Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Delroy V. Nelson

Washington

Overview

11
11
years of professional experience

Work History

Director of Housekeeping

Hotel Monaco
Washington
09.2024 - 01.2025
  • Overseeing the staff of 35 employees hiring and training staff maintaining and ordering supplies ensuring customer satisfaction.
  • Handling administrative tasks managing housekeeping budget, rooms inspection.
  • Investigating customer complaints / Reducing housekeeping labor costs by 12% through efficient staffing, schedules and productivity optimization.
  • Achieving a cleanliness rating of 95% for guest rooms, resulting in improved customer reviews and increased hotel ratings.

Operations Manager / Front Office Manager / Rooms Management

Hilton Garden Inn
Washington
01.2023 - 01.2024
  • Directed a team of 32 employees, including two supervisors, achieving an 88% Medallia score.
  • Ensured adherence to brand standards, resulting in a 15% increase in guest satisfaction over two years.
  • Implemented daily checklists for staff, leading to a 10% improvement in operational efficiency.
  • Conducted comprehensive annual evaluations, resulting in a 20% boost in staff productivity.
  • Oversaw housekeeping and linen departments with a $200,000 budget, enhancing quality standards and reducing costs by 12%.

Operations Manager / Front Office / Rooms Management

Strategic Solutions Partners
01.2021 - 01.2023
  • Led a team of 20 guest agents, increasing efficiency by 22% and improving guest satisfaction by 15%.
  • Spearheaded training programs that boosted staff retention by 30% and enhanced team performance.
  • Managed daily operations for front office, housekeeping, night audit, and reservations, achieving a 95% compliance rate with brand standards.
  • Implemented strategic improvements in guest services, resulting in a 25% rise in positive guest feedback.
  • Analyzed operational reports, reducing overhead costs by 14% through optimized resource allocation.
  • Introduced new policies and procedures, leading to a 20% improvement in operational efficiency.
  • Conducted capital needs assessments and streamlined payroll processes, cutting labor costs by 18% without compromising service quality.
  • Provided operational support to multiple Marriott hotels, maintaining consistent service levels and achieving a 98% satisfaction rate.
  • Resolved guest issues effectively, contributing to a 28% increase in overall satisfaction scores.

Revenue Management Support Analyst (Contract)

Marriott Corporate
Bethesda
01.2018 - 01.2021
  • Supported revenue management and distribution strategy, resulting in a 10% increase in revenue across hotels.
  • Configured and validated systems, ensuring 100% functionality and competence among hotels personnel.
  • Developed visualization formulas for group rates, leading to a 15% improvement in revenue from group bookings.
  • Analyzed market rates to identify long-term methodologies, contributing to a 20% increase in revenue over two years.
  • Activated controls on reservation systems and resolved non-routine hardware and software issues promptly.
  • Provided Tier 2 and user support for web-based hotel reservation system, maintaining a 95% satisfaction rate.
  • Collaborated with teams to research and prioritize responses to trouble tickets, reducing resolution time by 30%.
  • Ensured compliance with company policies and industry regulations, maintaining 100% adherence to standards.
  • Managed data life cycle and processes, optimizing revenue management and data management practices by 25%.

Operations Manager / Front Office Manager

Hyatt Place Hotel
Washington
01.2017 - 01.2018
  • Directed a 24-hour front office team, resulting in a 20% improvement in operational efficiency.
  • Managed financial transaction and cash-floats of $1.5 million, maintaining 100% accuracy.
  • Resolved guest concerns, leading to 15% increase in guest satisfaction scores.
  • Follow up personally with guest regarding low satisfaction scores.
  • Controlled payroll and managed employee hours, reducing costs by 10% without compromising service quality.
  • Collaborated with executive management on policy creation and execution, enhancing operational efficiency by 15%.
  • Managed vendor negotiations and purchases, reducing departmental spending by 12%.
  • Conducted training sessions for staff, resulting in a 25% increase in job knowledge and skill levels.

Dual Director of Housekeeping (Pre-Opening)

Homewood Suites/Hampton Inn
Washington
01.2016 - 01.2017
  • Spearheaded pre-opening housekeeping operations for two properties, elevating cleanliness standards by 20%.
  • Led a team of 45 employees, including two supervisors, maintaining a consistent 90% satisfaction score.
  • Personally, managed guest concerns, fostering a 15% increase in overall guest satisfaction.
  • Oversaw a departmental budget exceeding $80,000/month, reducing waste and optimizing resources.
  • Ensured strict compliance with brand standards and regulatory requirements.
  • Cultivated and managed vendor relationships, negotiating contracts to achieve a 10% cost savings.
  • Successfully navigated the pre-opening phase, ensuring a seamless and efficient operational launch.

Director of Housekeeping (Pre-Opening)

Hilton Garden Inn
Washington
01.2014 - 01.2016
  • Directed pre-opening housekeeping operations, achieving and maintaining a 9.0 JD Power score for room cleanliness.
  • Supervised a team of 40 employees and two supervisors, maintaining a 98% satisfaction score.
  • Implemented daily inspections and checklists, ensuring adherence to brand standards.
  • Managed a departmental budget of $200,000, leading to major improvements in quality.
  • Developed and implemented training programs, resulting in a 20% increase in staff efficiency.
  • Maintained inventory of supplies and equipment, optimizing stock levels and reducing waste.
  • Managed vendor relationships and negotiated contracts, achieving a 10% cost savings.
  • Collaborated with executive management on strategic initiatives to enhance guest experience.
  • Contributed to a positive three-year trend in quality and guest satisfaction scores.

Education

MS - Luxury Brand Management

University of East London
UK
01.2026

BA - Hotel Management

University of Technology
Jamaica

Skills

  • Data collection
  • Hotel reservation systems
  • Business sources revenue
  • Revenue forecasting
  • Multi-Property Revenue Systems access PeopleSoft HRS
  • Presentation skills
  • Daily reservation reports
  • Information synthesis
  • Hotel staff training
  • Room availability
  • Monitoring

Accomplishments

  • Manager of 1st Quarter 2024

References

References available upon request.

Timeline

Director of Housekeeping

Hotel Monaco
09.2024 - 01.2025

Operations Manager / Front Office Manager / Rooms Management

Hilton Garden Inn
01.2023 - 01.2024

Operations Manager / Front Office / Rooms Management

Strategic Solutions Partners
01.2021 - 01.2023

Revenue Management Support Analyst (Contract)

Marriott Corporate
01.2018 - 01.2021

Operations Manager / Front Office Manager

Hyatt Place Hotel
01.2017 - 01.2018

Dual Director of Housekeeping (Pre-Opening)

Homewood Suites/Hampton Inn
01.2016 - 01.2017

Director of Housekeeping (Pre-Opening)

Hilton Garden Inn
01.2014 - 01.2016

MS - Luxury Brand Management

University of East London

BA - Hotel Management

University of Technology

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Delroy V. Nelson