SHIRLEY HARMON
Great Mills,MD
Summary
Accomplished and resourceful professional in property management/hospitality with impressive success in hospitality/community brand standards, training, and coaching staff, and creating a competitive advantage for the luxury and lifestyle marketplace. Excellent management and communication skills with an emphasis on guest relations, conflict resolution, analytics, problem-solving, and defining strategies to control profitability.
Overview
32
32
years of professional experience
1
1
Certification
Work History
HR Documentation Administrator NCLA
Norwegian Cruise Lines
11.2022 - Current
- Support the Norwegian Cruise Line Merchant Mariner Credentials administrative operations of the pre-deployment Training Center
- Review, verify, and correct Merchant Mariner Credential (MMC) applications and Medical Certificate information from prospective crew, and forward to Director of Vocational Training & Education of the Seafarers Harry Lundeberg School of Seamanship
- Enforce the use of MAPS as the primary business tool and system of record
- Maintain the required MAPS updates
- Review, verify, and correct the Crew Data Form and update MAPS
- Acts as liaison between Training Center, Miami Office, and NCLH vessels when needed
- Ensure the CG document information in MAPS is accurate
- Ensure confidentiality of USCG applications and candidates’ information according to NCLH security policies
- Support and assist management as needed
- Help with printing forms, handouts, and training manuals as needed
- Supports and assists the Director of Human Resources and Senior Manager of Training as needed
- Review all Merchant Mariner applications and medical certifications for United States Coast Guard approval
- Provide support for Seafarers School and Norwegian Cruise Lines staffing for ships
- Data management through MAPS.
Assistant Community Manager
GREYSTAR PROPERTY MANAGEMENT
07.2021 - 03.2022
- Supported and assisted the Community Manager in overseeing and managing the financial and operational facets of the community by completing accounting and bookkeeping tasks, preparing monthly close-out and financial reports, processing invoices for payment, collecting rent, fees, and other payments, completing bank deposits, dispositions, and account reconciliations, and using the property management software to record, track, and report all financial workings of the community
- Followed the Company’s established procedures related to evictions by following proper notice requirements
- Promoted resident satisfaction and retention by responding to complaints, questions, and requests in a timely manner, and taking appropriate action to resolve and address service issues
- Functioned as the on-site supervisor in the absence of the community manager by organizing and delegating daily work, coordinating maintenance and make-ready tasks with the maintenance supervisor, and managing the operation of the community in compliance with Company policies, procedures, and business practices.
Concierge, Leasing Consultant (Temp)
S.L. NUSBAUM REALTY
09.2020 - 06.2021
- Performed duties as Concierge and Leasing Consultant
- Assisted Senior Community Manager, Assistant Manager, and Maintenance Manager as needed
- Conducted property tours when requested
- Created guidelines for the front desk, as well as usage of all amenities including the pool, conference room, club room and fitness center
- Ensured COVID guidelines were being followed
- Responsible for training three team members for the front desk
- Created a training manual for the concierge team
- Collaborated closely with residents on resolving all issues in the community
- Completed additional assignments as assigned by management, including the regional manager.
Leasing Professional, Lead Concierge, EXO Reston
GREYSTAR PROPERTY MANAGEMENT
12.2018 - 09.2020
- First point of contact for all guests and residents entering luxury apartment property
- Monitors all guest traffic and trains staff to accommodate requests
- Lead facilitator of the development and roll-out of strategic initiatives that enhance guest experience, create competitive advantage for the property and/or increase the competitiveness of the property within community
- Supported community manager in special assignments
- Talent manager for Greystar concierge and First in Staffing temporary agency
- Developed training guidelines for Greystar concierge
- Train all concierge hires, including Greystar permanent employees and temporary personnel
- Managed all deliveries, daily log of events and community security status—detailed concierge information on local area restaurants, shops, and delivery services
- Scheduled five team members and general supervision
- Provided effective customer service to all prospective tenants, current tenants by utilizing in-depth knowledge of the property and its functions
- Assisted property staff with the planning and implementation of resident activities and promoted quality living experience for all residents.
