Hi, I’m
Ebrima Jallow
Las Vegas,NV
Summary
Experienced in the hospitality industry and sales/operations, bringing a wealth of knowledge and skills. Strong aptitude for leadership and relationship-building. Seeking an opportunity to leverage expertise and extensive customer service experience in a challenging new role. Excited to join a growing team, confident in ability to make a significant impact.
Overview
28
years of professional experience
1
Certification
Work History
Tiffany & Co.
Team manager
07.2022 - Current
Job overview
- Leading, developing and supporting the sales, operations and security team members to meeting or exceed sales plan
- Guest Experience Manager (GEM) Ensuring unsurpassed customer service and builds relationships with internal and external clients
- Manages and motivates the team to consistently achieve or exceed sales plan
- Drive client development activities among individual team members
- Drive business through key product pillars
- Elevate in-store experience consistently delivering memorable moments
- Manage back of housetop ensure consistency with established operational procedures
- Elevate and hire talent to ensure a winning team and create a best-in-class service and selling organization
- Develop a talent action plan for each team member
- Coach, trains and provide qualitative feedback, utilizing rewards and recognition as well as performance management processes.
Watches of SwitzerlandLas Vegas, Nevada
Store Manager
09.2021 - 07.2022
Job overview
- Partnered with the human resources team to customize the development plan for training and coaching in the Las Vegas market based on sales KPIs, The Art of Hosting
- Ensure the delivery of exceptional client service, whilst achieving company objectives by planning and executing the store business plan
- Leading and managing a high performing team, engaging them in a required client experience and delivery of performance targets
- Facilitate training in the Las Vegas market for the newly rolled out Xenia program for the Watches of Switzerland focusing on luxury client experience, the art of hosting
- Collaborate with Retail Operations, Client Development, Marketing and Customer Care teams on training programs including the selling ceremony, product training and special events planning
- Foster a culture of learning by building rapport, delivering focused interactive trainings, and modeling key behaviors at the showroom
- Met monthly and annual sales targets through Captivate, Podium and Setmore, coaching individuals to draw out their full potential
- Ensure the team members are reactivating dormant clients by personalized outreach via SMS, email and phone
- Achieved top-tier sales goal for fiscal year 2021
Tiffany & Co
Operations Coordinator
08.2014
Job overview
- Ensured compliance with all company standards and procedures
- Support and guide the team in compliance with CVM initiatives, floor moves to effectively maximize sales on certain collections
- Provided direction and guidance to internal teams to achieve targets
- Participated in marketing and outreach and other visibility efforts, as requested
- Ordered and distributed office supplies while adhering to a fixed office budget
- Oversaw inventory and office supply purchases
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance
- Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction
- Coached new employees on administrative procedures, company policies and performance standards
- Oversee inventory activities, including materials monitoring, ordering or requisition, and supply stocking or re-stocking
- Responded to inquiries and researched and resolved problems related to transactions handled by the department
- Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities and communicate management instruction
- Performed accounts receivable duties including invoicing, researching chargebacks, discrepancies and reconciliations.
Tiffany & Co
Operations Assistant
09.2011 - 08.2014
Job overview
- Assisted operations manager with planning of routine operations and special projects
- Maintained comprehensive knowledge of fashion trends to better serve customers and meet demanding sales objectives
- Ensured that each guest's experience was positive, memorable and consistent
- Cultivated and strengthened lasting client relationships
- Delivered customized and effective solutions to clients that met unique demands
- Strengthened company's business by leading implementation of consistent repairs and shipping charges
- Respond to customer and compliments according to company guidelines.
Tiffany & Co
Branch Security Officer
11.2009 - 09.2011
Job overview
- Wrote reports on property damage, theft, presence of unauthorized persons and unusual occurrences
- Greeted customers warmly as they enter the store
- Monitored central alarm system for fire, intrusion, and duress alarms and responded when needed
- Detected suspicious activities and watched for criminal acts and rule infractions
- Responded quickly and effectively to all security violations and duress alarms
- Investigated all security and safety violations
- Directed guests around the store and answered questions
- Responded to calls in both routine and emergency situations.
