RYAN BROWN
Madison,USA
Summary
Dynamic and results-oriented hospitality operations leader with over 15 years of expertise in enhancing service delivery and optimizing operational efficiency across diverse hotel environments. Proficient in business practices, team development, and guest satisfaction, while fostering a positive workplace culture and a commitment to continuous improvement. Passionate about driving exceptional service delivery and customer retention, with a strategic focus on achieving operational excellence. Eager to leverage skills in a senior operations role to propel growth and success within the organization.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Front Services Manager
Caesars Virginia
04.2025 - Current
- Lead daily operations for front services departments, ensuring seamless guest arrival and departure experiences.
- Supervise, coach, and evaluate valet, bell, and front services teams to maintain exceptional service standards.
- Coordinate with other casino departments to ensure smooth cross-departmental streamlined operations and productive workflow.
- Enforce company policies related to attendance, accountability, safety, and guest service expectations.
- Resolve customer complaints in professional and timely manner.
- Partner with other casino departments to ensure smooth cross-departmental streamlined operations and productive workflow.
- Develop and maintained positive relationships with customers to build rapport and trust.
Director of Housekeeping
Kimpton Cardinal Hotel
07.2023 - 01.2025
- Oversaw all housekeeping activities to maintain high standards of cleanliness and aesthetic appeal at Kimpton Hotels & Restaurants.
- Recruited, trained, and managed a team of housekeeping staff to ensure exceptional guest experiences.
- Collaborated with various departments to deliver top-notch service and resolve guest issues promptly.
- Implemented cost-effective measures to optimize supplies and enhance guest room accommodations.
- Reviewed and update systems and supplies purchased for guest room accommodations and amenities using budgetary guidelines.
Operations Manager
The Inn at Elon
07.2021 - 07.2023
- Created and implemented methods to guarantee guests had a great experience that exceeded satisfaction expectations.
- Coordinated with human resources to interview, hire, and train hotel operations staff.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and implementing new methods to enhance operational performance and guest satisfaction.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Operations Manager
Home2 Suites by Hilton
05.2019 - 07.2021
- Supervised Front Desk and Housekeeping Teams: hiring, training and development, performance evaluations, and assisted with terminations.
- Conducted assessments to review customer satisfaction and service recovery process.
- Maintained Quality Assurance and Guest Service Survey scores within SALT Medallia.
- Assisted General Manager in the development of the hotel's annual budget.
- Managed front office using Opera PMS ensuring seamless check-ins and efficient guest services.
- Monitored the accounts receivable, accounts payable, and purchase requisitions of each department through M3 Accounting Software.
Assistant General Manager
Hyatt Place
09.2018 - 05.2019
- Directly oversaw a housekeeping, front office, and F&B team to achieve a 20% increase in guest satisfaction scores and QA inspections through enhanced training and performance metrics.
- Conducted assessments to review customer satisfaction and service recovery processes, leading to significant improved guest experiences within HySAT Medallia.
- Ensured continual compliance with brand QA standards.
- Assisted in the development of the hotel's annual budget and maintained cost control systems for staffing and inventory.
- Recruited, interviewed, hired, and trained new team members.
- Served as MOD and performed other duties requested by General Manager.
Assistant General Manager
Extended Stay America
03.2017 - 09.2018
- Led by example demonstrating self-confidence, energy and enthusiasm.
- Supervised the involvement with all associates promoting a positive work environment through teamwork, energy, enthusiasm and recognition.
- Assisted the General Manager in employee hiring, maximizing revenue, forecasting budgetary control measures, reconciling cash receipts and labor monitoring and room expense control.
- Oversaw finance and accounting functions, including accounts payable and receivable, payroll and ordering procedures, end of month reports and banking deposit procedures.
- Enforced quality assurance protocols to deliver ideal customer experiences.
Sales Manager
Flynn Furniture & Carpet Company
03.2013 - 03.2017
- Greeted and identified a client's home furnishing needs while insuring and developing a nurturing relationship.
- Answered customers' questions regarding products, prices and availability.
- Emphasized product features based on analysis of customers' needs.
