Karlene Wallace
Summary
Dynamic hospitality professional with extensive experience at Marriott, Hilton and Starwood Hotels, excelling in operations management and guest relations. Proven track record in training staff and enhancing service quality, ensuring seamless overnight operations. Adept at multitasking and maintaining attention to detail, contributing to a superior guest experience in the tourism industry.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Night Auditor/Manager On Duty
MARRIOTT HOTELS
11.2009 - Current
- Coordinate overnight operations of the Front Office, Housekeeping and Engineering departments.
- Excellent customer service orientation with the ability to handle guest inquiries and complaints tactfully.
- Perform daily audits of hotel activities such as room occupancy, revenue postings, housekeeping status reports.
- Train Night Auditors and Service Express/Security Agents.
- Monitor security cameras, elevators, fire alarm system and take appropriate action when necessary.
- COVID-19 Core Team
Night Auditor
HILTON
11.2008 - 03.2010
- Oversee Front Office, Housekeeping and Security
- Monitor Early Breakfast Set-Up
- Performed daily audits.
- Hampton Inn Debary/Deltona
Administrative Assistant
LE MERIDIEN
11.2007 - 01.2008
- Provided administrative support to management staff, including scheduling meetings and appointments, preparing agendas, taking minutes, and maintaining records.
- Special Events Liaison - Conceptualized, designed and formatted menus for themed restaurants, room service and bar tariffs; created sales and marketing flyers for promotional events.
- Conducted ISO 9002 Internal Quality Audits
- Jamaica Pegasus - Kingston
Education
Hospitality Manager - Leadership
American Hotel & Lodging Educational Institute
General Manager/Front Office Leader -
Marriott Digital Learning Zone
Night Audit Operations -
Marriott Digital Learning Zone
Harvard Manage Mentor -
Harvard Business School
ISO 9002 Quality Assurance -
International Standards Organization
Skills
- Adaptability
- Guest relations
- Work ethic
- Quality control and assurance
- Team collaboration
- Multitasking and organization
- Attention to detail
- Tourism industry knowledge
- Effective communication
- Event planning
- Cross-department collaboration
- Staff training and development
- Operations management
- Professional demeanor
Certification
- Six Sigma Green Belt, Management and Strategy Institute, 2020
- Business Office Manager, Management and Strategy Institute, 2019
Languages
- English, Native
- Spanish, Beginner
Additional Information - Training
- Supervisory Management/Marketing & Sales, UNIVERSITY OF THE WEST INDIES
- Commitment to Excellence, FORTE Hotels
- Customer Really Matters CRM, HILTON University
- Revenue Guarantee, LE MERIDIEN Jamaica Pegasus
- Occupational Health & Workplace Safety, FOOD HYGIENE BUREAU
- Hospitality Administrative Techniques, HOTEL & CATERING INSTITUTE MANAGEMENT ASSOCIATION
Timeline
Night Auditor/Manager On Duty
MARRIOTT HOTELS
11.2009 - Current
Night Auditor
HILTON
11.2008 - 03.2010
Administrative Assistant
LE MERIDIEN
11.2007 - 01.2008
Hospitality Manager - Leadership
American Hotel & Lodging Educational Institute
General Manager/Front Office Leader -
Marriott Digital Learning Zone
Night Audit Operations -
Marriott Digital Learning Zone
Harvard Manage Mentor -
Harvard Business School
ISO 9002 Quality Assurance -
International Standards Organization