Fantasia Higgins
Arlington,TX
Summary
Highly-qualified General Manager successful at taking on routine and complex business challenges with a resourceful and creative approach. Recognized as a driven, dedicated and hard working leader with a history of streamlining operations and increasing efficiency.
Overview
12
12
years of professional experience
Work History
Task Force General Manager
Quorum Hotels and Resorts
Vancouver, WA
04.2024 - 05.2024
- Monitored budgets and expenditures associated with task force initiatives, ensuring fiscal responsibility was maintained at all times.
- Facilitated communication between different teams working on individual tasks within a given project.
- Conducted regular meetings with staff and stakeholders to review progress on tasks and objectives.
- Maintained accurate records of all tasks completed by the task force as well as any issues encountered along the way.
- Managed a team of 30+ staff members, providing guidance and support as needed.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Implemented successful business strategies to increase revenue and target new markets.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Forecasted customer demand to set prices or credit terms for goods or services.
Task Force General Manager
Quorum Hotels and Resorts-Aloft San Antonio Airpor
San Antonio, TX
01.2024 - 03.2024
- Collaborated with other departments within the organization to coordinate efforts related to task forces assignments.
- Implemented quality control measures throughout the life cycle of a project in order to ensure best practices were followed.
- Resolved conflicts between staff members or stakeholders that arose during the course of a project.
- Communicated regularly with senior management regarding progress on tasks assigned by the Task Force General Manager.
- Developed reports summarizing accomplishments achieved by the Task Force over time.
- Managed a team of 30+ staff members, providing guidance and support as needed.
- Monitored budgets and expenditures associated with task force initiatives, ensuring fiscal responsibility was maintained at all times.
- Provided training opportunities for staff members in order to improve their effectiveness in completing tasks assigned by the Task Force General Manager.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Task Force General Manager
Quorum Hotels and Resorts-Aloft Las Colinas
Las Colinas, TX
11.2023 - 12.2023
- Collaborated with other departments within the organization to coordinate efforts related to task forces assignments.
- Resolved conflicts between staff members or stakeholders that arose during the course of a project.
- Maintained accurate records of all tasks completed by the task force as well as any issues encountered along the way.
- Developed reports summarizing accomplishments achieved by the Task Force over time.
- Facilitated communication between different teams working on individual tasks within a given project.
- Managed a team of 30+ staff members, providing guidance and support as needed.
- Conducted regular meetings with staff and stakeholders to review progress on tasks and objectives.
- Identified areas for improvement in task force operations and developed plans for addressing them.
- Monitored budgets and expenditures associated with task force initiatives, ensuring fiscal responsibility was maintained at all times.
General Manager
Aloft Hotel
Coppell, TX
08.2022 - 08.2023
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Designed sales and service strategies to improve revenue and retention.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Created schedules and monitored payroll to remain within budget.
- Led employee evaluations with constructive feedback to boost performance.
- Administered employee discipline through verbal and written warnings.
- Supervised employees through planning, assignments and direction.
- Trained employees on duties, policies and procedures.
- Guided management and supervisory staff to promote smooth operations.
Assistant General Manager
Aloft Euless
Euless, TX
03.2021 - 07.2022
- Placed new inventory orders and oversaw correct restocking procedures to maintain operational output.
- Supervised critical tasks, including keeping cost in line, employee reviews, training and scheduling for projects.
- Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules.
- Motivated and led team members to work together to achieve targets.
- Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
- Identified customer needs and delivered relevant product solutions and promotions.
- Managed and mentored staff to carry out operational directives with high productivity and accuracy.
- Controlled business inventory to keep numbers beneath targets through expert oversight and usage monitoring.
- Oversaw efforts to update computer systems with pricing and specials for optimal recordkeeping.
Assistant General Manager
Courtyard Marriott Bedford, Tx
Bedford, TX
12.2019 - 03.2021
- Developed and oversaw strategies for improving operational efficiency and accuracy.
- Cultivated and strengthened relationships with customers, vendors and internal stakeholders.
- Trained, mentored and motivated employees to maximize team productivity.
- Motivated employees to share ideas and feedback.
- Accurately managed shipment processing, providing direction to associates and overseeing inventory activities.
- Conducted associate focus groups to gather personnel feedback, address concerns and establish rapport across team members and leadership.
- Served as point of contact for customers and staff on subjects including billing and concerns by applying customer service and interpersonal skills.
- Developed employee handbook, detailed job descriptions and workflow plans to formalize operational systems and procedures.
