PaaNii Yemoh
Plainsboro,USA
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
8
8
years of professional experience
Work History
Senior Rooms Operations Manager
Princeton Marriott at Forrestal
07.2024 - Current
- Assist General Manager and Director of Operations in yearly Brand Standard Audit.
- Cultivate and strengthen lasting client relationships using strong issue resolution and dynamic communication skills.
- Implement business strategies, increasing revenue, and effectively targeting new markets.
- Empower employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervise operations staff and kept employees compliant with company policies and procedures.
- Manage budgets effectively, consistently delivering projects on-time and within financial constraints.
- Conduct regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Manage inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Develop and maintain relationships with external vendors and suppliers.
- Enhance customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyze and report on key performance metrics such as Digital Guest Experience platforms to senior management.
- Develop and implement strategies to maximize customer satisfaction.
- Direct initiatives to improve work environment, company culture or overall business strategy.
- Spearhead process improvements, resulting in increased productivity and reduced operational costs.
- Analyze data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
Rooms Operations Manager
Bridgewater Marriott
10.2022 - 07.2024
- Review postings, charges and coordinate with accounting department to make sure postings and charges are correct.
- Implement service recovery policies to ensure guests satisfaction
- Reviewing and balancing hotel inventory to ensure all room types are updated with correct numbers being sold.
- Facilitated smooth collaboration between departments through clear communication channels.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Increased profit by streamlining operations.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Operations Manager
Marriott International Element Hotel
02.2021 - 10.2022
- Manage the front office, housekeeping, maintenance and food and beverage operation of the hotel through the direct supervision of the General Manager.
- Lead the development, implementation, and monitoring of capital and operational budgets for the hotel which support the overall objectives of the company.
- Manage the direct sales activities of the hotel in partnership with the hotel's Director of Sales to uncover the appropriate demand located in the hotel's trade area.
- Create processes and procedures to ensure the hotel is properly supplied with all guest amenities, all food and beverage outlets are meeting guest expectations, and the hotel is properly maintained and clean.
- Manage the overall seasonal demand strategy in partnership with the hotel's Regional Revenue Manager with regards to room type and length of stay pricing.
- In partnership with the hotel's assigned General Ledger Accountant and in accordance with company rules and policies, ensure the proper process is in place to manage and report the inflow of money in and out of the hotel.
- Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
- Prepare associate weekly schedule according to the business forecast, payroll, and budget and productivity requirements.
Guest Services/Night Auditor
Marriott International Element Hotel
09.2020 - 03.2021
- Greeted customers immediately with a friendly and sincere welcome. Used a positive and clear speaking voice, listened to, and understood requests, responded with appropriate action and provided accurate information such as outlet hours and local attractions.
- Promptly answered the telephone using positive and clear communication. Input messages into the computer. Retrieved messages and communicate the content to the guest. Retrieved mail, small packages and facsimiles for customers as requested.
- Closed guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiated compromise, which included authorizing revenue allowances.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Physical Therapy Intern
Jersey Physical Therapy
12.2016 - 05.2017
- Maintained a high level of proficiency with rehabilitation equipment setup, maintenance, and usage for optimal results during therapy sessions.
- Increased patient satisfaction through empathetic communication and active listening skills.
- Assisted in developing targeted home exercise programs to maximize patient adherence and recovery.
- Streamlined documentation processes, maintaining accurate and timely records of patient progress.
- Coordinated scheduling with patients and staff members for efficient time management within the clinic setting.
- Actively sought feedback from supervising therapists regarding clinical performance, leading to consistent professional growth and improvement.
Education
No Degree - Exercise Science
Rutgers University
New Brunswick, NJAssociate of Science - Exercise Science
Mercer County Community College
West Windsor, NJ05-2017
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Planning and implementation
- Employee relations and conflict resolution
- Decision-making
- Project management
- Performance monitoring
- KPI tracking
- P&L management
- MS office
- Strategic planning
- Customer relationship management (CRM)
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Guest Satisfaction goal by introducing Salesforce GXP and QPower for reporting issues, tracking issues, following up with customers and implementing service recovery plans
- Earned the Department of the Quarter Award in Q4 2024 for increasing Elite Appreciation, Staff Service and Intent to Recommend scores for Year 2024
Affiliations
- National Society of High School Scholars
- Marriott Next Generation New Jersey Business Council
Timeline
Senior Rooms Operations Manager
Princeton Marriott at Forrestal
07.2024 - Current
Rooms Operations Manager
Bridgewater Marriott
10.2022 - 07.2024
Operations Manager
Marriott International Element Hotel
02.2021 - 10.2022
Guest Services/Night Auditor
Marriott International Element Hotel
09.2020 - 03.2021
Physical Therapy Intern
Jersey Physical Therapy
12.2016 - 05.2017
No Degree - Exercise Science
Rutgers University
Associate of Science - Exercise Science
Mercer County Community College