Demetris Brown
New Orleans,LA
Summary
Seeking Hotel Manager role with 6 years of progressive experience in hotel operations and management. Skilled in optimizing front office operations, enhancing guest satisfaction, and driving revenue growth. Expertise in financial control, staff training, and interdepartmental coordination, with a strong background in brand standards for Marriott and Hyatt.
Overview
7
7
years of professional experience
Work History
Director of Front Office
Bourbon Orleans
11.2024 - Current
- Oversee front office operations to maintain high-quality service and hospitality for all guests
- Coordinate with housekeeping and engineering departments to ensure daily guest satisfaction and efficient resolution of room issues
- Support Reservations and Revenue Management by handling reservation and billing discrepancies, and monitor room occupancy to optimize space utilization
- Manage financial operations of the front office, ensure compliance with accounting practices, and lead the team in maintaining accurate billing and cash handling procedures
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Supervised a team of 20+ employees including receptionists, bellhops, concierge, housekeeping staff, and valet attendants.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Assisted in recruiting, hiring, orienting, evaluating, disciplining, coaching, counseling personnel.
- Monitored office inventory to maintain supply levels.
- Recruited and trained new employees to meet job requirements.
- Handled confidential information responsibly according to established guidelines.
- Created and optimized employee schedules for shift coverage.
- Addressed and resolved customer inquiries and complaints, providing high-quality service and maintaining satisfaction.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided guidance and support to staff on handling difficult situations with guests.
- Delegated work to staff, setting priorities and goals.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Trained new front office staff, providing guidance on company procedures and customer service standards.
- Managed day-to-day administrative tasks associated with front office operations such as cash flow management.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Front Office/Ops Manager
InterContinental - New Orleans
11.2022 - 06.2023
- Managed daily front office operations, controlled costs, and upheld quality standards to ensure guest satisfaction
- Oversaw staff recruitment, performance evaluations, and development, ensuring adherence to hotel policies and high-service quality
- Maintained reservation system efficiency, enforced credit control measures, and handled emergency procedures, enhancing overall guest security and service experience
- Analyzed and controlled materials, supplies, and equipment operational expenses.
- Built strong operational teams to meet process and production demands.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Managed daily operations including scheduling, resource allocation, inventory management, and customer relations.
- Oversaw financial management, budget management, accounting, and payroll activities.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Maintained accurate records about staffing levels, payroll expenses, inventory levels, and purchasing activities.
Front Office Manager
Eliza Jane New Orleans
01.2022 - 11.2022
- Coordinated interdepartmental efforts to maintain room quality, resulting in the consistent assignment of clean and functional accommodations to guests
- Managed all human resources functions, including recruitment, hiring, onboarding, performance appraisals, training, and implementation of disciplinary actions as necessary
- Coordinated with other departments to ensure smooth functioning of operations.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Resolved conflicts between customers or staff members professionally.
- Implemented standard operating procedures to improve guest check- and -out process.
- Prepared and analyzed front office reports to track performance and identify improvement areas.
- Managed budget for front office department, including forecasting and cost control measures.
- Created and optimized employee schedules for shift coverage.
- Developed and maintained a positive working environment, fostering team collaboration.
- Oversaw the coordination of VIP guest arrivals, ensuring personalized service and attention.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Performed administrative duties such as filing documents, answering phones.
- Recruited and trained new employees to meet job requirements.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
Front Office Manager
Stonebridge Le Meridien New Orleans
06.2021 - 01.2022
- Oversaw staff development, including scheduling, performance evaluations, and recognition programs, leading to improved service quality and associate satisfaction
- Analyzed guest satisfaction trends and service delivery, implementing strategic improvements and up-selling initiatives that increased occupancy rates and revenue
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
- Managed inventory levels for supplies used at the front desk, such as stationery items, and key cards.
- Coordinated with other departments to ensure the smooth running of the entire hotel operation.
- Liaised with the sales and marketing team to implement strategies that enhance guest experience and increase occupancy.
- Monitored inventory of front office supplies and placed orders to maintain adequate stock levels.
- Analyzed daily reports such as occupancy rate reports and revenue reports prepared by subordinates.
- Implemented loyalty programs and promotional offers to retain and attract guests.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Facilitated staff training programs on customer service, software use, and emergency procedures.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Monitored guest satisfaction metrics and developed strategies to improve service quality.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Front Office Manager/Operation Manager
SpringHill & Towneplace Suites New Orleans (NewCrestImage)
01.2018 - 01.2021
- Managed daily operations across multiple departments, ensuring adherence to property-specific service recovery protocols and maintaining high standards of guest satisfaction
- Analyzed and disseminated guest feedback, including satisfaction surveys and comment cards, to inform service improvement strategies
- Facilitated team development by conducting training sessions focused on optimizing scheduling in line with occupancy rates and guest service objectives
- Oversaw employee relations by addressing concerns promptly, maintaining open communication, and processing new hire onboarding to strengthen team dynamics
Education
High School Diploma -
Associate Degree - Medical Billing and Coding
Skills
- Opera Opera Cloud
- Fosse
- Light-Speed
- Hotel Effectiveness
- Payroll: ADP
- Payroll: Ultipro
- Payroll: Workday
- Purchasing/Ordering: ibuyEfficient
- Accouting/ Cash Handling
- Customer service
- Financial management
- Team leadership
- Inventory management
- Performance evaluation
- Hotsos
- Quore
- Whistle
- Alice
- Market Basket
- Task Forces Front Office Manager
- Active Assistant General Manager
- Brand Standard Knowledge and Experience: Marriott
- Brand Standard Knowledge and Experience: Hyatt
- Conflict resolution
- Employee training
- Scheduling optimization
- Budget management
- Reservation systems
- Hospitality operations
- Process improvement
- Brand standards adherence
- Complaint handling
- Staff training and development
- Guest relations management
- Upselling strategies
- Payroll and budgeting
- Meeting arrangements
- Workflow planning
- Scheduling and calendar management
- Expense reporting
- Team player attitude
- Document management
- Credit and collections
- Basic accounting
- Training and coaching
- Task delegation
- Time management
- Multitasking capacity
- Multitasking
Timeline
Director of Front Office
Bourbon Orleans
11.2024 - Current
Front Office/Ops Manager
InterContinental - New Orleans
11.2022 - 06.2023
Front Office Manager
Eliza Jane New Orleans
01.2022 - 11.2022
Front Office Manager
Stonebridge Le Meridien New Orleans
06.2021 - 01.2022
Front Office Manager/Operation Manager
SpringHill & Towneplace Suites New Orleans (NewCrestImage)
01.2018 - 01.2021