Overview
Work History
Education
Skills
Timeline
Summary
Generic

Whitney Joseph

LA PLACE,LA

Overview

16
16
years of professional experience

Work History

Director of Operations

Virgin Hotel New Orleans
08.2024 - Current
  • Oversee daily operations across 7 departments. Ensuring seamless coordination and efficient execution of tasks.
  • Monitored budget and utilized operational resources.
  • Oversee day-to-day production activities in accordance with business objectives.
  • Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
  • Conducted routine performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
  • Collaborated with senior management to develop and execute long-term corporate goals and objectives.
  • Mentored and coached team members to foster productive and engaging work environment.
  • Administered budgets and resources to achieve maximum business impact.

Hotel Assistant Manager

Four Seasons Hotel
05.2020 - 08.2024
  • Launched and established new team operations.
  • Resolved operational challenges swiftly to maintain service quality.
  • Performed routine facility inspections to pinpoint maintenance needs.
  • Facilitated open lines of communication between staff members across various departments for smooth collaboration.
  • Reduced overbooking occurrences through efficient inventory management.
  • Coordinated events and conferences, ensuring smooth execution of all logistical aspects.
  • Monitored online reviews and ratings from guests, implementing changes as necessary to address concerns or capitalize on positive feedback.
  • Streamlined front desk operations for improved efficiency and enhanced guest experiences.
  • Maintained high standards of cleanliness throughout the property by enforcing strict housekeeping procedures.
  • Improved employee retention rates through effective recruitment strategies, comprehensive onboarding processes, and ongoing support initiatives.
  • Managed hotel budgets, reducing unnecessary expenses and optimizing resource allocation.
  • Implemented safety protocols to maintain a secure environment for guests and staff members alike.
  • Boosted revenue with targeted marketing campaigns and upselling techniques.
  • Fostered a welcoming atmosphere for guests by cultivating a culture of exceptional service among staff members.
  • Enhanced team performance through regular evaluations, feedback sessions, and professional development opportunities.
  • Collaborated with other department heads to develop streamlined processes for interdepartmental communication and cooperation.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Provided services efficiently and with high level of accuracy.
  • Provided exceptional service and assistance to guests upon check-in.
  • Supervised a number of employees from all departments including front office, concierge, guest services, in-room dinning, housekeeping, engineering, valet, security, and reservations. Also helped to resolve issues arising during shifts.
  • Increased customer service ratings through personable service.
  • Prepared nightly resort audits for review to present and direct morning meeting.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Created and managed accurate occupancy forecasts and budgets.
  • Oversaw day-to-day operations 341-room hotel with staff of several employees.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
  • Planned and executed marketing activities to improve property brand and increase revenue.
  • Fostered safe lodging environment with reliable and effective security services.
  • Assures that all financial and credit procedures are followed. Follows up on credit problems with Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
  • Implemented successful strategies to increase customer satisfaction.
  • Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
  • Helped implement environmentally friendly practices within the hotel operations, reducing waste output over time.
  • Contributed to revenue growth by upselling hotel amenities, services, and room upgrades.
  • Provided support during peak hours or emergencies as needed, displaying adaptability under pressure while maintaining focus on delivering excellent service.
  • Assisted in budget management by monitoring expenses, inventory control, and resource allocation across various departments.

Front Office Manager

Ace Hotel New Orleans
08.2016 - 01.2018
  • Created weekly schedules for 12 front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Coached employees through day-to-day work and complex problems.
  • Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
  • Delivered performance reviews, recommending additional training or advancements.
  • Oversaw guest registration process by verifying personal information accuracy in line with security protocols.
  • Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
  • Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
  • Assisted marketing efforts through data collection initiatives that resulted in targeted promotions thereby increasing reservations.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Front Office Supervisor

Holiday Inn
10.2012 - 03.2016
  • Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
  • Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
  • Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
  • Promoted positive work environment by fostering teamwork among front office staff members.
  • Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
  • Dispersed petty cash to employees and collected and managed receipts.
  • Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
  • Completed bi-weekly payroll for employees.

Front Desk Agent

Ritz Carlton Hotel
05.2009 - 11.2012
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Used internal software to process reservations, check-ins and check-outs.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Trained new staff members in customer service techniques and hotel operations.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy guest.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.

Education

High School Diploma -

East Jefferson High School
Metairie, LA
05.2006

Skills

  • Front Office operations

  • Payroll

  • Staff Training and Development

  • Task Delegation

  • Manage P&L

  • Conduct hotel meetings

  • Complaint resolution

  • Project Oversight

  • HMS, Alice, Voxer, Seritfi, Golden, Word, Opera, PMS, Excel, Teams, Google Software, Outlook

  • Hotel Management

  • Room Inspections

  • Performance analysis

  • Financial controls implementation

  • Data analysis

  • Effective leader

Timeline

Director of Operations

Virgin Hotel New Orleans
08.2024 - Current

Hotel Assistant Manager

Four Seasons Hotel
05.2020 - 08.2024

Front Office Manager

Ace Hotel New Orleans
08.2016 - 01.2018

Front Office Supervisor

Holiday Inn
10.2012 - 03.2016

Front Desk Agent

Ritz Carlton Hotel
05.2009 - 11.2012

High School Diploma -

East Jefferson High School

Summary

With over a decade of experience in the luxury hospitality industry, I have developed a strong foundation in delivering exceptional guest service, managing high-end client expectations, and driving operational excellence in globally recognized hotels. My background includes working with prestigious brands and programs such as Forbes Travel Guide-rated properties, Preferred Hotels & Resorts, and the American Express Fine Hotels & Resorts (FHR) program, where I consistently upheld the highest standards of luxury and personalized service.Throughout my career, I have consistently achieved top-tier results, including an impressive 90%+ average score from secret shopper evaluations—testament to my commitment to excellence, attention to detail, and dedication to creating unforgettable guest experiences.

Key Skills and Expertise
Deep understanding of Forbes Travel Guide standards and luxury service protocols
Strong knowledge of Preferred Hotels & Resorts and American Express FHR guest expectations
Proven ability to lead service teams in delivering personalized, anticipatory hospitality
Skilled in guest relations, conflict resolution, and loyalty program management
Expertise in staff training, service audits, and operational enhancement
Adept at cultivating VIP guest experiences and exceeding satisfaction benchmarks
Effective communicator with fluency in luxury hospitality language and etiquette

Notable Achievements
Consistently scored 90%+ in anonymous secret shopper audits
Successfully contributed to property accolades and luxury ratings through service excellence
Played a key role in maintaining and elevating Forbes Travel Guide star ratings
Built and retained relationships with high-profile clients and repeat guests
Led teams recognized for outstanding service in the Preferred and Amex FHR networks

Similar Profiles

CREATE PROFILE
Whitney Joseph