Kevin Haddocks Jr
Orlando,FL
Summary
Hospitality and guest relations professional with broad experience in every department vital to operations, including Housekeeping, Engineering, Sales, Security, Marketing, Food and Beverage, and Activities. Front Office Leader with years of experience providing memorable experiences to guests from a multitude of backgrounds and cultures. Expert at communications, registering guests, assigning rooms, and accommodating special requests and correcting/improving any guest opportunities and associate relations.
Overview
10
10
years of professional experience
Work History
Front Desk Operations Supervisor
Sheraton Vistana Resort
Orlando
08.2023 - Current
- Managed the day-to-day operations of the Front Desk.
- Develops SMART goals and plans to prioritize, organize, and accomplish my work.
- Resolved guest escalations and negative experiences well enough to maintain/exceed our GSS goals and expectations.
- 2024 82.8% YTD Front Desk Index #1 AAA property with a goal of 83%./ 2023 78.5% YTD Front Desk Index with a goal of 73.5%
- Handle direct reports and ensure all time punches, PTO requests, training, and documentations are submitted on time.
- Rola (Resort Operations Learning Ambassador) and Gateway to Leadership certified, with classes already facilitated.
- Supports the developmental needs of others and coaching, mentoring, or otherwise creating learning opportunities to improve their knowledge or skills through one on ones and group learned classes created by myself or offered via Marriott Vacation Club.
- Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Participated in employee progressive discipline procedures.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Coordinated schedules and assignments to optimize team performance and coverage.
Front Office Lead
Sheraton Vistana Resort
Orlando
04.2022 - 08.2023
- Assist the operation while working closely with my department leaders.
- Responsibilities and accomplishments:
- Implemented a multi pronged approach to increasing Guest Service Scores, resulting in a 20 point improvement to 86%.
- Confer and cooperate with other managers to ensure coordination of hotel activities.
- Review collection reports to determine the status of collections and the amounts of outstanding balances.
- Analyze future arrival dates to create and decide staffing decisions.
- Property Management System expert.
Front Desk Lead
Sheraton Vistana Villages
Orlando
11.2018 - 04.2022
- Key results include:
- Improved Guest Service Satisfaction scores
- Met or exceeded every task and goal set by our General Manager.
- Passed and exceeded expectations on our yearly random property audit.
- Responsibilities:
- Organize and coordinate the work of staff and convention personnel for meetings to be held at a particular facility.
- Develop and implement policies and procedures for the operation of a department or establishment.
- Confer and cooperate with other managers to ensure coordination of hotel activities.
- Observe and monitor staff performance to ensure efficient operations and adherence to facility's policies and procedures.
- Answer inquiries pertaining to hotel policies and services, and resolve occupants' complaints.
- Reach out to third party booking companies to collect payment for reservations.
Trainer
Target
Clermont
09.2016 - 11.2018
- Develop or implement plans for facility modification or expansion, such as equipment purchase or changes in space allocation or structural design.
- Plan, develop, or implement warehouse safety and security programs and activities.
- Develop ideas or plans for merchandise displays or window decorations that lead to a 15% increase in sales.
Education
Associate of Arts - General Studies
Tallahassee Community College
Tallahassee08-2015
LANGUAGES
English
Timeline
Front Desk Operations Supervisor
Sheraton Vistana Resort
08.2023 - Current
Front Office Lead
Sheraton Vistana Resort
04.2022 - 08.2023
Front Desk Lead
Sheraton Vistana Villages
11.2018 - 04.2022
Trainer
Target
09.2016 - 11.2018
Associate of Arts - General Studies
Tallahassee Community College