Hartwell Jones
Palm Springs,CA
Summary
Proven leader in hospitality management, adept at fostering team development and enhancing customer relations, significantly improved service quality at Hilton Grand Vacations Club. Skilled in strategic planning and operations management, consistently achieving financial objectives. Excels in staff training, with a knack for implementing innovative solutions to drive productivity and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Assistant Manager of In-House Marketing
Hilton Grand Vacations Club
05.2022 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Mentored my agents in their professional development by offering guidance/support in their assigned roles.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Created employee schedules to align coverage with forecasted demands.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Supervisor of In-House Marketing
Diamond Resort International
12.2021 - 05.2022
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
Lead Concierge Agent
Diamond Resort International
02.2020 - 12.2020
- Increased revenue from upselling activities by effectively promoting additional hotel offerings such as spa treatments or dining options tailored to each guest''s interests or requirements.
- Participated in ongoing training programs designed to improve hospitality skills and maintain up-to-date knowledge of industry trends and best practices.
- Mentored junior concierge team members, fostering a supportive work environment conducive to professional growth.
- Created customized itineraries tailored to guests'' preferences, ensuring memorable experiences during their stay.
- Booked qualified Members and Guest to come in and do action line tours or members to come in and get updated on changes and new opportunities with their current membership
Sr Manager of In-House Marketing
Wyndham Vacation Ownership
03.2017 - 01.2020
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Over saw 4 Sites as well as our OPC department
- Create material as well as manage our OPC events
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented and developed operational standards, policies and procedures.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Evaluated vendor offerings critically to select the most appropriate partners for delivering desired results at optimal costs.
- Evaluated hiring, firing, and promotions requests.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
In-House Supervisor
Wyndham Vacation Ownership
01.2016 - 03.2017
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Remained consistently top 3 in both tours and sales
Education
Bachelors of Communications - Mass Communications
California State University, Sacramento
Sacramento, CA05.2015
High School Diploma -
Helix Charter High School
San Diego, CA06.2009
Skills
- Customer Relations
- Team motivation
- Product and service knowledge
- Staff Training and Development
- Staff Supervision
- Staff Management
- Workload Management
- Employee Scheduling
- Operations Management
- Customer rapport
- Marketing knowledge
- Recruiting and interviewing
- Compliance understanding
- Strategic Planning
- Employee Performance Evaluations
- Cost Control
- Budgeting and finance
- Promotional planning
- Succession Planning
- Computer Skills
- Hiring and Training
- Customer Relationship Management
- Staff Training
- Team Development
- MS Office
- Documentation And Reporting
- Shift Scheduling
Timeline
Assistant Manager of In-House Marketing
Hilton Grand Vacations Club
05.2022 - Current
Supervisor of In-House Marketing
Diamond Resort International
12.2021 - 05.2022
Lead Concierge Agent
Diamond Resort International
02.2020 - 12.2020
Sr Manager of In-House Marketing
Wyndham Vacation Ownership
03.2017 - 01.2020
In-House Supervisor
Wyndham Vacation Ownership
01.2016 - 03.2017
Bachelors of Communications - Mass Communications
California State University, Sacramento
High School Diploma -
Helix Charter High School
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