Leasing Consultant
GREYSTAR MANAGEMENT
06.2013 - 01.2018
- Participated in the completion of daily inspections of property (including photos, notes, and work orders as necessary), post to Craigslist, review, and process applications, and uses on-site property management software (Yardi, Lead2Lease, Entrata)
- Conducted property tours in accordance with company standards and shop report requirements, submit service requests, and lastly, provide superior customer service to residents, prospects, applicants, and vendors by displaying the core values of the company on a consistent basis
- Trained in tax-credit property
- Ensures company meets standards prior to tour, follow-up with prospects and new residents; prepares weekly market survey; prepares welcome letter, leases, and welcome package, including keys, devices, etc.; responds quickly and courteously to resident and client/owner concerns and questions, and takes prompt action to solve problems
- Performs other duties as assigned by Property and/or Regional Managers.
Haiti Project Administrator, Volunteer
EPWA, INC.
01.2010 - 01.2015
- Managed ESPWA’s (Economic Stimulus Projects for Work and Action) overall project coordination and administration in Haiti
- Responsibilities included connecting earthquake victims to services as well as designing and implementing the survey and profiling of local Civil Society Organizations (CSAs) and International Non-Governmental Organizations (INGOs) working in Haiti after the January 12, 2010, earthquake
- Worked with public and private organizations from senior Haiti government officials to Haitian grassroots organizations and INGOs on improving the effectiveness of their disaster relief efforts through systematic community outreach and community resident surveys
- Collaborated with GOAL (Ireland-based INGO) on the successful planning of one hundred housing units by facilitating their formal application and licensing process through government entities.
Director/Owner
H.M. ALEXANDER-PAYNE LANGUAGE SCHOOL
01.1992 - 01.2010
- Managed all financial operations for private school
- Recruited students from U.S
- Embassy, as well as other embassies in Haiti
- Supervised thirteen teachers and four support staff, all special programs, including science fairs, conferences, etc
- Collaborated with faculty on the implementation of distance learning programs and created individualized programs for Special Needs and Gifted students
- Created a language program using Rosetta Stone, LADO, and an individualized study program for kindergarten through high school
- Prepared online lectures for AP distance learning high school students.
Education
Bachelor’s Degree in Interdisciplinary Studies, Business, and Cultural Studies -
George Mason University
12.2024
No Degree - Human Resource Management
Strayer University
Washington, DC12.2024
Skills
- Team Building
- Front Office Administration
- Customer Service Training
- Operating Standards Control
- Relationship Management
- Quality Assurance
- Strategic Initiative Leader
- Mentoring
- Leasing
- Proficiency in Microsoft Office 365 (Word, Outlook, Excel, PowerPoint) and MAPS
- Sharepoint
- Teams
Certification
LADO Teaching English as a Foreign Language (TEFL) Certificate
References Available
True
Awards
- Concierge of the Year, GREYSTAR PROPERTY - March 2019-March 2020
- Leasing and Training Awards
Timeline
HR Documentation Administrator NCLA
Norwegian Cruise Lines
11.2022 - Current
Assistant Community Manager
GREYSTAR PROPERTY MANAGEMENT
07.2021 - 03.2022
Concierge, Leasing Consultant (Temp)
S.L. NUSBAUM REALTY
09.2020 - 06.2021
Leasing Professional, Lead Concierge, EXO Reston
GREYSTAR PROPERTY MANAGEMENT
12.2018 - 09.2020
Leasing Consultant
GREYSTAR MANAGEMENT
06.2013 - 01.2018
Haiti Project Administrator, Volunteer
EPWA, INC.
01.2010 - 01.2015
Director/Owner
H.M. ALEXANDER-PAYNE LANGUAGE SCHOOL
01.1992 - 01.2010
Bachelor’s Degree in Interdisciplinary Studies, Business, and Cultural Studies -
George Mason University
No Degree - Human Resource Management
Strayer University
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