Sparkle Williams
Detroit,USA
Summary
Dynamic and customer-focused Hospitality Management professional with 20 years of experience in hotel operations, guest services, and team leadership. Proven track record of increasing customer satisfaction, optimizing daily operations, and training high-performing teams in fast-paced environments. Adept at managing budgets, streamlining service delivery, and upholding brand standards. Passionate about delivering exceptional guest experiences and driving business success in the hospitality industry. Willing to relocate: Anywhere
Overview
1
1
Certification
19
19
years of professional experience
Work History
Student Support Coordinator
Communities In Schools of Michigan-Dearborn Heights
09.2023 - Current
- Build and Maintain Effective Relationships
- Develop strong working relationships with school staff, parents, volunteers, and community partners.
- Provide orientation and training for school staff, volunteers, and community partners as needs are identified.
- Complete an Annual Needs Assessment, implement a School Support Plan, and launch a School Site Services team that includes appropriate school staff members, community partners, and service providers to support school-wide goals and climate.
- Organize family engagement and student activities in conjunction with the school district and community partners.
- Collaborate within and beyond school sites to positively affect students’ success and re-engage students by building a lasting network of trust around them, providing relationships with caring adults, and improving their attitudes towards education.
- Communicate with CIS of Michigan and school staff effectively using tools like Restorative Practices.
- Coordinate Needed Services for Students and Families & Provide Case Management Services
- Design, implement, and partner with community organizations to coordinate programs, services, and resources that will benefit prioritized students as well as the entire student population (Tier I, II, and III) within the CIS Service Delivery Model.
- Work in collaboration with the CIS Program Director to lead efforts to broker resources for the school community and connect resources to meet identified needs of case-managed students.
- Provide case management services to students who have multiple identified needs or challenges according to their needs assessments by providing Tier II and III supports. Support categories include academics, basic needs, behavioral interventions, college and career readiness, physical health, mental health, and social and life skills.
- Provide ongoing monitoring in the areas of attendance, behavior, coursework, and social-emotional learning to ensure student-level data is accurately being assessed for growth and support needs.
- Advocate for access to educational and health resources (physical and mental health) through an equity lens.
- Provide appropriate referrals to outside agencies for students and families and broker in-school supports to eliminate access barriers.
- Maintain secure case files on each student who is case-managed.
- Collect, Report, and Analyze Data
- Collect data and complete required reports (monthly, quarterly, and annually) utilizing the approved data management system (CISDM).
- Utilize available data to adjust School Support Plans as appropriate.
- Evaluate the effectiveness of supports in achieving school and student individualized goals.
- Create midyear and end-of-year reports for school and affiliate leadership
Guest Services Ambassador
Aparium Hospitality Services
09.2023 - Current
- Demonstrate passion and genuine care for all aspects of a guest’s experience, handling all interactions with the highest level of hospitality and professionalism, understanding that the hotel guest is your guest
- Own all aspects of a guest’s experience from beginning to end by ensuring accurate and thorough reservation details, an inviting arrival, recommendation of local experiences, and a seamless departure, ascertaining satisfaction throughout and adjusting as necessary
- Accommodate special requests whenever possible, even if it requires breaking protocol for the benefit of the guest, as our service style and standards are a guide to help you use sound judgment
- Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes enabling you to add a personalized touch that creates a special memory
- Demonstrate mastery of the hotel’s systems to ensure accurate information is input, updated, and utilized to respond through a variety of guest communication channels, from pre-arrival to post-departure
- You are fanatical about the details of each guest, ensuring that all requests are delivered, and no aspects are overlooked to deliver a seamless experience
- Always prioritize the guest’s satisfaction, adjusting your actions and behaviors to support what the guest needs at any given moment. You adjust easily and do not hesitate to wear a variety of hats to support the experience, acting as bellman, valet, or greeter as the situation demands
- Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence
- Demonstrate expert knowledge of the position’s service standards, procedures, and practices, utilizing this knowledge to independently remedy guest concerns and proactively suggest recommendations to the Guest Service Manager to improve upon the services offered to our guests
- Collaborate effectively with co-workers and other departments to ensure guest needs are met. You work cooperatively with others, mending relationships if disagreements arise, and are responsive to feedback
- Seize any opportunity to go beyond the expectations of the position to assist with a guest’s needs, help a co-worker, cross-train in another department, or fulfill a reasonable request by a manager
- Aparium Hotel Group does not discriminate based on disability, veteran status or on any other basis protected under federal, state or local laws. The hotel and company are a smoke-free, drug-free facility, and equal opportunity employer
Guest Service Ambassador
Detroit Foundation Hotel
09.2023 - 12.2025
