Results-driven Hotel Operations Manager with a track record of unparalleled productivity and excellent customer service. Specialized skills include leadership, problem solving, team building, management, process optimization, and project management to ensure seamless operations and positive team dynamics.
Hi, I’m
Orlando Barnett-Gunter
Virginia,VA
Summary
Overview
21
years of professional experience
Work History
JW Marriott - Essex House, New York, NY
Operations Manager (Housekeeping)
01.2018 - 01.2020
Job overview
- Directed a team of 25-30 room attendants, housemen, and valet attendants to deliver efficient hotel operations.
- Facilitated seamless coordination between multiple departments, leading to improved guest satisfaction and overall experience
- Managed training sessions to guarantee that staff adhered to job safety, sexual harassment, and room cleanliness protocols.
- Successfully resolved time-critical guest requests, complaints, and challenges, ensuring customer satisfaction and loyalty.
- Prevented discrepancies by diligently monitoring and inspecting VIP, Titanium, Plat, and other Elite rooms.
- Implemented effective systems that enhanced housekeeping and hotel operations, leading to a decrease in guest complaints and improved team member accountability.
- Enhanced deliverable quality and achieved targets by conducting staff meetings, developing team capabilities, assigning tasks efficiently, and offering guidance.
- Utilized audit and inspection techniques to uphold hotel policies and standards, successfully preempting challenges.
- Coordinated with the Front Desk and Food and Beverage teams for booking luxury suites and exceptional in-room dining experiences.
- Ensured exceptional guest service by motivating, leading, coaching, and managing Room Attendants.
Hotel Belleclaire, New York, NY
Guest Services Agent/Assistant Manager on Duty (MoD)
01.2017 - 01.2018
Job overview
- Kept clientele happy by strategically managing all overnight hotel operations, including providing guest security and safety, preparing management / operations reports for General Manager (GM), balancing / preparing reports from mini bar and private / VIP guests and running EOD functions
- Balanced cash drawers, recorded receipts and oversaw complicated accounts
- Improved guest experience and promoted guest satisfaction through communication of systems and protocols with key departments and making special arrangements for VIP guests
- Ensure excellent customer service is provided to all guest throughout their stay
- Review VIP reservations, amenity orders and resumes for incoming and in-house guests and communicate with other departments to ensure proper handling of guests.
Amazon- DLD7
Operations Manager
01.2021 - Current
Job overview
- Oversee vest inventory for the station to ensure Flex Delivery Partners have safety vest on arrival at station
- Drive improvements in IAQ metrics with our Delivery Service Partners (DSP) to enhance customer experience
- Use data and analyze DSP and Driver concessions trend and report findings to station and DSP leadership to ensure compliance
- Drives Business results by continuously monitoring the performance, cost and promote recognition for desired behaviors
- Influences business results by building and maintaining cross-functional partnerships with Human Resources, Safety & ACES, Loss Prevention and Support Teams
- Actively identifies barriers to performance and uses available cross-functional resources to help diagnose issues and remove barriers to enhance productivity
- Leverages financial reports and business data to support decisions that positively impact station’s KPI
- Collaborate with our Learning and Development Team to retain Associates on safety and other areas to drive success
- Managed Driver Engagement Budget $30,000USD
- Proactively identifies new ways to improve station staffing productivity and overall branch efficiencies
- Drives Associate Engagement by empowering others to make decisions and take ownership
- Demonstrates servant leadership by putting Associate’s need first, building and maintaining trusted partnership with DSP
- Decreased RTS DPMO to 1,900 or lower 8 weeks in a row and has consistently superseded benchmark goal of 2,500
- Outperformed FH counterpart by 49% in wk40; 49% in wk41; 37% in wk42; 44% in wk43 and 75% in wk49 with a DPMO of 1,468
- Led the charge in decreasing and maintaining the PNOV DPMO metric by achieving network goal (under 500) weekly for 5 consecutive months by gathering the necessary information to communicate to UTR partners on mis-sort opportunities and implement best practices to ensure packages are in the right tote for the drivers to deliver
- As the station’s BH Load Out Area Manager, despite station having beacon issues I have managed to score a 95% or higher on OTD
- In week 45, I scored 99% OTD, the highest the station has seen in over 4 months then 100% in week 13.
