LaToya Harlan
Inkster,MI
Summary
Dynamic Hotel Manager with a proven track record at Woodspring Suites, enhancing operational efficiency and guest satisfaction. Excelled in guest relations management and staff training, significantly boosting customer satisfaction ratings. Skilled in staff supervision and property management systems, adept at fostering a collaborative and high-performing team environment.
Overview
3
3
years of professional experience
Work History
Hotel Manager
Woodspring Suites
03.2023 - Current
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Developed and implemented marketing strategies to promote hotel services.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Maintained strict adherence to budgetary guidelines while allocating resources effectively across departments.
- Oversaw day-to-day operations of 122-room hotel with staff of 8 employees.
Team Leader
Extended Stay America
07.2021 - 02.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Assisted in recruitment to build team of top performers.
Education
High School Diploma -
Northern High School
Detroit, MI06.1994
Skills
- Guest complaint resolution
- Guest services management
- Guest Relations Management
- Cash Handling
- Staff Scheduling
- Staff Training
- Hospitality
- Office and staff streamlining
- Outstanding communication skills
- Staff Supervision
- Reservations Management
- Telephone Etiquette
- Employee Development
- Account Administration
- Property Management Systems
Timeline
Hotel Manager
Woodspring Suites
03.2023 - Current
Team Leader
Extended Stay America
07.2021 - 02.2023
High School Diploma -
Northern High School
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