Charmaine M. Warren
Brooklyn,NY
Summary
With a proven track record at Moxy Times Square, I excel in strategic planning and team leadership, significantly enhancing operational efficiency. Expert in training development, I spearheaded a linen program saving over $20,000. My hands-on approach and business operations acumen ensure peak performance and guest satisfaction, embodying confidence without stating it.
Overview
36
36
years of professional experience
Work History
Assistant General Manager
Motto by Hilton New York City Times Square
04.2023 - 11.2024
Director of Housekeeping/AGM Development Program
Moxy Times Square
04.2021 - 04.2023
Hotel Manager/Director of Housekeeping
The POD Times Square
03.2018 - 04.2021
- Greet guests and create levels of intimacy for our residents
- Inspect the grounds, public areas and guest rooms for appearance and cleanliness
- Ensure company standards for housekeeping, decor and guest services are met
- Answer guest questions about hotel services and policies
- Keep track of the hotel's financials
- Consistent relations with Union guidelines
- Interview, hire, train and terminate staff
- Monitor staff performance, ensuring the hotel is running well and guests are happy
- Coordinate front-office and back-office activities and resolve any problems
- Set budgets and room rates, allocate funds and approve expenditures for various departments
- In this position I oversee the daily operations of the Housekeeping and Laundry department for over 700+ rooms and Apartments
- Oversee and assist with opening and completion of hotel rooms and Apartments
- Directly responsible for all correspondence with Trip Advisor
- Responsible for recruiting and training of , Assistant Director, Managers, House persons, Room Attendants, Laundry staff
- Develop department objectives, work schedules, procedures, and policies
- Collaborate with Engineering to maintain perfect room program
- Hands on management style with ability to lead through example
- Monitor labor costs while ensuring effective resource scheduling, vacation planning and department productivity
- Possess a strong understanding of the financial, accounting and payroll principles
- Experience managing bargaining unit/union team members required
- Establish and maintain an effective working relationship with employees
- Evaluate employee performance and overall efficiency, providing immediate feedback to improve overall levels of productivity
Director of Housekeeping
The Marlton Hotel
08.2016 - 03.2018
- Directly responsible for hiring and training of all employees
- Directly responsible for all correspondence with Trip Advisor
- Develop and execute a linen program which resulted in saving the company over $20,000
- Assist the General Manager in meeting staffing guidelines, implementing new procedures, meeting all budget guidelines for payroll
- Implement Mini Bar procedure and directly responsible for purchasing all items for mini bar
- Train all Department Managers (Front Office, Housekeeping) on hotel standards to ensure overall service satisfaction in Hotel
- Ensure proper usage of chemicals and cleaning supplies by monitoring usage, providing complete training for employees, and ensuring proper labeling of hazardous supplies in accordance with hotel hazard communication program
- Evaluate condition of furniture, fixtures, decor, etc
- Make recommendations and assist in the coordination of all projects
Director of Front Office/Director of Housekeeping
Hyatt Place Midtown South
08.2014 - 06.2016
- Directly responsible for all correspondence with Medallia/Trip Advisor in guest satisfaction scores
- Maintain Hyatt Standards consistently throughout the property (Front Office, Food and Beverage)
- Train and develop all employees to fully comprehend Hyatt Standards as it relates to all Guest, (Gold Passport and non-Passport guest)
- Assist the General Manager/Director of rooms in meeting staffing guidelines, implementing new procedures, meeting all budget guidelines for payroll
- Train/develop all new hires, and re-train all employees who need additional training
- Hires, trains, evaluates, and disciplines housekeeping staff
- Develop work schedules and inspects their work to make sure they are meeting the LRA cleanliness expectations
- Ensures their attendance at the company's safety training session
- Order supplies, manages a budget, and produces reports
- Processes invoices and approves employee timesheets
- Oversees the facility's lost-and-found department and responds to guest complaints
