Summary
Overview
Work History
Education
Skills
Timeline
AccountManager
Jerome Hayes

Jerome Hayes

New Orleans,LA

Summary

Seasoned Task Force Manager with 5 years of experience in the industry. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

6
6
years of professional experience

Work History

Task Force Manager

PHM Management
07.2021 - 02.2023

Director of Operations

Hilton Garden Inn Ft. Lauderdale Airport Cruise Po
09.2022 - 01.2023
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
  • Defined, implemented and revised operational policies and guidelines.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
  • Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Provided exceptional customer service to customers, increasing customer loyalty Number%.
  • Developed and launched loss-prevention program, reducing theft Number%.
  • Streamlined Type operations and budgeted effectively to decrease spending Number%.

Director of Rooms

Hyatt Regency Suites Atlanta Northwest
07.2022 - 09.2022
  • Provided training and oversight for large temporary workforce, implementing standardized professional development opportunities and thoughtful leadership protocol to maximize productivity and employee satisfaction.
  • Oversaw hotel administrative processes, training staff and monitoring budgets for proper planning, compliance and organization.
  • Issued supplies and equipment to employees, regularly checking inventories to meet demand and support successful operations.
  • Devised new sales and business strategies to maximize revenues and profitability, suggesting to management and implementing accordingly.
  • Processed vendor invoices, completed bank deposits and prepared for audits, maintaining site-specific compliance with financial regulations.

Front Office Manager

Hyatt House Seattle/Downtown
05.2022 - 07.2022
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • 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.
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.
  • Utilized client and staff feedback to maintain customer partnerships and increase revenue.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Performed billing, collection and reporting functions for office generating over $Number annually.
  • Mentored office employees on proper administrative procedures and how to use programs such as Software, keeping operations consistent and efficient for maximum performance.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Trained team members on new hotel services and products to support promotional efforts.

Operations Manager

SpringHill & TownePlace Suites New Orleans Downtow
01.2022 - 05.2022
  • Delivered guest vehicles smoothly and met diverse needs of valet customers.
  • Helped guests unload and load luggage.
  • Answered guest's questions about property amenities and services.
  • Completed claim check, vehicle damage and billing dispute forms.
  • Maintained current listing of local and area attractions special events and activities to give guests updated information.
  • Arranged special transportation for guests and booked taxis and business-class vehicles.
  • Maintained safe work environment and confirmed current compliance with OSHA and other governmental regulations.
  • Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.

Rooms Controller

Hyatt Regency Pittsburgh International Airport
10.2021 - 01.2022
  • Implemented appropriate booking strategies to verify reservation accuracy and provide service excellence.
  • Processed all guest check-ins, activated room keys and secured valid payments.
  • Followed-up with guests to resolve requests or problems to complete satisfaction.
  • Registered guests and relayed pertinent information about available amenities and events taking place at facility.
  • Coordinated check-in and pre-registration procedures for arriving groups.
  • Entered customer data into room system and updated information whenever patrons changed rooms.
  • Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
  • Promoted local entertainment and sporting events and offered details to assist patrons.
  • Promoted hotel brand's loyalty program through Action.

Assistant Operations Manager

Doubletree By Hilton Boston - Bedford Glen
07.2021 - 11.2021
  • Coordinated with General Manager in different operational issues and promotional activities.
  • Supervised operations team to support operational excellence and excellent customer service.
  • Developed and maintain operational guidelines for staff.
  • Monitored employee productivity and optimized procedures to reduce costs.
  • Evaluated current operational strategies and recommend improvements.
  • Taught employees how to collaborate on daily job tasks and achieve service targets.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Enhanced employee management by developing schedules, tracking time and administering payroll.
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
  • Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
  • Maximized profits by reducing waste in payroll administration and increasing sales.
  • Grew company market share Number% in Number months through Action and Action.
  • Reduced store's shrink Number% by limiting operational losses and adding more than $Amount per year in operating profit margin.

Assistant Operations Manager

The Troubadour Hotel New Orleans, Tapestry Collect
03.2021 - 06.2021
  • Knowledge and understanding of property operation services and brand products
  • Operate switch board and distribution of keys
  • Operate OnQ
  • Supervisory experience, overseeing and training front office staff
  • Respond and resolve requests, comments, and concerns in a timely manner
  • Manage the ambiance of the property to ensure an excellent experience for each guest
  • Maintain a cash drawer of up to 300, prepare deposits, and post charges
  • Assist in cafe and bar operations.
  • Coordinated with General Manager in different operational issues and promotional activities.
  • Developed and maintain operational guidelines for staff.
  • Generated operational reports for management on monthly schedule.
  • Wrote and shared Type and Type reports to help senior leadership make effective business decisions and plans.
  • Used Software and Software to analyze production data, guaranteeing efficient production of defect-free products.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
  • Devised processes to boost long-term business success and increase profit levels.
  • Developed productive, profitable and achievement-oriented working environments for employees.