Front Desk Supervisor
Towneplace Marriott TCU
Fort Worth, TX
08.2018 - 03.2020
- Set guest and group reservations and processed check-ins and check-outs.
- Responded to inquiries and room requests made online, by phone or email.
- Computed guest billings and posted charges to room accounts.
- Managed customer complaints and rectified issues to complete satisfaction.
- Monitored reservations to track incoming parties and special events.
- Arranged special accommodations for guests to maintain optimal satisfaction
- Managed guest check-in and check-out procedures, reservations and payments.
- Greeted, registered and assigned guests to rooms.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
- Secured guest valuables in main safe or individual boxes.
- Managed all front desk operations for busy high-volume hotel.
- Handled payment processing duties and provided customers with receipts and proper bills and change.
- Posted room charges such as food, liquor and telephone calls based on individual customer actions.
- Coordinated with housekeeping, maintenance and other property teams to handle every guest needs with professionalism and speed.
- Answered the phone and emails to make reservations and take guest information.
- Drove loyalty by encouraging guests to sign up for rewards programs and return to brand for future accommodation needs.
- Trained newly hired employees on front desk procedures and business operations.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Set and optimized employee schedules to secure proper coverage for all shifts.
Operations Manager/Food and Beverage Supervisor
Courtyard Marriott/Bedford
Bedford, TX
03.2017 - 12.2019
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Collaborated with server trainees to promptly resolve potential customer concerns.
- Guided trainees to boost safety and inventory waste management to meet pre-established business thresholds for operation.
- Followed proper food receiving, storage and preparation techniques to maintain ingredient and dish quality.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Front Desk Associate
Towneplace Suites Marriott
Monroe, LA
11.2012 - 01.2016
- Greeted, registered and assigned guests to rooms.
- Verified and collected client payments.
- Set guest and group reservations and processed check-ins and check-outs.
- Drove loyalty by encouraging guests to sign up for rewards programs and return to brand for future accommodation needs.
Postal Carrier
Delhi Post Office
Delhi, LA
07.2014 - 12.2016
- Delivered mail along prescribed route and retrieved additional mail from relay boxes.
- Separated mail to be transported to relay boxes along route for subsequent delivery.
- Observed road rules, weather and road conditions and other factors to maintain safe driving record.
- Delivered various types of mail on routes according to strict timelines.
- Effectively controlled the release of proprietary and confidential information for general client lists.
Education
Associate of Science - Biological And Physical Sciences
Louisiana Delta Community College
Monroe, LA12.2013
Skills
- Customer service excellence
- Staff supervision
- Customer relationship management
- Leadership
- Conflict management
- Listening skills
- Proficient in MS Office
- Effective team player
- Training and development skill
- Supervision and training
- Staff training
- Client relations
- Employee scheduling
- Customer experiences
- Top talent recruiting, hiring and retention
Accomplishments
- Leadership - Served as key contributing member to implement new B&F breakfast and dinner program as part of the pilot program
- Consistently maintained high customer satisfaction ratings.
- Led team to achieve passing of 2021 QA with high marks, earning recognition from upper management.
Marriott App/Software
- Lightspeed
- Galaxy
- GXP
- Fosse
- Marsha
- MGS
- Hotel Connections
- Travelliance
- QA
- Mobile Key
Additional Information
- Proficient in Inn-Flow: Hotel Management Software and ADP
- EMC (Micros)
- M3
- Safelok
- Proficiency in Fosse-Rooms Management
Timeline
Task Force General Manager
Quorum Hotels and Resorts
04.2024 - 05.2024
Task Force General Manager
Quorum Hotels and Resorts-Aloft San Antonio Airpor
01.2024 - 03.2024
Task Force General Manager
Quorum Hotels and Resorts-Aloft Las Colinas
11.2023 - 12.2023
General Manager
Aloft Hotel
08.2022 - 08.2023
Assistant General Manager
Aloft Euless
03.2021 - 07.2022
Assistant General Manager
Courtyard Marriott Bedford, Tx
12.2019 - 03.2021
Front Desk Supervisor
Towneplace Marriott TCU
08.2018 - 03.2020
Operations Manager/Food and Beverage Supervisor
Courtyard Marriott/Bedford
03.2017 - 12.2019
Postal Carrier
Delhi Post Office
07.2014 - 12.2016
Front Desk Associate
Towneplace Suites Marriott
11.2012 - 01.2016
Associate of Science - Biological And Physical Sciences
Louisiana Delta Community College