Juliette DeLaVergne-Nichols
Howell,MI
Summary
Dynamic hospitality professional with nearly nine years of experience in delivering exceptional customer service and enhancing operational efficiency. Proven expertise in developing and implementing innovative strategies that elevate guest relations and ensure memorable experiences. Committed to achieving the highest levels of satisfaction through proactive service recoveries and a personalized approach to each guest interaction. Strong focus on fostering positive relationships and creating unique moments that leave a lasting impression.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Courtyard by Marriott
Brighton, MI
10.2023 - Current
- Led daily operations to enhance guest satisfaction and streamline service delivery.
- Developed and implemented staff training programs to improve team performance and efficiency.
- Managed budgeting processes, ensuring accurate financial reporting and expense control.
- Collaborated with department heads to drive operational improvements and maximize productivity.
- Analyzed guest feedback and market trends to inform strategic decision-making initiatives.
- Oversaw inventory management systems, optimizing stock levels and reducing waste effectively.
- Mentored junior staff, fostering a culture of continuous improvement and professional development.
- Motivated, trained, and disciplined employees to maximize performance.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
Rooms Lead/Night Auditor
Baronette Renaissance
Novi, MI
03.2021 - 10.2023
- Supervised night audit operations, ensuring accuracy of financial transactions and reports.
- Trained and mentored staff on nightly procedures and customer service standards.
- Implemented process improvements to enhance efficiency in check-in/check-out workflows.
- Managed cash handling procedures, maintaining compliance with company policies and regulations.
- Supervised housekeeping staff, ensuring adherence to cleanliness standards and efficient workflow.
- Developed training programs for new employees, enhancing service quality and operational efficiency.
- Implemented inventory management system, optimizing supply usage and reducing waste.
- Conducted regular inspections to maintain safety compliance and uphold quality control measures.
- Coordinated scheduling for housekeeping team, balancing workload and improving response times.
- Oversaw daily front desk operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored front desk staff on customer service protocols and operational procedures.
- Managed guest inquiries and complaints, fostering positive relationships to improve satisfaction ratings.
- Developed staff schedules, optimizing coverage during peak hours to enhance service delivery.
- Coordinated with housekeeping and maintenance teams to ensure timely room readiness for guests.
- Led team meetings focused on performance goals, reinforcing a culture of accountability and excellence.
Front Desk Supervisor
Comfort Inn and Suites
Beaufort, SC
07.2019 - 03.2020
- Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored new staff on customer service standards and hotel policies.
- Resolved guest complaints promptly, enhancing overall satisfaction and loyalty.
- Managed room assignments and maintained accurate reservation records using property management system.
- Coordinated with housekeeping to ensure timely room availability for guests.
- Implemented procedures that improved front desk workflow and reduced wait times.
- Monitored inventory of supplies, ordering as needed to maintain operational efficiency.
Front Office Manager
Best Western Ocean Breeze Inn and The Grand Hilton Head Inn
06.2017 - 02.2018
- Managed daily front office operations, ensuring seamless guest check-in and check-out processes.
- Supervised staff scheduling, optimizing workforce efficiency and enhancing service delivery standards.
- Developed and implemented training programs for new hires, fostering a culture of excellence in customer service.
- Coordinated with housekeeping to maintain high cleanliness standards throughout the hotel premises.
- Resolved guest complaints promptly, enhancing overall satisfaction and loyalty to the brand.
- Analyzed occupancy rates and revenue trends, contributing to strategic pricing and promotional initiatives.
- Oversaw inventory management for front office supplies, ensuring availability while minimizing waste.
- Collaborated with marketing team on promotional events, driving increased visibility and bookings for properties.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Coached employees through day-to-day work and complex problems.
Education
Associates Degree - Hospitality Management
Bryant & Stratton College
01-2021
High School Diploma -
Howell High School
Howell06-2017
Skills
- Customer service
- Hospitality operations experience
- Operational planning
- Financial accounting
- Recruitment and onboarding
- Proficient in Microsoft applications
- Employee relations and engagement
- Information privacy
- Banking operations
- Billing and invoicing
- Skilled in digital tools and platforms
- Food safety compliance
- Employee training
- Team collaboration
- Effective scheduling
- Simultaneous task management
- Operational efficiency management
Websites
Certification
- Certified Tourism Ambassador for Livingston County, MI
- Food Handling Certification
Timeline
Assistant General Manager
Courtyard by Marriott
10.2023 - Current
Rooms Lead/Night Auditor
Baronette Renaissance
03.2021 - 10.2023
Front Desk Supervisor
Comfort Inn and Suites
07.2019 - 03.2020
Front Office Manager
Best Western Ocean Breeze Inn and The Grand Hilton Head Inn
06.2017 - 02.2018
Associates Degree - Hospitality Management
Bryant & Stratton College
High School Diploma -
Howell High School
COMMUNICATION
Working in hospitality since June 2017, I have nearly 9 years of communication skills. Whether that is over the phone, through email, or in person. I am very team oriented, I like to use my interpersonal skills in team-building and boosting morale.
LEADERSHIP
Prior to my Assistant General Manager Role, I was promoted into leadership roles, such as Front Desk Supervisor (at multiple locations), Housekeeping Supervisor, Rooms Lead (Supervising both Housekeeping and Front Desk Departments), Breakfast Supervisor (at multiple locations).