Whitney Joseph
LA PLACE,LA
Summary
A seasoned Director of Operations at Virgin Hotel New Orleans, I excel in guest satisfaction tracking and leading high-performing teams. Leveraging skills in HMS and staff training, I've significantly enhanced operational efficiency and guest service standards, contributing to a notable increase in customer loyalty. My approach combines strategic project oversight with a focus on fostering a culture of continuous improvement and teamwork.
Overview
16
16
years of professional experience
Work History
Director of Operations
Virgin Hotel New Orleans
08.2024 - Current
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Oversaw 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 regular 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.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Established and monitored quality assurance standards to achieve operational excellence.
- Promoted a culture of safety within the organization by enforcing compliance with established regulations, policies, procedures, as well as conducting regular auditschecks.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Led cross-functional teams for successful completion of projects, resulting in increased productivity.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Drove revenue growth through the identification of new market opportunities and the expansion of existing products/services offerings.
- Contributed to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
- Championed quality assurance efforts by establishing rigorous standards and monitoring adherence to maintain high levels of service delivery.
- Optimized inventory levels to meet fluctuating customer demand without overstocking, using advanced forecasting and demand planning tools.
- Led cross-functional teams to address critical operational challenges, fostering collaborative approach that leveraged diverse skills and perspectives.
- Achieved company-wide recognition for leadership excellence, mentoring high-performing team that consistently exceeded operational goals and objectives.
Hotel Assistant Manager
Four Seasons Hotel
05.2020 - 08.2024
- Opening Team
- Oversaw daily operations, addressing any issues promptly to minimize disruptions to guest services.
- Conducted regular inspections of facilities to identify areas in need of maintenance or improvement.
- Facilitated open lines of communication between staff members across various departments for smooth collaboration.
- Optimized room inventory management, maximizing occupancy rates while minimizing overbooking incidents.
- 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.
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 7 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, LA05.2006
Skills
- Front office operations
- Guest satisfaction tracking
- Staff Training and Development
- Task Delegation
- Complaint resolution
- Employee Scheduling
- Guest Relations Management
- Project Oversight
- Teamwork and Leadership
- HMS,Alice, Voxer,Seritfi, Golden,Opera, PMS, Excel, Teams, Google Software, Outlook
- Hotel Management
- Room Inspections
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
Similar Profiles
Mia SeatonMia Seaton
Lifeguard at Virgin Hotel CasinoLifeguard at Virgin Hotel Casino
Stephan WilliamsonStephan Williamson
Lobby Attendant at The Roosevelt New Orleans, A Waldorf Astoria HotelLobby Attendant at The Roosevelt New Orleans, A Waldorf Astoria Hotel
Cristy PastranoCristy Pastrano
Sales & Catering Coordinator at The Westin New Orleans HotelSales & Catering Coordinator at The Westin New Orleans Hotel