- Demonstrate passion and genuine care for all aspects of a guest’s experience, handling all interactions with the highest level of hospitality and professionalism, understanding that the hotel guest is your guest
- Own all aspects of a guest’s experience from beginning to end by ensuring accurate and thorough reservation details, an inviting arrival, recommendation of local experiences, and a seamless departure, ascertaining satisfaction throughout and adjusting as necessary
- Accommodate special requests whenever possible, even if it requires breaking protocol for the benefit of the guest, as our service style and standards are a guide to help you use sound judgment
- Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes enabling you to add a personalized touch that creates a special memory
- Demonstrate mastery of the hotel’s systems to ensure accurate information is input, updated, and utilized to respond through a variety of guest communication channels, from pre-arrival to post-departure
- Fanatical about the details of each guest, ensuring that all requests are delivered, and no aspects are overlooked to deliver a seamless experience
- Prioritize the guest’s satisfaction, adjusting your actions and behaviors to support what the guest needs at any given moment. Adjust easily and do not hesitate to wear a variety of hats to support the experience, acting as bellman, valet, or greeter as the situation demands
- Display professionalism and discretion throughout all guest interactions, maintaining a consistently calm and engaging presence
- Demonstrate expert knowledge of the position’s service standards, procedures, and practices, utilizing this knowledge to independently remedy guest concerns and proactively suggest recommendations to the Guest Service Manager to improve upon the services offered to our guests
- Collaborate effectively with co-workers and other departments to ensure guest needs are met. You work cooperatively with others, mending relationships if disagreements arise, and are responsive to feedback
- Seize any opportunity to go beyond the expectations of the position to assist with a guest’s needs, help a co-worker, cross-train in another department, or fulfill a reasonable request by a manager
Assistant Rooms Operations Manager
Marriott International
10.2023 - 08.2024
- Supporting Operations Team
- Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
- Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.
- Assists in ensuring that the team has the capabilities to meet expectations.
- Leads by example demonstrating self-confidence, energy and enthusiasm.
- Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.
- Supporting Property Operations Function(s)
- Follows property specific second effort and recovery plan.
- Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
- Takes proactive approaches when dealing with employee concerns.
- Extends professionalism and courtesy to employees at all times.
- Communicates/updates all goals and results with employees.
- Meets semiannually with staff on a one-to-one basis.
- Assists/teaches the team scheduling against guest and hours/occupied room goals.
- Performs hourly job functions as needed.
- Managing and Monitoring Activities that Affect the Guest Experience
- Provides excellent customer service by being readily available/approachable for all guests.
- Takes proactive approaches when dealing with guest concerns.
- Extends professionalism and courtesy to guests at all times.
- Responds timely to customer service department request.
- Ensures all team members meet or exceed all hospitality requirements.
- Assisting in Managing Profitability
- Assists in performing required annual Quality audit with GM & RD.
- Ensures a viable key control program is in place.
- Understands financial statements, sales and activity reports, and other performance data.
- Conducting Human Resources Activities
- Interviews and assists in making hiring decisions.
- Receives hiring recommendations from team supervisors.
- Ensures orientations for new team members are thorough and completed in a timely fashion.
Night Audit - Night Autor
Aloft Hotel David Whitney Autograph Collection
01.2019 - 10.2023
- Balancing the accounts from day shift
- Managing front desk activity and handling guest check-ins and check-outs
- Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
- Handling customer requests and complaints and directing other employees or departments accordingly
- Creating invoices, bills and checks for vendors, employees and contractors
- Managing and updating all official documentation pertaining to the role
- Ensuring that all end-of-day activities have been successfully executed by employees in all departments
- Answering calls and queries related to potential booking
Night Auditor
Aloft Detroit at the David Whitney Building
01.2019 - 10.2023
- Responsible for overseeing front desk duties at a hotel or another hospitality establishment during the night shift. Their duties include helping guests check-in or check-out, reviewing guest payments and other details from the day shift to ensure guests provided payment for their stay or any additional requests and acting as a point of communication for customer needs.
- Balancing the accounts from day shift
- Managing front desk activity and handling guest check-ins and check-outs
- Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
- Handling customer requests and complaints and directing other employees or departments accordingly
- Creating invoices, bills and checks for vendors, employees and contractors
- Managing and updating all official documentation pertaining to the role
- Ensuring that all end-of-day activities have been successfully executed by employees in all departments
- Answering calls and queries related to potential booking
Community Manager
Rose Community Management
05.2022 - 06.2023
- Responsible for overseeing the maintenance and upkeep of residential properties and tenant satisfaction. Scheduling routine maintenance like landscaping, mowing lawns, replacing roof tiles or changing air vents, overseeing a team of resident and maintenance staff and enforcing rental terms.
