Hi, I’m
Trudane Hardware
Hospitality and Tourism Professional
Nashville,TN
Summary
Aspiring Hotel Sales & General Operations Manager with a BS in Hospitality & Tourism Management & 20+ years’ experience in developing, leading, & inspiring cross-functional teams to reach optimal performance levels. A proven Hospitality Leader and expert specializing in enhancing guest experience, driving process improvement, optimizing resource availability & property upkeep while offering elite expertise in delivering cost-saving solutions & building brand awareness. Demonstrated outstanding leadership in running more than one locations & training dozens of new employees to operate at maximum potential. Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression. Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
years of professional experience
1
Certification
Work History
FLORIDA
FRONT OFFICE/NIGHT AUDITOR
11.2022
Job overview
- As a Front Desk Agent, you would be responsible for assisting Guest Service Agents in checking in and checking out guests in the hotel's continuing effort to deliver outstanding guest service and financial profitability
- Specifically, you would be responsible for performing the following tasks to the highest standards: Assist Guest Service Agents and Front Office leadership with the checking in and checking out of guests
- Respond to guest inquiries and in a timely, friendly and efficient manner Provide driving and/or walking directions to guests to local destinations Ensure a high level of product knowledge of the hotel, including, but not limited to, directions, hours of outlet operation, hotel services, hotel events and local and community events and attractions Assist fellow team members and other departments wherever necessary to maintain positive working relationships Provide or obtain accurate information.
NASHVILLE
Front Desk/Night AUdit
07.2022 - 11.2022
Job overview
- Supervisors possess strong leadership, communication and relationship skills
- They are expected to support senior leadership by developing and assuming basic management responsibilities
- This role leads other associates by coaching, giving direction and may include training, scheduling, and interviewing
- An ability to handle guest issues/concerns and de-escalation of guest/employee related concerns is a must
- Front Office Supervisors lead the agents whom are responsible for the guest registration process and communication of hotel services and promotions
- This highly visible role gives opportunity for casual conversation and has a direct impact on creating the guest experience
- Other duties may include processing forms of payment and responding to guest inquires
- Shifts are typically 3-11pm.
ICD Group Holdings LTD
Villa Manager
07.2016 - 05.2022
Job overview
- Direct daily operations & upkeep of property ensuring excellence in readiness, maintenance & guest services
- Fostered an innovative plan to double the number of rentals and increased profitability by a full 100% in one year
- Developed and implemented strategies to optimize operational efficiency and maximize profits
- Hired and trained new employees, demonstrating the best methods for serving clients and guests
- Developed and implemented marketing strategies to promote Villa Bookings
- Increased customer service ratings through personable service
- Analyzed and evaluated business data to identify opportunities for improvement
- Managed day-to-day operations of lodging facility, scheduling staff, and overseeing budgets
- Participated in financial activities such as setting room rates, establishing budgets, and allocating funds to departments
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions
- Established and upheld high standards, promoting great customer service and assistance to guests.
Dolphin Cove Limited
Location General Manager
07.2013 - 07.2016
Job overview
- Scaled daily operations and team capabilities skyrocketing guest experience and customer satisfaction to unprecedented level while handled 200+ monthly guest inquiries & escalations for repeated 5-star service ratings
- Train & develop cross-functional team for the Hotel and Cruise Ship Sales and Tour Guides to heighten overall team performance, team productivity, team productivity, employee retention, and an exceptionally strong commitment to all guest centric operations
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning
- Implemented operational strategies and effectively built customer and employee loyalty
- Collaborated with leadership team to ensure reporting accuracy & accountability of financial & HR functions
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems
- Presented a detailed revenue & budget analysis & forecasts to executive directors for strategic decision-making
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives
- Monitored financial performance, set budgets, and controlled expenses to provide financial stability and long-term organizational growth
- Managed budget implementations, employee evaluations, and contract details
- Reduced operational risks while organizing data to forecast performance trends
- Executed multi-faceted business operations to include sales, marketing, & food or beverage operations that inspired salesforce & drove marketing strategies to cultivate new business opportunities & max revenue growth
- Eclipsed Key Performance Indicators (KPIs) & sales metrics by capturing a 12% increase in net profit-per-person as well as crafting cost-saving solutions to continually 100% guarantee an under-budget expense in spending.
