Jerome Hayes
Houston,TX
Summary
Adept in hotel operations management and proficient with property management systems like Opera, I spearheaded initiatives at Courtyard by Marriott that significantly enhanced guest satisfaction. My leadership not only improved operational efficiency but also fostered a team capable of delivering exceptional customer service, showcasing my motivational and persuasive skills.
Overview
6
6
years of professional experience
Work History
Front Office Supervisor
Courtyard by Marriott
Houston, TX
08.2023 - 10.2024
- Coordinated with room service, housekeeping, maintenance, and security to meet all guests' needs.
- I greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
- Oversaw front desk operations with an eye for hotel reputation, staff productivity, and operational efficiency.
- Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information, and guest concerns.
- Examined all invoices for accuracy before submitting them for payment processing.
- Performed miscellaneous job-related duties as assigned by management personnel .
- Created promotional materials such as flyers or brochures to attract more business opportunities for the hotel's front desk operations.
Task Force Director of Operations
PHM Management
05.2022 - 06.2023
- Develop and implement strategies to improve operational efficiency and profitability across multiple locations.
- Provide onsite support and guidance to hotel management teams in order to maximize hotel revenue and profitability.
- Serve as the key liaison between the hotel and the regional management team, providing regular updates on hotel performance, and collaborating on strategies to drive revenue and profitability.
- Oversee the selection, training, and development of hotel management teams to ensure high performance and operational excellence.
- Identify new market opportunities, and propose strategies to expand hotel operations and increase market share.
- Coordinated activities between different departments to ensure successful completion of projects.
- Monitored progress by establishing plans, budgets and measuring results.
Dual Branded Front Office Manager
SpringHill TownePlace Suites by Marriott
New Orleans, LA
01.2022 - 05.2022
- Implement and maintain effective strategies to optimize guest satisfaction and ensure a positive guest experience for both SpringHill and TownePlace Suites guests.
- Ensure effective communication between front office staff and other departments to optimize the guest experience.
- Collaborate with the sales team to identify opportunities for upselling and cross-selling, to increase revenue for both brands.
- Coordinate and lead regular meetings with executive leaders to discuss and address multi-faceted problems, and ensure timely project management within budget constraints.
- Implement initiatives to enhance the sustainability practices of SpringHill and TownePlace Suites, including reducing energy consumption, waste management, and promoting eco-friendly practices to attract environmentally conscious guests.
- Liaised with sales and marketing team to implement strategies that enhance guest experience and increase occupancy.
- Oversaw the coordination of VIP guest arrivals, ensuring personalized service and attention.
Task Force Front Office Manager
PHM Management
03.2021 - 12.2021
- Identified areas of improvement and inefficiency in front-office operations.
- Developed and implemented solutions to optimize workflows and enhance guest experiences.
- Conducted regular audits and inspections to ensure compliance with company policies and procedures.
- Collaborated with hotel management and other departments to develop and implement strategies to improve overall hotel operations.
- Analyzed guest feedback and implemented strategies to improve guest satisfaction and loyalty.
- Monitored and analyzed market trends and competition to identify opportunities to enhance guest experiences, and drive revenue growth.
- Analyzed customer feedback data to identify areas of improvement.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
Guest Services Representative/Night Audit Supervisor
Spring Hill Suites Warehouse Arts District
New Orleans, LA
09.2019 - 03.2020
- Generated daily reports to keep leadership informed about arrivals, departures, and overall occupancy.
- Implemented a comprehensive training program for all new guest services representatives and night auditors to ensure they are equipped with the necessary skills and knowledge to provide exceptional customer service, and perform their job duties effectively.
- Collaborated with the marketing team to develop and implement promotional campaigns to increase hotel occupancy rates during slower seasons.
- Coordinated with the maintenance department to ensure that all guest rooms and common areas are clean and well-maintained, to provide a positive experience for guests.
- Manage and resolve guest complaints and issues in a prompt and satisfactory manner.
- Maintained or repaired specialized equipment or machinery.
- Created detailed documentation of procedures related to customer service operations.
Housekeeping Supervisor
Stay Alfred
New Orleans, LA
04.2019 - 02.2020
- Develop innovative cleaning techniques to improve the efficiency and effectiveness of housekeeping operations.
- Conduct regular inspections of guest rooms and common areas to ensure cleanliness and adherence to company standards.
- Manage the inventory of cleaning supplies and equipment, ensuring an adequate supply is maintained at all times.
- Develop and maintain strong relationships with vendors and suppliers to secure competitive pricing and quality products for cleaning supplies and equipment.
- Assist in the hiring and onboarding process of new housekeeping staff, including conducting interviews, checking references, and providing training.
- Coached staff on strategies to enhance performance and improve customer relations.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Checked inventory for required supplies and made lists for needed cleaning products.
Guest Service Agent
Hilton St. Charles
New Orleans, LA
03.2019 - 10.2019
- Provide exceptional guest service to ensure positive and memorable experiences for all hotel guests.
- Develop and maintain positive relationships with repeat guests to enhance customer loyalty, and encourage return visits.
- Assist guests with check-in and check-out processes, including handling payments, and issuing room keys.
- Utilize excellent communication and problem-solving skills to resolve guest complaints, and ensure their satisfaction with our services.
- Coordinate with other hotel departments to ensure seamless guest experiences, including housekeeping, maintenance, and food and beverage services.
- Streamlined daily operations, including check-in and check-out processes, to increase efficiency, and satisfaction.
- Made sure that all safety regulations were followed at all times.
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
Education
High School Diploma -
L.W. Higgins High School
Marrero, LA05.2016
Skills
- Accounting and auditing
- Performance Analysis
- Microsoft Office
- Hotel Operations Management
- Customer Satisfaction
- Motivational Leadership
- Recruitment and retention
- Employee management
- Persuasion skills
- Administrative tasks
- Complaint handling
- Property management systems
- Issue handling
- Opera and College Advantage
- OnQ
- FOSSE and Lightspeed
Timeline
Front Office Supervisor
Courtyard by Marriott
08.2023 - 10.2024
Task Force Director of Operations
PHM Management
05.2022 - 06.2023
Dual Branded Front Office Manager
SpringHill TownePlace Suites by Marriott
01.2022 - 05.2022
Task Force Front Office Manager
PHM Management
03.2021 - 12.2021
Guest Services Representative/Night Audit Supervisor
Spring Hill Suites Warehouse Arts District
09.2019 - 03.2020
Housekeeping Supervisor
Stay Alfred
04.2019 - 02.2020
Guest Service Agent
Hilton St. Charles
03.2019 - 10.2019
High School Diploma -
L.W. Higgins High School