Marquez Jackson
Oxford,MS
Summary
Experienced Operations Manager with a proven track record in the hospitality industry. Demonstrated ability to oversee all aspects of room operations, ensuring seamless guest experiences. Skilled in optimizing occupancy rates, managing staff, and maintaining high service standards. Committed to delivering exceptional guest satisfaction and driving operational excellence.
Overview
7
7
years of professional experience
Work History
General Manager
MCR Hotels Courtyard by Marriott Oxford MS
06.2024 - Current
- Provides leadership and management for all hotel personnel and accepts responsibility for the health, safety and welfare of the hotel guests and employees
- Collaborates with corporate support teams to develop and deliver the execution plan for the property
- Escalates any challenges preventing entire hotel team from executing on all processes and procedures expected daily
- Ensures financial performance is optimized by utilizing the tools, systems and guidelines provided
- Ensures all levels of service are maintained in accordance with directives given by regional leadership
- Ensures the hotel is operated in compliance with state, federal and local regulations as well as Company and brand standards
- Effectively coaches, counsels, and motivates employees
- Provides hands on leadership to ensure that revenue is maximized while expenses are effectively controlled
- Meets all financial review dates and corporate directed programs in a timely fashion
- Tours the operating departments daily, adjusting as needed via department heads
- Reads and evaluate financial reports
- Ensures that all department heads execute to the approved staffing levels and weekly schedules
Complex Senior Rooms Operations Manager
Marriott International Sheraton Birmingham and The Westin Birmingham
10.2022 - 01.2024
- Manages the execution of all operations in the front office rooms area department
- Verifies that goals are being translated to the team as they relate to guest tracking and productivity
- Verifies all team members meet or exceed all hospitality requirements
- Monitors compliance with standards and procedures
- Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department
Complex Guest Services Manager
Marriott International
06.2022 - 10.2022
- Supported the Front Office team daily providing excellent customer service to guest daily
- Mentored the front office associates on how to be unique and personable while delivering and maintaining the service standard of Marriott International
- Maintained the brand, culture, and standard of the two properties
- Assisted in hiring, screening, and training front office associates as well as aided in budgeting for the department
Director of Front Office Operations
Sheraton Refuge Hotel and Conference Center
05.2021 - 01.2022
- Skillfully managed the Front Office staff by creating an environment where motivated people want to join, learn, do their best, and advance
- Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle
- Kept a pulse on daily revenue and expenses to minimize loss, manage expense and maximize profit
- Ensured company’s policies and security requirements were met
- Handled complaints and specific customers’ requests
Assistant General Manager
Courtyard Marriott
10.2019 - 01.2021
- Completed weekly AR reports and other reports in Profit Sword
- Ensured the ledgers are kept at a standard (guest, city, and deposit ledgers) and posted accounts payable
- Performed daily labor check ins within the Hotel-effectiveness system ensuring all staff are performing with standards
- Daily balanced income journals ensuring the revenue and payments are accounted in the correct general ledger codes
- Ensured the hotel stayed within brand standards and initiatives
Front Desk Supervisor/Manager
Courtyard Marriott
11.2018 - 01.2019
- Always ensured outstanding customer care while maintaining a friendly and respectable demeanor
- Supervised the operations of the front desk to ensure an optimal level of service and hospitality is provided to guests
- Assisted all departments in servicing the guests during high volume periods
- Supervised daily shift process ensuring all team members adhere to standard operating procedures
Guest Service Agent
03.2018 - 11.2018
- Greeted arriving guests, assigns rooms, issues keys, and collected guests’ payments and billing information
- Answered guests requests for assistance and coordinates with housekeeping staff and management to fulfill guest’s requirements
Skills
- Excellent listener
- Poised under pressure
- Staff training & coaching
- Recruiting & hiring talent
- Quality assurance
- Solid written & verbal communicator
Timeline
General Manager
MCR Hotels Courtyard by Marriott Oxford MS
06.2024 - Current
Complex Senior Rooms Operations Manager
Marriott International Sheraton Birmingham and The Westin Birmingham
10.2022 - 01.2024
Complex Guest Services Manager
Marriott International
06.2022 - 10.2022
Director of Front Office Operations
Sheraton Refuge Hotel and Conference Center
05.2021 - 01.2022
Assistant General Manager
Courtyard Marriott
10.2019 - 01.2021
Front Desk Supervisor/Manager
Courtyard Marriott
11.2018 - 01.2019
Guest Service Agent
03.2018 - 11.2018
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