- Collecting rent and other property fees from tenants and individual owners
- Paying property expenses, payroll, and maintenance costs
- Reporting the property’s financial status, occupancy and expiring leases to property owners
- Meeting potential tenants, showing them the property and assessing their applications in accordance with anti-discrimination laws
- Advertising vacant properties and hiring a leasing agent to find tenants as needed
- Inspecting properties and arranging for repairs and new materials as required
- Arranging contracts for maintenance, trash removal, landscaping, security and other ongoing services and managing disputes with these service providers where appropriate
- Investigating and resolving property complaints and rental violations
Assistant Manager - Room Operations
Marriott International, Inc
10.2023 - 03.2023
- Opens and closes Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties.
- Runs and reviews critical information contained in room operations reports.
- Understands the functions of the Recreation. Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services operations.
- Operates all department equipment as necessary and reporting malfunctions.
- Ensures employees have the proper supplies and uniforms.
- Understands night audit procedures and being able to comprehend and utilize reports as necessary.
- Understands and complies with loss prevention policies and procedures.
- Communicates performance expectations employees in accordance with job descriptions for each position.
- Handles employee questions and concerns.
- Effectively schedules employees to business demands and tracks employee time and attendance.
- Supervises same day selling procedures to maximize room revenue and property occupancy.
- Verifies accuracy of room rates to maximize revenue opportunities
- Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.
- Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
- Understands the impact of Room Operations on the overall property financial goals and objectives.
- Assists in the investigation of employee and guest accidents.
- Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and
- Sets a positive example for guest relations.
- Interacts with guests to obtain feedback on product quality and service levels; effectively responding to and handles guest problems and complaints seeking assistance from supervisor as necessary.
- Assists in the review of comment cards and guest satisfaction results with employees.
Administrative Assistant/Leasing Agent
Premier Property Management Inc.
11.2019 - 05.2022
- Responsible for overseeing the maintenance and upkeep of residential properties and tenant satisfaction. Scheduling routine maintenance like landscaping, mowing lawns, replacing roof tiles or changing air vents, overseeing a team of resident and maintenance staff and enforcing rental terms.
- Collecting rent and other property fees from tenants and individual owners
- Paying property expenses, payroll, and maintenance costs
- Reporting the property’s financial status, occupancy and expiring leases to property owners
- Meeting potential tenants, showing them the property and assessing their applications in accordance with anti-discrimination laws
- Advertising vacant properties and hiring a leasing agent to find tenants as needed
- Inspecting properties and arranging for repairs and new materials as required
- Arranging contracts for maintenance, trash removal, landscaping, security and other ongoing services and managing disputes with these service providers where appropriate
- Investigating and resolving property complaints and rental violations
Leasing Manager/Assistant Property Manager
IMS
11.2017 - 09.2019
- To succeed in an environment of growth and excellence and earn a job, which provides me job satisfaction and self-development and help me achieve personal as well as organizational goals.
Front Desk Agent/Executive Housekeeper
Trumbull and Porter hotel
09.2017 - 01.2019
- Front desk agent September 2017
- Check in customers using computer programs and equipment and provide guests with directions to their room
- Inform customers of all on-site amenities and any relevant information that is needed to use them
- Handle and resolve guest complaints
- Invoice and bill guests for their stay and services used
- Communicate with guests to better understand their individual needs to provide them with the best service possible
- Executive housekeeper October 2018
- Lead, train and supervise Room Attendants and Housepersons on a floor or designated area to ensure all rooms and public areas meet established cleanliness and quality standards
- Assess inventory of, assign for cleaning and inspect rooms
- Verify and report status and/or discrepancies of rooms
- Monitor payroll reports, work schedules, lost and found program, stock rooms and carts and designated inventories
- Communicate and coordinate with Engineering/ Property Operations to ensure efficient maintenance and repair of items related to guest rooms and public areas
- Perform Room Attendant and/or Houseperson duties, as needed
- Assist in performance evaluations of Room Attendants and Housepersons, as needed
- Respond to special guest requests in a timely, friendly and efficient manner
Executive Housekeeper
Wyndham Hotels & Resorts
01.2013 - 08.2017
- Lead, train and supervise Room Attendants and Housepersons on a floor or designated area to ensure all rooms and public areas meet established cleanliness and quality standards
- Assess inventory of, assign for cleaning and inspect rooms
- Verify and report status and/or discrepancies of rooms
- Monitor payroll reports, work schedules, lost and found program, stock rooms and carts and designated inventories
- Communicate and coordinate with Engineering/ Property Operations to ensure efficient maintenance and repair of items related to guest rooms and public areas
- Perform Room Attendant and/or Houseperson duties, as needed
- Performance evaluations of Room Attendants and Housepersons, as needed
- Respond to special guest requests in a timely, friendly and efficient manner
Lead Housekeeper/Housekeeping Supervisor
Greektown Casino
11.2007 - 01.2013
- Communication
- To utilize my strong communication skills and dedication to customer service in a hospitality guest services role, ensuring a memorable and seamless experience for all guest. Aiming to contribute to a dynamic team by effectively resolving issues, anticipating needs, and delivering exceptional service that exceeds expectations.
