Stephanie Stewart
Birmingham,AL
Summary
Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives.
Overview
14
14
years of professional experience
Work History
Operations Manager
Hilton Garden Inn Hotel/Home2 Suites
2023.04 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Managed daily hotel operations, ensuring smooth functioning and excellent customer service.
- Coordinated with sales teams to develop targeted promotional campaigns for increased bookings during off-peak seasons.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Directed initiatives to improve work environment, company culture or overall business strategy.
Operations Manager
Holiday Inn Express Hotel
2022.02 - 2023.04
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Guest Service Representative
Fairfield By Marriott
2021.04 - 2022.02
- Balanced accounts and conducted nightly audits to keep bookkeeping current.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries.
- Shared information with patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
- Input customer data into reservation software and made immediate updates to reflect room changes.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
- Facilitated front desk operations for busy high-volume hotel.
- Educated guests regarding important property information and directions to different hotel areas.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
Housekeeping Manager
Hyatt Place
2019.03 - 2020.02
- Assigned tasks for completion, inspected work and resolved housekeeping complaints promptly.
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
- Commanded controls over expenses and inventory for optimal budget tracking.
- Controlled full-cycle household cleaning services, including business development and client relations.
- Exceeded quality service goals by managing team productivity and workflow to implement continuous improvement.
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
- Delegated tasks for completion, performed inspections and resolved housekeeping complaints promptly.
- Trained, coached and mentored staff on best practices and protocols to secure smooth new program adoption.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Streamlined operational efficiencies by operating and training staff on power equipment tools.
- Managed client laundry with proper care and attention to needs of different linens and articles of clothing.
- Interacted pleasantly with clients and guests when performing daily duties.
Guest Service Manager
Springhill Suites By Marriott
2017.03 - 2019.02
- Mentored all new employees, demonstrating best methods for servicing clients and guests.
- Assisted guests at check-in, providing information on various services within the hotel.
- Booked large groups of people for weddings, seminars, conferences and other events and offered best available room rates.
- Coordinated with wait staff to keep dining room buffet stations clean and dishes refilled.
- Handled guest complaints in most effective manner possible and offered complimentary services for hardship cases.
- Provided end-of-month audits of resort to upper management as required.
- Created agendas and communication materials for team meetings.
- Defined strategies and created a plan to achieve ambitious operational objectives.
- Prioritized and organized tasks to efficiently accomplish service goals.
Guest Services Supervisor
Hyatt Place
2014.07 - 2017.03
- Managed guest check-in and check-out procedures.
- Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
- Established clear policies for concierge, front desk and guest relations team members.
- Developed and implemented training plans for new and experienced employees.
- Performed checks on rooms and overall property daily.
- Collaborated staff to maximize buy-in for customer service and functional initiatives.
- Automated office operations, managing client correspondence, record tracking and data communications in database and case management software.
- Managed work requests, new orders, and pricing changes while coordinating logistics to verify delivery dates.
- Handled supply purchases and inventory management for office operations and equipment maintenance.
- Utilized active listening skills to quickly resolve problems and escalated larger issues to the General Manager.
Executive Housekeeping Manager
Courtyard by Marriott
2015.04 - 2015.07
- Managed client laundry with proper care and attention to needs of different linens and articles of clothing.
- Employed deep-cleaning techniques for areas in need of additional sanitation.
- Managed team of employees, daily progress reports and overall project planning.
- Supervised facility operations, including preventive maintenance projects, employee tasks and performance and adherence to safety standards.
- Managed maintenance activities, including supervising staff and inspecting equipment.
- Monitored maintenance scheduling and reported maintenance team information to management.
- Assessed daily workloads, scheduled and planned daily assignments and oversaw numerous projects.
- Recognized by management for providing exceptional customer service.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Environmental Services Housekeeper
Metro Serve
2011.01 - 2014.05
- Responded quickly to calls for spills and other potentially dangerous situations.
- Dusted, swept and mopped to maintain clean, safe environment for clients.
- Reviewed daily schedules to plan out cleaning routines and gather needed supplies.
- Helped prevent spread of infections by sanitizing surfaces, furniture and equipment.
- Wiped down surfaces and refilled soap and hand sanitizer to prevent spread of germs.
- Monitored supply levels of cleaning supplies and placed orders when necessary.
- Kept trash cans empty by removing regularly from rooms, bathrooms and hallways.
- Exceeded facility standards regularly by working with detail-oriented approach.
- Maintained floors with regular sweeping, mopping and vacuuming.
- Supplied extra towels and toiletries when requested to optimize guest comfort.
Education
High School Diploma -
Central High School
05.1990
Skills
- Conflict management
- Hospitality services
- Administrative skills
- Team building
- Relationship building
- Training & Development
- Active listening
- Problem-Solving
- Operations Management
- Team Leadership
- Customer Service
- Decision-Making
- Employee relations and conflict resolution
Accomplishments
- Recognized as Employee of the May 2018 for outstanding performance and team contributions.
Timeline
Operations Manager
Hilton Garden Inn Hotel/Home2 Suites
2023.04 - Current
Operations Manager
Holiday Inn Express Hotel
2022.02 - 2023.04
Guest Service Representative
Fairfield By Marriott
2021.04 - 2022.02
Housekeeping Manager
Hyatt Place
2019.03 - 2020.02
Guest Service Manager
Springhill Suites By Marriott
2017.03 - 2019.02
Executive Housekeeping Manager
Courtyard by Marriott
2015.04 - 2015.07
Guest Services Supervisor
Hyatt Place
2014.07 - 2017.03
Environmental Services Housekeeper
Metro Serve
2011.01 - 2014.05
High School Diploma -
Central High School
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