Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Hi, I’m

WENTWORTH COLLIE

Lakewood,CO
Judge a man by his questions rather than his answers.
Voltaire

Summary

Tech-savvy hospitality professional accomplished in running properties with latest strategies and successful approaches for reaching customers. Record of keeping property full and operating profitably. Seeks out opportunities to enhance business profile and build long-term customer loyalty.

Overview

12
years of professional experience

Work History

Monarch Casino & Resort
Black Hawk, CO

Hotel Manager
01.2023 - 03.2023

Job overview

  • Handled guest complaints and offered complimentary services for hardship cases.
  • Inspected hotel rooms and public spaces to determine cleanliness and need for room updates.
  • Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, special requests and operational challenges.
  • Delegated work to staff, setting priorities and goals.
  • Oversaw recruiting, interviews and new employee hiring.
  • Built and maintained productive relationships with employees.
  • Advised housekeeping staff of rooms vacated and ready for cleaning.
  • Assisted guests at check-in, providing information on various services within hotel.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Managed team of front desk agents, supervising personnel in issue resolution.
  • Responded to and resolved guest issues or complaints.
  • Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
  • Established successful employee turnover and retention strategies to improve culture and boost employee experience and business outcomes.

Westin Hotel by Marriott
College Park, GA

Assistant Hotel Manager
09.2022 - 01.2023

Job overview

  • Mentored new staff on correct procedures, compliance requirements and performance strategies.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Managed guest check-in and check-out procedures, reservations and payments.
  • Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Corrected guest issues promptly with knowledgeable and friendly service.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Worked with room service, housekeeping, maintenance and security to meet all guest needs.
  • Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
  • Welcomed large volume of guests and improved overall customer service.
  • Created and optimized employee schedules for shift coverage.
  • Facilitated successful front desk operations for high-volume hotel.
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Maintained important files, running reports and delivering updates on occupancy and revenue.
  • Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
  • Balanced hotel accounts at end of each shift.
  • Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
  • Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
  • Arranged special accommodations for guests to enhance visitor experiences.

Melia Hotels International
Nassau, Bahamas

Assistant Hotel Manager
05.2015 - 03.2020

Job overview

  • Established successful employee turnover and retention strategies to improve culture and boost employee experience and business outcomes.
  • Optimized room rates to gain maximum occupancy figures, improving revenue growth and increasing market share.
  • Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
  • Administered new hire paperwork and maintained employee files.
  • Mentored new employees, demonstrating best methods for servicing clients and guests.
  • Handled guest complaints and offered complimentary services for hardship cases.
  • Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Atlantis, Paradise Island
Nassau, Bahamas

Assistant Hotel Manager
02.2011 - 12.2014

Job overview

  • Handled guest complaints and offered complimentary services for hardship cases.
  • Inspected hotel rooms and public spaces to determine cleanliness and need for room updates.
  • Mentored new employees, demonstrating best methods for servicing clients and guests.
  • Coordinated weekly staff schedule to accommodate ongoing and seasonal needs of hotel.
  • Administered new hire paperwork and maintained employee files.
  • Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
  • Oversaw reservations received from direct calls and provided room availability information.
  • Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, special requests and operational challenges.
  • Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Education

University Of The West Indies
Nassau Bahamas

Bachelor of Science from HOSPITALITY AND TOURISM
05.2010

University Overview

  • 3.95 GPA
  • Top Ranked: 5%
  • Graduated summa cum laude
  • Awarded The National Tuition Assistance Scholarship , The Bahamas Government
  • Fall, 2006 - Honor Roll
  • Fall, 2006 - Dean's List

Skills

  • Hotel Management
  • Verbal and Written Communication
  • Microsoft Office
  • Lodging Operations Oversight
  • Guest Services
  • Personnel Supervision
  • Inventory Management
  • Teamwork and Leadership
  • Front Desk Operations
  • Training and Mentoring
  • Community Relations
  • Budget Implementation
  • Strategic planning and analysis
  • Office and staff streamlining
  • Reservations management
  • Brand Management
  • Talented leader
  • Staff supervision
  • Problem-Solving
Availability
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Timeline

Hotel Manager

Monarch Casino & Resort
01.2023 - 03.2023

Assistant Hotel Manager

Westin Hotel by Marriott
09.2022 - 01.2023

Assistant Hotel Manager

Melia Hotels International
05.2015 - 03.2020

Assistant Hotel Manager

Atlantis, Paradise Island
02.2011 - 12.2014

University Of The West Indies

Bachelor of Science from HOSPITALITY AND TOURISM

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WENTWORTH COLLIE