Jayme Mokfienski
Mansfield
Summary
Accomplished and results-driven professional with proven track in leading high-performing teams and optimizing operations within hospitality settings. Skilled in driving operational efficiency via strategic planning, cost control, and staff development. Well-versed in managing large-scale renovations, implementing superior cleaning protocols, and aligning staff scheduling with budgetary needs. Proficient in enhancing guest satisfaction by analyzing feedback, streamlining processes, and enforcing strict inventory control, loss prevention, and safety measures. Demonstrated leadership in front office operations, improving guest experiences, and maintaining financial oversight through precise P&L analysis. Known for innovative solutions that streamline operations, maximize revenue, and elevate service standards while ensuring compliance with industry regulations and company policies.
Overview
13
13
years of professional experience
Work History
Assistant Director of Services
Sheraton Boston
Boston
09.2021 - Current
- Develop and implement staff schedules to assure thorough room cleaning coverage.
- Monitor renovation hours for budget assessments and productivity evaluations.
- Establish inventory control system to maintain guest amenity stock levels while adhering to budgetary constraints.
- Analyze department profit and loss statements and compile insights for monthly performance reviews.
- Contribute to Be Safe committee by collaborating with other departments to develop initiatives for workplace injury prevention.
- Realized cost savings of 0.09% for housekeeping department in 2024 by controlling controllable expenses.
- Achieved 2024 housekeeping department productivity budget targets by overseeing and optimizing daily operations.
- Generated additional $93,000 in linen funds for the housekeeping department by implementing efficient linen inventory management system.
- Increased team productivity and service delivery by spearheading the integration of the IVR/GXP system and creating training materials.
- Ensured timely completion and operational efficiency during renovation of 810 rooms and public spaces by overseeing housekeeping department.
- Attained 15% increase above Sheraton's cleanliness benchmark of 54.7 by conducting daily inspections of guest rooms, public areas, and employee spaces.
- Enhanced labor efficiency, minimized overtime hours, and maintained exceptional service standards by directing productivity optimization strategies.
- Elevated departmental service standards by designing and implementing comprehensive training programs, department checklists, and tracking systems for new managers and associates.
- Boosted Brand Standard Audit cleanliness scores from 89.6 (2024) to 90.9 and improved hotel scores from 75.9 to 88.1 by managing team of 150+ union associates and establishing rigorous housekeeping standards.
- Raised guest satisfaction and operational readiness by creating tracking file to monitor arrivals, departures, stayovers, DND numbers, and group bookings, enabling accurate staffing projections and proactive planning for recurring group events.
Director of Services
Aloft Boston Seaport District Hotel
Boston
05.2019 - 09.2021
- Executed inventory control, ordered supplies, processed payments, maintained transaction logs, and ensured cost management remained within budgetary constraints.
- Spearheaded safety and cleanliness initiatives to provide guidance and development opportunities for team members through targeted training programs and performance evaluations.
- Improved operational efficiency by introducing and integrating Interactive Voice Response (IVR) technology.
- Enhanced operational efficiency by updating and optimizing the daily tasks and responsibilities of room attendants, room attendant aides, lobby attendants, and supervisors.
- Successfully managed all ordering for Aloft Hotel, including F&B, front office, housekeeping, and engineering, while adhering to tight budget during COVID-19 pandemic.
- Achieved exceptional cleanliness standards while managing housekeeping operations, overseeing 40 staff members and 2 supervisors, and coordinating schedules, payroll, and room expenses.
- Successfully managed inventory, ordering, and payment processing across all departments during 2019 pandemic at Aloft Boston Seaport Hotel to assure smooth operations amidst challenging circumstances.
Rooms Operations Manager - Housekeeping
Boston Marriott Cambridge
Cambridge
10.2016 - 05.2019
- Oversaw all aspects of housekeeping operations, including staff scheduling, payroll management, and inventory oversight, while maintaining strict adherence to budget constraints.