Omni Hotels & Resorts
Assistant Director of Front Office Operations
05.2007 - 06.2008
Job overview
- Cultivated a customer-focused environment by greeting and responding to all customers in a friendly manner
- Managed, administered and supervised all Front Office & Guest Service teams, including front desk, concierge, and bell/door associates to maintain highest level of courteous, professional service to all guests and staff of the hotel
- Scheduling, performing annual review/appraisals, interviewing, training, payroll and accounting relating to the front desk
- Schedule, organize and participate in daily and monthly departmental meetings
- Provided leadership and guidance to all front of the house staff, ensuring consistent quality service is provided to the guests.
Kimpton Hotels & Restaurants
Director Of Guest Services
03.2006 - 04.2007
Job overview
- Managed all aspects of the Front Office including Front Desk, PBX, Room Service, Bell/Door, Business center and Concierge Services to ensure efficient, cost effective and quality services are provided to the guests for a positive experience
- Hire, train, develop empower, coach and counsel, conduct performance and salary reviews
- Ensured that the assets of the hotel and brand name are maintained through the development and recommendation of business and capital plans.
Omni Hotels & Resorts
Guest Service Manager
03.2001 - 05.2006
Job overview
- Ensured the excellent customer service is the hallmark of the front office
- Established administrative rules and regulations, policies and procedures for the department
- Analyzed and isolated areas in need of improvement and encourage a climate of problem solving and action
- Coordinate with the Reservations Department in the maximization of occupancy with minimal relocations
- Ensured that all front office payroll and other expenses are properly monitored and controlled in accordance with the budget and monthly updates.
Sheraton Hotel & Resorts
Director Of Guest Services/MOD
12.1996 - 03.2001
Job overview
- Prepared weekly associate schedules, hire, train and completed weekly payroll, scheduled and presided over daily pre-shift meetings
- Coordinated with front desk and engineering departments to ensure all guest rooms are following AAA standards
- Resolved all guests and employee issues as they arise
- Hire, train, coached, counseled and disciplined employees when necessary, using proper documentation and techniques
- Monitored and worked closely with the director of room and supervisors to ensure that all areas of the front office operations are meeting the required guest and employee service levels consistently.
Education
Management Development Institute
Associate of Arts Business Administration
01.1980
Gambia High School
High School Diploma
01.1978
Skills
- Drive client development activities
- Drive business through key product pillars
- Elevate in-store experiences
- Create a best-in-class service and selling organization
- Utilize rewards and recognition
- Performance management processes
- Interpersonal and written communication
- Staff development
- Team leadership
- Luxury experience coach
- Conflict resolution
- Self-motivated
- Problem-Solving
- Multitasking and Organization
- Customer Service Management
- Training and mentoring
- Outstanding communication skills
- Team leadership and coaching
- Inventory Management
- Store Merchandising
- Retail Inventory Management
- Recruitment and hiring
- Operations Management
- Sales expertise
- Documentation And Reporting
- Retail Merchandise Quality Standards
- Merchandise planning
- Revenue Generation
Certification
- Certified of professionalism in the Lodging Security Program presented by the Educational Institute of AHMA
- Certificate of completion - Housekeeping Supervisor program in Risk Management presented by Zurich Services Corporation
- Certificate of Completion - Creating Memorable Guest experience presented by HSA International
- Fundamentals of Leadership – Tiffany & Company – May 2020
Accomplishments
- Tiffany & Co. - Operation assistant of the year 2015
- Omni Shoreham Hotel - Manager of the Quarter 2005
- Sheraton Atlanta Hotel - Team award for Managers - In recognition of outstanding performance for 4th quarter 1999
- Radisson Atlanta Hotel - Team award for managers in recognition of outstanding performance in August 1998
- Radisson Atlanta Hotel - Award of excellence in recognition of outstanding performance for 3rd quarter of 1997
Timeline
Team manager
Tiffany & Co.
07.2022 - Current
Store Manager
Watches of Switzerland
09.2021 - 07.2022
Operations Coordinator
Tiffany & Co
08.2014
Operations Assistant
Tiffany & Co
09.2011 - 08.2014
Branch Security Officer
Tiffany & Co
11.2009 - 09.2011
Assistant Director of Front Office Operations
Omni Hotels & Resorts
05.2007 - 06.2008
Director Of Guest Services
Kimpton Hotels & Restaurants
03.2006 - 04.2007
Guest Service Manager
Omni Hotels & Resorts
03.2001 - 05.2006
Director Of Guest Services/MOD
Sheraton Hotel & Resorts
12.1996 - 03.2001
Management Development Institute
Associate of Arts Business Administration
Gambia High School
High School Diploma
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