Monique Hudson
Montclair,NJ
Summary
I am a committed leader with over 15 years of experience in operations, specializing in leadership within a union environment. I am dedicated to delivering exceptional customer experiences while ensuring the well-being and support of our associates. My strengths lie in optimizing processes to enhance employee relations and elevate customer satisfaction within unionized environments. I’m a hands-on professional with a proven ability to navigate complex challenges and drive results. I have a strong track record of launching and managing successful ventures, with a talent for building solid stakeholder relationships and motivating teams to reach common goals.
Overview
25
25
years of professional experience
Work History
Food & Beverage Operations Manager
Marriott International
04.2024 - Current
- Assist with managing 33,000 square feet of space, including 16 ballrooms and 16 other meeting rooms.
- Coordinated event setup, staffing, and logistical support for corporate events, weddings, and social gatherings, ensuring smooth execution of high-profile events.
- Developed and maintained a preventative maintenance schedule for the banquet spaces, addressing issues such as lighting, wallpaper, and deep cleaning to uphold event quality.
- Worked closely with the sales and catering teams to align banquet offerings with client needs and maximize revenue from event bookings.
- Implemented safety protocols for proper food handling, storage, and sanitation procedures to maintain a safe working environment.
- Oversaw daily operations of the restaurant and bar, ensuring
- high standards of service, food quality, and cleanliness.
- Managed payroll and staff scheduling for a team of 25 employees, optimizing labor costs while ensuring proper coverage during peak hours.
- Increased guest satisfaction scores by over 20 points within 3 months, achieving the highest score of the year.
- Developed and implemented strategies to improve overall service quality and guest experience, contributing to higher repeat business and customer loyalty.
- Coordinated staff training on Marriott service standards and food handling procedures, leading to enhanced service delivery and compliance.
Business Manager
Coffee & Cornbread
02.2007 - 08.2024
- Demonstrated comprehensive expertise in managing all operational aspects of the restaurant, including financial oversight, staff leadership, and vendor relations.
- Built strong partnerships with community leaders and nonprofit organizations to provide meals to individuals facing food insecurity.
- Developed and executed targeted marketing strategies and crafted a customer-centric menu to drive growth and brand visibility.
- Oversaw all financial functions, including budgeting, bookkeeping, and payroll, consistently achieving, and surpassing financial targets.
- Negotiated contracts and agreements with vendors, business partners, and customers to secure advantageous terms and enhance service offerings.
- Implemented cost-saving measures to reduce overhead, ensuring sustainable growth and profitability.
- Maintained a deep knowledge of industry trends, adapting strategies to meet evolving market demands and customer expectations.
Manager, Environmental Services
Memorial Sloan Kettering
05.2015 - 06.2017
- Co-managed Environmental Service Operations for a 460-bed Cancer Center, prioritizing patient satisfaction in a safety-first environment.
- Led a team of 175, including 7 Supervisors, and jointly managed an additional 350+ staff, fostering a high-performance culture.
- Press Ganey champion analyzed feedback and implemented patient-centric enhancement initiatives.
- Ensured all cleaning protocols and safety standards met healthcare regulations, including infection control practices, OSHA guidelines, and patient safety standards.
- Lead training programs to educate staff on sanitation practices, use of PPE, chemical handling, and emergency procedures.
- Conducted regular audits and quality checks of patient rooms, surgical areas, and public spaces to maintain cleanliness and hygiene at the highest standards.
- Assisted with oversight of inventory levels of cleaning supplies and PPE, optimizing resource allocation to meet both daily needs and high-demand periods.
- Worked closely with nursing, facility management, and infection control teams to prioritize cleaning schedules and address urgent or specialized sanitation needs.
- Implemented service improvements based on feedback from staff, patients, and families to enhance the overall healthcare environment.
Director of Hotel Operations
Marriott International
03.2013 - 05.2015
- Collaborated with the General Manager to lead hotel operations, achieving guest satisfaction and employee engagement milestones.
- Established both strategic and immediate operational goals, enhancing guest experiences and elevating staff performance.
- Directed multifaceted teams—Front Office, Guest Services, Housekeeping and Food and Beverage.
- Guaranteed consistent achievement of guest and employee satisfaction benchmarks, by implementing result-oriented strategies.
- Worked with HR to develop and enforce hotel policies, promoting compliance and a positive work environment.
- Managed HR tasks for the Rooms Division, from hiring to compensation, fostering a culture of excellence.
- Consistently met guest and employee satisfaction targets through strategic initiatives.
- Participated in financial decisions, from room pricing to budgeting, in line with the hotel's financial objectives.
- Conducted regular inspections of hotel spaces, maintaining high cleanliness and aesthetic standards.
- Successfully managed a unionized workforce, ensuring compliance with labor agreements while maintaining positive employee relations and operational efficiency.
