Faye Mbaye
Silver Spring,MD
Summary
Results-oriented hotel service professional skilled in delivering exceptional customer service and enhancing client satisfaction. Strong analytical and problem-solving abilities, with expertise in hotel sales, marketing, and accounting processes. Demonstrates effective leadership and communication in English, French, and Spanish. Experienced with multiple property management systems, including OPERA and MARSHA.
Overview
28
28
years of professional experience
Work History
Housekeeping Manager
Eaton Hotel
Washington, DC
01.2023 - Current
Front Office Manager
Eaton Hotel
Washington, DC
01.2019 - 01.2023
Housekeeping Manager
Westin Washington D.C City Center Hotel
Washington, D.C
06.2018 - 08.2019
- Managed daily operations of the housekeeping department, including coaching, counselling, and training staff, scheduling with LMS based on productivity, conducting guest room inspections and public areas to meet cleanliness standards, supporting team members as needed, setting up VIP and site visit rooms, and addressing guest complaints and special requests.
- Oversaw daily housekeeping operations and maintained high cleanliness standards.
- Managed and trained housekeeping staff to ensure compliance with hotel policies.
- Developed cleaning schedules to optimize workflow and resource allocation.
Front Office Manager
Westin Washington D.C City Center Hotel
Washington, D.C
01.2016 - 01.2018
Guest Service Manager
Westin Washington D.C City Center Hotel
Washington, D.C
01.2013 - 01.2016
- Oversee the daily operation of the hotel during the evening shift and act as the main contact for guests and other departments in the absence of a high level of management to ensure guests complaints and problems are handled in a courteous and empathetic manner, offering apology and providing timely follow up and appropriate compensation when necessary. Observe front desk associates to ensure the foundation of the welcome components are always completed, observe service express agents to ensure calls are answered on a timely basis and the proper greetings are used, messages, faxes are handled efficiently and quickly delivered to guests. Review master arrival report, check all VIP, Ambassadors, Platinum, Gold members and special request reservations to ensure they are pre-blocked and guest preferences are met, schedule amenities delivery in star guest, review high balance and guest ledger reports and resolve every issue on it, complete two service audits during the shift, check GEI and quickly respond to HOT alerts, close all CSFs, Ambassador requests, CCC requests, check on service express throughout the shift to ensure all defects/requests are closed in Star guest within 15 minutes and guests are made follow up calls, review all adjustments, paid outs and guest refunds, sign off on all front desk associate adjustments, cash out reports and checklist, write the MOD report at the end of the shift, train front desk staff including bellman, concierge and service express agents, assist in new hire and ongoing training.
- Managed daily operations of guest services team at luxury hotel.
- Coordinated guest check-in and check-out processes efficiently.
- Trained staff on customer service standards and hotel policies.
Front Desk Manager
Westin Washington DC Downtown Hotel
Washington, D.C
10.2010 - 05.2013
- Successfully manage front desk operations for 807 rooms AAA 3 Diamond Hotel property resolving guest issues while achieving overall guest satisfaction.
- Lead a team of 45 associates including front desk, delighted to serve agents, guest service aides, and valet parking attendants to deliver the highest level of hospitality ensuring associates were treated like peers and customers.
- Recommended and implemented innovative ideas in operations and guest services, actively recruited, hired, and interviewed for front desk positions, performed administrative tasks, and planned coverage based on business demand using LMS.
- Collaborated with departments to ensure guest and associate safety, resolved room discrepancies, inspected VIP rooms, and fulfilled special service requests.
Assistant Front Desk Manager
Westin Washington DC Downtown Hotel
Washington, D.C
06.2008 - 10.2010
Front Desk Supervisor
Westin Washington DC Downtown Hotel
Washington, D.C
05.2007 - 06.2008
Front Desk Supervisor
Hilton Double Tree Hotel
Washington, D.C
10.2004 - 05.2007
- Delivered exceptional customer service, facilitating efficient registration and billing while promptly resolving guest concerns.
- Managed front desk staff, scheduling daily tasks and overseeing shift work and cash handling to ensure smooth operations.
- Collaborated in creating and managing front office budgets to align with departmental goals.
Front Desk Supervisor
Marriot
07.2001 - 10.2004
- Recommended a new separate check-in desk for Marriott reward customers improving check-in process for Platinum, Gold and silver, increasing Marriott Elite member appreciation rating from 68.6% to 78% by year end.
- Successfully resolved customer complaints with expediency which resulted in high customer satisfaction scores and revenue growth increasing customer loyalty and responsiveness to guest needs.
- Facilitated guest check-in processes and resolved hotel bill adjustments to enhance customer satisfaction.
- Delivered exceptional hospitality to customers while generating daily departmental and management reports.
- Oversaw operations at Bethesda Pooks Hill Road location, ensuring smooth service delivery.
Sales Manager
Savana Pullman Hotel
05.1998 - 06.2001
- Enhanced profitable sales volumes in room nights, banquets, and social events through targeted sales strategy.
- Increased local market sales and positioned 250 hotel rooms as a distinctive gathering place for business and leisure in nation's capital.
- Provided strong leadership for the sales team through intensive coaching, training, and mentoring.
- Nurtured relationships with partner companies to elevate brand recognition, hotel ranking, and overall market presence.
- Managed hotel operations in Dakar, Senegal
Education
Bachelor of Arts - Business Marketing
University of Tangier
Tangier, MoroccoAccomplishments
- Marriott, Leadership Excellence Special Award Recipient, 10/01/10
- Developed and implemented front office GSS non-negotiable behaviors standards (standards of professional behavior that all associates should be upholding daily).
- Developed and implemented the associate service quality audit that holds associates accountable for any customer service failure and ensures that every guest interaction at check-in is a Perfect 10. This strategy has dramatically increased our arrival experience score by 8 spots (From 81.8 to 88.5 YTD) and improved our hotel brand ranking from 52 to 12 out of 82.
- Instrumental in the improvement of Elite Appreciate through the implementation of the Silver Scratch Program which increased the loyalty of our Silver Elite guest through a lottery scratch card presented at check-in. As a result, our GSS score in feeling appreciated as an elite member has increased 5 spots to 79%.
- Developed strategies that support associate engagement such as the Marriott Ownership Reward program which help create an inclusive team environment and in turn promote productivity.
Timeline
Housekeeping Manager
Eaton Hotel
01.2023 - Current
Front Office Manager
Eaton Hotel
01.2019 - 01.2023
Housekeeping Manager
Westin Washington D.C City Center Hotel
06.2018 - 08.2019
Front Office Manager
Westin Washington D.C City Center Hotel
01.2016 - 01.2018
Guest Service Manager
Westin Washington D.C City Center Hotel
01.2013 - 01.2016
Front Desk Manager
Westin Washington DC Downtown Hotel
10.2010 - 05.2013
Assistant Front Desk Manager
Westin Washington DC Downtown Hotel
06.2008 - 10.2010
Front Desk Supervisor
Westin Washington DC Downtown Hotel
05.2007 - 06.2008
Front Desk Supervisor
Hilton Double Tree Hotel
10.2004 - 05.2007
Front Desk Supervisor
Marriot
07.2001 - 10.2004
Sales Manager
Savana Pullman Hotel
05.1998 - 06.2001
Bachelor of Arts - Business Marketing
University of Tangier