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Click here or scroll down to respond to this candidateCandidate's Name
Orlando, Florida Street Address EMAIL AVAILABLE PHONE NUMBER AVAILABLEWork ExperienceGuest Services ManagerWyndham Orlando Resort International DriveNov 2023 to PresentEusure that the check-in and check-out process runs as smoothly.Respond to guest complaints in a professional and polite manner.Implement procedures to improve guest service.Hire and train staffCounsel, coach, discipline and terminate members as appropriate with General Manager and Human ResourcesReview guest service scores daily to identify areas of improvement, recognize positive achievement and implement the correct action where necessary.Ensure all brand standard training is completed within the time frame as dictated by the brandAssistant General ManagerStaybridge HotelApril 2023 to Nov 2023Ensure company brand standards of operations are strictly adhered to.Ensure department heads have proper coverage through adequate staffing.Resolve guest issues to ensure high guest satisfaction in a tactful and courteous manner.Review guest service scores daily to identify areas of improvement, recognize positive achievement and implement the correct action where necessary.Monitor the operation to ascertain budgeted goals are achieved.Maintain high sanitation standards for food handling and maintenance equipment.Counsel, coach, discipline and terminate members as appropriate with General Manager and Human Resources.Hire and Train team members to maintain a smooth and efficient operation.Ensure all brand standard training is completed within the time frame as dictated by the brand.Ensure weekly schedules reflect business needs and are adjusted accordingly.Maintain Personnel and payroll files in compliance with company policy.Assistant General ManagerHyatt Place Coconut PointJanuary 2021 to March 2023Select service property located in the Coconut Point Mall consisting of 108 spacious guestrooms, complimentary breakfast bar, The Placery and a grab and go market, swimming pool, fitness center, 100 sq ft of flexible meeting rooms with audiovisual equipment.Ensure company brand standards of operations are strictly adhered to.Ensure department heads have proper coverage through adequate staffing.Resolve guest issues to ensure high guest satisfaction in a tactful and courteous manner.Review guest service scores daily to identify areas of improvement, recognize positive achievement and implement the correct action where necessary.Monitor the operation to ascertain budgeted goals are achieved.Maintain high sanitation standards for food handling and maintenance equipment.Counsel, coach, discipline and terminate members as appropriate with General Manager and Human Resources.Hire and Train team members to maintain a smooth and efficient operation.Ensure all brand standard training is completed within the time frame as dictated by the brand.Ensure weekly schedules reflect business needs and are adjusted accordingly.Maintain Personnel and payroll files in compliance with company policy.Director of Front OfficeKalahari Resorts and ConventionsJanuary 2018 to March 2020Annual Sales Volume: $150+ MillionIndoor and Outdoor Waterpark and Convention Center consisting of 977 guest rooms, 12 dining outlets, in-room dining, 230,000 square feet of meeting space, spa facilities, retail shops and 40,000 square feet Entertainment Center with mini bowling, miniature golf, 5-D Theater/Ride, free-roaming virtual reality and arcade games.Directs Front Office operations and guest experience through leadership of Front desk, Concierge, Guest Services, Lobby Ambassadors, PBX, Bell and Valet staff.Manages 1 Front Desk Manager, 7 Supervisors, 55 Front Desk Agents, 15 PBX employees, 20 Valets and 7 Concierge Associates Maintained 80% occupancy rate in 2018.Property is in a drive-up market receiving ~600 arrivals per day, with 500+ arriving between11am - 3pmEstablished incentives, strategies and guest service programs improving guest satisfaction scores from 79% to 83%Drove initiative to increase property revenues by effective upselling through consistent hands-on training, development, awareness and leading by example.Responsible for management of all financial resources (budget, cost controls, material inventorycontrol and procurement) for the front office and concierge departmentsParticipated in room inspection program and MOD program.Continuously and successfully executes strategic decisions coordinating all departmental units in an extremely fast paced and busy operation.Proactively addresses guest complaints and comments through Digital Alchemy surveys and by personally interacting with guests to obtain direct feedback and providing immediate solutions In charge of team management, hiring, training, scheduling, supervision and performance evaluations Develops weekly/monthly forecast and budget tracking.Prepares daily budget and market trends reports for Rooms TeamDirector of HousekeepingHilton New Orleans Riverside - New Orleans, LAFebruary 2016 to January 2018Annual Sales Volume: $155+ MillionAAA Four Diamond Award winning river front hotel facing hotel connected to the Outlet Collection atRiverwalk; adjacent to Harrah's and the convention center and three blocks from the French Quarter. Hotel features 1622 guest rooms, 74 suites, 130,000 square foot of total event space, 37 meeting rooms, 90,000 square foot full-service health club complete with basketball, racquetball, squash, and tennis courts, anManaged and developed a staff of 70 hourly team members, 5 Assistant Director/Managers and 80 contract associates.Recruited directly by Director of Rooms to lead turnaround of troubled housekeeping department.Directed operations of