Stephanie Pope
Nashville,TN
Summary
Seasoned Director of Operations with significant experience in overseeing daily operations, improving efficiency, and leading successful teams. Proven leadership skills demonstrated through management of cross-functional teams and strategic planning initiatives. Track record of implementing operational improvements that increase productivity and reduce costs.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Director of Operations
Moxy Nashville Vanderbilt Hotel
Nashville, TN
08.2022 - Current
- Managed day-to-day operations of a large staff in multiple departments.
- Developed training programs for new employees as well as existing staff members.
- Prepared detailed reports outlining operational results on a regular basis.
- Maintained budgeting documents for accurate tracking of expenses.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Identified areas where process improvements could be made resulting in increased productivity.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Created policies and procedures for improved workflow processes.
- Implemented systems for monitoring employee attendance, scheduling, payroll.
- Set goals and expectations for direct reports using performance review process, holding staff accountable.
- Communicated clear and consistent messages regarding departmental goals to produce desired results.
- Recognized employees for demonstrating excellent service resulting in increased company morale.
- Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Delegated work to staff, setting priorities and goals.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Prepared staff work schedules and assigned team members to specific duties.
Director of Housekeeping
Moxy Nashville Vanderbilt Hotel
Nashville, TN
07.2019 - 08.2022
- Ensured compliance with OSHA regulations regarding hazardous materials used in housekeeping operations.
- Created weekly schedules for housekeeping staff members based on projected occupancy levels.
- Provided support during peak times by working alongside housekeeping staff when necessary.
- Maintained an inventory of cleaning supplies, equipment and linens, ordering additional items as required.
- Inspected guest rooms prior to check-in to verify that they meet quality assurance standards.
- Evaluated new products or technologies that could enhance operational efficiency or reduce costs.
- Implemented safety protocols to protect employees while performing their duties.
- Directed and supervised the housekeeping staff, ensuring that all tasks were completed in a timely manner.
- Organized employee training programs related to health and safety practices and hotel policies and procedures.
- Conducted regular inspections of guest rooms and public areas to ensure compliance with established quality assurance standards.
- Assisted in the recruitment process by interviewing candidates for open positions within the department.
- Participated in strategic planning meetings with executive team members to set long-term goals for the department.
- Reviewed financial statements regularly to identify cost savings opportunities within the department.
Front Office Manager
Thompson Nashville Hotel
Nashville, TN
04.2019 - 07.2019
- Coordinated with other departments to ensure smooth functioning of operations.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Resolved conflicts between customers or staff members professionally.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
Assistant Front Office Manager
Thompson Nashville Hotel
Nashville, TN
08.2018 - 04.2019
- Assisted guests with reservations changes or cancellations as needed.
- Coordinated room assignments, check-in and check-out processes and other guest services activities.
- Maintained up-to-date knowledge of all hotel products, services, pricing plans and promotions.
- Created reports related to guest feedback surveys and service quality metrics.
- Provided leadership by setting an example for other employees to follow.
- Worked closely with housekeeping department to ensure rooms are ready for incoming guests.
- Supervised night audit process including reviewing reports for accuracy.
Reservations
Thompson Nashville Hotel
Nashville , TN
09.2016 - 08.2018
- Processed online bookings, cancellations and changes in reservations.
- Managed reservations through phone calls and online booking systems.
- Updated records regarding room availability for future reservations.
- Provided exceptional customer service to guests seeking room reservations.
Group Rooms Coordinator
Omni Nashville Hotel
Nashville, TN
05.2014 - 09.2016
- Assisted guests with any questions or special requests related to their hotel accommodations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored availability of rooms, negotiated rates, and managed all aspects of the room block process.
- Processed payments from customers for group room reservations in a timely manner.
- Ensured that all Group Rooms Coordinator duties were completed according to established guidelines and procedures.
- Maintained accurate records of guest preferences and payment information in reservation systems.
Ideal Services Supervisor
Omni Nashville Hotel
Nashville, TN
09.2013 - 05.2014
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Responded to customer questions regarding products, prices and availability.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Ideal Services Supervisor
Omni San Diego Hotel
San Diego, CA
09.2008 - 07.2013
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Responded to customer questions regarding products, prices and availability.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Trained new employees on company policies, job duties, and performance expectations.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
Education
BBA - Marketing And Management
Delta State University
Cleveland, MS05-2007
High School Diploma -
South Delta High School
Rolling Fork, MS05-2001
Skills
- Strategic planning and execution
- Employee Relations
- Teamwork and Collaboration
- Operational Efficiency
- Administrative Management
- Inventory Management
- Customer Service Management
- Budgeting and cost control
Certification
- TABC License
- Manager Serve Safe Handler
Timeline
Director of Operations
Moxy Nashville Vanderbilt Hotel
08.2022 - Current
Director of Housekeeping
Moxy Nashville Vanderbilt Hotel
07.2019 - 08.2022
Front Office Manager
Thompson Nashville Hotel
04.2019 - 07.2019
Assistant Front Office Manager
Thompson Nashville Hotel
08.2018 - 04.2019
Reservations
Thompson Nashville Hotel
09.2016 - 08.2018
Group Rooms Coordinator
Omni Nashville Hotel
05.2014 - 09.2016
Ideal Services Supervisor
Omni Nashville Hotel
09.2013 - 05.2014
Ideal Services Supervisor
Omni San Diego Hotel
09.2008 - 07.2013
BBA - Marketing And Management
Delta State University
High School Diploma -
South Delta High School
- TABC License
- Manager Serve Safe Handler
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