Loretta Gray
Houston,TX
Summary
With over 11 years of dedicated experience in hotel management, brings a wealth of expertise in overseeing hospitality operations with a focus on customer service, guest relations, and accommodation management. Possesses a proven track record of implementing effective policies and procedures to ensure exceptional service delivery and guest satisfaction. Demonstrates leadership skills to train and mentor high-performing teams, resulting in consistently memorable guest experiences. Excels in monitoring and evaluating guest feedback to drive continuous improvement initiatives and maintain the highest standards of quality. Strong communication and organizational abilities enable collaboration across departments and adaptation to changing priorities. Eager to leverage extensive experience and passion for excellence as a Remote Hospitality Manager at Dreamscape Destinations, contributing to the delivery of exceptional service and the achievement of company objectives.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Manager
The Taxx Bar
01.2022 - Current
- Developed systems and procedures to improve operational quality and team efficiency, resulting in a 20% increase in productivity within the first six months of implementation.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly, leading to a 15% improvement in customer satisfaction scores.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth, resulting in a 25% decrease in turnover rate.
- Led hiring, onboarding, and training of new hires to fulfill business requirements, overseeing the successful integration of 20 new team members.
Overnight Manager
Four Seasons Hotel
06.2022 - 03.2024
- Managed VIP guest interactions with multitasking proficiency, consistently achieving a satisfaction rating of over 95% in guest feedback surveys.
- Responsibly addressed a wide array of guest requests by diligently assessing their needs, while incorporating personalized recommendations and touches to enhance their experience, all within the framework of Four Seasons' policies and standards.
- Addressed customer complaints with a commitment to exceptional hospitality and professionalism, striving to resolve issues promptly and effectively.
- Enhanced team productivity by effectively delegating tasks and setting priorities for overnight crew, resulting in a 30% increase in efficiency metrics over one year.
General Manager
Fairfield Inn Suites
01.2017 - 05.2022
- Ensured all financial (invoices, reporting) and personnel/payroll-related administrative duties were completed accurately, achieving a 99% accuracy rate in financial reports and payroll processing.
- Maintained knowledge of new methods and techniques for training, and training requirements applicable to the organization and industry.
- Oversaw performance measurements to ensure the property operated within approved budgets and was competitive in its respective competitive set, leading to a 10% reduction in operational costs while maintaining competitiveness.
- Excelled at resolving employer challenges with innovative solutions, systems, and process improvements that increased efficiency, and customer satisfaction.
Front Office Manager
La Quinta Inn & Suites
01.2013 - 12.2016
- Maintained accurate records including cash flow sheet, direct bill accounts, credit card receipts, and registration cards.
- Collaborated with vendors and third-party training providers to arrange employee registration for and participation in outside training programs.
- Provided direct leadership and cross-functional support regarding daily business operations.
- Directly supervised front desk staff and housekeeping consisting of 30 employees.
Education
Fortis College
Houston, TXSkills
- Recruitment and hiring
- Staff Training and Development
- Multilingualism
- Client Relationship Management
- Hotel Management
- Operational Efficiency
- Strategic planning and analysis
- Adaptability and Flexibility
Languages
Sign Language
Native or Bilingual
German
Full Professional
Certification
- Operational Excellence Certification – 2021
- Strategic Alignment Certification – 2021
- Hospitality Leadership – 2021
Timeline
Overnight Manager
Four Seasons Hotel
06.2022 - 03.2024
Operations Manager
The Taxx Bar
01.2022 - Current
General Manager
Fairfield Inn Suites
01.2017 - 05.2022
Front Office Manager
La Quinta Inn & Suites
01.2013 - 12.2016
Fortis College
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