PATRICK TONG
Director Of Services
Seattle,WA
Summary
Director level candidate with 6 years of experience in operations within the hospitality industry. Experienced in working in luxury hotels as the "go-to" person for the entire property. Experienced in managing 3 different departments simultaneously - Front Desk, PBX & Housekeeping. Results-driven and passionate about leading teams to improve customer experience and increase employee satisfaction while maximizing the financial performance of the department. Experienced in managing 50+ teams of operations relating to multiple departments.
Overview
6
6
years of professional experience
Work History
Director of Services
W Hotels - Marriott International, Inc.
Seattle, WA
11.2022 - Current
- Key Achievement: Met House Profit Key Metric at 100.7% for the entire year of 2022 by achieving Total Hotel Revenue to budget.
- Project Management: Collaborated with rooms division leaders to launch destination fee for the property, projecting in over $1,000,000 in revenue yearly.
- Project Management: Implemented addition of Residential Bath Amenities in all 424 guest rooms in the property, and delivered with-in budget on desired outcomes; full accountability for project results.
- Increased primary metrics (ITR, Staff Service, Cleanliness, Elite Appreciation, M&U) in rooms division by a minimum of 5%, beating previous year benchmark and surpassing current key contributor goals.
- Conduct 4+ monthly employee evaluations, ensuring 100% of brand standards are met and all employees are provided with the support required to thrive.
- Oversee and analyze departmental budget of over $500,000 divided amongst total controllable & wages
Rooms Operations Manager
W Hotels - Marriott International Inc.
Seattle, United States
09.2021 - 11.2022
- Key Achievement: Awarded “ People First Award” by being the sole operations manager on property and managing 3 different departments. Developed various projects and mentored agents.
- Project Management: Implemented Housekeeping Ordinance via Seattle Municipal Code. Ordinance allowed for property to operate at 100% occupancy, simultaneously saving on operations cost + avoiding lost revenue.
- Reduce negative guest reviews and minimized guest compensation by being proficient in de-escalation, and handling customer complaints proficiently even under extreme pressure.
- Assessed skill gaps of over 25 trainees and creating a work plan for improvement whenever necessary.
- Established positive and effective communication among different internal departments, reducing miscommunications, and missed deadlines.
Front Desk Supervisor
W Hotels - Marriott International Inc.
Seattle, United States
06.2017 - 09.2021
- Trained in balancing hotel room inventory, and experienced in problem-solving skills to find unique resolutions to various guest circumstances.
- Oversaw over 300 guest registration daily reservations with focus on quality, and personality.
- Sought & accepted responsibilities on 8 key programs such as Lightspeed, Micros, CI-TY, MARSHA, CTAC, Sonifi, VISI, Galaxy, that are valuable components to all departments across the property.
- Balanced hotel rooms inventory, ensuring 100% of incoming high-profile guests received upgraded rooms.
Education
Bachelor of Arts - Digital Media & Communications
University of Washington
Seattle, WA 09.2017 - 2021.03
Skills
Emotional Intelligence & Empathy
undefinedTimeline
Director of Services
W Hotels - Marriott International, Inc.
11.2022 - Current
Rooms Operations Manager
W Hotels - Marriott International Inc.
09.2021 - 11.2022
Bachelor of Arts - Digital Media & Communications
University of Washington
09.2017 - 2021.03
Front Desk Supervisor
W Hotels - Marriott International Inc.
06.2017 - 09.2021
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