Shanoughta McClain-Moore
Dolton,IL
Summary
Hospitality management professional with extensive experience in event execution and team leadership. Known for exceeding operational metrics and enhancing customer satisfaction through effective problem-solving and strategic upselling, ready to deliver exceptional results as a Sales Catering Executive.
Overview
10
10
years of professional experience
Work History
Event Manager
Westin chicago river north
Chicago
08.2022 - Current
- Conducted site inspections for clients pre- and post- contract phase
- Ensure seamless experiences for event guests through collaboration and effective communication with other departments
- Greet clients onsite and introduce them to the Event Operations team for execution of their event
- Conduct pre- and post-conference meetings to review group’s needs and expectations
- Exceeded Banquet/Catering sales revenue budget of $40k+ through upselling products and services
- Targeted social groups (wedding parties, corporate events) to increase revenue by offering onsite meeting rooms for meet and greets, brunch, and pre-dinner functions with food and beverage
- Manage billing and ensure accuracy by conducting a bill review prior to processing the final bill
- Proactively and reactively responded to guests’ feedback
- Resolved guest and client issues through effective communication and problem-solving strategies.
- Followed up with clients post-event, enhancing event satisfaction scores and gathering feedback through surveys
- Driving customer retention and repeat client business
Rooms Operations Manager
Westin chicago river north
Chicago
06.2021 - Current
- Exceeded operational metrics in the Front Office, including Intent to Recommend, Elite Appreciation and Staff Service Overall in 2021
- Led team of 25+ in non-union/union environment
- Rebuilt and trained Front Desk team to enhance service delivery
- Champion Breakthrough Leadership Today hotel-wide to assist hotel leaders in focusing, achieving and sustaining measurable goals
- Managed schedules for Front Office to minimize penalty pay while ensuring compliance with Chicago’s Fair Work Week ordinance
Assistant Director of Housekeeping
The Blackstone, AUTOGRAPH COLLECTION
Chicago
11.2019 - Current
- Led a team of 46 associates in a unionized environment
- Trained and managed employees to meet departmental and hotel standards while ensuring compliance with collective bargaining agreement.
- Inspected guestrooms and work areas, scheduled payroll, and engaged associates to maintain operational standards.
- Conducted regular departmental meetings to discuss updates and address team concerns.
- Procured supplies for department operations for department operations while ensuring adherence to budget constraints. for department while adhering to the budget and forecast
- Developed and implemented Covid-19 processes, procedures, checklists, and training to ensure safe hotel re-opening.
Rooms Manager
The Blackstone, AUTOGRAPH COLLECTION
Chicago
01.2019 - 11.2019
- Managed the overall guest experience
- Supervised the daily operation of Front Office and Housekeeping
- Collaborated with associates and departmental leaders to enhance performance of Rooms division
- Supported development and implementation of procedural changes to improve operational standards
- Maintained the flow of communication between Front Office and Housekeeping
- Oversaw the VIP process for the hotel
- Organized team engagements like Housekeeping Week and Associate Appreciation Week to foster team morale
- Participated in Continuous Improvement Committee meetings to discuss operational enhancements.
Assistant Front Office Manager
The Blackstone, AUTOGRAPH COLLECTION
Chicago
01.2017 - 03.2019
- Supervised daily operations in the Front Office
- Monitored daily selling strategy in Marsha and One Yield, collaborating with Revenue to optimize revenue performance
- Achieved and exceeded upsell goal of $45,000 per year
- Led a team of more than 25 in a unionized environment
- Responded and resolved guest experience issues, customer care surveys, Guestvoice and TripAdvisor
- Assisted in the renovation and rebranding from a Renaissance to an Autograph hotel (on time and under budget)
- Trained staff and led the team to successful Brand Standard Audits
- Executed Associate Engagement activities to foster healthy relationships and boost morale within Front Office team
- Created and oversaw incentive programs for upsells and Guestvoice/TripAdvisor contests, enhancing team motivation and service excellence
- Facilitated regular departmental meetings to discuss updates and strategies
- Trained new hires and re-trained current associates
- Prepared and administered performance evaluations and disciplinary actions
- Conducted frequent one-on-one sessions with managers and associates
Front Desk Manager
The Blackstone, AUTOGRAPH COLLECTION
Chicago
11.2015 - 01.2017
- Implemented a mobile check-in process
- Revamped hotel's gift shop to enhance customer experience and drive sales
- Boosted employee engagement survey scores through targeted initiatives
- Revised and re-implemented standard operation procedures
- Evaluated employee performance on an annual basis
- Created interpersonal relationships throughout the hotel with managers and associates
Education
Bachelor of Arts (B.A.) - English
University of Illinois Urbana-Champaign
Champaign, ILSkills
- Event planning
- Customer relationship management
- Team leadership
- Problem solving
- Effective communication
- Attention to detail
- Conflict resolution
- Client engagement
- Event products and services promotion
- Menu planning
- Customer service-driven
Accomplishments
- Manager of the Quarter, 12/01/16
- Manager of the Year, 12/01/16
- Manager of the Quarter, 12/01/17
- Manager of the Quarter, 06/01/19
- Put People First Award, 2022
Timeline
Event Manager
Westin chicago river north
08.2022 - Current
Rooms Operations Manager
Westin chicago river north
06.2021 - Current
Assistant Director of Housekeeping
The Blackstone, AUTOGRAPH COLLECTION
11.2019 - Current
Rooms Manager
The Blackstone, AUTOGRAPH COLLECTION
01.2019 - 11.2019
Assistant Front Office Manager
The Blackstone, AUTOGRAPH COLLECTION
01.2017 - 03.2019
Front Desk Manager
The Blackstone, AUTOGRAPH COLLECTION
11.2015 - 01.2017
Bachelor of Arts (B.A.) - English
University of Illinois Urbana-Champaign