Charmaine M. Warren
Brooklyn,NY
Summary
Accomplished hospitality executive with extensive experience at Magna Hospitality, recognized for exceptional leadership in team dynamics and operational management. Successfully led initiatives that resulted in a remarkable 95.3% Hilton Brand Compliance score, reflecting a commitment to excellence. Proven expertise in strategic planning and training has driven significant cost savings while maintaining high employee retention rates.
Overview
24
24
years of professional experience
Work History
Opening Assistant General Manager
Magna Hospitality
04.2023 - 11.2024
- Executed comprehensive management tasks for initial operations of Hilton's 400-room establishment.
- Directed a team exceeding 90 members, achieving an employee retention rate of 1%.
- Facilitated Hilton standards and systems training sessions.
- Generated 30% savings in operational expenditure through effective plans.
- Collaborated with General Manager to develop, implement, and oversee budget.
- Implemented standardized checklists to ensure operational consistency across multiple areas.
- Participated in generating Hilton Brand Compliance report, attaining a score of 95.3%.
- Controlled costs effectively to enhance overall financial health.
- Handled customer complaints and inquiries, ensuring high levels of satisfaction.
- Analyzed financial data and prepared reports for senior management.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Director of Housekeeping/AGM Development Program
Magna Hospitality
04.2021 - 04.2023
- Direct day-to-day functions of the Housekeeping Department for top-tier cleanliness in all spaces.
- Reduced costs while maximizing productivity through improved SOP implementation.
- Introduced measures to manage all inventory, including cleaning materials.
- Collaborated with Engineering to develop Preventative Maintenance program.
- Addressed all housekeeping-related guest feedback through GXP and Trip Advisor.
- Directed the transition to green cleaning methods and materials.
Hotel Manager/Director of Housekeeping
The POD Times Square BD Hotels
03.2018 - 04.2021
- Facilitated the successful opening and finalization of accommodation areas.
- Recruited and trained Assistant Directors, Managers, House persons, Room Attendants, and Laundry staff.
- Create operational standards, timelines, and team objectives.
- Partner with Engineering colleagues to uphold impeccable room program.
- Enhanced department productivity through effective management.
- Analyzed sales data from different channels and identified opportunities for improvement in terms of pricing strategies or promotions.
- Organized staff schedules, balancing workload and operational needs.
Director of Housekeeping
The Marlton Hotel BD Hotels
08.2016 - 03.2018
- Organized employee training programs related to health and safety practices and hotel policies and procedures.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Verified each completed room against standard plans to maintain consistency.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Communicated guest service scores to drive improvement and higher guest satisfaction.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Created and managed budgets for travel, training, and team-building activities.
Director of Front Office/Director of Housekeeping
Hyatt Place Midtown South
08.2014 - 06.2016
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Prepared monthly reports detailing occupancy rates, revenue figures, labor costs.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Supported General Manager and Director of Rooms by adhering to staffing guidelines
- Created work schedules and ensured compliance with LRA cleanliness standards.
- Requires participation in the organization's safety training programs.
- Sourced materials, controlled expenditures, and created detailed summaries.
- Ensures smooth operation of lost-and-found services and addresses guest issues promptly.
Assistant Director of Front Office Manager/Housekeeping Manager
Park Central Hotel
10.2011 - 08.2014
- Oversaw daily operations of AFOM's, Bell, Door, Package, and Union staff.
- Streamlined front office functions through comprehensive procedural updates.
- Supported Director of Front Office in managing PNL to ensure effective financial distribution.
- Supported the 75-million-dollar hotel renovation project.
- Oversaw payroll operations ensuring cost-efficiency without compromising quality of customer service.
- Coordinated daily work schedules for over 200 employees, encompassing various roles.
- Conducted monthly counts to maintain accurate linen stock levels.
Director of Front Office Operations/Evening Operations Director
The New York Helmsley Hotel
04.2001 - 10.2010
- Oversaw implementation of over 700 renovation projects, including new property telephone system and conversion of hotel property management system.
- Coordinated operations of five major airlines including Japan, Alitalia, Singapore, United Airlines, Virgin Atlantic.
- Oversaw daily operations of front office, ensuring efficient and effective service delivery.
- Managed budget for front office department, including forecasting and cost control measures.
- Ensured compliance with health and safety regulations within the front office area.
Education
Bachelor’s Degree - Hospitality Management
U.N.L.V.
Skills
- Operational Management Experience
- Employee Training
- Leadership in Team Settings
- Effective Strategic Planning
- Training Expertise
- Proven Leadership Skills
Accomplishments
- Big Apple Star Award Nominee for Manager below the General Manager 2010
- General Manager Curriculum
- Manager of the Year 2021
- Manager of the Year 2023
Affiliations
Big Apple Award for Outstanding Management awarded by the General Manager
Honored as Manager of the Year
General Educational Development (GED) Teacher, Lighthouse Ministries
Community Board 12 Member
Timeline
Opening Assistant General Manager
Magna Hospitality
04.2023 - 11.2024
Director of Housekeeping/AGM Development Program
Magna Hospitality
04.2021 - 04.2023
Hotel Manager/Director of Housekeeping
The POD Times Square BD Hotels
03.2018 - 04.2021
Director of Housekeeping
The Marlton Hotel BD Hotels
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 Director
The New York Helmsley Hotel
04.2001 - 10.2010
Bachelor’s Degree - Hospitality Management
U.N.L.V.
Similar Profiles
Justin SchultzJustin Schultz
General Manager at Magna HospitalityGeneral Manager at Magna Hospitality
Justin SchultzJustin Schultz
ASSISTANT GENERAL MANAGER at Magna HospitalityASSISTANT GENERAL MANAGER at Magna Hospitality
Catherine Barreto, MBACatherine Barreto, MBA
Area Sales Manager at Magna HospitalityArea Sales Manager at Magna Hospitality