Damion D. Brown
East Orange,NJ
Summary
Experienced guest relations director and front desk manager with a 20-year proven track record in the cruise and hospitality industry. Dedicated to helping teams achieve their maximum potential, have cultivated a deep understanding of customer service and guest satisfaction. Expertise lies in creating memorable experiences for guests, ensuring their needs are met and exceeded. Passionate about delivering exceptional service, consistently striving to enhance the overall guest experience, resulting in increased customer loyalty and positive reviews. Experienced with managing housekeeping teams in hospitality setting, ensuring optimal cleanliness and guest satisfaction. Utilizes effective training programs and quality checks to maintain high standards. Track record of enhancing operational efficiency and team collaboration.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Hotel HouseKeeping Manager / Rooms Inspector
William Vale
05.2024 - 08.2024
- A team-minded and solution-orientated leader with expert communication skills who will provide support to the housekeeping team
- A detail-oriented professional who aims to constantly improve guest and employee experience and exceed operational and financial goals
- Responsibilities
- Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments
- Inventories stock to ensure adequate supplies; and issues supplies and equipment to staff
- Makes recommendations to improve service and ensure more efficient operation
- Examines building to determine the need for repairs or replacement of furniture or equipment and makes recommendations to management
- Attends staff meetings to discuss company policies and patrons' complaints
- Responsible for maintaining the required property uniform and always ensuring a professional appearance and attitude
- Responsible for courteous, efficient response at all times
- Establishes standards and procedures for the work of housekeeping staff
- Records data regarding work assignments, personnel actions, and timecards, and prepares periodic reports
- Conducts orientation training and in-service training to explain policies, work procedures, and to demonstrate use and maintenance of equipment
- Investigates complaints regarding housekeeping service and equipment and takes corrective action
- Perform other duties as requested by ownership and management
- Managed staff of housekeepers.
- Managed staff of 22 housekeepers.
Front Officer Supervisor
Holiday Inn
04.2024 - 05.2024
- Supervise front office team and ensure efficient operations
- Manage guest check-ins and check-outs
- Monitor/oversee reservation systems and ensure accurate bookings
- Respond to guest surveys and guest assistance cases promptly exceeding the guests' expectations
- Ensure guest satisfaction scores remain above system average determined by the brand
- Handle guest inquiries, requests, and complaints promptly and professionally
- Coordinate with housekeeping, maintenance, and other departments to meet guest needs
- Train front desk staff on procedures and customer service standards
- Address and solve guest inquiries, complaints, and guest assistance cases
- Management of gift shop stocking/inventory, cash bank drawer reconciliation, reporting, etc
- Maintain clean work environment at front desk, back of desk, and back office
- Additional responsibilities assigned by dept
- Manager and/or GM
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
Front Desk Manager | Guest Service Director
Celebrity Cruises
11.2021 - 01.2024
- Responsible for assisting the Guest Services Manager and playing a key role in leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service in accordance to Guest Services Vision and Mission Statement
- Takes ownership and accountability to proactively address guest feedback and provide effective guest resolution
- Through maintaining a detailed knowledge of all guest ratings and comments establishes a culture for owning issues and resolving to the full
- Managing: Budgets, Financial and ATRI, KPI reports and other health regulations and other protocols
- Ensuring efficiency and best practices for all guest facing teams interaction providing continuous quality improvement meeting FORBES standards
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
HouseKeeping Manager
Celebrity Cruises
07.2020 - 11.2021
- The Housekeeping Manager works in conjunction with the Housekeeping Director to coordinate, schedule, and supervise the day-to-day activities of the Housekeeping Department
- This includes ensuring that all Staterooms, Public and crew areas, Laundry and linen room, Pool areas and open decks are operating in accordance with Company Operating Standards
- Ensures all Housekeeping operations and procedures are executed consistently (Stateroom Inspection, Public and Crew areas appearance and cleanliness, Linen and Equipment Management, Ship sanitation in Housekeeping related areas)
- Has a full understanding of Ship sanitation procedures, OPP (OUTBREAK PREVENTION PLAN) and USPH (United States Public Health) and Ship san guidelines and regulations, daily follow up on all related sanitation and cleaning logs
- Managed staff of 45 housekeepers.
Assistant Front Desk Manager| Guest Relations
Celebrity Cruises
02.2012 - 07.2020
- Assistant Front Desk Manager possesses a dynamic outgoing demeanor with a passion for ‘Delivering the Wow’ through industry leading service while demonstrating exemplary problem resolution skills
- The Assistant Front Desk Manager continually strives to exceed hospitality industry standards, while ensuring complete guest and team satisfaction
- This role establishes and drives a positive working environment and focuses on operational goals where training, leadership, development, and recognizing overall team performance are paramount
- Leading by example and from the front of the house, the Assistant Front Desk Manager assists the Front Desk Manager in being the ship's driving advocate for delivering outstanding Customer Service
- Managed reservation system, accurately inputting guest details and booking information for smooth operations.
- Proactively identified areas for improvement within the department through observation of daily operations and staff interactions with guests.
- Supervised front desk staff consisting of 25 employees.
Education
Coaching, Culture and time, Leadership, ship-board team development
Ecornell University
Miami, FL01.2020
Management
ALPS Management Training
Miami, FL01.2015
High School Diploma -
Titchfield High School
Port Antonio, Jamaica01.1996
Broundbrook Primary School
Port Antonio, Jamaica01.1992
Skills
- Leadership, Business Strategy & Product Management
- Customer Service ( Forbes Standards) Excellence, Coaching& Guiding
- Ms office, Adobe Premier, In design ASR,AS400, Fidelio, Lotus Notes, Microsoft Teams, Hybris,Opera,HMS
- Customer relationship management
- Customer service-focused
- Cleaning and sanitation
Accomplishments
- Oversaw operations covering .
- Supervised and mentored more than 30 personnel in 21 years.
- Improved inspection accuracy by adopting modern standards and technologies.
Certification
- [Area of certification]
Languages
English
Native or Bilingual
Interests
- Cooking
- I enjoy helping others and giving back to the community
- Gardening
- Volunteering with youth sports programs as a [role]
- Playing Sports
- Community Cleanup
Timeline
Hotel HouseKeeping Manager / Rooms Inspector
William Vale
05.2024 - 08.2024
Front Officer Supervisor
Holiday Inn
04.2024 - 05.2024
Front Desk Manager | Guest Service Director
Celebrity Cruises
11.2021 - 01.2024
HouseKeeping Manager
Celebrity Cruises
07.2020 - 11.2021
Assistant Front Desk Manager| Guest Relations
Celebrity Cruises
02.2012 - 07.2020
- [Area of certification]
Coaching, Culture and time, Leadership, ship-board team development
Ecornell University
Management
ALPS Management Training
High School Diploma -
Titchfield High School
Broundbrook Primary School
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