DOUGLAS MCAFEE
Rochester
Summary
Dynamic hospitality leader with extensive experience at Hilton, Marriott, and IHG hotels, excelling in operations and guest experience. Proven track record in staff recruitment and team motivation, achieving significant improvements in brand scores. Proficient in property management systems and committed to quality assurance, driving operational excellence and enhancing guest satisfaction.
Overview
15
15
years of professional experience
Work History
Director of Housekeeping
Horizon Edge Hotels LLC
Rochester
09.2024 - Current
- Maintained an inventory of cleaning supplies, equipment and linens, ordering additional items as required.
- Conducted regular inspections of guest rooms and public areas to ensure compliance with established quality assurance standards.
- Evaluated new products or technologies that could enhance operational efficiency or reduce costs.
- Assisted in the recruitment process by interviewing candidates for open positions within the department.
- Provided support during peak times by working alongside housekeeping staff when necessary.
- Resolved customer complaints promptly in a professional manner.
Director Of Operations/Rooms Division Manager
Hilton Garden Inn Rochester Downtown
Rochester
07.2022 - 07.2023
- Oversaw daily operations for Front Office and Housekeeping departments to ensure efficiency.
- Collaborated with Front Office and Housekeeping Managers to enhance departmental functionality.
- Managed coordinated operations of Rooms Division, including Guest Services, Housekeeping, and Reservations.
- Coached and mentored team members to exceed guest expectations through active engagement.
- Monitored labor expenses by approving schedules and maintaining budgeted productivity.
- Prepared annual Rooms Division budget in collaboration with General Manager.
- Participated in weekly revenue calls to maximize room revenue and occupancy rates.
- Analyzed rate variances and monitored daily house counts to resolve discrepancies.
Director of Housekeeping
Strathallan Hotel Double Tree By Hilton
Rochester
07.2019 - 07.2022
- Collaborated with hotel management for effective planning, forecasting, and daily operations.
- Oversaw scheduling, recruitment, training, and payroll for housekeeping staff.
- Conducted inspections of rooms and common areas to ensure quality standards.
- Managed daily responsibilities across all departmental outlets to maintain service excellence.
- Certified in OnQ and PEP housekeeping management and front office operations.
Executed inventory management and ordering for departmental needs and requirements.
Retreat and Property Manager
Om Yoga Morocco
Casablanca And Marrakech
02.2014 - 07.2019
- Manage the day to day operations of the villa and retreat center.
- Handle all reservations, marketing and sales for clients around the world.
- Creation of website packages and online sales.
- Responsible for the accounting, billing and forecasting for all retreat packages and bookings.
Director of Guest Experience and Concierge
Classic Concierge/Tysons Corner Center
Tysons Corner
08.2013 - 03.2014
- Direct and lead operations in Guest Relations and Marketing departments for 4th largest mall in USA.
- Train, lead and coach concierge and guest relations staff across 4 properties on site.
- Attend weekly budget and marketing meetings to strategize Consumer and Corporate Visa Gift Card sales (Brought in approximately 1 Million USD in sales for December 2013 setting highest record in company history and leading team to 1st place across USA).
- Assist with major networking events and functions.
- Handle all group tourism and their quality experience from local to international clients.
- Design and advertise a monthly marketing newsletter for Tysons Corner Center events and promotions. (target reach goal of approximately 3000 business clients throughout VA and D.C.)
Guest Services Manager/IHG Brand Champion Manager
Crowne Plaza Oklahoma City
Oklahoma City
06.2011 - 12.2012
- Trained over 200 staff members on new brand concepts as Certified Brand Champion.
- Oversaw inventory balancing and accounting reports to enhance accuracy.
- Managed department heads in Guest Service areas, promoting best practices.
- Achieved significant improvement in IHG brand scores from inception to completion.
Assistant General Manager
Hilton Garden Inn Tulsa South
Tulsa
10.2010 - 06.2011
- Screened and hired all front office and housekeeping personnel.
- Managed accounts with precision, directing billing and invoicing processes.
- Trained staff on Hilton brand standards to maintain quality across departments.
- Achieved overall hotel scores averaging 20% higher since November 2010.
- Oversaw kitchen and bar staff to ensure exceptional service delivery.
- Assisted in booking catering and banquet events, including LNRs.
Education
High School Diploma -
Northstar Christian Academy
Rochester, NY06.2005
Skills
- Microsoft Office proficiency
- Adaptability to new software
- Leadership and team motivation
- Emergency evacuation training
- Opera software experience
- Holidex system knowledge
- Fosse application skills
- Property management systems expertise
- Marsha software proficiency
- OnQ Hilton and PEP expertise
- Quality assurance
- Staff recruitment
- Team leadership
Additional Information
IHG-Crowne Plaza certified Brand Champion Instructor for new global workshop, Full service Marriott experience and hotel background, Volunteer with various organizations such as Victory Alliance and Trillium Health, Member and volunteer for Chamber of Commerce in Oklahoma City, FBBC volunteer of Rochester, NY in community outreach and music and theater programs, Presented with various awards for outstanding customer services, manager of the year, supervisor of the year, Junior and Senior Class President, Honor Roll 2001-2005
Languages
Arabic, Professional Working
Languages
English
Professional
Moroccan Arabic
Professional
Spanish
Elementary
Affiliations
- Volunteer work with various organizations such as Visit Rochester, Oklahoma City Clean Ups, Open Door Mission
- IHG-Crowne Plaza certified Brand Champion Instructor for new global workshop
- Volunteer work at Victory Alliance and Trillium Health
- Member and volunteer for Chamber of Commerce in Oklahoma City
- FBBC volunteer of Rochester, NY in community outreach and music and theater programs
- Presented with various awards for outstanding customer service, manager of the year, supervisor of the year
Timeline
Director of Housekeeping
Horizon Edge Hotels LLC
09.2024 - Current
Director Of Operations/Rooms Division Manager
Hilton Garden Inn Rochester Downtown
07.2022 - 07.2023
Director of Housekeeping
Strathallan Hotel Double Tree By Hilton
07.2019 - 07.2022
Retreat and Property Manager
Om Yoga Morocco
02.2014 - 07.2019
Director of Guest Experience and Concierge
Classic Concierge/Tysons Corner Center
08.2013 - 03.2014
Guest Services Manager/IHG Brand Champion Manager
Crowne Plaza Oklahoma City
06.2011 - 12.2012
Assistant General Manager
Hilton Garden Inn Tulsa South
10.2010 - 06.2011
High School Diploma -
Northstar Christian Academy
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