Hotel Room Operations: Seasoned Scrum Leader Demonstrated expertise in guest experience management over 15 years, complemented by robust leadership skills, customer service, and employee development. Proficient in strategic planning, room rate strategy, project coordination, and Kaizen Development. Holds certifications in Lean Green Six Sigma Project Management, Kaizen, and ISO 9001:2015. Experienced in Agile Development.
Hi, I’m
Deahna Garrett
San Diego
Summary
Overview
10
years of professional experience
1
Certification
Work History
Bahia Resort Hotel
Room Operations
08.2021 - Current
Job overview
- As an Operations Shift Supervisor, I play a pivotal role in overseeing the daily operations of our organization, ensuring both operational efficiency and customer satisfaction. My responsibilities encompass a variety of tasks that are essential for maintaining a high standard of service and performance among employees.
One of my primary duties involves assigning tasks to staff members. This requires a keen understanding of the strengths and weaknesses of each employee, as well as the ability to delegate effectively to optimize workflow. In addition to task assignment, I closely monitor employee performance, fostering a work environment that encourages productivity and accountability. To motivate my team, I implement incentive programs for those who demonstrate exceptional performance, which not only boosts morale but also promotes a culture of excellence.
MG HOSPITALITY LIMITED
Assistant General Manager
12.2022 - 06.2023
Job overview
- Maintaining customer satisfaction is at the forefront of my responsibilities. I actively respond to inquiries and complaints from customers, striving to resolve issues promptly and efficiently. In instances of emergencies or unexpected problems, I remain composed and resourceful, ensuring that crises are managed effectively without compromising the quality of service. My commitment to maintaining high guest services standards ensures that we not only meet but frequently exceed expectations.
- Coaching and developing associates is another critical aspect of my role. I adopt a consistent and approachable demeanor while articulating clear expectations, helping team members understand their roles and the impact of their contributions. By fostering an environment of open communication, I encourage employees to express their thoughts and ideas, which ultimately enhances their job satisfaction and performance levels.
- A key responsibility is to increase the percentage of returning guests. I achieve this by actively listening to and fulfilling their needs with a caring and responsive attitude. Engaging with guests on a personal level allows me to identify opportunities to enhance their experience, ultimately contributing to their desire to return. Moreover, I take pride in enthusiastically promoting our hotel's available amenities and facilities, driving financial growth through effective marketing strategies To ensure that all guest needs are met in a timely manner,
State Fair of Texas
Guest Experience Manager
01.2018 - 04.2022
Job overview
- Drive sustainable continuous improvement in the Company by training, mentoring, and maintaining an environment of lean thinking
- Collaborate with key department leaders to provide project coordination and facilitate cross-functional teamwork to identify opportunities for improvement
- Document and evaluate existing processes, identify opportunities for improvement and work with department leaders to develop strategy for effective execution and measure results
- I maintain strong communication with other departments within the hotel. This collaborative approach is vital for resolving issues and enhancing the overall guest experience. By coordinating activities, I make certain that service quality is consistent and aligned with established standards. Delivering excellent customer service is paramount when making reservations. I utilize effective upselling techniques to enhance the guest experience further and ensure their needs are met.
- I prioritize professional communication at all levels, answering department telephone calls with a friendly voice and adhering to established telephone etiquette. Accurate record-keeping is also crucial; I input information into the hotel management system and maintain guest records with meticulous attention to detail.
Hyatt Regency Dallas
Guest Experience Manager
01.2015 - 03.2022
Job overview
- I played a central role in leading the site through the Lean Excellence model
- Lead, coach and influence my teams site's Leaders, ensuring rigor and fidelity to the Lean Deployment roadmap
- Role modelling a culture that is aligned to the Hyatt 'Great Place to Work' value drivers and Culture Principles
- Exemplifying a safety-first mindset and ensuring that the Health, Safety and Environmental policies and standards are applied across and that all locations are a model of a world-class healthy and safe working environment
- Worked Directly with out Public Relations and Sales Departments
- Assisting with presentations, VIP clients, negotiations and public appearances
- Drove a disciplined and rigorous deployment of the Lean Operating Model (LOM) across within the Performance hub of the property
- Created and executing against the Site Lean Deployment plan
Education
Kentucky Wesleyan College
Bachelor of Art; Bachelor of Art; Associate of Art from Communication, General
01.2020
University Overview
Arizona Western College
Associate's degree from Business/Corporate Communications
01.2002
University Overview
Helix High School
diploma from general
01.2000
University Overview
Skills
- Executive Protection
- High-Profile Customer Assistance
- Client Relationship Optimization
- Strategic Problem Analysis
- Efficient Time Allocation
- Logical Reasoning Skills
- Cross-Functional Teamwork
- Customer Engagement
- Workforce Skill Enhancement
- Accurate Data Entry
- Client Engagement
- Partnership Cultivation
- Proficient in Computer Applications
Certification
- Lean Six Sigma Green Belt (ICGB)
- Kaizen Training Certification
- Lean Six Sigma White Belt Certification
- RBS
- Kaizen
Awards
Awards
- Purple Keys (3)
- Rockstar Award
Timeline
Assistant General Manager
MG HOSPITALITY LIMITED
12.2022 - 06.2023
Room Operations
Bahia Resort Hotel
08.2021 - Current
Guest Experience Manager
State Fair of Texas
01.2018 - 04.2022
Guest Experience Manager
Hyatt Regency Dallas
01.2015 - 03.2022
Arizona Western College
Associate's degree from Business/Corporate Communications
Helix High School
diploma from general
Kentucky Wesleyan College
Bachelor of Art; Bachelor of Art; Associate of Art from Communication, General
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