Jerome Oliver Nelson II

Operational Management:Oversee Daily Operations: Manage all aspects of hotel operations, including front desk, housekeeping, food and beverage, and maintenance, to ensure smooth and efficient functioning.

Implement Best Practices: Introduce and enforce best practices and standard operating procedures to enhance operational efficiency and guest satisfaction.

Financial Performance:Manage Budget: Develop and manage the hotel’s budget, including monitoring expenses, controlling costs, and maximizing revenue.

Revenue Optimization: Implement strategies to increase occupancy rates, average daily rate (ADR), and revenue per available room (RevPAR).

Staff Leadership:Lead and Motivate Team: Supervise and support hotel staff, including recruiting, training, and evaluating employees.

Promote Team Development: Foster a positive work environment, encourage professional development, and address any staffing issues or performance concerns.

Guest Experience:Enhance Guest Satisfaction: Ensure that guest service standards are met or exceeded, addressing any guest complaints or issues promptly and professionally.
Monitor Guest Feedback: Review guest feedback and surveys to identify areas for improvement and implement corrective actions as needed.

Strategic Planning:Develop Action Plans: Create and execute action plans to address specific operational challenges or goals identified during the assignment.
Set Goals: Establish clear performance goals and objectives for the property and track progress toward achieving them.

Communication and Reporting:Provide Updates: Regularly update senior management on the hotel’s performance, key issues, and progress against objectives.

Prepare Reports: Generate and present reports on financial performance, operational metrics, and other relevant data.

Crisis Management:Handle Emergencies: Manage any emergency situations, including staffing crises, operational disruptions, or guest-related incidents, ensuring appropriate responses and resolutions.
Implement Contingency Plans: Develop and execute contingency plans to address potential risks or challenges.

Stakeholder Engagement:Collaborate with Owners: Work closely with hotel owners, corporate executives, and other stakeholders to align operational strategies with business objectives.

Build Relationships: Maintain positive relationships with local businesses, vendors, and community representatives.

Compliance and Standards:Ensure Compliance: Ensure that the hotel complies with all regulatory requirements, health and safety standards, and brand guidelines.

Maintain Standards: Uphold brand standards and quality expectations, ensuring consistency across all operational areas.

Project Management:Lead Initiatives: Manage or participate in special projects or initiatives as directed, such as renovations, rebranding efforts, or operational improvements.

• Handled cash accurately and prepared deposits.
• Motivated, trained, and disciplined employees to maximize performance.
• Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
• Increased customer satisfaction by addressing and resolving concerns in a timely manner.

• Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
• Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
• Managed daily operations for smooth functioning of the hotel, ensuring high-quality standards in all departments.
• Ensured compliance with industry regulations as well as health and safety guidelines within all aspects of hotel operations.
• Sales Strategy and Planning:Develop Sales Strategies: Create and execute comprehensive sales strategies to achieve revenue targets and market share growth.
  Market Analysis: Conduct market research and analysis to identify trends, opportunities, and competitive positioning.
  
• Team Management:Lead Sales Team: Supervise and motivate the sales team, including setting performance goals, conducting training, and providing coaching and support.
  Recruit and Develop Talent: Hire, train, and develop sales staff to ensure they are equipped to meet their targets and contribute to the team’s success.
  
• Client Relations:Build Relationships: Develop and maintain strong relationships with key clients, including corporate accounts, travel agencies, and event planners.
  Account Management: Oversee the management of major accounts, ensuring client satisfaction and addressing any issues or concerns.
  
• Revenue Management:Optimize Pricing: Collaborate with revenue management to set pricing strategies and promotions that maximize occupancy and revenue.
  Monitor Performance: Track and analyze sales performance, including revenue, bookings, and conversion rates, and adjust strategies as needed.
  
• Sales Execution:Lead Generation: Identify and pursue new business opportunities to expand the hotel’s client base and increase bookings.
  Sales Presentations: Prepare and deliver presentations to potential clients, showcasing the hotel’s amenities, services, and unique selling points.
  
• Marketing and Promotion:Coordinate Marketing Efforts: Work with the marketing team to develop and implement promotional campaigns and materials to support sales efforts.
  Participate in Trade Shows: Represent the hotel at industry trade shows, networking events, and other promotional activities.
  
