Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tracy Kirk Gentles

Washington,DC

Summary

Dynamic and results-driven hospitality professional with over 20 years of management and supervisory experience in the hospitality and travel industry. Demonstrating a proven ability to manage and optimize daily operations, ensuring exceptional client/guest service and operational efficiency. Adept at developing and implementing strategic initiatives, training and mentoring team members, and enhancing and balancing revenue through innovative programs. Known for excellent communication skills, strong problem-solving abilities, and a commitment to maintaining high standards of service quality. Proficient in managing administrative tasks, coordinating events, and fostering positive client/guest relations. Dedicated to continuous learning and professional growth to support organizational success.


Overview

10
10
years of professional experience
1
1
Certification

Work History

Lead Hospitality

Epiq Global
12.2023 - Current
  • Coordinate event logistics such as catering arrangements or room setups to ensure successful execution of various functions held at the firm.
  • Create budget for partners and coordinate weekly menu options with vendors.
  • Addressed clients unique requirements effectively, resolving issues swiftly while maintaining "white gloved" level service.
  • Perform research in order to gain deep understanding of different requirements and details for each meeting.

Supportive Care Manager

GentleCare LLC
03.2021 - 11.2023
  • Directed 24/7 in-home patient care operations, ensuring that patient outcomes meet or exceed local and Federal requirements.
  • Managed all areas within the organization to ensure smooth operations and efficient use of resources.
  • Oversaw the delivery of services such as care transitions, backup plans, community-based services, scheduling and payroll.
  • Develop, coordinated, and monitored strategies to enhance health outcomes and quality of life improvements.
  • Promoted self-sufficiency among patients by offering guidance in goal-setting, skill development, and problem-solving strategies.
  • Enhanced patient outcomes by implementing personalized case management plans.

Telephone Department Supervisor

The Broadmoor Hotel
01.2018 - 03.2021
  • Trained new employees on overall company and department-specific policies and procedures.
  • Supervised a team of 18 employees, providing interdepartmental support for Front Desk, Telephone, Internet, Catering and Reservation departments.
  • Monitored PBX call manager for potential scams and fraudulent activities, maintaining security and integrity.
  • Managed department billing and receipt delivery for all exhibitors and groups, ensuring accuracy and timeliness.
  • Utilized HotSOS to log all guest requests for precise dispatch and record-keeping. Oversaw call and radio traffic across entire campus, including offsite properties.
  • Oversaw the interviewing and hiring process. Maintained employee performance reviews.
  • Organized pre-conference meetings to develop strategies for clients, ensuring alignment with organizational goals and enhancing overall satisfaction through clearly defined expectations.
  • Adhered to all Forbes and AAA Five-star, Five-diamond standards, ensuring exceptional service quality.

Manager on Duty (MOD)

Benchmark Hotels & Resorts- Beachwalk Resort
06.2017 - 10.2017
  • Managed a staff of 20-25 employees at the Beachwalk Resort, which housed privately owned condominiums and traditional hotel rooms.
  • Trained employees in essential job functions.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Oversaw operations including valet, housekeeping, security, front office, customer service relations (including private units), and EOD accounting procedures.

Night Auditor Manager

Cheyenne Mountain Resort
07.2014 - 06.2017
  • Mentored and trained new night auditors, fostering a productive work environment with well-equipped staff members.
  • Maintained a safe and secure environment both for guests and staff by adhering to hotel safety protocols and monitoring security systems throughout the night.
  • Developed strong relationships with other departments, facilitating effective communication and teamwork across the resort's operations.
  • Oversaw financial transactions and account reconciliations from all departments throughout the resort.

Education

Diploma - General Education

J.O. Johnson High School
Huntsville, AL

Skills

  • Financial Analysis and Reporting
  • Resourceful and Intuitive
  • Logistics Management
  • Consistency in Standards, Service, Efficiency
  • Staff Training and Development
  • Employee Scheduling
  • Budgeting and financial management
  • Payroll Administration
  • Hiring and Onboarding
  • Work Schedule Creation
  • Payroll Preparation
  • Task Delegation

Certification

  • Conflict Resolution
  • Keeping the Stars
  • Train the Trainer
  • Selecting Exceptional People
  • HSI Adult First Aid certified. Current.

Timeline

Lead Hospitality

Epiq Global
12.2023 - Current

Supportive Care Manager

GentleCare LLC
03.2021 - 11.2023

Telephone Department Supervisor

The Broadmoor Hotel
01.2018 - 03.2021

Manager on Duty (MOD)

Benchmark Hotels & Resorts- Beachwalk Resort
06.2017 - 10.2017

Night Auditor Manager

Cheyenne Mountain Resort
07.2014 - 06.2017

Diploma - General Education

J.O. Johnson High School

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Tracy Kirk Gentles