Delroy V. Nelson
Washington
Summary
Hospitality leader with proven success at Hotel Monaco, enhancing guest satisfaction through operational improvements and effective team leadership. Expertise in budget management and staff training, resulting in a 95% cleanliness rating and a culture of excellence. Committed to delivering exceptional service and optimizing resource efficiency.
Overview
19
19
years of professional experience
Work History
Director of Housekeeping
Hotel Monaco
Washington
09.2024 - 10.2025
- Oversaw staff of 35 employees, focusing on hiring and training initiatives.
- Achieved cleanliness rating of 95% for guest rooms, enhancing customer reviews.
- Reduced housekeeping labor costs by 12% through optimized staffing and scheduling.
- Handled administrative tasks to maintain efficient operations and budget management.
- Conducted inspections of rooms to ensure quality standards were met.
- Addressed customer complaints promptly to improve satisfaction levels.
- Maintained and ordered supplies to support operational efficiency.
Operations Manager / Front Office Manager / Rooms Management
Hilton Garden Inn
Washington
08.2023 - 09.2024
- 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
06.2021 - 08.2023
- 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
09.2018 - 06.2021
- 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
02.2017 - 08.2018
- 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
04.2016 - 02.2017
- 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
05.2014 - 04.2016
- 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.
Employment Service Manager
Georgia World Congress Center
Atlanta
02.2007 - 12.2010
- Developed employment programs that increased workforce engagement and skill development.
- Collaborated with local businesses to identify job opportunities for community members.
- Managed recruitment processes, including interviewing and onboarding new employees.
Education
MS - Luxury Brand Management
University of East London
UK01.2026
BA - Hotel Management
University of Technology
JamaicaSkills
- Data collection and synthesis
- Hotel reservation systems
- Revenue forecasting
- Multi-property revenue access
- PeopleSoft HRS expertise
- Presentation skills
- FOSSEE / LIGHTSPEED proficiency
- Daily reservation reporting
- Hotel staff training
- Room availability monitoring
- Property management systems (PMS)
- Opera Cloud / ONQ(PEP) knowledge
- Marsha/HOTSOS utilization
- Luxury brand management
- Customer service excellence
- Team leadership and development
- Operational efficiency strategies
- Budget and project management
- Vendor relations and management
- Quality assurance protocols
- Sanitation and health standards
- Scheduling coordination and execution
Accomplishments
- Manager of 1st Quarter 2024
- Manager of the Month 2023
References
References available upon request.
Timeline
Director of Housekeeping
Hotel Monaco
09.2024 - 10.2025
Operations Manager / Front Office Manager / Rooms Management
Hilton Garden Inn
08.2023 - 09.2024
Operations Manager / Front Office / Rooms Management
Strategic Solutions Partners
06.2021 - 08.2023
Revenue Management Support Analyst (Contract)
Marriott Corporate
09.2018 - 06.2021
Operations Manager / Front Office Manager
Hyatt Place Hotel
02.2017 - 08.2018
Dual Director of Housekeeping (Pre-Opening)
Homewood Suites/Hampton Inn
04.2016 - 02.2017
Director of Housekeeping (Pre-Opening)
Hilton Garden Inn
05.2014 - 04.2016
Employment Service Manager
Georgia World Congress Center
02.2007 - 12.2010
MS - Luxury Brand Management
University of East London
BA - Hotel Management
University of Technology