Jestan Sands
Atlanta,GA
Summary
Polished luxury hotel manager offering excellent communication skills. Dynamic and personable senior leader with specialized skills in operational management, financial oversight, and customer service excellence. Excel in leadership, problem-solving, and communication, ensuring smooth hotel operations and guest satisfaction. Detail-oriented professional with bilingual abilities and is experience in both sales and marketing. Well-educated and self-assured with superior communication skills. Over 8 years as senior manager for five-star resorts and hotels.
Overview
18
18
years of professional experience
Work History
Director of Operations (Task Force)
TheWhit ( A Hilton Hotel)
Chicago, IL
08.2024 - Current
- Reviewed incident reports from guests or employees to determine corrective action plans when necessary.
- Provided guidance, training, coaching, and mentoring for staff members.
- Conducted regular meetings with department heads to review progress towards goals and objectives.
- Oversaw housekeeping operations including staffing levels, scheduling shifts, inspecting rooms for quality assurance.
- Developed and implemented strategies to increase guest satisfaction, revenue growth, and operational efficiency.
- Ensured efficient functioning of all departments within the hotel.
- Assisted front desk personnel during peak times of operation by resolving guest inquiries or complaints.
- Developed short-term and long-term plans for improving overall efficiency of the hotel's operations.
- Managed budgets, financial planning, forecasting, and cost control activities.
- Monitored daily operations of the hotel in order to ensure compliance with established policies and procedures.
- Collaborated with other departments to improve service delivery and customer experience.
- Created reports on daily operations performance metrics to senior management team.
General Manager
Homewood Suites Perimter
Georgia, Atlanta
12.2023 - 07.2024
- Executive Leader for a 114-room all-suite hotel, 1 meeting space.
- 30 staff hotel
- Recovered of 10K in missing funds from Rooms Revenue in 1 month
- Drove Average Occ from 67-95% in 3 months.
- Managed leadership takeover in month 2 and rehired staff for new management company
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget implementations, employee evaluations, and contract details
- Analyzed market trends and competitor activities to create competitive advantages, securing new contracts for LNR's in absence of DOS for 5 months.
- Monitored financial performance, set budgets, and controlled expenses to provide financial stability and long-term organizational growth.
- Implemented and directed new experience architect program to enhance guest experience and improve GSS scores 25% in one month.
Task Force Rooms Leader
Marriott Austin South
TX, Austin
11.2023 - 11.2023
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
- Prepared reports to assist business leaders with key decision making and strategic operational planning
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse
- Coached employees through day-to-day work and complex problems
- Oversaw hotel administrative processes, training staff and monitoring budgets for proper planning, compliance and organization
- Upheld high standards for customer service and led by example
- Trained new employees on standards and hotel procedures
- Oversaw front office operations of 600-room hotel as Front Office Manager and Hotel Manager on Duty
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates
- Trained Staff on PMS system and handled guest complaint and recovery while ensuring Brand Standard training
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone
- Used internal software to process reservations, check-ins and check-outs
- Collected room deposits, fees, and payments
- Oversaw fast-paced front desk operations and guests' needs at busy facility
- Monitored staff performance and provided feedback and guidance
- Liaised with housekeeping staff to verify service and maintenance of hotel standards
- Trained new staff members in customer service techniques and hotel operations
- Trained new Front Office Manager on systems and standards for Marriott Full Service Brand.
General Manager
Dormir The Escape Dba Club Candy ATL
Georgia, Atlanta
08.2020 - 04.2023
- Participate in the planning and execution of fundraising activities
- Managed team by providing leadership, direction and continued development opportunities
- Negotiate with suppliers or customers to improve supply chain efficiency or sustainability
- Direct, supervise, and coordinate work activities of subordinates and staff relating to employment, compensation, labor relations, and employee relations
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
- Hired, trained and retained high quality team members
- Analyze all aspects of corporate logistics to determine the most cost-effective or efficient means of transporting products or supplies
- Manage Store and marketing team of 5 persons as well as hire external marketing streams with campaign creation and sales targets as well as drive new streams of revenue for Club CandyATL store and event space
- Responsible for increased revenues year to date with 45% profit on budget in year 2019 and 35% increase in 2020, and 71% increase in 2022
- Evaluate data pertaining to costs to plan budgets.
