Shawn O'Connor
Johnston,RI
Summary
Helpful professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity.
Overview
6
6
years of professional experience
Work History
Task Force Manager
Island Hospitality
05.2022 - Current
- Weekly revenue calls and inventory control, P&L Synopsis reports, forecasting and independent departmental budget saving strategies and budget adherence
- Scheduling for every department while adhering to Labor costs and budget
- Brand Compliance in response to the recovery of COVID-19 precautions and changes with Marriott standards
- Daily Financial reporting, Credit Card batching, Invoicing, AP and AR experience
- Strong emphasis on employee retention and satisfaction skillset
- Promoted within 3 months of joining the company to a new Task Force General manager following guidance from my RVP on which location to travel to and visit to assist with promoting team core values for Marriott and Hilton Properties.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Supervised team of 10 front desk agents and helped to resolve issues arising during shifts.
Night Audit Supervisor
The Beatrice Hotel- Mainstreet Hospitality
09.2021 - 05.2022
- Personally scouted via indeed from my track record of improving hotel scores and luxury hotel experiences, to open Providences' new boutique luxury hotel
- Managed the night audit finances, day roll procedures and help set up new protocols for a brand-new hotel
- Worked simultaneously with the Best Western in my last few months working with The Beatrice ensuring both properties success.
- Closed daily accounts and submitted statements to leadership for ongoing financial reporting.
- Provided quick, complete responses to guest requests and concerns to create pleasant stays.
- Coordinated audit tasks among night shift team members to cover front desk operations.
Assistant General Manager
Best Western Plus Executive Residency -Giri Hotel Management
12.2020 - 10.2021
- Created and maintained a safe and healthy work environment for all staff of a newly rebranded and restaffed hotel each employee interviewed and directly overseen by myself
- Managed inventory of hotel and guest supplies, scheduling and staffing, market inventory
- Monitored Revenue and daily reports of each passing day- personally trained each staff from housekeeping to front desk
- Meanwhile administering new changes to run each day more efficiently for housekeeping and guest service agents
- Handled all guest issues and complaints, monitored compensation and employee incentives, administered 90-day reviews
- Medallia and third-party liaison for guest issues and resolutions
- Maintained online inventory and maintenance issues
- Work directly with brand and management goals for GSS reviews and increased scores for 'Brand Net Promotional' from 50% to 71.54% in my first month and 'Overall Experience' from 66.67% to 100%
- With new guest service initiatives and staff training under my guidance with no change in the number of reviews per month
- Became an interim General manager of property when the previous left while the company hired replacements
- Handling accounts payable, receivable, staff hiring, scheduling for all departments, staff meetings, full property brand adherence.
- Motivated, trained, and disciplined employees to maximize performance.
- Handled cash accurately and prepared deposits.
Front Desk Supervisor
Renaissance Providence Downtown Hotel
06.2018 - 02.2020
- Discovered a 7% budget saving strategy and negotiated the 7% as an incentive for my overnight staff, which in turn created a ~30% productivity increase every month for 'UNICORN' A Marriott Standard Program
- Scheduled Staffing for overnight and morning shifts
- Maintained a budget for the front office and ordering supplies and taking inventory of perishable items
- Managed shifts delegating breaks and resolved any and all guest and employee grievances
- Created and updated staff checklists with new responsibilities and duties
- Controlled online inventory of rooms to sell and balancing inventory and product in house
- Brand Ambassador Trainer for all staff to keep up with brand standard requirements
- Helped negotiate a $00.75 pay increase across the reception team which goes into place January 1st, 2020.
Education
Associate of Arts -
Community College of RI
Warwick05.2018
Skills
- Project Management
- Policy Development
- Performance Evaluation
- Budget Management
- Sufficient in- ADP Payroll, Birchstreet, AvidxChange, Taleo, Microsoft Office, Excel, STR Reports Vistar, Paylocity, UKG, MARSHA, FSPMS, FOSEE
Accomplishments
Marriott Spirit to Serve Award
Timeline
Task Force Manager
Island Hospitality
05.2022 - Current
Night Audit Supervisor
The Beatrice Hotel- Mainstreet Hospitality
09.2021 - 05.2022
Assistant General Manager
Best Western Plus Executive Residency -Giri Hotel Management
12.2020 - 10.2021
Front Desk Supervisor
Renaissance Providence Downtown Hotel
06.2018 - 02.2020
Associate of Arts -
Community College of RI
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