Job Search Status
Open to workDesired start date: Immediately
Open To Work
Stacey L. Leonard
St. Augustine,FL
Work Preference
Summary
Accomplished hospitality leader with extensive experience in hotel operations, department management, and guest services. Proven track record in driving profitability, enhancing guest satisfaction, and developing high-performing teams. Adept at financial management, operational strategy, and multi-property coordination, with strong expertise in PMS systems, payroll, and staff development.
Overview
24
24
years of professional experience
Work History
General Manager
Elite Hospitality- Multiple Brands-Marriott, Choice, Hilton & Margaritaville
05.2017 - Current
- Directed full hotel operations, successfully leading a team of 25+ associates, resulting in improved operational efficiency and enhanced guest service delivery.
- Achieved consistent profitability by enforcing financial controls and managing annual operating budgets.
- Reduced labor costs through strategic scheduling and payroll management using M3 Time Management software while maintaining service standards.
- Increased overall guest satisfaction scores by conducting weekly departmental strategy meetings and implementing targeted service improvements.
- Improved employee retention by launching monthly incentive and recognition programs, strengthening team morale and engagement.
- Monitored financial performance by closely monitoring KPIs (RevPAR, ADR, GOP) and implementing corrective action plans as needed.
Operations Manager, Customer Experience
Shaner Hospitality- Courtyard by Marriott
04.2013 - 05.2017
- Led and developed a team of 12–15 associates, consistently delivering exceptional customer service and maintaining high guest satisfaction standards.
- Managed weekly scheduling to ensure optimal staffing levels, balancing service excellence with labor cost efficiency.
- Trained and mentored new associates on operational procedures and service standards, contributing to improved guest satisfaction scores and team performance.
- Maintained departmental financial controls, including budget oversight, labor management, and inventory control, ensuring compliance with company standards.
- Processed payroll through the Kronos system with a strong focus on accuracy and adherence to labor policies.
- Provided leadership support and timely resolution for associate concerns and guest inquiries, enhancing workplace morale and guest experience.
Front Desk Associate
Hampton Inn
11.2008 - 04.2010
- Managed guest check-in and check-out procedures efficiently, accurately processing payments and ensuring a seamless arrival and departure experience.
- Handled high-volume incoming calls, effectively routing inquiries and communicating information clearly both verbally and in writing.
- Coordinated reservations while providing guests with detailed information regarding accommodations, amenities, and hotel services.
- Resolved guest concerns and complaints promptly and professionally, ensuring high levels of guest satisfaction and repeat business.
Front Desk Associate
Debbie’s Day Spa
01.2004 - 09.2005
- Delivered efficient and professional guest check-in and check-out experiences, accurately processing payments and ensuring smooth arrivals and departures.
- Managed high-volume telephone communications, routing inquiries appropriately and conveying information clearly and professionally in both verbal and written formats.
- Executed reservation processes while proactively informing guests of accommodations, amenities, and property services to enhance their overall stay experience.
- Addressed and resolved guest concerns with professionalism and urgency, contributing to improved guest satisfaction and repeat business.
Chiropractic Assistant
Coon Rapids Chiropractic
07.2002 - 11.2004
- Greeted and checked in patients, verifying insurance coverage and updating medical history to ensure accurate records and efficient appointments.
- Scheduled patient appointments in coordination with chiropractor availability, optimizing daily workflow and minimizing scheduling conflicts.
- Collected and processed patient and insurance payments, maintaining accuracy in billing and financial documentation.
- Organized and maintained confidential patient records in full compliance with HIPAA regulations and privacy standards.
Education
High School Diploma - undefined
Allen D. Nease
Business Management
St. Leo University
Skills
Accomplished hospitality leader with extensive experience in hotel operations, department management, and guest services Proven track record in driving profitability, enhancing guest satisfaction, and developing high-performing teams Adept at financial management, operational strategy, and multi-property coordination, with strong expertise in PMS systems, payroll, and staff development
Timeline
General Manager
Elite Hospitality- Multiple Brands-Marriott, Choice, Hilton & Margaritaville
05.2017 - Current
Operations Manager, Customer Experience
Shaner Hospitality- Courtyard by Marriott
04.2013 - 05.2017
Front Desk Associate
Hampton Inn
11.2008 - 04.2010
Front Desk Associate
Debbie’s Day Spa
01.2004 - 09.2005
Chiropractic Assistant
Coon Rapids Chiropractic
07.2002 - 11.2004
High School Diploma - undefined
Allen D. Nease
Business Management
St. Leo University