Elmo C. Wells, Jr.
New York
Summary
Results-driven lodging manager with extensive experience in hotel operations, focusing on elevating guest satisfaction and service quality. Expertise in leading diverse teams, optimizing operational efficiency, and implementing revenue growth strategies. Successfully enhanced booking processes, achieving optimal occupancy rates while enforcing cost-control measures that strengthened profitability and loyalty among guests. Career objectives include further developing innovative service delivery models to enhance customer experiences.
Overview
22
22
years of professional experience
Work History
Director of Rooms
FREEHAND NEW YORK
New York
08.2023 - Current
- Manage day-to-day functions of union departments such as Rooms Division, Engineering, Security, and Food and Beverage.
- Oversee the hotel operating budget including forecasting and ADR maximization
- Increased incremental revenue by updating procedures regarding the upselling program, early check in and check out and increasing facility fee
- Professional on assignment at the Paramount Hotel as they transitioned from Highgate Hotel Management to Generator Management
- Direct on-site contact for all departments regarding all employee policies in compliance with Local 6 Union
Director of Front Office
FREEHAND NEW YORK
New York
05.2022 - 08.2023
- Managing the day-to-day operations of a 400-room hotel, overseeing the Front Office and Bellmen in a union environment.
- Measured hotel performance via average occupancy, guest history database, room inventory, employee supplies, staffing, internal tracking grids, union staff issues, and guest requests.
- Oversaw and processed payroll and scheduling for Housekeeping and Food and Beverage
- Increased incremental revenue by updating procedures regarding the upselling program, early check-in and check-out, and increasing the facility fee.
Assistant General Manager
Related properties
New York
10.2021 - 02.2022
- Assist with oversight of day-to-day building operations and establishing best practices and systems for office operations, policy, and procedures
- Involved with all aspects of move-ins for new residents, including future follow-up to ensure positive acclimation to the building
- Ensure efficient and courteous response to all residents’ requests, inquiries, and concerns
- Engage third-party vendors and suppliers for appropriate services
- Maintain accurate files for all site administration, including lease files, operational procedure files and work-order files
- Collect and post resident rent payments and manage accounts receivables
- Prepare and process appropriate written communications, i.e., memos, invoices, letters, and insurance/building incident reports
Director of Rooms
Courtyard by Marriott UPPER EAST SIDE
New York
12.2018 - 04.2021
- Company Overview: Highgate Hotels
- Direct the execution and operations for a 226-room international hotel brand property.
- Manage a team of eight direct reports, overseeing a staff of seventy (70) in Front Office, Housekeeping, Engineering, Loss Prevention, Business Center, and Market.
- Manage the budget, P&L analysis, and reporting to maximize financial and revenue performance.
- Quality assurance management for Marriott: internal standards and procedures to meet or exceed property goals.
- Achievement: Turned around the historical guest satisfaction score from red to green within six months.
Rooms Division Manager
The James Hotel – Soho
New York
01.2018 - 12.2018
- Company Overview: Highgate Hotels
- AAA 4 Diamond Award Winner 2015, 2016
- Managed eight direct reports and a team of seventy-five for a boutique downtown Soho hotel property
- Oversaw Front Office, Housekeeping, Engineering and In Room Dining
- Operational oversight for high-volume, high-revenue, three story rooftop garden, pool, and event space
- Management liaison for onsite venues, David Burke Kitchen, and the rooftop bar, Jimmy; execution of high-value, co-branded hospitality partnerships providing exclusive and seamless guest experiences
- Event management execution and coordination with the Sales Group as a high-value revenue stream
- Highgate Hotels
Director of Front Office
THE JAMES HOTEL - SOHO
New York
04.2015 - 01.2018
- Company Overview: Denihan Hospitality Group
- Managed the Front Office and In Room Dining with a staff of 50
- Led transition of management companies from Denihan to Highgate management post ownership change
- Directed efforts to achieve higher guest satisfaction scores via standards improvement
- Multiple interim director assignments for Housekeeping and Engineering above FO role
- Developed and implemented PM system for Housekeeping and Engineering
- Hotel lead with corporate office for negotiation and implementation of Opera
- Achievement: Exceeded upselling revenue target by $65,000
- Achievement: Decreased operating expenses by 20% in 2015
- Achievement: Big Apple Stars Awards: Finalist - Managerial Below General Manager 2015 & 2017
- Denihan Hospitality Group
Director of Front Office
Trump National Doral Miami
Doral
05.2012 - 07.2014
- AAA 4 Diamond Award Winner 2012, 2013, 2014
- Promoted and transferred
- Directed the front office for a 650-room luxury resort during a $250M major renovation project; primary operational liaison with construction company to minimize guest disruption