- Led housekeeping operations to assure cleanliness, hygiene, and service standards exceed guest expectations in all assigned room areas.
- Boosted guest satisfaction scores by implementing the GXP guest experience program and empowering staff to create memorable moments.
- Achieved 9-point improvement in department leadership performance by directing comprehensive renovation of 435 hotel rooms while maintaining daily operations and guest satisfaction.
Front Desk Manager - Overnight
Boston Marriott Copley Place
Boston
05.2015 - 10.2016
- Managed front office, housekeeping, security, kitchen, and engineering teams to maintain seamless hotel operations.
- Directed overnight front office team, overseeing recruitment, training, and performance evaluations.
- Directed GuestVoice and Customer Care complaints with focus on prompt resolution and customer satisfaction.
- Administered payroll processes and maintained up-to-date attendance records.
- Administered all guest relations, associate concerns, and safety and security operations as Manager on Duty to ensure efficient resolution of issues and seamless property management.
- Achieved Shining Stars Award for second quarter of 2016 by leading overnight team to success.
- Maintained compliance and security by conducting monthly audits of PMS/MARSHA user access.
- Assured smooth and efficient hotel operations during overnight shift by supervising all departments.
- Implemented new processes and procedures for rooms control team at Irvine Marriott, following one-week training session conducted for front office staff.
Assistant Front Desk Manager
Boston Marriott Copley Place
Boston
04.2013 - 05.2015
- Managed operations of Front Desk and Rooms Control departments, overseeing staff recruitment, training, and performance evaluations.
- Served as Property Champion for Guest Services and Mobile App Point of Contact (POC).
- Acted as Property Champion for the Credit Card Tokenization initiative.
- Resolved customer complaints and managed conflict resolution through effective negotiation and problem-solving.
- Delivered continuous feedback to Front Desk hosts to ensure consistent delivery of exceptional service standards.
- Created incentive program designed to motivate hosts and enhance check-in experience.
- Surpassed 2014 enrollment goal by 26%.
- Increased Associate Engagement Survey scores by 18%, from 66% to 84%.
- Led Front Desk team to achieve Shining Star Award for first quarter of 2015.
- Boosted Marriott Enrollment sign-ups over past two years, contributing to growth in membership.
- Enhanced rooms control checklist by incorporating stronger emphasis on the arrival experience for Pre-Registration and Pre-Key groups.
- Increased guest satisfaction scores by standardizing compensation practices through creation and implementation of service recovery compensation chart that empowered front desk agents to manage guest issues.
Education
Bachelor of Science - Isenberg School of Management
University of Massachusetts-Amherst
Skills
- Housekeeping Operations Management
- Front Office Administration
- Unionized Workforce Leadership
- Budgeting & Cost Optimization
- Staff Scheduling & Labor Planning
- Guest Satisfaction & Service Recovery
- Renovation Project Oversight
- Inventory & Supply Chain Control
- Departmental Profit & Loss Analysis
- Brand Standards & Compliance
- Training & Performance Development
- Multi-Departmental Collaboration
- Complaint Resolution & Guest Relations
- Operational Workflow Optimization (IVR/GXP)
- Safety Protocols & Risk Mitigation
Languages
English
Portuguese
Portfolio
FEATURED
Weekly Critique File and Notes
Montly Expenses Report
Inventory Sheet
Checklists and Procedures
Customer Care Reply
Timeline
Assistant Director of Services
Sheraton Boston
09.2021 - Current
Director of Services
Aloft Boston Seaport District Hotel
05.2019 - 09.2021
Rooms Operations Manager - Housekeeping
Boston Marriott Cambridge
10.2016 - 05.2019
Front Desk Manager - Overnight
Boston Marriott Copley Place
05.2015 - 10.2016
Assistant Front Desk Manager
Boston Marriott Copley Place
04.2013 - 05.2015
Bachelor of Science - Isenberg School of Management
University of Massachusetts-Amherst