Lucknerson Jean-Pierre
Charlotte,NC
Summary
Ensure guest satisfaction and overall efficiency of front office operations, to train staff as outlined in the Front Office Training Procedures and ensure staff is prepared to provide excellence to our guests and visitors at all times. Oversees employee performance and tracks weekly progress to achieve defined objectives. Reliable and hardworking assistant General manager works autonomously or in teams to serve over customers per shift. Thriving interpersonal and multitasking skills honed in fast-paced customer-focused environment. Collaborative team player bringing 2 years of comprehensive experience completing managerial and administrative tasks to keep company running smoothly. Commended for outstanding staff performance to boost company morale and productivity. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
8
8
years of professional experience
Work History
Housekeeping Manager
Hampton Inn By Hilton
Charlotte, NC
03.2023 - 02.2024
- Developed and implemented housekeeping policies and procedures to ensure efficient operations.
- Supervised, trained, evaluated and scheduled staff of 20 housekeepers daily.
- Performed quality control inspections for guest rooms and public areas.
- Resolved customer complaints in a timely manner.
- Ensured compliance with safety regulations and health codes.
- Maintained accurate records of supplies and equipment inventory.
- Conducted regular meetings with housekeeping staff to discuss performance issues.
- Ordered cleaning supplies, linens, chemicals, amenities. as needed.
- Implemented cost-saving measures to reduce operating expenses.
- Established cleaning standards for all departments within the hotel property.
- Monitored employees' work hours to ensure proper staffing levels were maintained at all times.
- Analyzed reports on room occupancy rates, guest feedbacks and other relevant data to identify potential problems or areas of improvement.
- Identified opportunities for process improvements in order to increase efficiency and productivity of housekeeping services.
- Assisted in budget preparation related to labor costs, materials and supplies expenses..
- Created training programs for new hires including orientation sessions on hotel policies and procedures.
- Assisted in developing marketing strategies aimed at increasing revenue from housekeeping services.
- Reviewed existing contracts with vendors supplying linen, uniforms, chemicals, amenities.
- Collaborated with other departments on various projects as needed.
- Coordinated maintenance activities with outside contractors as required.
- Investigated incidents involving guests or employees that occurred within the hotel premises.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Assigned tasks for completion, inspected work and resolved housekeeping complaints promptly.
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
- Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Trained, coached and mentored staff on best practices and protocols to secure smooth new program adoption.
- Delegated tasks for completion, performed inspections and resolved housekeeping complaints promptly.
- Inventoried incoming supplies and placed items in stock for use by personnel.
- Verified each completed room against standard plans to maintain consistency.
- Controlled full-cycle household cleaning services, including business development and client relations.
- Exceeded quality service goals by managing team productivity and workflow to implement continuous improvement.
- Practiced safe work habits and wore protective safety equipment.
- Prepared work schedules for associates to promote proper staffing levels.
- Stocked room attendant carts with supplies to keep carts organized and clean.
- Communicated guest service scores to drive improvement and higher guest satisfaction.
Assistant General Manager
Hilton Garden Inn Hotel
Pineville, NC
11.2021 - 01.2023
- Supervised critical budget implementations, employee reviews, training and scheduling for projects.
- Delegated work to staff, setting priorities and goals.
- Oversaw efforts to update computer systems with pricing and specials for optimal recordkeeping.
- Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
- Identified customer needs and delivered relevant product solutions and promotions.
- Implemented campaigns and promotions to help with developing goods and services.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Input and confirmed reservations for guests.
- Assisted guests at check-in, providing information on various services within hotel.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Handled guest complaints and offered complimentary services for hardship cases.
- Post Account Receivable
- Daily Revenue when Audit Run
- ONQ expeerince
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Structured HR consulting services to support clients during organizational developments and changes.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Implemented successful business strategies to increase revenue and target new markets.
- Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
- Managed daily operations of the store, including scheduling and supervising staff.
- Managed and mentored staff to carry out operational directives with high productivity and accuracy.
- Managed store cash intake with high accuracy and prepared daily bank deposits.
- Enhanced team engagement and performance with daily updates and informational meetings.
- Placed new inventory orders and oversaw correct restocking procedures to maintain operational output.
- Maintained accurate records of employee attendance, payroll information, sales figures.
- Evaluated current processes within the store environment to identify areas of improvement.
- Collaborated with other departments within the organization to coordinate projects.
- Ensured that customer service standards were met or exceeded at all times.
- Developed and implemented effective strategies to maximize sales and profits.
- Monitored inventory levels and placed orders for new stock as needed.
- Performed administrative tasks such as filing paperwork, preparing documents.
- Developed marketing plans to promote products or services offered by the company.
Front Desk Supervisor
Double Tree Hotel By Hilton
Newark, NJ
06.2016 - 10.2021
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Completed end-of-day reporting and balanced registers to maintain financial accuracy.
- Responded to inquiries and room requests made online, by phone and via email.
- Posted charges, updated accounts and issued bills to departing guests.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
- Leveraged software to confirm reservations and address guest needs.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Managed customer complaints and rectified issues to complete satisfaction.
- Managed guest check-in and check-out procedures, reservations and payments.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Greeted and welcomed guests in a friendly, professional manner.
- Monitored the front desk staff to ensure proper customer service was provided.
- Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
- Balanced hotel accounts at end of each shift.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Completed financial audits on scheduled basis.
- Conducted transactions, confirming patient information and processing according to standard protocol.
- Tracked inventory of supplies needed for the front desk area.
- Ensured that all safety regulations were followed at all times.
- Coordinated room assignments by considering guest preferences and special requests whenever possible.
Education
High School Diploma -
East Orange Campus High School
East Orange, NJ06.2016
Skills
- Business Operations Background
- Training and Development Skill
- Business Development
- Staff Scheduling
- Performance Evaluation and Monitoring
- Decision Making
- Team Leadership
- Training Management
- Budget Control
- Customer Service Management
- Supplier Monitoring
- Hiring and Onboarding
- Recruitment and Hiring
- IT Tech
- Install computer and fix them
- Cam
- Team Leadership Strength
- Staff Evaluations
- Supply Inventory Management
- Customer Service-Focused
- Payroll Administration
- Training and Mentoring
- Scheduling and Planning
- Guest Relations
- Invoice Processing
- Performance Improvements
- Quality Assurance and Control
- Health and Safety Compliance
Timeline
Housekeeping Manager
Hampton Inn By Hilton
03.2023 - 02.2024
Assistant General Manager
Hilton Garden Inn Hotel
11.2021 - 01.2023
Front Desk Supervisor
Double Tree Hotel By Hilton
06.2016 - 10.2021
High School Diploma -
East Orange Campus High School