- Managed the end-of-the-end employment process including hiring and training process for seventy employees
- Directed financial analysis, forecasting, reporting for operating, labor, and budget expense
- Developed and implemented Standard Operating Procedures (SOPs) including staff retraining to raise performance to luxury brand standards
- Interdepartmental leader for Catering and Conference Services in executing event and group programs
- Oversaw and operated the hotel’s fleet including ten resort cars, five luxury vehicles and two passenger vans
- Implemented HotSOS work order system and the conversion to Opera PMS system
- Achievement: Increased guest satisfaction 171% during major renovation and construction
Director of Front Office
Trump Soho
New York
01.2011 - 05.2012
- A Forbes Travel Guide Four Star Award Winner 2012; AAA 5 Diamond Award Winner 2012
- Promoted and transferred to direct the daily operations for a 391 room/condominium hotel managing forty staff for Front Desk, Bell & Door, Concierge, and PBX
- Co-led the PMS conversion from Visual One to Opera
- Achievement: Implemented an upsell program that exceeded $800,000 in the first year
- Achievement: Exceeded Trump Card preferences enrollments (2011)
- Achievement: Opening Professional on Assignment: Trump Panama (2011), Trump National Doral (2012)
Director of Front Office
Trump International Hotel & Tower
New York
01.2008 - 01.2011
- A Forbes Travel Guide Five Star Award Winner 2009 – 2011; AAA 5 Diamond Award Winner 2010, 2011
- Promoted to manage the day-to-day operations of 176 room/158 residential condominium property managing forty staff for Front Desk, Bell & Door, and Concierge
- Oversaw the hotel operating budget including forecasting, costing schedule creation, and ADR maximization
- Measured hotel performance via average occupancy, guest history database, room inventory, employee supplies, branded programs, staffing, internal tracking grids, union staff issues, and guest requests
- Directed the development and reengineering of departmental guidelines, processes, and staffing formulas to streamline operations and lift quality standards to increase sales and improve net operating revenue
- Achievement: Exceeded projected guest satisfaction scores for three consecutive years (2008 – 2010)
- Achievement: Manager of the Year 2007
- Achievement: Opening Professional on Assignment: Trump Soho (2010)
Night Manager
Trump International Hotel & Tower
New York
09.2006 - 01.2008
- Managed all night operations, night auditing, service delivery and guest satisfaction for a 52-story property
- Assisted in the conversion project from CLS to Visual One Systems
Assistant Director of Housekeeping
Algonquin Hotel
New York
01.2005 - 09.2006
- Directed the day-to-day housekeeping operations for an iconic New York hotel with 181 rooms
- Managed a staff of forty including hiring, training, coaching, scheduling, and payroll
- Service quality management for rooms, banquet rooms and public areas of the hotel
Director of Housekeeping
Trump International Hotel & Tower
New York
05.2003 - 10.2004
- Managed the housekeeping facilities, establishing standards of service for a team of 60
- Hired, trained, and coached housekeeping staff including performance and salary review
- Assets, budget, and payroll management
- Assisted with the execution of $10M hotel renovation project
- Achievement: Achieved maximum guest satisfaction rating
Skills
- Budget management
- Revenue optimization
- Quality assurance
- Guest satisfaction
- Union compliance
- Experienced with Property Management Software
- Team leadership
Languages
Spanish
Professional
References
References available upon request.
Timeline
Director of Rooms
FREEHAND NEW YORK
08.2023 - Current
Director of Front Office
FREEHAND NEW YORK
05.2022 - 08.2023
Assistant General Manager
Related properties
10.2021 - 02.2022
Director of Rooms
Courtyard by Marriott UPPER EAST SIDE
12.2018 - 04.2021
Rooms Division Manager
The James Hotel – Soho
01.2018 - 12.2018
Director of Front Office
THE JAMES HOTEL - SOHO
04.2015 - 01.2018
Director of Front Office
Trump National Doral Miami
05.2012 - 07.2014
Director of Front Office
Trump Soho
01.2011 - 05.2012
Director of Front Office
Trump International Hotel & Tower
01.2008 - 01.2011
Night Manager
Trump International Hotel & Tower
09.2006 - 01.2008
Assistant Director of Housekeeping
Algonquin Hotel
01.2005 - 09.2006
Director of Housekeeping
Trump International Hotel & Tower
05.2003 - 10.2004
Similar Profiles
MIHAILO MILORADOVICMIHAILO MILORADOVIC
Director of Food & Beverage at Freehand New York (Generator & Freehand group)Director of Food & Beverage at Freehand New York (Generator & Freehand group)
Jack DempsterJack Dempster
Project Management Assistant at Freehand StudioProject Management Assistant at Freehand Studio
Prince OforiPrince Ofori
English Instructor at Freehand Education ComplexEnglish Instructor at Freehand Education Complex
Joseph RoszakJoseph Roszak
Senior Design Consultant at The Home DepotSenior Design Consultant at The Home Depot
Conall RyanConall Ryan
Senior Manager, Business Development and Partnerships at The Clios (Clio Awards)Senior Manager, Business Development and Partnerships at The Clios (Clio Awards)