Night Manager

SpringHill Suites New Orleans Warehouse Arts Distr
01.2020 - 06.2020
  • Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
  • Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
  • Created nightly shift task lists to assign duties to each employee.
  • Prepared nightly deposits by accurately counting cash, filling out deposit slips, and securing deposit in vault.
  • Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
  • Reviewed audits and reconciled nightly sales transactions by balancing cash registers and reporting discrepancies.
  • Conducted nightly inventory management procedures to track sales and stock levels.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Evaluated employee performance on Timeframe basis and conveyed constructive feedback to improve skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Identified and diminished performance gaps by coaching and supervising Number subordinates.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Evaluated existing operations and current market trends to identify necessary improvements and capitalize on changes.
  • Oversaw supply chain and supported tech transfer projects, batch release testing, change management and resolution of customer complaints.
  • Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
  • Increased operational efficiency by developing improved filing systems for confidential client records and reports.
  • Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards.
  • Recognized Type areas needing improvement and implemented Type program, enhancing productivity Number%.

Housekeeping Supervisor

Stay Alfred
03.2019 - 01.2020
  • Communicated repair needs to maintenance staff.
  • Worked with front desk to respond promptly to all guest requests.
  • Trained and mentored all new personnel to maximize quality of service and performance.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Placed orders for housekeeping supplies and guest toiletries.
  • Restocked room supplies such as facial tissues for personal touch with every job.
  • Disposed of trash and recyclables each day to avoid waste buildup.
  • Completed laundry services with special attention to care instructions for hand-washing and dry cleaning.
  • Kept building entryway glass clean and polished for professional presentation.
  • Introduced new operational programs like incentives to increase company loyalty and reduce employee turnover.
  • Drove improvements to workflow and room turnover with hands-on, proactive management style.
  • Increased employee performance through effective supervision and training.

Guest Service Representative

W Hotel New Orleans
09.2019 - 01.2020
  • Create, confirm, cancel, and modify reservations and contracts
  • Operate switch board and distribute keys
  • Operate LightSpeed and FOSSE
  • Respond and resolve requests, comments, and concerns in a timely manner
  • Manage the ambiance of the property to ensure an excellent experience for each guest
  • Maintain a cash drawer of up to 500, prepare deposits, and post charges
  • Process the audit and reports from prior day
  • Secure property and guests’ safety
  • Be an active liaison with knowledge of all things guest related.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
  • Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
  • Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
  • Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
  • Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
  • Supported local sports teams, museums, restaurants and other tourist-oriented spots by promoting events to hotel guests.

Guest Service Agent

Hilton St. Charles
03.2019 - 09.2019
  • Create, confirm, cancel, and modify reservations
  • Operate switch board and distribute keys
  • Operate OnQ
  • Respond and resolve requests, comments, and concerns in a timely manner
  • Promoting local events on property to enhance guest and property relation
  • Maintain a cash drawer of 300, prepare deposits and post charges
  • Secure property and guests’ safety.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Provided guest assistance and recommendations for tourist attractions.
  • Maintained consistent positive customer feedback.
  • Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Assisted guests by furnishing information and directions to casino, gift shop and dining areas.

Warehouseman

Southern Eagle Distributing
08.2018 - 02.2019
  • Took orders and packed items for customer deliveries
  • Worked in a beer distribution warehouse
  • Organized materials
  • Loaded and unloaded merchandise
  • Operated dolly and pallet jack
  • Manually inspected items
  • Processed delivery reports and inventory
  • Followed loss prevention procedure.
  • Wrapped pallets in shrink wrap prior to loading.
  • Listened closely during team meetings to gain complete understanding of duties required for each shift, completing priority tasks first.
  • Prepared pallets of boxes for easy transportation between customer and storage locations.
  • Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
  • Removed debris and hazardous materials from packing area to avoid contamination.
  • Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
  • Acknowledged safety issues and contacted shift supervisor regarding concerns and for quick resolution.
  • Completed over Number customer orders each day in warehouse setting.
  • Completed daily cycle counts and quarterly inventories and resolved variances to maintain data accuracy.

Security Guard

Vinson Guard Agency
01.2017 - 02.2019
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Patrolled and monitored premises in company vehicle, on bicycle and by foot.
  • Secured premises and personnel by patrolling property and monitoring surveillance equipment.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Responded quickly to incidents and assessed active situations for security concerns.
  • Secured personal and company goods against robbery, vandalism and illegal entry.
  • Worked independently and collaboratively to resolve urgent issues to protect lives and property.
  • Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities.
  • Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public.
  • Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
  • Identified violators and escorted departing personnel to guard against theft of property.
  • Contacted law enforcement in case of unauthorized persons, documents and materials.
  • Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
  • Inspected and adjusted security systems, equipment and machinery to maximize coverage of parking lots and building interior and exterior.
  • Administered CPR and first aid to resuscitate individuals while waiting for emergency medical responders to arrive.

