Nakia Acoff
Chicago,IL
Summary
Experienced hospitality operations leader with 15+ years in multi-unit management, labor scheduling, inventory control, and guest service. Skilled in budgeting, cost control, staff training, and resolving issues in fast-paced airport environments.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Assistant General Manager
Hyde Park Hospitality
Chicago, Illinois
08.2024 - Current
- Supported daily hospitality operations across Hyde Park Hospitality guest service areas.
- Ensured efficient staffing for airport lounge, facilitating smooth operations and guest satisfaction.
- Coordinated airport lounge staffing and scheduling to ensure optimal coverage and service delivery
- Oversaw daily hospitality operations across Hyde Park Hospitality guest service areas
- Monitored food and beverage service for cleanliness and presentation.
- Assisted front-line associates with service standards and workflow direction.
- Supported front-line associates with service standards and workflow guidance
- Handled guest concerns with professional communication and follow-up
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Ensured that customer service standards were met or exceeded at all times.
- Trained team members on hospitality tasks and workplace expectations
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Partnered with managers to enforce safety and service procedures
- Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
- Managed daily operations of the store, including scheduling and supervising staff.
- Motivated and led team members to work together to achieve targets.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Prepared weekly schedules for staff members based on their availability.
- Tracked inventory levels and ordered new stock when necessary.
- Managed and mentored staff to execute operational directives effectively while maintaining productivity and accuracy
- Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
- Controlled business inventory to keep numbers beneath targets through expert oversight and usage monitoring.
- Helped the team develop specialized projects, events and promotions.
- Implemented safety protocols to protect both customers and employees from potential hazards.
- Met business targets with streamlined operations strategy.
- Fostered performance-oriented environment that promoted team collaboration and personal accountability
- Met business targets with streamlined operations strategy.
- Fostered performance-oriented environment that promoted team collaboration and personal accountability
Multi-Unit Manager
HMS Host International
Lake Forest, Illinois
03.2010 - 08.2025
- Directed multi-unit food and beverage operations across HMSHost airport locations
- Managed daily staffing, scheduling, and labor planning for travel center teams
- Trained managers on service standards, food safety, and guest recovery
- Reviewed sales, expense, and inventory reports for HMSHost restaurant units
- Coordinated vendor orders, stock levels, and receiving processes across locations
- Enforced compliance with health, safety, and brand procedures in each unit
- Supported hiring, coaching, and performance reviews for frontline and supervisory staff
- Resolved guest concerns and operational issues in fast-paced airport environments
- Directed the recruitment process for new hires across multiple locations; conducted interviews and background checks.
- Reviewed monthly financial statements from each unit; tracked spending trends over time to identify potential cost savings opportunities.
- Conducted regular inspections of units to ensure cleanliness, safety standards were met according to local laws and regulations.
- Investigated customer complaints related to product quality or service issues at any given store location.
- Collaborated with regional managers to ensure compliance with company policies and procedures in all units.
- Developed and implemented strategies to improve financial performance, customer service, and operational efficiencies across multiple locations.
- Analyzed sales data from individual stores to identify areas of improvement and develop action plans for growth.
- Mediated conflicts to ensure satisfaction and foster a collaborative environment. between customers, vendors, and team members while ensuring satisfaction of all parties involved.
- Negotiated contracts with vendors for goods or services used by multiple stores.
- Provided guidance on pricing structures for products sold in various stores based on market conditions.
- Assisted in developing marketing campaigns tailored specifically to different regions or demographics.
- Maintained accurate records of employee attendance and absences along with other HR-related documents.
- Monitored daily operations of multiple locations including scheduling shifts for staff members.
- Trained and coached store managers on best practices for personnel management, customer relations, inventory control, merchandising techniques, and store operations.
- Created weekly reports tracking key metrics such as sales volume, profit margins, payroll costs, labor hours worked.
- Oversaw training programs designed to educate staff on proper cash handling procedures.
- Identified opportunities for cross-selling products across multiple locations.
- Analyzed consumer feedback surveys from customers across different markets to determine areas of improvement.
- Delegated responsibilities to ensure efficient workflow and project completion. and monitored performance of project personnel.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Reviewed completed work to verify consistency, quality, and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Education
Master of Science - Business
Illinois State University
Normal, IL06-2007
Skills
- Operations management
- Multi-unit operations
- Labor scheduling
- Inventory control
- Budgeting and cost control
- Budget tracking
- Food safety
- Guest service
- Vendor management
- Staff training
- Training development
- Operational leadership
- Operational management
- Team management
- Team leadership
- Process improvements
- Financial oversight
- Attention to detail
- Critical thinking
- Conflict resolution
- Professional communication
Certification
- Serve safe Manager Certificate
- Bassett Certification
- Serve safe Proctor
Timeline
Assistant General Manager
Hyde Park Hospitality
08.2024 - Current
Multi-Unit Manager
HMS Host International
03.2010 - 08.2025
Master of Science - Business
Illinois State University