William H. Russell Jr.
Valley Stream,NY
Summary
I am excited to express my interest in the Guest Experience Manager position with Starwood Hotels. I am an experienced hotel operations leader with extensive Starwood Hotels background and a strong commitment to delivering world-class guest relations. Skilled at building trust with guests, coaching service teams, and partnering across departments to ensure seamless, personalized, and high-quality experiences that strengthen loyalty and brand reputation.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
2027
2027
years of professional experience
Work History
Front Office Manager
NEW YORK MARRIOTT EAST SIDE HOTEL
New York
- Full – service Hotel offering 750 rooms.
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Assistant Front Office Manager
NEW YORK MARRIOTT EAST SIDE HOTEL
New York
- Full – service Hotel offering 750 rooms.
- Supported front office team in resolving guest inquiries and complaints, enhancing overall customer satisfaction.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Spearheaded initiatives that improved overall communication between different departments within the hotel property.
New York Marriott Marquis Hotel
- Accounts Receivable Associate
- Assistant Credit Manager
- Hotel Night Manager
- Task Force Management - Front Office at The Ritz Carton Westchester Hotel
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
Director of Front Office Operations
Manhattan Times Square Hotel
New York
09.2023 - 04.2026
- Full- Service Hotel offering 685 rooms, employing 250 associates.
- Directing and leading all Front Office operations to include Front Desk, Bellmen and Doormen, and Grab and Go.
- Continuously working to improve results with room revenue, productivity, and customer services.
- Development and train Front Office managers and all associates working in Front Office areas towards providing optimal friendly services.
Assistant Director of Reception
SHERATON NEW YORK TIMES SQUARE HOTEL
New York
03.2007 - 09.2023
- Full-service Hotel offering 1780 rooms, employing 1100 associates.
- Assist the Director of Guest Relations with overseeing all Front Office operations and working to ensure that the highest levels of hospitality are provided by Associates at The Sheraton New York Times Square Hotel.
- Responsible for Directing all operations the Guest Services Department.
- Assist the Director of Guest Relations in directing and leading Guest Service and PBX operations.
- Scheduling appropriate staff in accordance with budget for Guest Services and PBX.
- Monitor phone statistics and office activities to ensure phones are answered in a timely manner, and phone conversations are professional and customer friendly.
- Assist in training and development of all Guest Service and PBX Associates.
- Use Star Guest to facilitate reporting of service delivery concerns to other operating departments. corroborate with departments to develop corrective actions to improve customer service delivery.
Assistant to the Director of Services
NEW YORK HILTON MIDTOWN
New York
02.2001 - 05.2005
- Full – service Hotel offering 2000 rooms, employing 1400 associates.
- Assisted with managing daily housekeeping cleaning operations for guest rooms, public areas, and back of the house spaces in conformance with Hilton standards.
- Implemented and directed an automated uniform department to include equipment construction, and installation.
- Successfully implemented an automated, systemized process of cataloging uniforms for all hotel departments using an RFID system designed to control inventory.
- Managed twelve associates responsible for staffing the uniform department, for linen and laundry operations. Liaison with linen, laundry, and uniforms vendors to ensure products and services were delivered as per specified.
Front Office Manager
NEW YORK ROOSEVELT HOTEL
New York
01.2000 - 01.2001
- Full – service Hotel offering 1000 rooms.
- Directed All Front Office operations to include Front Desk, Telecommunications, and Guest Services.
- Provided on-going training, development, and supervision for a staff of sixty with a focus on providing optimal customer services.
- Was responsible for redesigning the check-in process at the Front Desk, which resulted in reducing check-in time an average of about six minutes per check-in.
Education
Master of Business Administration -
Keller Graduate School of Management
Long Island City, New York05.2007
Business Administration, Human Resources Management
Keller Graduate School of Management
03-2007
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
Summary of Qualifications
- Experienced in Hotel Accounting, Front Office, Housekeeping, Telephone, and Guest Service operations.
- Exceptional analytical and managerial skills to contribute towards enhancing daily operational efficiency.
- Experienced at working in both union and non-union environments.
Timeline
Director of Front Office Operations
Manhattan Times Square Hotel
09.2023 - 04.2026
Assistant Director of Reception
SHERATON NEW YORK TIMES SQUARE HOTEL
03.2007 - 09.2023
Assistant to the Director of Services
NEW YORK HILTON MIDTOWN
02.2001 - 05.2005
Front Office Manager
NEW YORK ROOSEVELT HOTEL
01.2000 - 01.2001
Front Office Manager
NEW YORK MARRIOTT EAST SIDE HOTEL
Assistant Front Office Manager
NEW YORK MARRIOTT EAST SIDE HOTEL
New York Marriott Marquis Hotel
Master of Business Administration -
Keller Graduate School of Management
Business Administration, Human Resources Management
Keller Graduate School of Management