Charles West
Rancho Mirage,CA
Summary
Dynamic and results-oriented hotel Assistant Operations Manager with 10 years of experience in the hospitality industry. Proven track record of efficiently managing daily hotel operations, ensuring exceptional guest experiences, and optimizing revenue generation. Adept at supervising staff, implementing policies and procedures, and maintaining high standards of service quality.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant F&B Manager
Grand Hyatt San Francisco
San Francisco, CA
07.2024 - 09.2025
- Managed daily operations of the hotel's lounge while also supporting banquets and in-room dining, ensuring seemless service across multiple outlets.
- Took on expanded leadership responsibilities during a 100-day labor strike- including: payroll, scheduling, and forecasting for the lounge and banquets.
- Assumed many responsibilities of the Director of Banquets during his six-week leave overseeing banquet operations, client coordination, and large-scale event execution.
- Recruited, trained, and mentored colleagues to uphold Hyatt's service standards, improving colleague engagement and guest satisfaction.
- Partnered with senior leadership to deliver weddings, corporate functions, and social events- maintaining luxury standards under staffing and operational constraints.
- Recognized for resilience, adaptability, and motivational leadership in high pressure situations.
Assistant Operations Manager
Hyatt Regency Frisco-Dallas
Frisco, TX
01.2022 - 07.2024
- Oversee daily operations of the front desk, guest services, valet/bellmen,and F&B outlets.
- Coordinate with department heads to ensure smooth workflow and resolve any operational issues promptly.
- Handle guest inquiries, complaints, and requests in a professional and timely manner to ensure guest satisfaction and retention.
- Train, supervise, and evaluate staff to ensure adherence to company standards and guest satisfaction.
- Ensure compliance with health,safety, and sanitation standards to uphold a clean and secure environment for guests and staff.
Guest Advocate/Customer Service
Target Corporation
07.2020 - 01.2022
- Provided exceptional customer service in a fast-paced retail environment, ensuring customer satisfaction and loyalty through prompt assistance and resolution of inquiries and issues.
- Adapted to multiple roles as needed,including cashier, sales floor associate, and inventory management, to support team versatility and store operations efficiency during the COVID-19 pandemic.
Manager on Duty
The Harpeth Curio Collection By Hilton
Franklin, TN
08.2019 - 04.2020
- Assisted the Front Office Manager in the recruitment, training, development, and succession planning of high performing, results-driven team members.
- Played a key role in managing various projects, ensuring the successful launch and grand opening of the hotel.
- Managed daily operations effectively to exceed sales KPIs and profitability goals.
Concierge/Guest Service Ambassador
The Westin Nashville
Nashville, TN
09.2016 - 08.2019
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Played an active role in the Nashville Visitors and Convention Bureau's monthly meetings, contributing to the planning and coordination of citywide conferences and events.
- Led training and onboarding efforts for all new concierges and guest service ambassadors, fostering a skilled and knowledgeable team dedicated to exceptional service delivery.
In Room Dining Supervisor
Omni Nashville Hotel
Nashville, TN
09.2013 - 09.2016
- Led the in-room dining team to top performance, contributing to the hotel's recognition as the number one revenue producer in the Omni brand.
- Ensured compliance with local health codes by conducting regular inspections of the in-room dining area and equipment.
- Implemented quality control measures to maintain consistency in food preparation, presentation, and delivery.
- Supervised and supported the hiring and coaching of the in-room dining (IRD) team, consistently exceeding guest expectations through exceptional service delivery.
Education
High School Diploma -
Haltom High School
Haltom City, TXSkills
- Customer Service Excellence
- Team Leadership & Training
- Operations Management
- Inventory Management
- Conflict Resolution
- Hospitality Software Proficiency
Certification
- Food Handler Certified, California
- CABC Certified, California
Timeline
Assistant F&B Manager
Grand Hyatt San Francisco
07.2024 - 09.2025
Assistant Operations Manager
Hyatt Regency Frisco-Dallas
01.2022 - 07.2024
Guest Advocate/Customer Service
Target Corporation
07.2020 - 01.2022
Manager on Duty
The Harpeth Curio Collection By Hilton
08.2019 - 04.2020
Concierge/Guest Service Ambassador
The Westin Nashville
09.2016 - 08.2019
In Room Dining Supervisor
Omni Nashville Hotel
09.2013 - 09.2016
High School Diploma -
Haltom High School