Resident Service Specialist
Related Management
09.2010 - 10.2012
- Acted as the primary point of contact for all resident needs post-lease signing, handling inquiries and ensuring a seamless move-in experience.
- Facilitated the delivery of services to residents, implemented property management policies, resolved resident disputes.
- Supervised and coordinated Concierge and Porter staff, ensuring timely and efficient responses to resident requests and service needs.
- Led all resident communications, fostering positive relationships and addressing concerns to maintain high levels of satisfaction within the community
Assistant Director of Front Office
Courtyard by Marriott
07.2008 - 09.2010
- Built and maintained customer trust through proactive service and exceptional follow-up, resulting in increased repeat business.
- Led training, coaching, and management of front office staff, ensuring adherence to department policies, and delivering consistent service excellence.
- Played a key role in recruiting and hiring qualified candidates to meet front office staffing needs.
- Managed scheduling and payroll processing for front office staff in alignment with department and union guidelines.
- Served as Manager on Duty, taking charge of hotel operations and guest satisfaction.
- Audited associate banks to ensure accuracy and compliance.
Assistant Director of Telecommunications
The New York Palace Hotel
05.2007 - 10.2008
- Directed telecommunications operations in a prestigious AAA 4-Diamond luxury hotel, overseeing the delivery of seamless telecommunication services to guests and staff.
- Managed and led a diverse team of 25 union employees, including Guest Service Supervisors, Telephone Operators, and Network Technicians, ensuring adherence to hotel policies, procedures, and luxury service standards.
- Conducted comprehensive service audits across all telecommunications touchpoints, ensuring the consistent delivery of world-class, 4-diamond level guest experiences.
- Oversaw and maintained the hotel's extensive telecommunication systems, which included in-room phones, guest faxes, and a complex network of 500 Nextel lines, as well as telecom and data infrastructure for operational continuity and guest satisfaction.
- Provided hands-on training and coaching to team members to foster an environment of excellence and maintain high service standards in a high-demand luxury setting.
Welcome Desk Talent Coach
Starwood Hotels and Resorts
04.2004 - 05.2007
- Assisted in recruiting and selecting highly qualified candidates to join the Welcome Desk team.
- Led and developed a team of 60 union employees, overseeing training, scheduling, and payroll to maintain smooth operations and a high-performance culture.
- Monitored guest satisfaction metrics and addressed escalated concerns to ensure exceptional guest experiences aligned with W brand standards.
- Regularly served as Manager on Duty, providing leadership and support across departments to uphold service excellence.
- Supervised Bell and Doorman teams, as well as Concierge and Front Desk staff ensuring seamless arrivals, departures, and overall guest flow within the hotel.
- Collaborated closely with the Sales team to coordinate and personalize service for high-profile clients, VIPs, and special events.
- Conducted regular service audits to maintain brand consistency and elevate the guest experience across all touchpoints.
Assisttant Housekeeping Manager
Marriott International
08.1999 - 04.2004
- Recognized as an employee recognition champion, fostering a positive and motivating work environment.
- Assisted in supervising a team of 380 housekeeping staff, overseeing training, quality assurance, performance evaluations, supply management, and conflict resolution.
- Manage and coordinate daily activities of housekeeping staff, ensuring that guest rooms, public spaces, and back-of-house areas are cleaned and maintained to Marriott’s high standards.
- Conduct regular inspections of guest rooms, corridors, and common areas to ensure cleanliness and adherence to hotel standards. Address any deficiencies by providing direct feedback to housekeeping staff.
- Ensure that guest requests for special housekeeping services (e.g., extra amenities, turndown service, room setup etc.) are met in a timely manner.
Education
Master of Science - Organizational Leadership
Fairleigh Dickinson University
Teaneck, NJ04-2017
Bachelor of Science - Human Resources Management
Berkeley College
New York, NY05-2010
Skills
- Scheduling Staff
- Labor Management
- Staff Leadership
- Sanitation Standards
Timeline
Food & Beverage Operations Manager
Marriott International
04.2024 - Current
Manager, Environmental Services
Memorial Sloan Kettering
05.2015 - 06.2017
Director of Hotel Operations
Marriott International
03.2013 - 05.2015
Resident Service Specialist
Related Management
09.2010 - 10.2012
Assistant Director of Front Office
Courtyard by Marriott
07.2008 - 09.2010
Assistant Director of Telecommunications
The New York Palace Hotel
05.2007 - 10.2008
Business Manager
Coffee & Cornbread
02.2007 - 08.2024
Welcome Desk Talent Coach
Starwood Hotels and Resorts
04.2004 - 05.2007
Assisttant Housekeeping Manager
Marriott International
08.1999 - 04.2004
Master of Science - Organizational Leadership
Fairleigh Dickinson University
Bachelor of Science - Human Resources Management
Berkeley College
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