the housekeeping and laundry areas of the hotelDeveloped and rolled out new departmental policies and procedures to achieve high quality cleanliness, maintenance and aesthetic value.Created and implemented new training manual and training program for all positions.Monitored and developed team member performance by the introduction of Quality Inspection scoring system based on monthly evaluations and delivering staff recognition and rewards.Motivated and maintained morale of department to ensure satisfaction of staff and positive working environment, increasing overall associate opinion satisfaction survey of 95% within first 3 months Created and implemented new weekly inventory and ordering program and oversaw all purchasing/ invoicing for department with respect to budget and forecasted occupancy levels.Maintained department checkbook.Monitor and develop team member performance by the introduction of Quality Inspection scoring system based on monthly evaluations and delivering staff recognition and rewards.Developed annual departmental budget.Prepared monthly highlight report to explain monthly profit & loss performance.Managed payroll and expenses, as not to exceed budgeted cost per occupied room.Increased cleanliness scores by 5%Conducted engaging and high energy daily pre-shift meetings.Participated in the hotel MOD program.(Reason for leaving: Hired by hotel when it was corporate owned. Once hotel was sold, new owner brought in their own management team. GM, Director of Food and Beverage, Director of Rooms, and Director of Housekeeping immediately replaced and found opportunity quickly at Kalahari.)Director of RoomsStarwood Hotels and ResortsJune 2012 to March 2016Annual Sales: $6+ MillionHired as Front Office Manager at Four Points by Sheraton Orlando Studio City in Orlando, FL Modern business and leisure hotel in the heart of Central Florida on celebrated International Drive located near major hotspots like Universal Studios theme parks, Islands of Adventure, SeaWorld, WaltDisney World Resort, and within the nation's second largest convention center21 floors, 301 guest rooms, on-site dining at Tropical Palms Restaurant, an outdoor heated pool, a24-hour fitness center, 7400 square feet of meeting space, and business center servicesPromoted to Director of HousekeepingPromoted to Director of Front OfficeManaged 1 Housekeeping Manager, 6 Supervisors, 7 Housemen, 25 Room Attendants, 8 Laundry AttendantsMaintained expenses under budgeted cost per occupied room, using the Buy Efficient purchasing system.Maintained labor under budgeted and PDQ productivity.Developed department standard operating procedure.Trained and developed housekeeping staff.Maintained labor under budgeted and PDQ productivity.Developed department standard operating procedure.Decrease room attendant productivity from .59 to .35.Controlled Labor & Operation expenses, as not to exceed budgeted cost per occupied roomCreated and implemented training programs for all positions.Improved Guest Expectation Index scores, for cleanliness of room, bathroom and Hotel by 5%Developed and implemented inspection program for Housekeeping SupervisorsMoved to Director of Rooms for Sheraton Detroit Metro Airport Hotel in Romulus, MIStylish hotel situated near Detroit Airport featuring 359 Guest rooms, 21,146 square feet total event space over 16 event rooms, in-room dining, 2 restaurants, fitness center, and swimming pool Directed all operations and the management of team members within the Front Office, Guest Services, Housekeeping, Laundry, Bell Desk, Pool, Activities Desk, and Transportation departments to include hiring, training, and scheduling of staff in addition to adhering to all Sheraton operating standardsMentored, developed and managed 1 front office manager, 15 front desk agents, 4 front desk supervisors, 3 assistant managers, 8 PBX operators, 1 guest services manager, 10 bellmen, 10 shuttle drivers, 1 housekeeping manager, 1 lead housekeeping supervisor, 7 housekeeping supervisors, 30 room attendants, 10 housemen, 1 laundry supervisor, and 8 laundry attendants.Ensured effective and proactive yield management, increasing RevPAR index within the competitive setPrepared annual budgets and administered in a fiscally responsible manner.Controlled all purchases for the departments, remaining consistently aware of quality and costParticipated in the preparation of the annual strategic plan and achieve the goals and targets therein.(Reason for leaving: Moved to the Southeast and sought after by the Director of Rooms at Hilton in New Orleans.)Director of RoomsSeralago Hotel & Suites Main Gate - Kissimmee, FL2005 to 2012Annual Sales: $4+ MillionFamily-friendly resort located near all of the Orlando and Kissimmee attractions including Magic Kingdom, Disney's Hollywood Studios, Epcot, Disney's Animal Kingdom, ESPN Wide World of Sports, and SeaWorld614 guest rooms, two-room suites, and Kid's Suites, full-service restaurant, food court, 2 swimming pools, and 24-hour fitness centerManaged 1 Front Office Manager, 4 Front Office Supervisors, 23 Front Desk Agents, 1 Housekeeping Manager, 9 Housekeeping Supervisors, 60 Room Attendants, 11 Housemen, 1 Reservations Manager, 15 Reservation Agents(Reason for leaving: Out lived time at family-owned private labeled resort. Took advantage of opportunity at new Four Points by Sheraton hotel.)EducationBachelor of Science in AccountingRobert Morris College - Chicago, ILSkillsMicrosoft Office, Budgeting, Scheduling, Cash Handling, Yield Management, Forecasting, Training, Labor Management (10+ years)SchedulingCash HandlingBillingReceptionistHousekeeping ManagementGuest ServicesQuality InspectionValet ParkingExpense ManagementCertifications and LicensesCDRE Certified Rooms Division Executive |