Executive Asst. Manager Operations
SuperClub Breezes
Nassau
08.2013 - 12.2015
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals
- Managed daily operations while overseeing multiple locations to foster increased productivity
- Worked closely with organizational leadership and board of directors to guide operational strategy
- Increased OSAT Scores (GSS) by 25% and Trip Advisor scores from 3 to 4.5 starts in first quarter
- Developed front-office programs that boosted morale and encouraged team to deliver exceptional service and cost control
- Managed, rewarded, coached, counseled, disciplined and terminated employees based on performance
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel
- Oversaw Front Desk, Housekeeping, Laundry, Reservations, Concierge, operations with eye for hotel reputation, staff productivity, and operational efficiency
- Increased revenue by additional 50K per annum with new Laundry facility as well as directed GSS defects on housekeeping scores down from 8 to 2.
Director Operations
Ritz Carlton Hotels
Abaco
06.2010 - 07.2013
- Direct as Senior Leader: Rooms, Spa, F&B, Recreation, Equestrian programs for Ritz Carlton private member club
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Responsible for daily operations of the spa while driving revenue profitability of excess to $100K annually to projected budget
- Increased member-guests and employee engagement scores by 42% in 2011 and increased to 84% in year 2013
- Developed and managed the departmental budgets to ensure budget goals were met and superseded with critiqued for period end reporting to corporate
- Maintain Brand Standards in Ritz Carlton Residences in regard to pre-arrival and all Housekeeping standards
- Responsible for overall satisfaction score increase from 85% to 92% in 3 months and maintained average of 96% for Residences Cleanliness with attention to detail
- Overall Satisfaction with concierge scores improved from 50.7% to 71.5% from 2010 to 2012
- Only Destination Club to Achieve Mystique Compliance of 100% with Ritz Carlton Destination Club profiles in 2011
- Managed 3 restaurants (Breakfast, Lunch, Dinner) 300 occupancy
- Forecasted revenue payroll and maintained brand standards
- Improved Food Cost with overall leadership of departmental budget for back of house culinary team and front of house staff from 35% to a consistent 32-33% average in years 2011 and 2012
- Corporate Exposure in Task Force Training for all Rooms Division Summer 2012 with First Class Recognition from Ritz Carlton Company President Hurve Humler
- Direct all aspects of the Food and Beverage/Kids Camp/Retail Shop/Equestrian and Spa Program while driving revenue and overall profitability
- Responsible for overall increased revenues in Spa of over $100K annually to proposed budget with complete overhaul from private members spa to Ritz Carlton Brand compliant in regards to staff training and product/service availability
- Represent Property on Company monthly Spa and Recreation and Food and Beverage and Rooms calls with Corporate leaders present to ensure brands are compliant and supported and able to implement and share best practices
- Direct assisting to the Director of Operations in all daily operations of the club
- Experience Architect (Lifestyles Coordinator) responsible for the increase of activities on the property and the engagement of members/guests
- Managing Boating Department and private excursions in an effort to increase productivity and revenue
- Cut revenue losses in Bikes and Boats departments by 42% annually and merge to private referral with corporate standards meeting Ritz Carlton's for our members and guest saving property an average of $500K+ annually in loss of revenue
- Property Jonas expert (micros system) for programming and maintenance of property POS systems and menu designs/updates
- Property Manager/ Director F&B.