- Collaborated with colleagues to exchange selling strategies and marketing information.
- Assisted in all aspects of daily showroom operations.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services by responding to all inquiries in a timely manner.
Senior Sales Executive
Case & Cushion Home Furnishings
10.2007 - 02.2013
- Provided design advice and professional recommendations to customers with excellent negotiating skills building the sale and increasing ticket sales.
- Retained customer loyalty and built new clientele daily.
- Collaborated with the General Manager in screening and interviewing new employees.
- Established ambitious sales targets, managed deployment strategies, and developed go-to-market plans to capitalize on every revenue opportunity exceeding goals.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
Front Desk Supervisor
Wingate Inn by Wyndham
02.2005 - 10.2007
- Monitored proper reservation handling and company standards from front desk staff.
- Effectively communicated and trained with team members to maintain clearly defined expectations a clean, safe, and well-ordered workplace with full compliance of company safety and health regulations.
- Prepared and reconciled detailed shift reports for daily operations and nightly financial audits.
- Epitomized quality customer service, communications and computer skills through preparation of guest's reservations and concierge services.
- Ensured optimal level of customer satisfaction monitoring and resolving guest issues immediately.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
Front Desk Agent
Hampton Inn by Hilton
07.2003 - 01.2005
- Represented office personnel and company brand as the first level of contact while greeting and welcoming guest in a friendly manner.
- Checked guests in and out efficiently.
- Provided the highest quality of service to the customer request at all times promptly and effectively handling issues.
- Balanced cash accounts and ensured that all checkout payments reconciled at the end of their shift.
- Answered multi-line phone system and enthusiastically greeted callers in accordance with standards of proper telephone etiquette.
Education
Commercial Art
Rockingham Community College
Wentworth, NCSkills
- Front Services Operations (Valet, Bell, & Transportation)
- Staff Training & Performance Management
- Safety, Compliance, & Loss Prevention
- Property Management Systems (PMS): Opera, OnQ, & RoomKey
- Customer Service Excellence
- Guest Experience & Service Recovery
- P&L Budget Management
- Housekeeping & Maintenance Oversight
- Staff Training & Performance Management
- POS & Inventory Management
Certification
- Unconscious Bias (PMI)
- Inclusive Leadership (PMI)
- Supporting Allyship and Anti-Racism at Work (PMI)
- Be The Manager People Won't Leave - LinkedIn
- Coaching & Developing Employees (HRCI & SHRM)
- Customer Service Foundation (NASBA & PMI)
- De-Escalating Conversations for Customer Service (NASBA)
- Humble Leadership: The Power of Relations, Openness, & Trust - LinkedIn
- Building Rapport with Customers (NASBA)
- How to Have Productive OneonOne Meetings - LinkedIn
- Managing a Customer Service Team – LinkedIn
- Business Operations Implementing Strategy for Results (PMI)
- Be a Better Manager by Motivating Your Team – LinkedIn
- Navigating Employee Relations as an HR Professional (SHRM)
- Business Operations: Staying Organized While Under Pressure (PMI)
- Key Account Management (NASBA)
- Operations Management Foundations – LinkedIn
- Customer Experience: Journey Mapping (NASBA)
Timeline
Front Services Manager
Caesars Virginia
04.2025 - Current
Director of Housekeeping
Kimpton Cardinal Hotel
07.2023 - 01.2025
Operations Manager
The Inn at Elon
07.2021 - 07.2023
Operations Manager
Home2 Suites by Hilton
05.2019 - 07.2021
Assistant General Manager
Hyatt Place
09.2018 - 05.2019
Assistant General Manager
Extended Stay America
03.2017 - 09.2018
Sales Manager
Flynn Furniture & Carpet Company
03.2013 - 03.2017
Senior Sales Executive
Case & Cushion Home Furnishings
10.2007 - 02.2013
Front Desk Supervisor
Wingate Inn by Wyndham
02.2005 - 10.2007
Front Desk Agent
Hampton Inn by Hilton
07.2003 - 01.2005
Commercial Art
Rockingham Community College