Overnight Valet Supervisor

SP+ Corporation
02.2017 - 08.2018
  • Deliver excellent customer service to all guest
  • Transport vehicles to and from parking facility
  • Be attentive to all things happening on ramp and in parking facility
  • Ensure safety and security to guests and vehicles
  • Assist guest with luggage and other needs
  • Post all charges to guest rooms at the end of the work day
  • Make sure all reports are completed and ready for change of day
  • Manage a team of up to nine
  • Operate Opera and an assortment of PMS systems.
  • Delivered guest vehicles smoothly and met diverse needs of valet customers.
  • Issued and collected claim tickets and processed valet parking fees.
  • Completed claim check, vehicle damage and billing dispute forms.
  • Answered guest's questions about property amenities and services.
  • Helped guests unload and load luggage.
  • Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
  • Managed labor assignments and equipment allocations and met transportation, operations and production goals.
  • Reviewed orders, production schedules, blueprints and shipping or receiving notices and assigned work sequences and material shipping dates and destinations.
  • Mastered enterprise resource planning and logistics and supply chain software and maximized material movement rate.

Education

L W Higgins High School
Marrero, LA
05.2016

Skills

  • Auditing
  • Operation
  • Housekeeping
  • Front Desk
  • Cash Handling
  • Management
  • FOSSE
  • OnQ
  • LightSpeed
  • OPERA
  • Colleague
  • Advantage
  • Payroll
  • Valet
  • Security
  • FS PMS
  • Warehousing
  • Accounting
  • Reserve
  • Micros
  • Financing
  • Microsoft
  • Personnel Scheduling
  • Commercial Property
  • Team Relationships
  • Visual Merchandising
  • Observance of Standards
  • Information Verification
  • Investigative Oversight
  • Relationship Development
  • Hotel Operations Management
  • Event Management
  • Safety Violations
  • Detailed Report Writing
  • Industry Trends
  • Employee Performance Evaluations
  • Financial Records
  • Delivery Schedules
  • Corrective Actions
  • Employee Engagement
  • Professional Relationships
  • Emergency Preparedness
  • Workflow Processes
  • Customer Satisfaction
  • Improvement Plans
  • Operational Planning
  • Workflow Schedules
  • Motivational Leadership
  • Structured Programming
  • Morale Improvements
  • Client Support
  • Annual Budgets
  • Corporate Communications
  • Investigation Techniques
  • Strategic Decision-Making
  • Setting Up Files
  • Community Organization
  • Clerical Support
  • Recruitment and Retention
  • Customer Loyalty
  • Cost Control
  • Project Scopes
  • Office Cleaning
  • Organizational Systems
  • Selling Techniques
  • Operational Improvements
  • Brand Standards Audits
  • Inventory Management
  • Planning Schedules
  • Operating Budget
  • Closing Procedures
  • Records Management Systems
  • Emergency Evacuation
  • Customer Inquiries
  • Reservation Procedures
  • Administrative Support
  • Inventory Accuracy
  • Profit Margins
  • POS Inventory System Operation
  • Shift Checklists
  • Local and State Laws
  • ADP Payroll
  • Operational Efficiency
  • Customer Needs Assessments
  • Receiving Shipments
  • Office Procedures
  • Marketing Strategies
  • Hazard Reduction
  • Operational Standards
  • Multicultural Negotiations
  • Staff Meetings
  • Interviewing Techniques

Timeline

Director of Operations

Hilton Garden Inn Ft. Lauderdale Airport Cruise Po
09.2022 - 01.2023

Director of Rooms

Hyatt Regency Suites Atlanta Northwest
07.2022 - 09.2022

Front Office Manager

Hyatt House Seattle/Downtown
05.2022 - 07.2022

Operations Manager

SpringHill & TownePlace Suites New Orleans Downtow
01.2022 - 05.2022

Rooms Controller

Hyatt Regency Pittsburgh International Airport
10.2021 - 01.2022

Task Force Manager

PHM Management
07.2021 - 02.2023

Assistant Operations Manager

Doubletree By Hilton Boston - Bedford Glen
07.2021 - 11.2021

Assistant Operations Manager

The Troubadour Hotel New Orleans, Tapestry Collect
03.2021 - 06.2021

Night Manager

SpringHill Suites New Orleans Warehouse Arts Distr
01.2020 - 06.2020

Guest Service Representative

W Hotel New Orleans
09.2019 - 01.2020

Housekeeping Supervisor

Stay Alfred
03.2019 - 01.2020

Guest Service Agent

Hilton St. Charles
03.2019 - 09.2019

Warehouseman

Southern Eagle Distributing
08.2018 - 02.2019

Overnight Valet Supervisor

SP+ Corporation
02.2017 - 08.2018

Security Guard

Vinson Guard Agency
01.2017 - 02.2019

L W Higgins High School

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Jerome Hayes