• Reporting and Analysis:Prepare Reports: Generate regular sales reports, forecasts, and analyses to track progress against goals and identify areas for improvement.
  Budget Management: Develop and manage the sales department budget, ensuring efficient use of resources.
  
• Collaboration and Communication:Work with Other Departments: Coordinate with other hotel departments, such as operations, catering, and events, to ensure seamless service delivery and guest satisfaction.
  Communicate Effectively: Maintain open lines of communication with hotel management and other stakeholders to align sales strategies with overall business objectives.
  
• Customer Experience Enhancement:Ensure Quality: Ensure that sales efforts contribute to an exceptional guest experience and support the hotel’s reputation for high-quality service.
  
• Special Projects:Lead Initiatives: Manage or participate in special projects and initiatives that support the hotel’s strategic goals and enhance its market presence.
  

• Guest Service Management:Supervise Check-Ins and Check-Outs: Oversee the check-in and check-out processes to ensure efficiency and accuracy.
  Handle Guest Requests and Complaints: Address and resolve guest issues and requests promptly to maintain high levels of guest satisfaction.
  Provide Information: Assist guests with inquiries about hotel services, amenities, local attractions, and dining options.
  
• Team Management:Staff Supervision: Manage front desk staff, including receptionists, concierges, and bell staff. This includes scheduling shifts, conducting performance reviews, and providing training and support.
  Recruitment and Training: Hire new front office staff and provide initial and ongoing training to ensure they meet service standards.
  
• Operational Oversight:Monitor Front Desk Operations: Ensure that the front desk operates smoothly, including managing reservations, handling check-ins and check-outs, and ensuring proper documentation.
  Manage Reservations: Oversee the reservation system to ensure accurate bookings and effective room allocation.
  
• Financial Management:Handle Transactions: Supervise billing and payment processes, including cash handling and credit card transactions.
  Reconcile Accounts: Perform end-of-day reconciliations of financial transactions and prepare financial reports.
  
• Administrative Duties:Maintain Records: Ensure that all guest records and hotel documents are accurately maintained and updated.
  Report Issues: Communicate any operational or maintenance issues to the relevant departments and ensure they are resolved in a timely manner.
  
• Coordination with Other Departments:Collaborate with Housekeeping and Maintenance: Work closely with housekeeping and maintenance teams to address guest requests, ensure room readiness, and resolve any issues.
  Communicate with Sales and Marketing: Coordinate with the sales and marketing departments to understand promotional offers and special events that may impact front office operations.
  
• Customer Experience Enhancement:Implement Service Standards: Develop and enforce front office policies and procedures to enhance guest satisfaction and streamline operations.
  Conduct Guest Satisfaction Surveys: Monitor guest feedback and take proactive steps to address any areas for improvement.
  
• Emergency and Security Management:Handle Emergencies: Respond to emergency situations, including medical emergencies, security issues, and natural disasters, ensuring guest safety and coordinating with emergency services as needed.
  Monitor Security Systems: Oversee the operation of security systems and ensure that security protocols are followed.
  
• Reporting and Analysis:Prepare Reports: Generate regular reports on front office performance, occupancy rates, revenue, and guest feedback.
  Analyze Data: Analyze reports to identify trends, address issues, and make informed decisions to improve front office operations.
  
• Special Projects:Participate in Initiatives: Engage in special projects and initiatives to enhance guest services, improve operational efficiency, and support the hotel’s strategic goals.
  

Front Desk Operations:Greet and check in guests arriving during the night shift, ensuring a smooth and welcoming experience.
Handle guest check-outs, process payments, and provide receipts.
Address and resolve guest inquiries, complaints, and requests promptly and professionally.

Nightly Audits:Perform end-of-day accounting procedures, including reconciling daily financial transactions, balancing cash drawers, and verifying credit card transactions.
Generate and review financial reports, such as daily revenue, occupancy rates, and other key performance indicators.

Security and Safety:Monitor hotel security systems and ensure the safety of guests and staff.
Perform regular rounds of the hotel premises to check for any issues or security concerns.
Respond to emergency situations and coordinate with appropriate authorities as needed.

