Hutchinson Community College

Leader in the Hospitality Industry

Dallas, Texas, United States

HEI Hotels & Resorts

Front Office Manager

DFW Airport Marriott South

Responsible for assisting the FOM with the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Dallas/Addison Marriott Quorum by the Galleria

Assistant Front Office Manager

Lead, develop and manage a Department that provides world class service in 4 diamond Hotel while collaborating and directing activities of the Front Office, Concierge, Valet, Transportation, Bell and Door persons in order to ensure standards, policies and procedures are being met. Review daily arrivals, VIPs, special requests, group needs, room assignments and coordinate with all other Departments to ensure service levels are adhered to. Ensure maximization of revenues, control of expenses and manages budget(s). Maintain positive and productive working relationships with other employees and departments to promote a team environment. Maintain labor costs within budgets as directed by the financial budget of the Hotel and department. Provide updates and reports of all guest complaints and incidents, as well as take action to avoid repetition of any incidents, accidents, thefts, or complaints. Enforce to Hotel safety standards and ensure employees are trained to respond properly to any hotel emergency or safety situation.

Omni Hotels

Guest Services Assistant Manager

Responsible for maximizing revenues for both Expedia Inc. & key hotel partners in the assigned region by assisting internal management teams and key supply partners in identifying, implementing and executing strategic initiatives which improve key business metrics and ensure Expedia’s offerings are appropriately positioned to be competitive and maximize opportunities for distribution and marketing of product offerings within the assigned region.Effectively consult with hotel partners to secure competitive rates and deliver improved metrics; improve product competitiveness through effective price renegotiations.Evaluate market trends and competitor activity; provide the Market Management team with analysis and recommendations for potential actions and next steps.Perform market competitiveness reporting; reporting and tracking progress of programs and initiatives and analyzing their impact on market performance.Manage promotional campaigns in market, including pitching promotional opportunities to partners and soliciting deals from hotels

Expedia

Market Manager

Ensured quality services experience for guest from their check-in to their check-out by fulfilling guest request for amenities overseeing the timely delivery of room service and solving guest related service issues.

Joule Hotel

Guest Service Associate

General Manager, Fostered an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Managed front-end operations to ensure friendly and efficient transactions at check-in and checkout. Recruited trained and managed hotel staff to obtain numerous “Service Excellence Awards” Selected Contributions:Awarded “Most improved hotel of the year” the first year as General Manager.Awarded “Service Excellence Award” for propelling hotel’s ranking in Guest Satisfaction from regional ranking of #56 to regional ranking of #10 within the first three months as General Manager.Awarded “Service Excellence Award” for improving hotel’s breakfast service from regional ranking of #65 to regional ranking of #10 within the first six months as General Manager.Award “Gold Excellence Award” for elevated hotel’s guest-satisfaction index from 86% to 92% within the first two years as General Manager. Ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.Reduced staff turnover by 10% in the year as General Manager and further reduced staff turnover by an additional 15% in the second year as General Manager. Staff retention was improved due to the success of employee-development and moral building program.Responsible for record-high sales

Springhill Suites by Marriott

General Manager

Increased area of responsibility culminating in management role with oversight for a select-service hotel. Directed 24 employees and managed P&L, sales, inventory, merchandising and cost controls. Maintained high standards in sanitation and safety and complied with regulatory guidelines.Supervised and trained new associates in developing job skills for the hotel.Introduced training programs that enhanced employee performance and helped build a motivated workforce.

Neil Stokes