Emily Ebanks
1404 Deodara, Cedar Park ,TX
Summary
Knowledgeable Operations Manager with over 16 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
18
18
years of professional experience
Work History
Senior Room Operations Manager
Sheraton Austin Georgetown Hotel & Conference Cntr
Georgetown , TX
06.2022 - Current
- Rooms Department Head, overseeing (4) managers and approximately 40 associates, including our dedicated housekeeping staff (housekeepers, housemen, public area attendants) and efficient front office (front desk agents, at-your-service agents, and runners).
- Led the rooms management team to ensure an operational plan aligned with our business strategy while maintaining a balanced scorecard.
- Proactively utilized social media and Guest Surveys to identify and analyze departmental operations challenges, demonstrating our unwavering commitment to customer feedback and continuous improvement.
- In 2022, increased key GSS metrics in 6 months, meeting all GSS goals. Intent to Recommend 3.3 pt increase, Cleanliness 3.49 pt increase, Elite Appreciation 3.4 pt increase
- Complete hotel forecast and utilize reports from the revenue manager and on-property systems.
- Led cross-functional teams in problem-solving activities related to process improvements.
- Managed staffing needs through recruitment, selection, onboarding and training, and disciplinary action as necessary.
- Provided leadership, insight, and mentoring to newly hired leaders to supply knowledge of various company programs.
- Performed cost analysis with the Director of Operations for various projects to determine budget requirements.
- Property BLT Champion, engage with leaders and associates to drive home the importance of BLT through using BeeKeeper, weekly updates, and monthly training at leadership meetings.
- Base Coach, responsible for timely execution of Base 1 & 2. Member of the Field Training Network. Assist HR Manager, ensuring compliance training is reported and completed.
- Property Admin, responsible for setting up new users and maintaining/training on updates. (Lightspeed, MARSHA, Empower, Sertifi, Hotsos)
Local Operations Manager
Vacasa
Cedar Park, TX
10.2021 - 02.2022
- Oversee a portfolio of 30+ homes in Austin, TX, and the surrounding area.
- Engaged in a productive partnership with sales executives, streamlining the onboarding of new units by coordinating photo shoots, and ensuring comprehensive listings at the optimal price point.
- Maintained a transparent and open line of communication with homeowners, fostering trust in our management approach that prioritizes the maintenance of their unit and the generation of strong revenue.
- Collaborated with a network of local vendors, housekeeping, handyman, and professional technicians to ensure the best service for our properties.
- Respond to escalated guest concerns by ensuring timely follow-up, in keeping with Vacasa standards and procedures.
- Meet and maintain Vacasa standards and metrics, such as NPS, standard unit appearance, and efficiency.
Room Operations Manager
Sheraton Austin Georgetown Hotel & Conference Cntr
Georgetown, TX
05.2021 - 10.2021
- As room department head, oversee all room operations (front office & housekeeping) within the hotel, reporting directly to the general manager.
- Team reporting to me consisted of (2) managers, (1) supervisor, and approximately 20 associates, consisting of housekeeping staff (housekeepers, houseman, public area attendants) and front office (front desk agents, at your service agents & runners).
- Primary responsibilities post-COVID: Project management, working with engineering to ensure our hotel meets new brand standards and financial accounting.
- Created a new onboarding training program that streamlined the onboarding of new associates post-COVID.
- Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed performance evaluations for staff members under direct supervision.
- Analyzed financial data related to room occupancy rates to maximize profits.
- Assisted with payroll functions such as timesheet entry, employee scheduling, and attendance tracking.
- Achieved a 95% on Brand Standard Quality Assurance Audit, 2021.
Front Office Manager
Sheraton Austin Georgetown Hotel & Conference Cntr
Georgetown , TX
04.2018 - 05.2021
- Front Office Department consists of (2) supervisors, front desk associates, Sheraton club lounge attendants, guest service runners, and hotel sundry shop.
- Led the hotel through the complex Starwood/Marriott integration, orchestrating a total hotel system shutdown and reboot within a challenging 24-hour window with no guest impact.
- Attend revenue strategy meetings to align the department with revenue management/sales to ensure we are maximizing revenue. This includes reporting any challenges to our revenue and sales leaders. Complete the hotel forecast and utilize reports from the revenue manager and property systems.
- In September 2020, I assisted with housekeeping leadership in the absence of the housekeeping director; during this time, I was responsible for the total room budget, including productivity and controllable spending.
- Assisted in implementing COVID-19 protocols to ensure safety of guests and associates
Marriott Hotels
(Chicago, IL & Detroit, MI)
10.2006 - 04.2018
- Senior Room Operations Manager
- Room Operations Manager
- Sales Manager
- Guest Service Manager
- At Your Service Supervisor
- Event Coordinator
- At Your Service Agent
Education
Bachelor of Arts - Music
Loras College
Dubuque, IA05-2006
Skills
- Forecasting and Scheduling
- Organizational Management
- Customer Service
- Maintenance Planning
- Process Improvement
- Logistics Oversight
- P&L Management
- Data Analysis
- Customer Retention
- Policies and procedures implementation
- Staff Training
- Problem-Solving
- Work flow planning
- Process Improvements
- Operations Management
- Project Management
- Maintaining Compliance
Projects
2022 - Present
Resort Pass Implementation and Training
Refrigerator Total Hotel Installation
eProspecting through Empower GXP
Roll out of Housekeeping Model
Sheraton Base Training, Initial implementation
Freedom Pay cut-over
A La Carte Service Implementation & Rollout
2021
ATLAS Enhanced training
Residential Amenity installation
2018 - 2019
Empower GXP: Training and Implementation, including Empower Reservations
SPG/Marriott Rewards: Led training on Loyalty changes
Change Crew: Big 4 Platform Integration
References
References available upon request.
Timeline
Senior Room Operations Manager
Sheraton Austin Georgetown Hotel & Conference Cntr
06.2022 - Current
Local Operations Manager
Vacasa
10.2021 - 02.2022
Room Operations Manager
Sheraton Austin Georgetown Hotel & Conference Cntr
05.2021 - 10.2021
Front Office Manager
Sheraton Austin Georgetown Hotel & Conference Cntr
04.2018 - 05.2021
Marriott Hotels
(Chicago, IL & Detroit, MI)
10.2006 - 04.2018
Bachelor of Arts - Music
Loras College
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