Dereck Hildreth
Washington,DC
Summary
Resourceful professional in hospitality management known for high productivity and efficient task completion. Skilled in operations management, customer service excellence, and staff training. Excels at communication, leadership, and problem-solving to enhance guest satisfaction and operational success.
Overview
10
10
years of professional experience
Work History
Director of Group Services
Gaylord National Resort & Convention Center
National Harbor, MD
09.2023 - Current
- Strategic Leader of the Group Housing and Group Billing Department, encompassing 16 account manager's and 3 department leaders.
- Direct oversight of the department's profit and loss statement, including labor, OT management, group concession budget, and controllables.
- Ensures the division is SRA and Ryman Audit compliant by improving processes and implementing consistency and accountability across all areas.
- Works directly with the room's leadership team to ensure all groups are set up for success, to ensure a flawless arrival, billing, VIP, and guest services experience.
- Works closely with revenue management to drive incremental revenue for upsells, add-ons, transient reservations, sales strategy in relation to guest walks, and inventory management.
- Develops Budget and Forecast for Hotels Group Concessions to include rebates, 1 person, and commissions.
- Works directly with the Operational Excellence Team to maximize the power of passkey, GSS survey generation, and key hotel meetings to bridge the gap between group services, celebrity services, housekeeping, and front office.
Dual Hotel Manager
Hotel Effie & Sandestin Beach Resort - 1500 Rooms
Destin, Florida
01.2023 - Current
- Strategic leader of the Rooms, Guest Services, Engineering, Security, and Food & Beverage Divisions. Encompassing 31 leaders and over 700 hourly hosts, including the Director of Rooms, Director of Food and Beverage, and Director of Engineering and Security.
- Responsible for the Hotel's Service Mission and operational standards across the hotel.
- Direct oversight of the operating divisions' Profit and Loss statements, including Rooms, Engineering, and Food & Beverage.
- Lead Hotel through Marriott Autograph Collection conversion by adapting Marriott operating standards, Marriott Bonvoy, a revamped marketing strategy, and new adapted systematic resources to include Medallia, FSPMS, OneYield, and more.
- Lead hotel to #1 ranking Hotel on Trip Advisor
- Generated over $270,000 in incremental revenue from multiple guest satisfaction projects to include a private beach offering, a newly added resort fee, and improved Food & Beverage Offerings.
Dual Director of Room Operations
Hotel Effie & Sandestin Beach Resort - 1500 Rooms
Destin, Florida
02.2021 - 01.2023
- Oversaw all aspects of the Rooms Division, including Front Office, Housekeeping, Recreation, PBX, Transportation, and Guest Services.
- Collaborated with senior leadership to set long-term objectives for the hotel.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Direct oversight of the Rooms Division P&L in partnership with the division heads to monitor, control, and effectively deliver on financial and labor results.
- Leads a team of 16 division managers and 10 supervisors. Direct Reports include two Directors of Housekeeping, Director of Front Office, and Sr. Guest Services Manager.
- Leads all local community charitable events in partnership with the Human Resources Team.
- Property Guest Satisfaction Leader: responsible for timely responsiveness to all guest service complaints, monitoring trends, and employee incentives.
- Generated over 550k in upsell revenue in 2022.
- Heavy Transient and Group Mix Hotel Experience.
Opening Director of Housekeeping
Hotel Effie & Sandestin Beach Resort
Destin, Florida
11.2020 - 02.2021
- Leader of All Property Housekeeping Operations.
- Oversees all aspects of the Housekeeping Department, including grounds services, rooms, recreation, and hotel public space.
- Responsible for managing the rooms division P&L, ordering all key guest and operating supplies, labor, and contract partner relationships.
- Lead a team of 10 housekeeping leaders. Direct Reports included a housekeeping manager and 5 housekeeping supervisors.
- Works with the Engineering team to ensure appropriate preventive maintenance measures have taken place in each guest room.
- Inspects rooms daily to ensure cleanliness and guest satisfaction.
- Championed property hotsos roll-out and managed capex project for devices and charging stations.
- Overall room cleanliness score of 9.4 during my tenure.
Director of Group Services
Marriott Marquis Atlanta
Atlanta
07.2018 - 10.2020
- Leader of Property Reservations and Group Billing Team.
- Responsible for the accuracy, efficiency, and production of all hotel group billing and group reservations.
- Oversaw 15 direct reports, including a Group Services Manager, a Manager in Training, 12 Group Services Coordinators, and 1 Hotel Suite/Function Space Manager.
- Responsible for accurate forecasting, tracking, and remission of all group commissions and rebates.
- Direct oversight of Department P&L.
- Participant in sales strategy, scrub meeting, and other key hotel-wide meetings.
- Lead account manager for host hotel, Super Bowl 53.
- Generated $350,000 in upsell revenue.
- Balance scorecard achieved every year throughout my tenure; laid off due to COVID.
Director of Front Office
The Woodlands Resort
12.2017 - 07.2018
- Front Office operations leader, to include front desk, guest services, PBX, and concierge club lounge.
- Strategic business leader in regard to managing labor and controlling department expenditures.
- Works closely with the director of revenue management to drive rate, control inventory, and complete property upsell initiatives.
Opening At Your Service Manager
Marriott Marquis Houston
Houston
10.2016 - 12.2017
- Direct oversight of the union At Your Service Department, which encompasses PBX, Fresh Bites, General Runners, and concierge lounge services.
- Responsible for the implementation of the hotel's VIP program, amenity program, and GXP success.
- Responsible for ordering, IRD inventory, and execution of Collective Bargaining Agreement.
Opening Rooms Operation Manager
Marriott Triplex Houston
Houston
12.2014 - 10.2016
- First Springhill Suites, Courtyard, and Residence to partner in building.
- Responsible for the day-to-day operation of Front Office and Housekeeping.
- Lead a team of 3 Front Desk Managers, 3 Housekeeping Managers, and 8 Supervisors.
- Effectively lead the team to successful brand standard audit, guest satisfaction, and financial results.
- Responsible for the inventory, ordering, scheduling, and Medallia responses for all 3 properties.
Education
Bachelor's Degree in Retail Hotel & Institutional Management -
Texas Tech University
Skills
Culture Leader
Engagement Leader
Change Leader
Financial Management
Creativity & Innovation
Operations Leadership
Awards
- Leader of the Year, 2019, Marriott Marquis Atlanta
- Leader of the Quarter, 2017, Marriott Marquis Houston
References
References available upon request.
Timeline
Director of Group Services
Gaylord National Resort & Convention Center
09.2023 - Current
Dual Hotel Manager
Hotel Effie & Sandestin Beach Resort - 1500 Rooms
01.2023 - Current
Dual Director of Room Operations
Hotel Effie & Sandestin Beach Resort - 1500 Rooms
02.2021 - 01.2023
Opening Director of Housekeeping
Hotel Effie & Sandestin Beach Resort
11.2020 - 02.2021
Director of Group Services
Marriott Marquis Atlanta
07.2018 - 10.2020
Director of Front Office
The Woodlands Resort
12.2017 - 07.2018
Opening At Your Service Manager
Marriott Marquis Houston
10.2016 - 12.2017
Opening Rooms Operation Manager
Marriott Triplex Houston
12.2014 - 10.2016
Bachelor's Degree in Retail Hotel & Institutional Management -
Texas Tech University
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