Resort Assistant Manager
Nygard Cay Beach Resort
Nassau
01.2008 - 01.2009
- Worked closely with organizational leadership and board of directors to guide operational strategy
- Managed daily operations while overseeing multiple locations to foster increased productivity
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals
- Decreased Beverage cost from 60% to 35% while implementing Accubar and controlling the inventory system
- Decreased Food Cost from
- Monitored office workflow and administrative processes to keep operations running smoothly
- Overall Luxury property management (Mega compound 50 guest accommodation private resort of Peter Nygard)
- Managed all aspect of personal stays for Mr
- Nygard and guests as well as Rental Resort Guest on 10 night minimum stay
- Create and implement Brand Standards for Nygard Cay Beach Resort and train team while managing with inspections and OSAT scores for consistency in service delivery
- Average of 9.5 score attained from GSS ratings for ALL Private Rentals achieved in 2008 and recognition from Owner
- Managed Housekeeping Team and all aspects of event planning and meal planning for guest from pre arrival to actual stay and post follow up stay reporting for resort guest
- Manage and create Lifestyle stays for exclusive resort guest
- Handle all aspects of Beach Living and Food and Beverage team
- Directed and managed all conference and catering requests for private rentals and guest of the Resort
- Implementation of Housekeeping standards and processes Created GO GREEN Housekeeping Program for Nygard Cay Resort
- Direct all aspects of management including Rooms and F&B
- Host meetings to wrap up rental experience and manage through improving on any mistakes made by creative management and training staff on guest relations and customer care
- Managed all local Public Relations/Marketing for Nygård Cay Beach Resort
- (NCBR).
Resort Assistant Manager
Four Seasons Resorts
Exuma
06.2006 - 06.2008
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Reviewed sales and gross profit report to assess company efficiency
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
- Ensure events were managed and ran with Brand standards and guest satisfaction
- Manage all Front Office Housekeeping, Beach and Kids Club staff and ensure daily programs were executed and promoted to in house guest
- Extensive Training in Housekeeping with Attention to Brand Standards and Overall Detail to Superior Cleanliness
- Managed Housekeeping Staff of 80 + attendants and 8 Supervisors with 2 Assistant Managers
- Forecasted revenue and assist with new streams of revenue adding an additional $60K in Rooms revenue annually
- Directed all aspects of arrival and entire guest stay for premier Royal Villa guest with average of 7 night stay and 5 bedroom guest suite
- Manage payroll and maintained brand standards for Rooms Division in absence of departmental managers
- Night Manager Weekly Relief including overall management of hotel at night shift with responsibility for night Audit and verification of food and beverage and rooms audit
- Supported the hotel executives in planning implementing and evaluating the quality of products and services given to internal and external customers
- Lead managed and directed the rooms' division operations including front office, housekeeping, laundry, guest services, valet/garage, Spa and Salon and Kids Camp.
Education
Biological Sciences -
Oakwood University
Huntsville, Al05.2001
Skills
- Customer service
- Computer literacy
- Restaurant experience
- Time management
- Communication skills
- Food service
- Guest services
- Bilingual
- Leadership
- Capital Spending
- Process Improvements
- Operations Oversight
- Risk Mitigation
- Leadership training
- Financial controls implementation
- Quality Assurance
- Performance Analysis
- Business Forecasting
- KPI Tracking
- Hospitality Management
- Food and Beverage Operations
- Property Management Systems
- Guest Relations Management
- Regulatory Compliance
- Revenue optimization
Languages
- English
- Spanish
Timeline
Director of Operations (Task Force)
TheWhit ( A Hilton Hotel)
08.2024 - Current
General Manager
Homewood Suites Perimter
12.2023 - 07.2024
Task Force Rooms Leader
Marriott Austin South
11.2023 - 11.2023
General Manager
Dormir The Escape Dba Club Candy ATL
08.2020 - 04.2023
Executive Asst. Manager Operations
SuperClub Breezes
08.2013 - 12.2015
Director Operations
Ritz Carlton Hotels
06.2010 - 07.2013
Resort Assistant Manager
Nygard Cay Beach Resort
01.2008 - 01.2009
Resort Assistant Manager
Four Seasons Resorts
06.2006 - 06.2008
Biological Sciences -
Oakwood University