Summary
Overview
Work History
Skills
Certification
References
Timeline
Generic

Jo-Nathan Gross

Detroit,MI

Summary

With a proven track record in hotel management, I excel in executive leadership and property management systems, enhancing operational efficiency and guest satisfaction. Spearheaded initiatives that secured a 71% profit margin and significantly improved service scores by 20%. Expert in fostering team development and implementing cost-saving strategies.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Director of Hotel Operations

DAXTON HOTEL
Birmingham, USA
12.2023 - Current
  • Assisted front desk personnel during peak times of operation by resolving guest inquiries or complaints.
  • Reviewed incident reports from guests or employees to determine corrective action plans when necessary.
  • Directed operations team overseeing guest services, housekeeping, uniform distribution, engineering and loss prevention departments.
  • Reduced the year-over-year cost per occupied room by $28.00.
  • Manage the hotel’s chargebacks.
  • Exceeded budget expectations by securing a 71% profit margin within the Rooms Division.
  • Oversaw operations of the key control, surveillance and first responder unit.
  • Collaborated with City of Birmingham to coordinate quarterly active shooter and building evacuation training.
  • Assisted guests at check-in, providing information on various services within hotel.
  • Conducted regular meetings with department heads to review progress towards goals and objectives.
  • Developed and implemented strategies to increase guest satisfaction, revenue growth, and operational efficiency.
  • Analyzed customer feedback to identify areas for improvement in services offered.

Director of Rooms

DAXTON HOTEL
Birmingham, USA
02.2023 - 12.2023
  • Created a deep cleaning program with the housekeeping and engineering departments
  • Manage the hotel's chargebacks
  • Regularly exceeded budget expectations by sustaining a high profit margin.
  • Conducted facility inspections collaboratively with Chief Engineer and General Manager to determine action items.
  • Directed staff training and development activities, including orientation, guest service skills, safety, proper cleaning procedures and team building exercises.
  • Developed and implemented strategies to maximize occupancy and revenue for the Rooms Division.
  • Established performance standards for all divisions within the Rooms Department; evaluated staff performance against these standards.
  • Responded to and resolved guest issues or complaints.

Director of Housekeeping

DAXTON HOTEL
Birmingham, USA
09.2021 - 02.2023
  • Managed housekeeping's daily operations with a staff of 30 individuals
  • Created new standard operating procedures for housekeepers, house persons and lobby attendant
  • Created departmental targets and objectives such as work schedules, policies, and procedures
  • Managed department's purchasing, invoicing, and payroll aligned with budget and forecasted occupancy levels.
  • Supervised and supported housekeeping staff to maximize quality of service and performance.
  • Exceeded budget expectations by focusing of labor cost and expenses
  • Conducted regular inspections of guest rooms and public areas to ensure compliance with established quality assurance standards.
  • Collaborated with front desk to respond promptly to guest requests and promote positive experience.

Director of Housekeeping

MARRIOT EAGLE CREST
Ypsilanti, USA
02.2021 - 09.2021
  • Managed housekeeping's daily operations with a staff of twenty-five individuals
  • Formulated detailed SOPs ensuring efficient operations in housekeeping.
  • Established departmental goals, planning work schedules to enhance productivity.
  • Boosted and consistently upheld guest service scores by 20%, surpassing brand benchmarks.
  • Enhanced department profitability by increasing it from 62% to 71%.
  • Mentored supervisory staff, leading to promotion to Housekeeping Manager.

Housekeeping Manager

SHINOLA HOTEL
Detroit, USA
10.2018 - 02.2021
  • Directed operations for housekeeping team consisting of thirty staff members.
  • Implemented updated guidelines for housekeepers, house persons, and minibar attendants.
  • Developed work schedules, policies, and procedures.
  • Refined procedures for the minibar, including updated inventory and expenditure monitoring.
  • Directed the completion of post-construction cleaning and arrangement of guest rooms across entire hotel.
  • Consistently cut labor expenses through effective staff training on time management.
  • Facilitated avenues for seamless interdepartmental collaboration, leading to a smooth hotel opening.
  • Collaborated with construction teams to ensure inventory accuracy for guest room supplies.
  • Secured contracts with laundry and minibar food distributors.

Housekeeping Assistant Manager

MGM GRAND DETROIT
Detroit, USA
12.2013 - 10.2018
  • Allocated responsibilities to housekeepers and reviewed performance for adherence to standards.
  • Monitored and organized supplies for availability.
  • Created updated SOP for supervisors and housekeepers.
  • Coordinated departmental timetables to optimize productivity.
  • Contributed to maintaining financial goals for the department.
  • Adhered to daily cleaning schedules and updated as needed based on demand.
  • Maintained and organized cleaning supplies stock.
  • Communicated with maintenance team on damages to repair.

Bell Captain

MGM GRAND DETROIT
Detroit, USA
12.2010 - 12.2013
  • Managed the bell staff by setting work schedules, assigning duties, and supervising their day-to-day work
  • Interviewed and assisted with hiring new bell staff and training them according to the specifics of the job
  • Worked with the sale managers to meet specific goals for in house groups
  • Attended weekly meetings with the sale department to determine goals necessary to satisfy all incoming guests
  • Helped create a new standard operating procedure for the department

Skills

  • Property Management Systems
  • Opera
  • Springer Miller
  • HMS / Infor Property Management Systems
  • OnQ by Hilton
  • First Aid Certified
  • Hotel chargebacks
  • Elavon Payment Processing
  • Microsoft Suite
  • Inventory control
  • Executive Leadership

Certification

  • First Aid
  • Active Shooter
  • TIPs

References

References available upon request.

Timeline

Director of Hotel Operations

DAXTON HOTEL
12.2023 - Current

Director of Rooms

DAXTON HOTEL
02.2023 - 12.2023

Director of Housekeeping

DAXTON HOTEL
09.2021 - 02.2023

Director of Housekeeping

MARRIOT EAGLE CREST
02.2021 - 09.2021

Housekeeping Manager

SHINOLA HOTEL
10.2018 - 02.2021

Housekeeping Assistant Manager

MGM GRAND DETROIT
12.2013 - 10.2018

Bell Captain

MGM GRAND DETROIT
12.2010 - 12.2013
  • First Aid
  • Active Shooter
  • TIPs

Similar Profiles

CREATE PROFILE
Jo-Nathan Gross