Masai Matthews
Seattle,WA
Summary
Dedicated and accomplished Operations Supervisor with a proven track record in the hospitality industry, seeking to contribute extensive management experience and exceptional leadership skills to a dynamic organization.
Overview
9
9
years of professional experience
Work History
Operations Supervisor
Hilton Motif Seattle
Seattle
04.2021 - Current
- Acted as Manager on Duty, making decisions in the absence of Front Office Manager and Director of Rooms
- First point of contact for guest resolution issues
- Managed a team of 18 members, including Front Desk Agents, Concierge, and Bellman
- Oversaw the hotel's gift shop/market with an annual revenue of $360,000
- Proficient in Impulsify system, ensuring inventory updates and cost analysis
- Balanced daily inventory for a 296-room full-service property, meeting VIP and elite members' needs
- Reviewed and updated Front Office Team incentives weekly
- Handled SALT Survey, Guest Assistance, and resolved issues involving reservations
- Applied Hilton HEART Method to de-escalate difficult situations
- Trained front desk staff in Brand Standards and served as AimSafe Monthly Safety training instructor
- Managed phone calls regarding reservations, concierge requests, and hotel information
- Proficient in OnQ, The Lobby, SALT, GA, Advance Purchase, Nor1, Impulsify, Origami Reporting, Whistle Guest Messaging, SAFLOK, Sonifi system, Sertifi, Word, and Excel systems.
Front Desk Agent
Silver Cloud Hotel – University
05.2019 - 06.2020
- Provided thorough guest assistance for a positive experience
- Proficient in RDP for registration processes and posting charges
- Verified and authorized credit cards using electronic methods
- Demonstrated excellent customer service over the phone and in person
- Assisted 100+ guests daily during peak season.
Sales Associate
Adidas – Outlet Collection
10.2014 - 05.2019
- Worked in a team, processed over 100+ transactions daily
- Operated the register, scanners, and computers for cash transactions
- Balanced drawer at the end of each shift
- Developed customer service skills by communicating with customers
- Utilized customer data to sell store products.
Direct Support Professional
Kittitas Interactive Management – Ellensburg
09.2016 - 03.2017
- Supported and encouraged adults with disabilities in community activities
- Provided positive self-esteem and a sense of self-worth
- Assisted with meals, personal care, and home management tasks
- Maintained positive relationships with clients
- Administered medications and wrote end-of-shift reports.
Education
Certificate - Filmmaking
Seattle Film Institute
03.2020
Websites
Awards
- Associate of the Month, Hilton Pasadena
- 10/2021
- 01/2023
References
- Avery Wade, Social Service Specialist - Seattle Children’s Hospital, (253) 249-5432
- Karland Paez, CEO of Downpour Productions, (512) 739-2128
- Joe Bowman, Pastor of Integrity Life Church, (253) 921-0532
Timeline
Operations Supervisor
Hilton Motif Seattle
04.2021 - Current
Front Desk Agent
Silver Cloud Hotel – University
05.2019 - 06.2020
Direct Support Professional
Kittitas Interactive Management – Ellensburg
09.2016 - 03.2017
Sales Associate
Adidas – Outlet Collection
10.2014 - 05.2019
Certificate - Filmmaking
Seattle Film Institute
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