Theophilus Ross
Virginia Beach,United States
Summary
Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.
Overview
11
11
years of professional experience
Work History
General Manager
Extended Stay America-Churchland Blvd
09.2023 - Current
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and executed comprehensive employee training program, elevating staff skills and improving service delivery.
- Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
- Assisted in recruiting, hiring and training of team members.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Director of Guest Services
Hilton Grand Vacations
11.2022 - 09.2023
- Collaborated with other department heads to ensure seamless integration of guest services across all areas of the hotel.
- Oversaw daily operations, managing budgets, inventory control, and resource allocation effectively within the department.
- Facilitated conflict resolution between guests and staff when necessary, always striving for amicable solutions that protected both parties'' interests.
- Developed and executed targeted training programs to elevate staff performance.
- Reduced wait times for guests during peak periods by optimizing staffing levels and schedules.
- Ensured compliance with all relevant regulatory guidelines concerning health, safety, accessibility requirements applicable within our facility''s operating context.
- Conducted regular performance reviews of staff members, offering constructive feedback aimed at personal development as well as company success metrics achievements.
- Managed a team of guest service professionals, fostering a positive work environment and promoting high-quality customer service standards.
- Analyzed guest feedback data to identify trends and areas for improvement, resulting in actionable changes to enhance customer satisfaction.
- Maintained strong relationships with key clients, ensuring repeat business and referrals for future bookings.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Oversaw day-to-day operations of 496-room hotel with staff of 35 employees.
Operations and Training Manager
Embassy Suites by Hilton
12.2021 - 11.2022
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Enhanced employee satisfaction and motivation through implementation of recognition program for training completion and skill advancement.
- Facilitated team-building exercises that improved communication and collaboration among team members.
- Created in-depth training manual for all employees.
- Managed all exempt employee coaching, training, and performance improvement actions.
- Collaborated with department heads to align training programs with organizational goals, ensuring relevancy and impact.
Front Office Manager
Doubletree By Hilton Hotel
04.2020 - 10.2021
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
Lead Office Supervisor/Overnight Shift Manager
Hilton Mclean Tysons Corner
07.2017 - 03.2020
- Maintained a clean, organized, and professional office environment to support maximum productivity.
- Supported a positive work culture that prioritized teamwork, professionalism, continuous learning opportunities.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Updated reports, managed accounts, and generated reports for company database.
- Created, prepared, and delivered reports to various departments.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Trained team members on new hotel services and products to support promotional efforts.
- Reduced inventory shrinkage by conducting thorough nightly audits and implementing loss prevention strategies during the overnight shift.
- Contributed to the reduction of employee turnover rates within the night shift team by providing support, guidance, and recognizing achievements regularly.
- Resolved any conflicts or issues that arose during the night shift in a fair and timely manner to maintain smooth operations.
Sales Assistant/Lead Night Auditor
Homewood Suites by Hilton Falls Church
03.2014 - 07.2017
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Processed transactions accurately while maintaining a high level of customer service.
- Increased sales by building strong customer relationships and providing excellent service.
- Assisted customers with prompt and polite support in-person and via telephone.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Met and exceeded sales targets consistently, contributing to overall team success.
- Built rapport with repeat customers, fostering long-term loyalty to the brand.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
- Resolved customer complaints with empathy and professionalism, maintaining positive store reputation.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Assisted management in forecasting room occupancy rates, optimizing room allocation and maximizing revenue.
- Trained new night auditors in audit procedures and customer service practices, enhancing team capability.
Education
Bachelor of Science - Hospitality Management
Ball State University
Muncie, INNo Degree - Yeoman/legalman Schooling
US NAVY
Skills
- Proficient self manager committed to delivering top-tier service and quality work
- Exceptional verbal communication skills for effective task execution and interpersonal interaction
- Strong aptitude in planning, prioritizing, and organizing operations to ensure seamless hotel management
- Extensive experience in providing exemplary customer service, ensuring guest satisfaction and loyalty
- Recognized for dependability and honesty, essential traits in fostering trust and reliability within management roles
Timeline
General Manager
Extended Stay America-Churchland Blvd
09.2023 - Current
Director of Guest Services
Hilton Grand Vacations
11.2022 - 09.2023
Operations and Training Manager
Embassy Suites by Hilton
12.2021 - 11.2022
Front Office Manager
Doubletree By Hilton Hotel
04.2020 - 10.2021
Lead Office Supervisor/Overnight Shift Manager
Hilton Mclean Tysons Corner
07.2017 - 03.2020
Sales Assistant/Lead Night Auditor
Homewood Suites by Hilton Falls Church
03.2014 - 07.2017
Bachelor of Science - Hospitality Management
Ball State University
No Degree - Yeoman/legalman Schooling
US NAVY
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