Manager Service

SANDRA HAMILTON

*** ******* *****, ***********, ** 07751 H 732-***-**** C 908-***-**** *********@***.***

OPERATIONS/SERVICE MANAGER DIRECTOR OF SERVICE

TURNAROUND SERVICE OPERATIONS AWARD-WINNING PERFORMANCE EXCELS IN EMPLOYEE ENGAGEMENT

Five-time winner of the Marriott Corporation’s coveted ‘Tiffel Service Awards’ (1995, 1997, 2003, 2004, 2006)

Highly accomplished, vibrant, and engaging service and operations management professional with a solid track record of success in driving improvement in service operations and guest satisfaction; consistently exceeding all goals and expectations. A dynamic, proven leader in reversing underperforming operations by fully engaging and developing employees for improved performance; excels in tackling new and diverse challenges. Remains calm and composed under pressure; excels in dealing with emotional topics and difficult situations.

VALUE PROPOSITION

Turnaround Agent Catalyst for Improved Service Performance Excels in Motivating Employees

Bilingual (Spanish/English) Union & Non Union Environments Change Management Hands-On, Engaged Leadership

Recruitment, Training and Development Expertise Vibrant, Positive Disposition

PROFESSIONAL NARRATIVE

HAMPTON INN & SUITES HOTEL, Harrison, NJ 2010 – 2011

ASSISTANT GENERAL MANAGER 165 Rooms - 1,440 SF Function Space

Oversee day to day operations; contributing to the increase in salt scores from 56% to 83% and combined overall from 52% to 90% in first year.

SHERATON WOODBRIDGE HOTEL (now Marriott Renaissance Hotel), Woodbridge, NJ 2007 – 2010

ASSISTANT GENERAL MANAGER 311 Rooms - 25,000 SF Function Space

Managed day to day operations and assisted in the conversion from a Sheraton to Marriott Renaissance brand; oversaw 60+ employees.

MARRIOTT CORPORATION [Corporate Owned or Managed Hotels], New Jersey and Florida Locations 1985 – 2007

Continuously promoted to increasing levels of responsibility and oversight; recognized for proven leadership in engaging, motivating, and developing staff for dramatic performance improvement in service and operations.

Princeton Marriott Conference Center at Forrestal, Princeton, NJ | 2005 – 2007

OPERATIONS MANAGER 300 Rooms - 35,000 SF Function Space

Brought on board to assist in the acquisition conversion from a Doral to Marriott brand; overseeing 70+ employees. Concurrently managed both Trenton and Princeton properties; overseeing operations until a new GM could be found for Trenton.

• Overcame challenges in motivating an underperforming, highly tenured staff; meeting each employee one-on-one to discuss new expectations and build a positive relationship needed to fully engage commitment.

• Provided extensive training, coaching, and mentoring to both management and staff; developing a cohesive, high performance team committed to uphold the Marriot standard.

Trenton Marriott at Lafayette Yard, Trenton, NJ | 2001 – 2005

DIRECTOR OF ROOMS DIVISION AND RESTAURANT OUTLET 250 Rooms - 11,000 SF Function Space

Promoted lead service and room operations build out for startup property; overseeing 10 managers and 90+ employees.

• Trusted for tenacious leadership and innovative problem solving; taking on challenge to recruit, train, and develop service staff for a new property in a highly challenged labor market for the first hotel in Trenton, NJ, in 16 years.

• Faced a deeply depressed and challenged labor market; working with the local Department of Labor to carefully identify candidates and launch an intensive service training program to develop unskilled individuals.

• Pioneered and mandated a 2-week, intense training program be developed; successfully hiring, training, and grooming service associates with no prior professional or service experience.

• Played a crucial role in managing conversion to a unionized property; working closely with housekeeping, server, and banquet staff to ensure communications were clear, accurate, and within union guidelines.

SANDRA HAMILTON H 732-***-**** C 908-***-**** *********@***.*** PAGE 2

Trenton Marriott at Lafayette Yard, Trenton, NJ | 2001 – 2005 (Continued)

DIRECTOR OF ROOMS DIVISION AND RESTAURANT OUTLET 250 Rooms - 11,000 SF Function Space

• Propelled property from 35th to 11th place in regional ranking; leveraging exceptional leadership, hands-on management, training, and staff development skills to exceed all expectations for this property.

• Increased Quality Assurance (GSS) scores from 46% overall satisfaction to 80% within 18 months; playing a key role in instilling a service culture commitment.

• Served as chairman for Quality Assurance Committee; investigating and addressing service issues at the tactical level; conceiving and implementing solutions as needed to improve overall service experience.

Newark Airport Marriott, Newark, NJ | 1998 – 2001

FRONT OFFICE MANAGER 600 Rooms - 13,000 SF Function Space

Brought on board to overhaul and reshape service culture; overseeing 90+ staff and management.

• Reversed a poor, existing service culture; leveraging a hands-on, firm management style to reestablish and enforce Marriott service standards and expectations.

• Boosted guest retention by 10-15% within 18 months; overhauling discourteous and rude behavior, successfully reshaping hotel culture to one of service and urgency in attending guest needs.

• Managed entire recruitment and training process of staff and management; recruiting, interviewing, hiring, and supervising 90+ associates, developing extensive management training in all areas of hotel operations.

Fort Lauderdale Marriott, Fort Lauderdale, FL | 1996 – 1998

DIRECTOR OF SERVICE 618 Rooms - 12,000 SF Function Space

Transferred to Fort Lauderdale property to improve service operations; overseeing 70+ employees.

Hanover Marriott, Hanover, NJ | 1994 – 1996

DIRECTOR OF SERVICE 353 Rooms - 8,850 SF Function Space

Promoted to improve service and operations; overseeing 65+ employees.

• Achieved #1 housekeeping ranking within the entire Marriott Corporation nationwide; cultivating a culture of respect, appreciation, and hands-on/on-the-floor management style to fully engage staff in an overall service vision.

• Propelled property from the 30th percentile to a #1 ranking within 18 months; instilling a sense of pride, engagement, and awareness amongst the staff; teaching on service delivery standards, expectations, and guest touch points.

New York Marquis Marriott, New York, NY | 1985 – 1994

HOUSEKEEPING MANAGER ASSISTANT HOUSEKEEPING MANAGER ENGINEERING ASSISTANT

2,000 Rooms - 101,450 SF Function Space

AWARDS & RECOGNITION

Five-time winner of the coveted Tiffel Service Award, Marriott Corporation |1995, 1997, 2003, 2004, 2006

The highest award given by the Marriott annually; achieved the highest GSS and Cleanliness Scores in the region.

Manager of the Year, Trenton Marriott at Lafayette| 2003 Manager of the Year, Hanover Marriott |1995

Selected by the General Manager& Executive Committee; achieved the highest standards in Guest Satisfaction Scores.

Manager of the Quarter, Hanover Marriott | 1995

Rated #1 in the region in Cleanliness Scores; dramatically improving Guest Survey Satisfaction Scores.

LANGUAGES: Proficiency in both Spanish and English | TECHNICAL PROFICIENCIES: Microsoft Office Word, Excel General Brand System PMS, Marsha, Micro, Delhia, Galaxy, Light Speed, and ONQ System

EDUCATION: Bachelor of Arts in Liberal Studies, College of New Rochelle, New York, NY | Graduated Summa cum Laude

PROFESSIONAL DEVELOPMENT & CERTIFICATIONS: Wedding Planner Certification, Extensive Restaurant Training Programs,

Regional Diversity Leadership Council

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