Christopher Walker
Charleston,SC
Summary
Experienced Operations Manager proficient in managing Front Office operations with exceptional team supervision, project coordination and analytical problem-solving skills. Optimizes resource use to achieve challenging targets. Diplomatic in resolving disputes and coordinating diverse teams. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
Guest Operations Manager
The Dewberry
06.2018 - 12.2023
- Participate in regular leadership meetings to discuss hotel-wide strategies and improvements.
- Provide visionary leadership to front office team including Front Desk, Bell and Valet, Concierge, and Reservations with setting high standards for luxury service and professionalism.
- Recruit, train, and mentor front office teammates to ensure cohesive and motivated team with best practices.
- Ensure delivery of 5-star luxury standards from arrival to departure.
- Develop and implement standard operating procedures for front office operations.
- Contribute to revenue generation through upselling, amenities, and cross-selling initiatives.
- Monitor and manage room inventory, rates, and reservations to optimize occupancy and revenue.
- Supervise proper scheduling for all Front Office teams based on business levels
- Approves payroll for Front Office Department, including monthly commissions.
- Monitor and control departmental expenses and budgets.
- Lead Luxury Service training.
- Address guest concerns and complaints promptly
- Collaborate with other departments to ensure a seamless flow of information and services.
- Monitor all VIP’s stays and special requests.
Front Office Supervisor and Lobby Ambassador
The Dewberry
- Manages the staff at the Front Desk
- Trains and schedules the staff
- Conducts Performance Evaluations and disciplines staff when needed
- Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests
- Assists in the oversight of Engineering and Housekeeping staff while on duty.
Front Desk Manager
Comfort Inn
02.2020 - 04.2021
- Train, supervise and support office staff
- Troubleshoot emergencies
- Respond and resolve guest complaints and specific requests.
Research Project Manager II
Hospital Corporation of America
07.2014 - 02.2017
- Managed over 26 multi-million dollar grant research programs on time and within budget, the largest study involving 46 hospitals and over 75,000 patients resulting in a decrease of MRSA in ICU patients by 37% and a decrease of all bloodstream infections by 44%
- Successfully served as the direct contact between clinical and IT teams for all research studies
- Developed content and trained participants in the field and via webcasts on infection prevention quality standards and appropriate use of supplies successfully maintaining 90-100% adoption
- Assisted with completion of application to Institutional Review Board (IRB).
Project Manager Nursing Strategic Agenda
Hospital Corporation of America
02.2013 - 12.2016
- Effectively managed 5 Chief Nursing Officer Councils comprised of 45 individuals in 16 states
- Developed and deployed strategies for enterprise deployment in areas of Accountability, Evidence Based Practice, Leadership, Innovation, and Partnership
- Efficiently led the design and implementation of the ACNO Development Program
- Managed the standardization of research protocol streamlining discovery process by 35%.
Implementation Specialist II
Hospital Corporation of America
04.2013 - 08.2014
- Successfully managed the implementation of a new Electronic Health Record, EHR Open House, Growthlink training for physicians, nurses and IT personnel, and identification of risks and issues
- Met all major milestones, deliverables, and facility training metrics on time and within scope.
Implementation Specialist
Hospital Corporation of America
11.2012 - 04.2013
- Vitals Now Optimization Team Lead
- Successfully coordinated and managed Vitals Now optimization across the enterprise and led an implementation team of 7 in the East Florida Division resulting in 100% adoption of the system
- Implemented predicative model to alert a code blue within 8 hours prior to patient coding
- Increased adoption on over 200 units to from 60% to 100%
- EPIC Implementation Specialist.
Education
Bachelor of the Arts - Communication and Public Relations
Lipscomb University
Nashville, TNBachelor of Science - Sports Medicine
Samford University
Birmingham, ALGlobal Trade History and New Market Initiatives
The Daniel House
01.2007
Skills
- Operations Management
- Hiring Training and Development
- Proficient in Hotel PMS systems
- Payroll Administration and Timekeeping
- P&L Management
- Performance and Process Improvements
- Revenue Forecasting and Financial Management
Timeline
Front Desk Manager
Comfort Inn
02.2020 - 04.2021
Guest Operations Manager
The Dewberry
06.2018 - 12.2023
Research Project Manager II
Hospital Corporation of America
07.2014 - 02.2017
Implementation Specialist II
Hospital Corporation of America
04.2013 - 08.2014
Project Manager Nursing Strategic Agenda
Hospital Corporation of America
02.2013 - 12.2016
Implementation Specialist
Hospital Corporation of America
11.2012 - 04.2013
Front Office Supervisor and Lobby Ambassador
The Dewberry
Bachelor of the Arts - Communication and Public Relations
Lipscomb University
Bachelor of Science - Sports Medicine
Samford University
Global Trade History and New Market Initiatives
The Daniel House
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