- Lead Housekeeper/Housekeeping supervisor
- Responsible for cleaning 14 - 16 hotel guest rooms per day.
- Responsible for cleaning duties in the hotel assigned daily
- Other job related duties as assigned.
- Special projects
- Training new housekeepers
- Supervisor
- Experience with OPERA/MICROS
- Creating housekeeping work boards
- Scheduling HouseKeeper’s
- Checking and certifying guestrooms as clean and ready
- Making orders for cleaning supplies as needed
Education
High school or equivalent -
OSBORN HIGH SCHOOL
Detroit, MI06-1998
Skills
- Retail sales
- Years)
- Tax experience
- Conflict Management
- LIHTC
- Accounting
- Operations management
- Hotel management
- Project management
- Scheduling
- Office Management
- Management
- Strong Communication Skills
- Customer Service Orientation
- Time Management
- Interviewing
- Financial management
- Billing
- Social media marketing
- Yardi
- Recruiting
- Leadership
- Night Audit
- AWARDS
- Section 8
- Sales
- Accounting
- Hospitality
- Cost control
- Fair Housing regulations
- Social media management
- Attention to Detail
- Creative Problem Solving and decision-making skills
- Accounts Payable
- Microsoft Office
- Negotiation
- Knowledge of Relevant Landlord-Tent Laws
- Excellent written and verbal communication skills
- Guest relations
- Team management
- Senior leadership
- Guest services
- Assistant manager experience
- Food service management - Food service management experience (3-5 years)
- Microsoft Word
- Computer literacy
- Customer Service Skills (10
- Steategic planning
- Adaptability
- Leasing
- Property leasing
- Property Management
- Supervising experience
- Google Docs
- Cultural Awareness
- Customer service
- Training & development
- Microsoft Powerpoint
- Filing
- OSHA
- FMLA
- Communication skills
- Sales strategy
- Budgeting
- Database management
- Microsoft Excel
- The rising phoenix award
- Payroll
- Front desk
- Onesite
- Accounts receivable
- Pricing
- Team development
- Customer expectation management
- Windows
- Property maintenance
- Property management
- Data analysis skills
- Financial report writing
- Hotel experience
- Marketing
- Outlook
- Microsoft Office (10
- Cash register
- Analysis skills
- Managing food service teams - Largest food service team managed (More than 20 team members)
- Security
- Hospitality Management
- Banquet experience
- Operations
- Conflict management
- Administrative experience
- Problem-Solving
- Cash handling
- Employment & labor law
- Word
- Food production
- SharePoint
- Bookkeeping
- Typing
- Training
- EMPLOYEE OF THE MONTH
- Quickbooks
- Customer Satisfaction
- Office management
- Accounts payable
- Office Administration
- Restaurant experience
- Skilled Multitasker
- Data collection
- IT
- Conducting staff training sessions as a first-line manager - Staff training sessions conducted as a first-line manager (More than 50 sessions)
- BEST PERFORMER AWARD
- Marketing Skills
- Organization Skills
- Organizational skills
- Renovation
Certification
- CPR Certification January 2022 to Present
- Driver's License
- Certified Apartment Manager
- Certified Property Manager
Timeline
Assistant Rooms Operations Manager
Marriott International
10.2023 - 08.2024
Assistant Manager - Room Operations
Marriott International, Inc
10.2023 - 03.2023
Student Support Coordinator
Communities In Schools of Michigan-Dearborn Heights
09.2023 - Current
Guest Services Ambassador
Aparium Hospitality Services
09.2023 - Current
Guest Service Ambassador
Detroit Foundation Hotel
09.2023 - 12.2025
Community Manager
Rose Community Management
05.2022 - 06.2023
Administrative Assistant/Leasing Agent
Premier Property Management Inc.
11.2019 - 05.2022
Night Audit - Night Autor
Aloft Hotel David Whitney Autograph Collection
01.2019 - 10.2023
Night Auditor
Aloft Detroit at the David Whitney Building
01.2019 - 10.2023
Leasing Manager/Assistant Property Manager
IMS
11.2017 - 09.2019
Front Desk Agent/Executive Housekeeper
Trumbull and Porter hotel
09.2017 - 01.2019
Executive Housekeeper
Wyndham Hotels & Resorts
01.2013 - 08.2017
Lead Housekeeper/Housekeeping Supervisor
Greektown Casino
11.2007 - 01.2013
High school or equivalent -
OSBORN HIGH SCHOOL