Tambra Shields-Kelly
Manhattan Beach,CA
Summary
Versatile, resourceful, and results-driven professional with exemplary qualifications to oversee all day-to-day operations and accounting/financial activities within different businesses and industries. Self-motivated and eager to contribute knowledge, commitment, and drive toward collaborating with a growth-oriented company to achieve operational, financial, and business goals. Personable with strong interpersonal and communication skills to build and maintain positive working relationships with customers, employees, and all levels of company management. Coordinated Hotel Operations Manager with more than 3 years of experience working for high-end hotel chains. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration.
Overview
30
30
years of professional experience
Work History
Hotel Operations Manager
Sheraton Hotels & Resorts/Ritzway Hotel Group
10.2023 - 07.2024
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Oversaw day-to-day operations of 403-room hotel with staff of 150 employees.
- Created and managed accurate occupancy forecasts and budgets.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Implemented successful strategies to increase customer satisfaction.
- Fostered safe lodging environment with reliable and effective security services.
- Evaluated and promptly resolved lodging facility operational issues.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed and implemented promotional strategies to increase occupancy.
- Assisted with development and distribution of marketing materials for facility.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Hotel Manager
Sheraton Hotels & Resorts/Davidson Hospitality
11.2022 - 10.2023
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Provided services efficiently and with high level of accuracy.
- Provided exceptional service and assistance to guests upon check-in.
- Increased customer service ratings through personable service.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Developed and implemented marketing strategies to promote hotel services.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Implemented successful strategies to increase customer satisfaction.
- Established and upheld high standards, promoting great customer service and assistance to guests.
Experience Manager
Live Nation Concerts US/FivePoint Amphitheatre
04.2017 - 11.2022
- Active listening to patrons with concerns/opportunities to improve their overall guest experience.
- Respond and monitor all Medallia surveys issued to all ticket holders through Ticketmaster.com and track opportunity areas within venue operations
- Respond to all customer inquiries with regards to Amphitheatre via social media outlets, phone, and city community emails.
- Attend to all VIP clientele on show days
- Create and issue monthly newsletter as well as 'know the show' letters before each show date.
- Issue service awards to all crew members for exceeding standards on show days
- Pre-shift/Post-shift meetings with all staff
- Plan and implement crew events throughout season such as Supervisor team building activities, mid-season, and post season parties.
- Address all crew member concerns and performance updates throughout season
- Orientation
- Monitor and track overall operations with regards to upsells, VIP experiences, general store merchandise, and staff performance to ensure adherence to highest levels of productivity and quality.
- Maintained compliance with applicable federal, state, and local employment laws and regulations including Covid safety precautions.
- Trained and supervised guest service staff to create outstanding guest experience and satisfaction
Director of Operations
AC Hotels
10.2019 - 12.2020
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented, and revised operational policies and guidelines.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Mentored and coached team members to foster productive and engaging work environment.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Established and monitored quality assurance standards to achieve operational excellence.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Raised property accuracy and accountability by creating new automated tracking method.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Accounting / HR Manager
AC Hotel
05.2017 - 10.2019
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Motivated employees through special events, incentive programs, and constructive feedback.
Credit Manager
Fairmont Hotel
01.2008 - 12.2016
Front Office Manager/Executive Bookkeeper
Winegardner & Hammons, Inc.
03.1994 - 12.2006
Education
Ohio State University
Columbus, OHSkills
- Operations/Business Leadership
- Human Resource Job Functions
- Financial Evaluation / Analysis
- Customer/Account Relationships
- Food and Beverage Management
- Sales and Marketing
- Guest Relations Management
- Hotel Management
Assessments
- Customer focus & orientation, Proficient, 10/01/22
- Management & leadership skills: Impact & influence, Proficient, 10/01/22
Timeline
Hotel Operations Manager
Sheraton Hotels & Resorts/Ritzway Hotel Group
10.2023 - 07.2024
Hotel Manager
Sheraton Hotels & Resorts/Davidson Hospitality
11.2022 - 10.2023
Director of Operations
AC Hotels
10.2019 - 12.2020
Accounting / HR Manager
AC Hotel
05.2017 - 10.2019
Experience Manager
Live Nation Concerts US/FivePoint Amphitheatre
04.2017 - 11.2022
Credit Manager
Fairmont Hotel
01.2008 - 12.2016
Front Office Manager/Executive Bookkeeper
Winegardner & Hammons, Inc.
03.1994 - 12.2006
Ohio State University
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