Assistant Director of Front Office Manager/Housekeeping Manager
Park Central Hotel
10.2011 - 08.2014
- Directly responsible for the day to day operations of the AFOM's, Bell/Door/Package/ Union staff
- Assist the Front office with staffing analysis, guidelines, implementing new procedures to ensure effective hotel operation
- Assisted the Director of Front Office with PNL, ensuring that the financials of the Front Office are being distributed effectively
- Assisted with the conversion of a 75-million-dollar hotel renovation, closing and re-opening of the Hotel Lobby/bar/restaurant
- Training and development of line staff and managers to achieve maximum customer service
- Effectively controlled payroll costs to stay below budget while still maintaining customer service
- Prepared daily work assignments for 200+ employees including housekeepers, utility housemen, Floor Housemen, Supervisors and Managers
- Maintained accurate records of room status (i.e
- Out of order, general cleaning, and room maintenance)
- Managed lost and found items
- Directly responsible for the linen inventory (purchase/deliveries/loss of linen/monthly inventory count
- Assisted in Time and Attendance of 200+ employees with ADP
Director of Front Office Operations/Evening Operations Manager
The New York Helmsley Hotel
04.2001 - 10.2010
- Report to Rooms Division Manager to ensure all hotel projects are on schedule and completed, including 700+ hotel renovation, new property telephone system, building and conversion of hotel property management system, renovation of hotel lobby, restaurant, and bar
- Direct and manage front office operations with total responsibility and accountability for Front
- Airline coordination of 5 major airlines including Japan, Alitalia, Singapore, United Airlines, Virgin Atlantic
- Created and implemented VIP program for Sterling and repeat guest clientele 4 Star Training and motivation of all Front Office staff to maintain positive guest relations by assuring guest service standards are being applied
- Directly responsible for implementation Standard Operating Procedures for all Front Service areas
- Provided General Manager and EOC with revenue forecast as it relates to budget for the Front Office
- Created and implemented staffing analysis to assist with the budget and payroll costs
- Assurance all Union guidelines are adhered to
- Interview and train all new Front Office employees
- Represented and operated hotel in General Manager's absence
Mirage Resorts- Mirage/ Treasure Island/Bellagio Hotels
01.1989 - 01.2001
Education
Master's - theology
07.2020
Bachelor's Degree - Theology
05.2019
Bachelor's Degree - Hospitality Management
U.N.L.V.
06.1994
Advanced Supervisor Management Program -
Certified in Dale Carnegie Customer Service -
Skills
- Strategic planning skill
- Business operations background
- Team leadership strength
- Team leadership expertise
- Training and development skill
- Training and development background
Accomplishments
- Completed courses and certificate received are as follows: Complaint handling, Workplace Harassment/Safety, Employment Law, Building Positive Relations
- Big Apple Star Award Nominee for Manager below the General Manager 2010
- J.D. Powers Award 2015
Volunteer Experience
LightHouse Ministries International, Event Planner/Operator for all events such as Church Anniversary, Banquet, Birthdays, and other Celebrations., Counselor/Mentor for children, teens, and young adults., Church Administrator, letters, mailings, correspondence with other Churches and Community Board., Member of the Community Council 47th Precinct - Bronx NY.
Timeline
Assistant General Manager
Motto by Hilton New York City Times Square
04.2023 - 11.2024
Director of Housekeeping/AGM Development Program
Moxy Times Square
04.2021 - 04.2023
Hotel Manager/Director of Housekeeping
The POD Times Square
03.2018 - 04.2021
Director of Housekeeping
The Marlton Hotel
08.2016 - 03.2018
Director of Front Office/Director of Housekeeping
Hyatt Place Midtown South
08.2014 - 06.2016
Assistant Director of Front Office Manager/Housekeeping Manager
Park Central Hotel
10.2011 - 08.2014
Director of Front Office Operations/Evening Operations Manager
The New York Helmsley Hotel
04.2001 - 10.2010
Mirage Resorts- Mirage/ Treasure Island/Bellagio Hotels
01.1989 - 01.2001
Master's - theology
Bachelor's Degree - Theology
Bachelor's Degree - Hospitality Management
U.N.L.V.
Advanced Supervisor Management Program -
Certified in Dale Carnegie Customer Service -
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