
Overview
14
14
years of professional experience
Work History
DUAL COMPLEX OPERATIONS MANAGER
Arbor Lodging
04.2024 - Current
- Lead operations for two hotel properties totaling over 400 rooms, improving overall occupancy by 12% within the first quarter.
- Streamlined front office and housekeeping workflows, increasing team productivity by 18% and reducing guest complaints by 25%.
- Implemented a new staff training program, reducing onboarding time by 30% and improving service consistency.
DIRECTOR OF FRONT OFFICE
Hotel EMC2
02.2022 - 04.2024
- Managed front office operations for a 195-room hotel, achieving a guest satisfaction score of 93.3%, surpassing industry benchmarks by 10%.
- Reduced no-show rate to 20 per month through strategic OTA management, increasing revenue by approximately $45,000 annually.
- Led a 20-member team, enhancing guest service quality that contributed to a top TripAdvisor ranking.
Assistant Director of Front Office
Hotel Chicago Autograph Collection
04.2018 - 02.2022
- Oversaw front office operations for a 354-room upscale property, increasing guest satisfaction scores by 22% through enhanced service protocols and staff training.
- Led and developed a team of 25 front desk staff, reducing employee turnover by 18% and fostering a high-performance work environment.
- Improved check-in/out efficiency, reducing average guest wait times by 15%, resulting in higher guest throughput during peak hours.
- Managed room inventory and reservation processes using Opera PMS, optimizing occupancy rates by 8% and boosting revenue during key periods.
- Collaborated with housekeeping and maintenance departments to ensure room readiness, decreasing guest complaints related to room availability by 20%.
GUEST SERVICE MANAGER
STAYPINEAPPLE
06.2016 - 11.2017
- Oversaw guest service operations in a boutique hotel with 222 rooms, raising guest satisfaction scores by 12%.
- Directed a 15-member team, boosting employee retention by 25% through mentorship and performance development.
- Implemented reservation process improvements, increasing booking accuracy and reducing errors by 18%.
Front Office Manager
Club Quarters Hotel
09.2014 - 05.2016
- Managed front office operations for a 240-room hotel, ensuring smooth guest check-ins/outs and maintaining an average guest satisfaction rating above 85%.
- Supervised and trained a team of 20 guest service associates, improving customer service quality scores by 15% during tenure.
- Resolved over 90% of guest complaints on first contact, significantly enhancing guest experience and loyalty.
- Coordinated daily front desk activities, reducing wait times by 10% and improving operational efficiency.
- Utilized Opera PMS to optimize room assignments and reservations, contributing to a 7% increase in occupancy rates during peak periods.
FRONT DESK NIGHT MANAGER
The Congress plaza hotel
05.2011 - 08.2014
- Managed night operations for an 870-room property, ensuring 100% accuracy in nightly cash reconciliations.
- Handled accounting duties with zero discrepancies over a 3-year period.
- Led overnight guest service operations, maintaining a guest satisfaction rating of over 85% during night shifts.
Education
ASSOCIATE'S DEGREE - HOSPITALITY MANAGEMENT
City Colleges of Chicago-Harold Washington College
Chicago, IL06.2010
Skills
- Budgeting & Cost Control: Proficient in managing departmental budgets, reducing operational costs by up to 10% without sacrificing service quality
- Leadership & Team Development: Successfully led teams of 15-20 associates, improving retention by 25% and boosting service quality metrics
- Hospitality Management: Deep knowledge of front office, housekeeping, and guest service operations across large and boutique hotels
Timeline
DUAL COMPLEX OPERATIONS MANAGER
Arbor Lodging
04.2024 - Current
DIRECTOR OF FRONT OFFICE
Hotel EMC2
02.2022 - 04.2024
Assistant Director of Front Office
Hotel Chicago Autograph Collection
04.2018 - 02.2022
GUEST SERVICE 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
ASSOCIATE'S DEGREE - HOSPITALITY MANAGEMENT
City Colleges of Chicago-Harold Washington College