Clarence Smith
Uniondale,NY
Summary
Experienced professional with a strong management and operations background, possessing a comprehensive understanding of New York's Collective Bargaining Agreement. Prepared to excel in a leadership role, fostering strong team collaboration, adaptability, and consistently delivering tangible results. Expertise in strategic planning, staff development, and driving operational efficiency. Trusted for reliability and effective problem-solving in dynamic environments.
Overview
10
10
years of professional experience
Work History
Assistant General Manager
Travel and Leisure
Williamsburg, VA
03.2024 - Current
- 202 Unit Resort consisting of 2 and 3 bedroom townhomes
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager and VP of Sales on marketing initiatives to increase brand awareness and drive sales growth.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability for the HOA.
- Coordinated with multiple departments to ensure seamless operations, leading to enhanced customer experience.
Task Force Leader
Travel and Leisure
Newport, RI/New York,NY/Francestown,NH
08.2022 - 02.2024
- Northeast Hub -700 units 1br to 4bedroom suites
- Developed and maintained strong working relationships with internal departments for seamless collaboration.
- Briefed and assigned tasks to resources based on objectives, division and group assignments and resource capabilities.
- Led cross-functional teams to achieve project objectives on time and within budget parameters.
- Championed a culture of continuous improvement, leading to higher levels of motivation and engagement among team members.
- Proficiency in budget development of over $20 million with timely meetings with Board Members and Corporate for HOA's
- Liaison for all renovations, closures and upgrades to each property to maintain its integrity and staple in then portfolio
Resort Rooms Manager/Guest Service Manager
Travel and Leisure
Poconos,PA
03.2021 - 07.2022
- 580- Two story Townhomes
- Monitored staff performance, providing coaching and feedback for continuous improvement of 2% month over month
- Generated detailed reports on department performance analysis to inform decision-making processes at a higher level.
- Improved employee retention rates by fostering a positive work environment with supportive management practices.
- Enhanced guest satisfaction by implementing efficient room management strategies.
- Collaborated with sales and marketing teams to create enticing room promotions and packages for guests.
- Increased Housekeeping Metric score by 4% in 12months
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
Evening Manager Hotel/Asst Director of Engineering
Travel and Leisure-Wyndham Destinations
New York, NY
07.2017 - 02.2021
- 202 units- 34 story tower
- Monitored employee performance through regular evaluations, providing constructive feedback as needed to support growth and development.
- Fostered a supportive work environment that encouraged teamwork while empowering individual employees.
- Strategically allocated resources to maximize profits while maintaining exceptional service levels during evening hours.
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Coordinated with housekeeping and maintenance departments to guarantee rooms were prepared according to guest preferences and standards.
- Implemented cost-saving measures for engineering projects, contributing to improved budget efficiency.
- Created innovative solutions to electrical/mechanical problems, enabling successful project completion.
Guest Service Manager
Garden City Hotel
Garden City, NY
05.2015 - 07.2017
- 269 rooms- AAA Four Diamond/Forbes Recommended Hotel
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
Education
Bachelor of Arts - Communications
SUNY At Albany
Albany, NYSkills
- Staff management
- Inventory control
- Operations management
- Staff development
- Budgeting and cost control
Timeline
Assistant General Manager
Travel and Leisure
03.2024 - Current
Task Force Leader
Travel and Leisure
08.2022 - 02.2024
Resort Rooms Manager/Guest Service Manager
Travel and Leisure
03.2021 - 07.2022
Evening Manager Hotel/Asst Director of Engineering
Travel and Leisure-Wyndham Destinations
07.2017 - 02.2021
Guest Service Manager
Garden City Hotel
05.2015 - 07.2017
Bachelor of Arts - Communications
SUNY At Albany