Emma Feakes

As Director of Operations for the AAA Four Diamond rated Jekyll Ocean Club resort, I oversee all operations to include Rooms, Housekeeping, F&B, Recreation and Retail for the luxury 40 suite oceanfront property and club floor.

• Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
• Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
• Drove revenue growth through the identification of new market opportunities and the expansion of existing products/services offerings.

• Oversaw daily operations of multiple departments to include Beach, Pool and Social Recreation departments, Food and Beverage to include 600 pool chairs and beach service, Engineering, Aquatics as well as Group Recreation Sales.
• Developed and implemented strategies between these departments to improve customer satisfaction which led to 20% increase in positive Medallia survey mentions.
• Analyzed data across variety of sources to identify trends and areas of opportunity which led to 54.9% increase in Beach Cabana rentals from 2022 to 2023 and 18.9% increase in Beach Net Revenue year over year.
• Provided leadership and a positive work environment while protecting the assets of the Restaurant and Resort which lead to 6 Manager of the Quarter Nominations and 1 Manager of 4th Quarter win.

• Managed busy and highly popular restaurant with professional, well-trained staff.
• Performed administrative tasks such as payroll processing and accounts receivable management.
• Emphasized customer-focused approach, delivering local neighborhood restaurant environment centered on building customer loyalty.
• Coordinated catering services for special events such as weddings or banquets.

• Managed day-to-day operations of In-Room Dining Department servicing 400+ rooms, private residences, Chefs Kitchen Dinners and Holiday Buffets up to 700 covers as well as an Amenity program with up to 300 daily deliveries.
• Communicated well and used strong interpersonal skills to establish positive relationships with Rooms, Culinary and Guest services to streamline communication and improve guest experience.
• Developed and implemented strategies to enhance team performance, improve processes and boost results.