Sharon DaCosta
Naples,FL
Summary
Results-driven Rooms Operations Manager with a proven track record in enhancing guest satisfaction and streamlining workflows. Expertise in training program implementation and team leadership to optimize service delivery. Dynamic in fostering strong partnerships to attain organizational success.
Overview
22
22
years of professional experience
Work History
Rooms Operations Manager
JW Marriott Marco Island Beach Resort
05.2021 - Current
- Streamlined operational workflows to enhance guest service efficiency and satisfaction.
- Managed departmental budgets, ensuring cost-effective resource allocation and expenditure control.
- Led cross-functional teams in executing strategic initiatives that improved service delivery standards.
- Developed and implemented training programs for staff to elevate performance and compliance with hospitality standards.
- Analyzed guest feedback to identify areas of improvement, driving enhancements in service quality.
- Coordinated daily operations, optimizing scheduling and staffing levels to meet fluctuating demand.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Manager on Duty
Ritz Carlton Naples Beach Resort
04.2019 - 10.2020
- Supervised daily operations, ensuring high standards of guest service and satisfaction.
- Coordinated staff schedules, optimizing workforce efficiency during peak and off-peak hours.
- Implemented training programs for new employees, enhancing team productivity and performance.
- Resolved guest complaints promptly, fostering positive relationships and repeat visits.
- Monitored compliance with health and safety regulations, maintaining a safe environment for guests and staff.
- Collaborated with department heads on operational strategies to improve service delivery and efficiency.
- Analyzed guest feedback trends to identify areas for improvement in services offered at the resort.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Collaborated with other managers on strategic initiatives, sharing best practices to achieve common goals across the organization.
Front Office Supervisor
Alpharetta Marriott
10.2013 - 04.2018
- Supervised front office operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored new front desk staff on hotel policies and customer service standards.
- Resolved guest complaints efficiently, enhancing overall satisfaction and loyalty.
- Implemented streamlined communication protocols between departments to improve service delivery.
- Managed scheduling for front office staff, optimizing coverage during peak hours and events.
- Conducted regular audits of front desk procedures to maintain compliance with company standards.
- Developed training materials that improved onboarding efficiency for new hires in the front office team.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
Account Manager
Magellan Behavioral Health Services
06.2004 - 01.2013
- Managed client relationships to ensure satisfaction and retention of services.
- Developed and implemented personalized care plans for diverse client needs.
- Collaborated with multidisciplinary teams to coordinate patient care effectively.
- Utilized CRM software to track client interactions and service delivery outcomes.
- Analyzed client feedback to identify areas for service improvement and innovation.
- Led initiatives to streamline communication channels between clients and service providers.
- Created comprehensive reports on account performance for executive review meetings.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
Education
Bachelor of Arts - Business Administration And Management
Rutgers University
New Brunswick, NJAssociate of Arts - Business Administration
Essex County College
Newark, NJ05-1999
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operational efficiency
- Decision-making
- Employee relations and conflict resolution
- Planning and implementation
- Staff training
- Policies and procedures implementation
- Staff development
- MS office
- Client relationships
- Workflow optimization
- Schedule management
- Customer retention
Timeline
Rooms Operations Manager
JW Marriott Marco Island Beach Resort
05.2021 - Current
Manager on Duty
Ritz Carlton Naples Beach Resort
04.2019 - 10.2020
Front Office Supervisor
Alpharetta Marriott
10.2013 - 04.2018
Account Manager
Magellan Behavioral Health Services
06.2004 - 01.2013
Bachelor of Arts - Business Administration And Management
Rutgers University
Associate of Arts - Business Administration
Essex County College