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
Newark, NJ
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
Montclair, NJ
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
New York, NY
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
New York, NY
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
New York, NY
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
New York, NY
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
New York, NY
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
New York, NY
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
New York, NY
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