Lelia Williams
Henrico
Summary
Accomplished Operations Manager with a proven track record at Courtyard by Marriott, enhancing customer satisfaction and streamlining operations. Expert in staff training and development, coupled with exceptional problem-solving skills, led to significant process improvements. Skilled in fostering team leadership and implementing effective recruitment strategies, ensuring operational excellence and positive guest experiences.
Overview
7
7
years of professional experience
Work History
Front Office Assistant Manager
Westin Hotel
01.2024 - Current
- Mastered Lightspeed and Service Express
- Checked guest in and out
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Responded to inquiries from callers seeking information.
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Place orders and take inventory for the market
- Train new employees
- Make sure that the cash drawer is correct
Operations Manager
Courtyard by Marriott
08.2021 - 05.2024
- I have master fosse operations
- Managed scheduling, training, and inventory control
- Daily and nightly audits
- Bank deposits
- Assist with product ordering
- Established positive and effective communication among staff
- I assist with checking guest in and out
- Solved problems if there were any with guest
- Delivered positive customer experiences by implementing effective quality assurance practices
- Collected customer fees, managed refunds and provided complete sales documentation
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Assisted in recruiting, hiring and training of team members.
Front Desk Manager
Candlewood Suites Hotel
01.2018 - 08.2021
- Mastered Opera
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Resolved guest complaints by addressing issues with rooms promptly.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Coordinated with sales department to identify potential leads from incoming inquiries.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Checked guests in out of hotel, made reservations, and processed payments.
- Kept accounts in balance and ran daily reports to verify totals.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
- Developed strong relationships with corporate clients, securing long-term contracts for group bookings.
- Promoted upselling opportunities to maximize revenue through available add-ons and packages.
Education
High School Diploma -
John F. Kennedy
Richmond, VA06-1991
Skills
- Listening skills
- File organization
- Problem-solving skills
- Process Improvement Strategies
- Team Leadership
- Staff Training and Development
- Recruitment and Hiring
- Originality and Creativity
- Staff Scheduling
Timeline
Front Office Assistant Manager
Westin Hotel
01.2024 - Current
Operations Manager
Courtyard by Marriott
08.2021 - 05.2024
Front Desk Manager
Candlewood Suites Hotel
01.2018 - 08.2021
High School Diploma -
John F. Kennedy
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