Summary
Overview
Work History
Education
Skills
Timeline
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Tonisha Brooks

Brooklyn,New York

Summary

Dedicated and organized operations manager with several years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity. Decisive and resourceful team builder versed in sales, management and process improvement.

Over 8 years of managing union and nonunion employees. Keen attention for detail with the ability to work well under pressure in a fast-paced environment. Key Performance Indicators which reflected an ability to multitask and work independently. Ability to work well with all levels of management, staff, internal, external clients and vendors. Strong time management, problem solving and follow up skills. Possess a high degree of proficiency in MS Office Products (Word, Outlook, Excel & PowerPoint. Knowledgeable in Opera PMS

Overview

12
12
years of professional experience

Work History

Operations Manager

Urban Resort NYC
New York, NY
01.2017 - 08.2024
  • Created and maintained work schedules, assisted in event planning, and managed room bookings.
  • Conducted regular inspections of all guest services departments, including housekeeping and engineering.
  • Developed and implemented hospitality policy measures to enhance guest satisfaction.
  • Oversaw customer satisfaction, addressed complaints, and interacted with guests as a lobby ambassador.
  • Trained new Front Desk and Housekeeping Associates on hotel policies, procedures, and daily operations.
  • Monitored daily activities of the Housekeeping and Front Office departments to ensure compliance with hotel policies and procedures.
  • Implemented cost control measures, including bulk purchasing and negotiating better rates with vendors.
  • Conducted quality control inspections of guest rooms and all areas of the property.
  • Managed a team of over 20 union members.
  • Prepared Front Office and Housekeeping schedules in accordance with union policies and procedures.
  • Developed SOPs, maintained comprehensive knowledge of all departmental and company procedures, and assisted in the administration of hotel operations.
  • Held regular meetings with the Director of Operations to review guest feedback, performance targets, and other operational matters.
  • Managed weekly bookkeeping statistics.

Customer Service Rep III

United Health Care/Aegis Comm
New York, New York
04.2012 - 02.2015
  • Coordinated and supervised a team of 12-15 representatives.
  • Ensured efficient patient care through collaboration, effective communication, and clear role assignments.
  • Delegated tasks based on team members' strengths and skill gaps.
  • Provided regular updates on team progress, addressed concerns as needed, and reported on the overall team status.

Education

Bachelor - Hospitality Administration And Management

College of New Rochelle
New York, NY
01.2011

High School Diploma - Social Work

George Washington High School
Brooklyn, NY
06-1999

Skills

  • Marx
  • Sales Force
  • Chase Orbital
  • Microsoft Office Suite
  • Excel
  • Word
  • PowerPoint
  • Opera PMS
  • Outlook
  • QuickBooks
  • Recordkeeping strengths
  • Staff training

Timeline

Operations Manager

Urban Resort NYC
01.2017 - 08.2024

Customer Service Rep III

United Health Care/Aegis Comm
04.2012 - 02.2015

Bachelor - Hospitality Administration And Management

College of New Rochelle

High School Diploma - Social Work

George Washington High School

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Tonisha Brooks