THOMAS DELANEY
Glen Ridge,NJ
Summary
Seeking to continue to utilize my education, skills and experience to work towards achieving the goals of a successful hospitality company
Overview
8
8
years of professional experience
Work History
Director of Operations
Courtyard by Marriott Middletown Goshen
09.2022 - 10.2023
- Worked closely with hotel Sales team to develop revenue making strategies for property
- Review business related data such as market share, financial performance, inventory, employee engagement and customer satisfaction
- Analyze business information to proactively address changing market conditions
- Ensure property operates within budgetary guidelines and achieves profit margin goals
- Involved in hotels group and transient revenue strategy to capture leading comp set business
- Created room and property inspection program to guarantee an excellent product and experience for our guests and events
- Defined, implemented and revised operational policies and guidelines.
- Achieved team goals through formalized training plans, coaching and performance management.
Director of Rooms
Sheraton Mahwah Hotel
12.2021 - 09.2022
- Oversee and lead the Front Desk and Housekeeping departments
- Constantly driving Intent to Recommend (ITR) to ensure we reach our monthly goals
- Scheduling for Union housekeepers
- Conducted monthly rooms inspection to all guest rooms to maximize guest satisfaction
- Continuously discovering ways to engage with our associates and guests by creating an attractive culture and work environment
- Devised new sales and business strategies to maximize revenues and profitability, suggesting to management and implementing accordingly.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
Front Office Manager
Delta Indianapolis Airport Hotel
10.2019 - 12.2021
- Controlled expenses via use of departmental check book, monthly inventories and communication of financial goals to team
- Created all airline reservations daily for property
- Ensured guest ledger was in control
- Initiated hiring of Rooms division and Housekeeping team, established policies, procedures and training for opening hotel team and post opening team
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
Front Office Manager
Sheraton Mahwah Hotel
07.2017 - 09.2019
- Provided leadership and oversight to front office, promoted and implemented hotel standards to enhance guest experience
- Tracked guest satisfaction surveys to recognize trends and create action plans for improving guest services
- Manager on duty monthly to supervise hotel
- Filed incident reports and handled inappropriate behavior to document problems and disturbances
- Created close relationships with guests and staff
- Coached employees through day-to-day work and complex problems.
Front Desk Supervisor
Sheraton Mahwah Hotel
03.2017 - 07.2017
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Collected room deposits, fees and payments.
Guest Service Agent
Sheraton Mahwah Hotel
09.2015 - 03.2017
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Greeted guests upon arrival and offered assistance.
Education
Bachelor's Degree - Hotel & Lodging Management, Beverage Management
Johnson And Wales University
Providence, RI05.2015
Skills
- HIGHLIGHTS OF QUALIFICATIONS
- Proficient in GXP, FSPMS, Lightspeed, FOSSE, Sabre, Excel, Microsoft Word, Medallia and PowerPoint
- Dedicated individual who insures quality work as demonstrated through excellent leadership and interpersonal skills
- Successful interaction with diverse student population and clientele
- Cost Control
- Schedule Oversight
- Reviewing Resumes
- Budget Controls
- Hiring and Onboarding
- Performance Monitoring and Evaluation
- Process improvements
- Strategic planning and execution
Timeline
Director of Operations
Courtyard by Marriott Middletown Goshen
09.2022 - 10.2023
Director of Rooms
Sheraton Mahwah Hotel
12.2021 - 09.2022
Front Office Manager
Delta Indianapolis Airport Hotel
10.2019 - 12.2021
Front Office Manager
Sheraton Mahwah Hotel
07.2017 - 09.2019
Front Desk Supervisor
Sheraton Mahwah Hotel
03.2017 - 07.2017
Guest Service Agent
Sheraton Mahwah Hotel
09.2015 - 03.2017
Bachelor's Degree - Hotel & Lodging Management, Beverage Management
Johnson And Wales University
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