SANDALS ROYAL PLANTATION
SALES & LOYALTY MANAGER
11.2008 - 09.2011
Job overview
- Served as Program Manager for 2 separate enterprise growth strategies delivering top results by increasing returning guest rate and account retention 15% while serving as sales team’s primary contact for guest issues & escalations
- Championed sales and marketing plan that propelled a team to yield a 100% increase in bookings
- Built project roadmap for 30+ executive events which encompassed the planning, launching, & hosting of GM conferences, Sandals Signatures Guest, award presentations, and guest dinners to increase overall productivity levels
- Drove excellence in guest services and a 98% customer satisfaction rating by resolving conflicts & deficiencies
- Partnered with HR to develop talent acquisition strategy to recruit, interview, hire & onboard top-level salesforce
- Built project roadmap for hotel executive and property owners which encompassed the planning, launching, & hosting of GM conferences, executive meetings, award presentations, and guest dinners to increase overall productivity levels.
SANDALS ROYAL PLANTATION
FRONT OF HOUSE SUPERVISOR
02.2001 - 09.2008
Job overview
- Spearheaded front office operations by continually overseeing front of house team members in a multitude of daily, customer facing engagements & enabled timely & accurate support in reservations, check-in, check-out & guest services
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
- Prepared reports to assist business leaders with key decision making and strategic operational planning
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
Monitor all front office financial operations and ensure front office compliance with accounting controls and procedures.
Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts. Review, submit for approval, and order capital budget items as required.
Supervise all guest services department managers.
Review correspondence from guests and incident logs and direct staff according to information obtained.
Oversee all vendor and personnel contracts throughout the hotel.
Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
Follow sustainability guidelines and practices related to HHM’s EarthView program.
Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
Perform other duties as requested by management.
Education
Western Hospitality Institute, Jamaica
Bachelor of Science (BS) from Hospitality & Tourism Management
08.2013
Western Hospitality Institute, Jamaica
Associate of Science (AS) from Hotel & Restaurant Management
08.2013
University College of The Caribbean, Jamaica
Business Administration Diploma
08.2011
Skills
- Customer Service
- Employee Training
- Operations Oversight
- Team building and supervision
- Sales and Upselling
- Hospitality Management
- Leadership
- Management
- Problem Solving
- Interpersonal
Certification
- Certified Hospitality Supervisor
- Supervisory Management Certificate
Core Competences
Hotel Operations Management | Property Management | Hospitality Services | Guest Services | Customer Experience Project Management | Trend Analysis | Performance Management | Process Improvement | Guest Information Systems Customer Service & Support | Cross functional Collaboration | Motivational Team Leadership | Employee Training Sales Operations | HR Management Functions | Site Safety & Security | Budget Management Inventory Control, Strong Verbal, Written & Presentation Communication| Interpersonal Skills | Self Starter | Relationship Building | Analytical | Goal Driven | Organized | Detail-Oriented | Problem Solving | Team Leader | Team Player Management | Leadership | Problem Solving | Teamwork.
Timeline
Front Desk/Night AUdit
NASHVILLE
07.2022 - 11.2022
Villa Manager
ICD Group Holdings LTD
07.2016 - 05.2022
Location General Manager
Dolphin Cove Limited
07.2013 - 07.2016
SALES & LOYALTY MANAGER
SANDALS ROYAL PLANTATION
11.2008 - 09.2011
FRONT OF HOUSE SUPERVISOR
SANDALS ROYAL PLANTATION
02.2001 - 09.2008
FRONT OFFICE/NIGHT AUDITOR
FLORIDA
11.2022
Western Hospitality Institute
Bachelor of Science (BS) from Hospitality & Tourism Management
Western Hospitality Institute
Associate of Science (AS) from Hotel & Restaurant Management
University College of The Caribbean
Business Administration Diploma
- Certified Hospitality Supervisor
- Supervisory Management Certificate
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