Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nekayah Williams

Camden,NJ

Summary

Dynamic and results-oriented hospitality leader with over 20 years of experience in hotel operations and management, currently serving as Director of Front Office. Proven track record of success in high-impact leadership roles, including Assistant General Manager, with expertise spanning full-service and extended stay properties. Led two complete property renovations while consistently achieving and surpassing company goals, revenue targets, and budget expectations. Demonstrated excellence in maintaining brand standards and year-over-year success in Brand Standard Audits (BSA). Recognized for elevating guest satisfaction, optimizing payroll and operational efficiency, and building high-performing teams. Extensive experience at TPG Hotels & Resorts, known for delivering exceptional service and driving repeat business through a motivated and service-focused team culture.

Overview

9
9
years of professional experience

Work History

Director of Front Office

TPG Hotels & Resorts
05.2021 - Current
  • Streamlined front office operations by implementing efficient systems and processes.
  • Promoted a positive work environment, fostering strong relationships among team members.
  • Monitored and assessed service and satisfaction trends, evaluated and addressed issues and made improvements accordingly.
  • Developed front-office programs that boosted morale and encouraged team to deliver exceptional service and cost control.
  • Conducted thorough employee evaluations, identifying opportunities for professional growth and development.
  • Established clear expectations for staff performance through clear documentation of policies and procedures.
  • Participated in strategic planning sessions to align front office goals with overall hotel objectives.
  • Played an instrumental role in driving repeat business through outstanding customer service delivery.
  • Collaborated closely with other department heads to ensure seamless coordination of guest services across all areas of the hotel.
  • Assisted in the development of marketing initiatives to drive increased revenue from reservations and upsells.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Developed detailed plans based on broad guidance and direction.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Optimized room inventory management, ensuring maximum occupancy while minimizing overbooking situations.
  • Oversaw financial management for the front office, including budgeting, forecasting, and expense tracking.
  • Improved internal communication channels by introducing regular meetings between front office staff members at all levels of seniority.
  • Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment and hotel experience.

Assistant General Manager

Ambridge Hospitality
03.2018 - 05.2021
  • Handled cash accurately and prepared deposits.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
  • Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
  • Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
  • Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
  • Implemented staff training programs that improved service quality and increased customer loyalty.
  • Managed scheduling and payroll, optimizing labor costs while maintaining staff satisfaction.
  • Resolved customer complaints with professionalism, restoring trust and loyalty.
  • Led team to achieve record-high customer satisfaction scores through dedicated service and attention to detail.
  • Conducted regular competitor analysis to stay ahead in market trends and offerings.

Assistant Front Office Manager

Embassy Suites
02.2016 - 02.2018
  • Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
  • Balanced daily cash transactions, accurately maintaining financial records for the front office department.
  • Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
  • Managed room inventory to optimize revenue opportunities during high-demand periods.
  • Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
  • Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
  • Drafted employee work schedules to fill coverage gaps.
  • Ensured accurate billing procedures were followed consistently by front desk staff members.
  • Increased repeat business through personalized guest interactions and exceptional service delivery.
  • Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
  • Served as floating manager-on-duty, MOD, to cover shift shortage.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Trained new-hires on [type] procedures to better service customers.
  • Coached employees through day-to-day work and complex problems.

Education

High School Diploma -

Camden High School
Camden, NJ
06-2002

Skills

  • VIP guest handling
  • Front office operations
  • Guest satisfaction tracking
  • Staff training and development
  • Payroll and budgeting
  • Time management
  • Managing operations and efficiency

Timeline

Director of Front Office

TPG Hotels & Resorts
05.2021 - Current

Assistant General Manager

Ambridge Hospitality
03.2018 - 05.2021

Assistant Front Office Manager

Embassy Suites
02.2016 - 02.2018

High School Diploma -

Camden High School

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