Secret Lackland
Memphis,TN
Summary
Knowledgeable Hotel Management with over 6 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents. Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
20
20
years of professional experience
Work History
Operations Manager
Courtyard by Marriott
Memphis, TN
03.2021 - Current
- Verified customer credit to establish payment method for accommodations.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Developed marketing plans in collaboration with sales team members to promote hotel services.
- Reviewed employee performance evaluations on a regular basis to identify areas needing improvement.
- Monitored hotel operations to ensure compliance with safety regulations, policies, and procedures.
- Collaborated with other departments to coordinate service delivery across the organization.
- Coached staff on strategies to enhance performance and improve customer relations.
- Delegated work to staff, setting priorities and goals.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Oversaw recruiting, interviews and new employee hiring.
- Implemented operational changes as needed in order to maximize efficiency of hotel operations.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Responded to and resolved guest issues or complaints.
- Established successful employee turnover and retention strategies to improve culture and boost employee experience and business outcomes.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, special requests and operational challenges.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assisted guests at check-in, providing information on various services within hotel.
- Handled guest complaints and offered complimentary services for hardship cases.
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
- Analyzed customer feedback data from surveys and implemented necessary changes accordingly.
- Organized promotional events to increase brand recognition and attract new customers.
- Resolved customer complaints in an efficient manner in order to maintain high standards of hospitality services.
- Optimized room rates to gain maximum occupancy figures, improving revenue growth and increasing market share.
- Made recommendations for salary and wage increases based on performance reviews.
- Ensured all staff members had appropriate training and development opportunities.
- Handled administrative duties such as preparing payrolls and managing staff schedules.
- Oversaw reservations received from direct calls and provided room availability information.
- Scheduled space or equipment for special programs, meetings and conferences.
- Maintained accurate records of financial transactions and monitored budget performance.
- Administered new hire paperwork and maintained employee files.
- Managed labor and property expenses to achieve maximum flow-thru to bottom line.
- Assisted the Hotel Manager in developing and implementing effective strategies for improving guest satisfaction.
- Coordinated weekly staff schedule to accommodate ongoing and seasonal needs of hotel.
- Inspected hotel rooms and public spaces to determine cleanliness and need for room updates.
- Prepared reports on occupancy levels, revenue projections, staffing needs.
- Completed day-to-day duties accurately and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Understood and followed oral and written directions.
Night Auditor
Marriott
Memphis, TN
10.2003 - Current
- Greeted guests upon check-in and provided detailed information about the hotel services.
- Answered incoming calls promptly while maintaining courteous telephone etiquette.
- Assessed checklist on daily basis and planned shift accordingly.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Ran end-of-day computer functions and closed out reports, submitting details to GM for review.
- Performed balance procedures for hotel accounts and resolved discrepancies.
- Verified accuracy of room rates and discounts applied to accounts.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Completed end-of-shift paperwork such as incident reports and cash reconciliations.
- Assisted guests at check-in, providing information on various services within hotel.
- Resolved billing disputes in an efficient manner while keeping customer satisfaction as top priority.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Verified customer credit to establish payment method for accommodations.
- Completed nightly updates to hotel rates and individual room charges.
- Issued room keys and escort instructions to bellhops.
- Maintained well-stocked and presentable complementary food and beverage station.
Housekeeping Supervisor/Guest Service Representative
Residence Inn Marriott
Southaven, MS
10.2019 - 03.2021
- Verified each completed room against standard plans to maintain consistency.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Performed periodic deep cleaning tasks in order to maintain high hygiene standards.
- Enforced rules and regulations set forth by management regarding health, safety and security policies.
- Checked inventory for required supplies and made lists for needed cleaning products.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Inventoried incoming supplies and placed items in stock for use by personnel.
- Established effective communication between team members in order to foster a positive work environment.
- Prepared work schedules for associates to promote proper staffing levels.
- Ensured that all safety protocols were followed by staff when using equipment such as vacuums or chemicals.
- Coordinated with other departments within the hotel to ensure a smooth flow of operations.
- Provided feedback on employee performance, identifying areas of improvement while recognizing successes.
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
- Communicated with maintenance team on damages to repair.
- Delegated work to staff, setting priorities and goals.
- Practiced safe work habits and wore protective safety equipment.
- Monitored cleanliness of lobby, swimming pool and other common areas.
- Explained goals and expectations required of trainees.
- Recruited and hired workers, in addition to supervising and monitoring daily performance.
Guest Services Supervisor
Holiday Inn Memphis Downtown
Memphis, TN
04.2017 - 08.2019
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Worked directly with regional sales office to coordinate sales and marketing and meet occupancy objectives.
- Input and confirmed reservations for guests.
- Posted appropriate room charges to collect balances due from customers.
- Coordinated with other departments like housekeeping and maintenance to ensure timely completion of tasks.
- Provided training and guidance to all team members in customer service best practices, policies, and procedures.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Delegated work to staff, setting priorities and goals.
- Assessed staffing requirements based on occupancy forecasts and scheduled shifts accordingly.
- Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, departures, and special requests from guests.
- Managed the front desk operations by overseeing check-ins and check-outs, cash handling procedures.
- Coached staff on strategies to enhance performance and improve customer relations.
Operations Manager
Holiday Inn Express Hotel
Memphis , TN
08.2014 - 05.2016
- Collaborated with team leaders on quality audits.
- Handled guest complaints and offered complimentary services for hardship cases.
- Monitored inventory levels of supplies such as linen, amenities to ensure adequate availability of items at all times.
- Established successful employee turnover and retention strategies to improve culture and boost employee experience and business outcomes.
- Handled guest complaints professionally and efficiently.
- Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
- Organized special events such as conferences or meetings in the hotel premises ensuring smooth running of activities according to plan.
Education
Bachelor of Science - Business Administration And Management
Strayer University
Memphis, TN05-2018
Skills
- Labor Relations
- P&L Management
- Inventory Management
- Contract Management
- Customer Service
- Staff Management
- Budgeting and Cost Control
- Team Leadership
- Project Leadership
Timeline
Operations Manager
Courtyard by Marriott
03.2021 - Current
Housekeeping Supervisor/Guest Service Representative
Residence Inn Marriott
10.2019 - 03.2021
Guest Services Supervisor
Holiday Inn Memphis Downtown
04.2017 - 08.2019
Operations Manager
Holiday Inn Express Hotel
08.2014 - 05.2016
Night Auditor
Marriott
10.2003 - Current
Bachelor of Science - Business Administration And Management
Strayer University
Similar Profiles
Jenina DayaoJenina Dayao
Hotel Night Auditor at Marriott International, Inc. Courtyard by MarriottHotel Night Auditor at Marriott International, Inc. Courtyard by Marriott
James F. BrockingtonJames F. Brockington
Dual Chief Engineer, Task Force. at Residence Inn by Marriott & Courtyard by Marriott.Dual Chief Engineer, Task Force. at Residence Inn by Marriott & Courtyard by Marriott.
Imani LewisImani Lewis
Houseman/Housekeeper at Courtyard by Marriott-Larkspur, CAHouseman/Housekeeper at Courtyard by Marriott-Larkspur, CA
Josh S. GlendinningJosh S. Glendinning
Conference Sales Executive at Crowne Plaza Macquarie Park (Formerly Courtyard by Marriott)Conference Sales Executive at Crowne Plaza Macquarie Park (Formerly Courtyard by Marriott)
Jamarr D. StackensJamarr D. Stackens
Personal Security Specialist at Jerry Lee LewisPersonal Security Specialist at Jerry Lee Lewis