Jamal Brooks
Daly City,USA
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Operations Manager
Courtyard by Marriott
02.2025 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
Front Office Manager
Hilton
09.2023 - 12.2024
- Manage the reservation function to maximize highest room occupancy and average daily rate through knowledge of various hotel and systems marketing programs
- Maintain procedures for security of moneys, guest security and emergency procedures
- Manage in compliance with local, state, and federal laws and regulations
- Responsible for the training, development, and performance evaluations for employees under supervision
- Ensure corrective action is taken to resolve guest complaints
- Maintain procedures for hotel accounting, credit control and handling of financial transactions
- Responsible for development of the department’s annual budget; monitor and report variances against plan; keep track of labor costs and related expenses
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
Operations Manager
DoubleTree by Hilton
03.2023 - 09.2023
- Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping, F&B) and managing staff.
- Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
- Monitors compliance with standards and procedures. Leads specific team while assisting with meeting or exceeding property goals.
- Performs hourly job functions as needed.
- Performs other duties, as assigned, to meet business needs.
- Provides excellent customer service by being readily available/approachable for all guests.
- Strives to continually improve guest and employee satisfaction.
- Takes proactive approaches when dealing with guest concerns.
Front Office Manager
Zetta Hotel
09.2022 - 03.2023
- Review work procedures and operational problems, reduce personnel problems, hire new staff, train, and evaluate employee performance
- Maintain and create complete knowledge of all front office department policies/service procedures
- Create and execute innovative front office strategies that will drive hotel to exceed guest satisfaction and revenues
- Prepared and update weekly Front Office schedules and prepare time cards for payroll processing
- Act as MOD supporting all operations departments to ensure that all complaints regarding services and/or accommodations are investigated and resolved
- Implemented mentor program to improve line level of communication and motivation to increase customer overall guest satisfaction
Front Office Manager
Hilton Garden Inn
01.2018 - 09.2022
- Supervise a staff of 12 Front Desk Agents and Night Audits, ensuring their full adherence to providing excellent customer service
- Support the GM to resolve any guest issues related with the hotel and act as a Director of Rooms assisting the housekeeping department with open and closing
- Initiated an upgrade incentive program for Front Desk Team Members resulting in a 20% increase in upgrade revenue through the year
- Prepared and update weekly Union Front Office schedules
- Constantly achieved budgeted financial goals while maintaining consistent service standards
- Implemented mentor program to improve line level of communication and motivation to increase customer overall guest satisfaction
Front Office Manager
Hampton Inn by Hilton
08.2016 - 01.2018
- Manage the reservation function to maximize highest room occupancy and average daily rate through knowledge of various hotel and systems marketing programs
- Maintain procedures for security of moneys, guest security and emergency procedures
- Manage in compliance with local, state, and federal laws and regulations
- Responsible for the training, development, and performance evaluations for employees under supervision
- Ensure corrective action is taken to resolve guest complaints
- Maintain procedures for hotel accounting, credit control and handling of financial transactions
- Responsible for development of the department’s annual budget; monitor and report variances against plan; keep track of labor costs and related expenses
Education
General -
Skyline Community College
San Bruno, CA01.1990
Skills
- Budgeting
- Customer service
- 20 years experience in a management position, with 14 years in hotel / hospitality for a market leading brand
- Excellent leader with a hands-on approach and communication skills which motivates the team to perform at their best
- Inventory control
- Experienced in operations
- Flexible-proven ability to adapt to changes based on business needs
- Purchasing
- Strong leadership skills, including development, mentoring and training superior experience with the team
- Excel in relationship management both internally with stakeholders and externally customer facing
- Excellent communication skills and strong leadership skills managing team
- Hotel management
- Hospitality management
- Night audit
- Hospitality
- Hotel experience
- Front desk
- Phone etiquette
- Guest services
- Guest relations
- Multi-line phone systems
- Supervising experience
- Leadership
- Budgeting
- Office management
- Payroll
- Customer service
- Training & development
- Accounting
- Mentoring
- Security
- Compliance management
- Profit & loss
- Relationship management
- Retail sales
- Communication skills
- Store management
- Problem-solving
- Team leadership
- Operations management
Certification
- A1100710 May 2019 to June 2024
- Driver's License
- First Aid Certification
- CPR Certification
Timeline
Operations Manager
Courtyard by Marriott
02.2025 - Current
Front Office Manager
Hilton
09.2023 - 12.2024
Operations Manager
DoubleTree by Hilton
03.2023 - 09.2023
Front Office Manager
Zetta Hotel
09.2022 - 03.2023
Front Office Manager
Hilton Garden Inn
01.2018 - 09.2022
Front Office Manager
Hampton Inn by Hilton
08.2016 - 01.2018
General -
Skyline Community College
Awards
Manager of the Quarter 2018, 2019, Manager of the Quarter 2018, Manager of the Quarter 2019, Manager of the Year 2019
Manager of the Quarter 2018, 2019, Manager of the Year 2019
Excellent communication skills and strong leadership skills managing team
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