Sandals & Beaches Resorts, Jamaica
Director of Choreography & Production
01.2010 - 01.2013
Job overview
- Developed entertainment packages for various customers (Sesame Street, PGA Golf Tournaments and World Star Awards) by hiring / training staff and leading regional team of 12 managers and 60 staff
- Recruit, Interview, Hire and Train team members
- Made certain entertainment product was aligned with company’s brand and standards by communicating with regional GMs and Hotel Mangers
- Toured the operating departments daily with Hotel Manager or GM to ensure smooth operation and staffing in all areas and make necessary adjustments needed with department heads
- Attend operational line ups once per week and meet with department heads to ensure they don’t exceed budget
- Conduct weekly managers meeting, including bi-weekly training secessions and review weekly “Voice of the Guest” reports
- In public areas during peak times greeting guests, speaking with return guests while assisting the Front Desk and Welcome Team remove barriers
- Ensure the cleanliness and maintenance of the physical property through weekly inspections and preventative maintenance programs with department heads.
Amazon- DDP7/DDP5
Operations Manager
01.2020 - 01.2021
Job overview
- Collaborate with RME Maintenance Team to enhance visual appearance and ensure area readiness and 5s compliance
- Develop, manage and execute DSP/DA engagement active
- Improved the FLEX AIAO from 32% to 80% and contributed to the decrease in RTS DPMO metric to an average 3k making us the best in Philly-Metro
- Launched Glamzaon and led 18 different diversity and inclusion programs during Pride month which gained the attention of Dave Alperson, Vice President of AMZL
- Partnered with WFS on community engagement activities to help recruit LGBTQIA+ individuals to work within delivery stations and Wholefood’s locations across Philly-Metro/NJ Metro
- Executed short and longer performance goals developed my Regional L7 Operation Leader
- Engage with Station Operations Managers across 5 delivery stations to ensure DEI champions are in place to help support the launch of the different affinity groups
- Partnered with L7 Operations Manager to develop skill-based training for associates, managers and shift assistants
- Partnered with Regional L7 to ensure daily engagements are done across the philly-metro and provide support to L6 Operations Managers on engagement activities for DSPs and DAs.
Grand Lido Braco Resort /Sunset Jamaica Grande Resort, Jamaica
Entertainment Coordinator
01.2004 - 01.2006
Job overview
- Delivered memorable customer experience by leading 9 coordinators in staging of “Dance Vibration” and “Ms
- Sunset 4th of July Competition,” performing entertainment activities and socializing with hotel guests
- Developed and managed production budgets of $1.2 Million JMD.
Education
Edna Manley College of the Visual and Performing ArtsKingston, Jamaica
Bachelor of Fine Arts (BFA)
University Overview
Skills
- Operations Management
- Customer Service Management
- Leadership
- Facilities Management
- Communication
- Data Analysis
- Performance Monitoring
- Partnership Building
- Learning and Development
- Safety Management
- Diversity and Inclusion
- Event Planning and Execution
- Housekeeping Operations
- Guest Relations
- VIP Guest Management
- Hotel Operations Management
- Inspection and Auditing
- Performance reporting
- Decision-Making
- Project Management
- Process Improvements
- Logistics Oversight
- Incidents management
- Interpersonal Communication
- Client Relations
- Client Relationships
Professional Development
Professional Development
- Foundations of Leadership, Marriott, 2020
- New York City Sexual Harassment Training, Marriott, 2019
- Foundations of Cleaning, Marriott, 2019
- Interviewer Certification, Marriott, 2019
References
References
References available upon request.Timeline
Operations Manager
Amazon- DLD7
01.2021 - Current
Operations Manager
Amazon- DDP7/DDP5
01.2020 - 01.2021
Operations Manager (Housekeeping)
JW Marriott - Essex House, New York, NY
01.2018 - 01.2020
Guest Services Agent/Assistant Manager on Duty (MoD)
Hotel Belleclaire, New York, NY
01.2017 - 01.2018
Director of Choreography & Production
Sandals & Beaches Resorts, Jamaica
01.2010 - 01.2013
Entertainment Coordinator
Grand Lido Braco Resort /Sunset Jamaica Grande Resort, Jamaica
01.2004 - 01.2006
Edna Manley College of the Visual and Performing Arts
Bachelor of Fine Arts (BFA)
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