Administrative Tasks:Update and maintain accurate guest records and reservations.
Prepare and distribute reports to management, including occupancy reports and financial summaries.

Customer Service:Provide exceptional service to guests, including answering questions about the hotel and surrounding area, and assisting with special requests.
Ensure that guest needs are met and any issues are resolved effectively.

• Customer Interaction:Answer incoming calls and respond to customer inquiries in a timely and professional manner.
  Make outbound calls to follow up on customer inquiries, provide updates, or conduct surveys as needed.
  
• Issue Resolution:Resolve customer complaints and issues by identifying the root cause and providing effective solutions.
  Escalate complex issues to higher-level management when necessary.
  
• Information Management:Accurately record and update customer information in the call center database.
  Provide customers with accurate information about products, services, policies, and procedures.
  
• Communication:Maintain clear and effective communication with customers, colleagues, and supervisors.
  Communicate any issues or concerns to management promptly.
  
• Performance Metrics:Meet or exceed performance metrics such as call handling time, customer satisfaction, and resolution rates.
  Participate in training and coaching sessions to continuously improve skills and performance.
  
• Documentation:Document call details and customer interactions thoroughly and accurately.
  Ensure all follow-up actions are completed in a timely manner.
  
• Compliance:Adhere to company policies, procedures, and regulatory requirements.
  Maintain confidentiality and data protection standards.
  
• Team Collaboration:Work collaboratively with team members to achieve department goals.
  Provide feedback and support to colleagues as needed.
  
  

• Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
• Oversaw night auditing of daily room occupancy and hotel revenue.
• Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
• Kept accounts in balance and ran daily reports to verify totals.

Front Desk Operations:Greet and check in guests arriving during the night shift, ensuring a smooth and welcoming experience.
Handle guest check-outs, process payments, and provide receipts.
Address and resolve guest inquiries, complaints, and requests promptly and professionally.

Nightly Audits:Perform end-of-day accounting procedures, including reconciling daily financial transactions, balancing cash drawers, and verifying credit card transactions.
Generate and review financial reports, such as daily revenue, occupancy rates, and other key performance indicators.

Security and Safety:Monitor hotel security systems and ensure the safety of guests and staff.
Perform regular rounds of the hotel premises to check for any issues or security concerns.
Respond to emergency situations and coordinate with appropriate authorities as needed.

Administrative Tasks:Update and maintain accurate guest records and reservations.
Prepare and distribute reports to management, including occupancy reports and financial summaries.

Customer Service:Provide exceptional service to guests, including answering questions about the hotel and surrounding area, and assisting with special requests.
Ensure that guest needs are met and any issues are resolved effectively.

Collaboration:Communicate effectively with day shift staff to ensure a seamless transition and handover of responsibilities.
Work closely with other departments, such as housekeeping and maintenance, to address any issues or special requests.

Customer Service: Ensure a high level of customer satisfaction by addressing concerns, resolving issues, and maintaining a positive shopping experience.

Team Management: Supervise and train front-end staff, including cashiers and customer service representatives. This involves scheduling shifts, managing performance, and providing support.

Operational Efficiency: Monitor and manage front-end operations, including checkouts, customer service desks, and bagging areas. Ensure that all equipment is functioning properly and handle any issues that arise.

Cash Handling: Oversee cash management, including ensuring accurate cash handling and reconciliation, managing tills, and resolving discrepancies.

Compliance: Ensure that all front-end operations comply with company policies, procedures, and regulatory requirements. This includes health and safety standards and loss prevention measures.

Inventory Management: Monitor and manage inventory levels for front-end supplies, such as bags, register paper, and other necessary materials.

Reporting: Generate and analyze reports related to sales, customer feedback, and front-end performance to identify areas for improvement.

Customer Interaction: Assist customers with inquiries, complaints, and returns, and ensure that the checkout process is efficient and customer-friendly.

Overall, the role is focused on creating a positive and efficient checkout experience for customers while leading and managing the front-end team effectively.

• Unloaded, sorted and stocked merchandise according to store layout and product placement.
• Answered customer questions and provided detailed product information.
• Enhanced inventory management by effectively performing tasks such as accurate counting and proficiently restocking merchandise.
• Greeted and guided customers to desired products.