EXperience Leadership & Management of Hospitality
Resume:
Marcus A. James
******@*******.***
A Combined 14years of management experience within Customer Service & Guest Service
Management/ Operations Management/ Retail Management/Hospitality Management
• • •
Hotel, Theme Park& Cruise Budgets, P&L, Labor, Payroll, Strategic Planning /Project
Line Management Exp. Management
Scheduling
• Building Relationships
• • •
Operation Management Training & Development, Drive Results /Meet
Performance Management Deadlines
• • •
Guest & Customer Mgmt. Project Management Decision Making/ Problem
Solving
• Excellent Communication
• • •
Staffing & Recruitment Computers: Microsoft Willing to relocate
( Union & Non-Union) Applications, SAP,TALEO,
• Opera, Hilton OnQ, Internet
Manage 15 – 200 employees
WORK EXPERIENCE
EMBASSY SUITES HOTEL Managed by Hilton 04/08/2013 - 09/20/2013 Tampa, FL
Executive Housekeeper ( Housekeeping Division Head)
• Oversee the cleanliness and hospitality operations of all 360 two bedroom suites
• Lead a staff of 5 Supervisors 31 housekeepers,4 laundry attendants, 4 public space cleaners
• Oversee housekeeping & laundry daily operations to ensure productivity and cost management
• Conducts annual performance appraisals with direct reports
• Conducts daily inspections to ensure cleanliness of suites
• Manage department budgeting, forecasting, inventory control, P&L and departmental expense of labor
• Create and develop business relationship with internal and external business venders
• Develop and lead product knowledge initiatives to manage customer retention and comment
• Recruit, interview and train team members and Temporary Work Agencies in surrounding areas
• Participate in planning of capital budget financials for property
• Strong partnership with Food & Beverage, Sales Team, Chief Engineer and Director of Front Desk
ROYAL CARIBBEAN CRUISE LINE 05/31/2011 – 05/15/2012 Miami, FL
Assistant Executive Housekeeping Manager
• Managed a 5 Star cruise line housekeeping operation of 1020 guest stateroom/ 37suites
• Lead a staff of 7 managers, 3 Supervisors 78 housekeepers, 15 laundry attendants
• Oversee housekeeping & laundry daily operations to ensure productivity and cost management
• Conduct monthly inventory of linen, supplies, chemicals and equipment to manage P&L
• Manage division budgets and financial reports
• Manage maintenance work orders damage issues or rooms and property
• Developed departmental action plans of audit/inspection findings within the operation
WALT DISNEY WORLD COMPANY 2007 – 2011 Lake Buena Vista, FL
Housekeeping Manager – Disney’s Caribbean Beach Resort
• Managed housekeeping operations of 2,112 luxury guest rooms and 200 unionized employees, 5 supervisors
• Mange labor hours and staffing for daily operations
• Develop relationships with Front Office, Food & Beverage, Maintenance, Horticulture and Custodial
• Exceeding cleaning standards objectives thru progressive and comprehensive cleaning processes
• Launched an effective recognition program and training initiatives for employees
WALT DISNEY WORLD COMPANY 2006 - 2007 Lake Buena Vista, FL
Guest Service Manager of Disney Photo Imaging –Epcot
• Managed a daily operation of 150 professional photographers throughout 4 theme parks
• Overseen development of employees, sales, profits for assigned areas
• Increased sales by $100,000 at venue by changing business bench-marks expectation
• Trained and educated employees of product and services initiatives
• Forecasted and managed staffing needs for daily operations without labor cost increase
BJ’S WHOLESALE CLUB 2005 – 2006 Kissimmee, FL
Retail Customer Service Manager
• Managed all frontline operations and sales goals
• Hired, train new employees and execute performance evaluations to employees
• Increased clubs sales by 10 % by creating performance initiatives to exceed daily sales goals
• Supervised all department team leaders to delivery excellent customers service throughout the store
WALT DISNEY WORLD COMPANY 2003 - 2005 Lake Buena Vista, FL
Entertainment Manager - Magic Kingdom Theme Park/ Disney’s Animal Kingdom
• Managed entertainment operations of 80 -150 theme park unionized performers
• Directed show programs to enhance entertainment shows performances
• Trained and recruit performers for entertainment venues throughout property
• Senior Operation Manager of entertainment special events and projects
• Delivered daily evaluations and performance feedback to performers
• Forecasted and managed staffing needs for daily operations without labor cost increase
WALT DISNEY WORLD COMPANY 1999 - 2003 Lake Buena Vista, FL
• 1999 : Theme Park Attractions Operator
• 1999 – 2002 : Entertainment Performer
• 2002: Partners Credit Union( Banking) – Teller
• 2002 – 2003 : Payroll & Scheduling of Theme Park Operations
EDUCATION
University of Phoenix Orlando, FL Masters of Business Administration 02/2009 –07/2010
University of Phoenix Orlando, FL Bachelor of Science – Business Management 05/2004 -12/2008
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