Front Office Product Development
Resume:
*******@*******.***
Laronda N. Williams
HOSPITALITY LEADER & LICENCED CAM54970
North Miami Beach, FL
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Operations professional with repeated success in turnaround situations - proof positive and developing teams that win and businesses that thrive, grow and set the example organization wide. Currently leading operations with 9 direct reports. Repaired staff turnover by mentoring team members and implementing better hiring and training practices
Streamlined efficiencies in core operating areas - production, labor and cut operational cost by 2%
Executed leader led trainings on product development and strategizing to increase revenue
Tactfully separated with associates who consistently underperformed Coordinated landscaping and building repair task as required
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Detail-oriented and performance-focused professional Leader with extensive experience in training and developing teams. Providing employers with expert opera training and development. A self-motivated Oracle developer and trainer with a strong technical background in deployment and system installs. I am self-discipline and dependable. Proven track record to play a key role throughout the system development / support life cycle of a project to ensure that quality solutions meet. A quick learner who can absorb new ideas and can communicate clearly and effectively.
Migration of Opera Cloud systems and programing
Deployment and clear training execution with senior leaders - GMs, Hotel Managers and associates
Involved in the support, maintenance and development of critical systems Negotiated contracts with Vendors
Provided technical support to properties after turnover day
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Dependable Hospitality Manager with extensive experience in the Hospitality industry and a focus to improve sales, employee turnover and positively impact company revenue. Excellent ability to manage a system of inventory and maintain high standards of product quality and service. Was instrumental in increasing quarterly sales performance by 20% during the last six months and leadership tenure is backed by a Bachelor of Science and numerous diplomas in Food Service, Hotel Management and Hospitality Administration. Responsible for all Front Office Operations in a 1504 room Resort with a team of 65 direct reports
Perform special revenue-related projects as requested by the finance management team and assist auditors in handling technical inquiries Work closely with 3rd party data aggregator to recognize gross revenue and participate in initiatives for ongoing process and systems improvements Implemented resort up sell program increasing room revenue by 30% Develop recommendations and action plans based on data-driven insights and partnered with cross-functional stakeholders to execute
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Detail-oriented manager a proven history of increasing productivity with employee morale- boosting initiatives. Service orientated, deadline driven and an exemplary record of securing recurring clients and guests. I will add value by creating new business development strategies to ensure the expansion of client territories taking revenue to the next level. Increased morale by implementing Team member of the Month incentive program Reviewed monthly P&L report with Senior Controller to ensure department was aligned with forecasted budget month over month and year to date Professional Experience
Assistant General Manager 2021 Current
Cambria Fort Lauderdale Beach
Opera Cloud Training Manager Installer 2022 Current Wyndham Hotels ENG InfoTech
Front Office Manager 2015 2020
Fontainebleau Miami Beach.
Hotel Manager On Duty 2007 2015
Fontainebleau Miami Beach
Portfolio
Transformational Leader bringing over
15 years' experience in opening and re-
branding a variety of lodging and
restaurant operations. Recognized for
exquisite time management and
inventory control. Solid tactics for
training Leading and implementation.
Praised by executive members as a
pioneer for profit and change. Headed a
mentoring program which assisted team
members in adopting the idea that they
are viable shareholders within the
establishment. This in turn increased
employee morale and improved the VOG
scores by 20% department wide.
Diverse experience in operations,
accounting and sales management:
offering a cutting edge approach to
guest retention and a growth in
profit. An eye for reducing expenses
and increasing profit. Working closely
with Sales Operations to streamline
the processes and improve efficiency
with a can-do mindset and readiness
to take on difficult tasks for the
benefit of the company and
associates alike.
Unique ability to multitask in a high
demanding fast pace environment:
swiftly, demonstrating a strong sense
of urgency and empathy while
maintaining a calm tone in an
extremely busy environment. Goal
oriented and result driving with the
Summary
Formatted and outlined departments Critique for monthly budget to limit and control unnecessary spending
Overseen Guest Relations and Recovery task force to ensure guests retention and increase guest satisfaction scores property wide
Solicited information from administrative staff, executive leadership and other department leaders to make informed decisions regarding operational changes
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Effectively managed a staff of 35, coordinated schedules and enforced company policies by negotiating conflicts in a fair but firm manner. Administered shifts opening and closing procedures. Trained staff on property management system. Supervised and evaluated the development and learning of each employee in a timely and fair manner. Trained, assisted in evaluating employees.
Build strong working relationships with the Heads of each functional area within the Division as well as other Division leaders within the Brand Capitalize on business opportunities and risks in-season through utilizing sales performance and marketplace information provided by the Sales, Marketing and Revenue management functional teams
Working with marketing teams to make sure the guest rooms has all necessary marketing material, including business cards, flyers, and sales decks Identify talent and groom future leaders through stretch assignments while acting quickly on employees whose work consistently falls below the company's standards Enforced procedures for the acceptance, security and return of guest lost and found items
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Built a highly successful Front Office team by providing strategic and operational solutions that supported "At Your Service" mindset that improved guest satisfaction scores by 15% and Team member satisfaction scores by 50%. Led engagement planning and project management of a wide variety of endeavors for team members, clients and guests that ranged from a start-up chain hotel through restructuring and branding. Regularly served as HR alliance manager to insure successful leverage of internal and external communication and implementation.
Managed performance, recruited, trained and developed Front office associates Direct subordinates effectively towards the accomplishment of tasks and goals Created New departmental procedures manual that increased employee productivity and maintained consistency
Collaborate with the Senior Leaders deliver on business strategy and financial results to company stakeholders
Played a key role in the Grand Opening and branding of the hotel
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Administered an exceptional level of diplomacy while serving guests and team members. Successfully oversaw and managed the build and opening of a sundry shop within the hotel. Directly responsible for creating the guest cycle to ensure guest retention and repeat business. Implemented the Platinum standards initiative and incentive program for 40 plus associates. Measured the effectiveness of the program through guest feedback via Tripadvisor, Yelp and surveys.
Created and executed innovative front office strategies that drove the hotel to exceed guest satisfaction and increase revenues
Organized and directed associate training programs, resolve personnel problems, hired new staff and evaluate employee performance
Provide training, development, professional discipline and positive support for all department employees to ensure qualitative standards and growth, depth and development
Lead daily line ups
Balanced department checkbook to ensure spending budget was maintained Assistant Executive Housekeeper 2005 2007
The Alexander
Assistant Front Office Manager 2003 2005
Spring Hill Suites Marriott
Front Office Supervisor 2001 2003
Amerisuites
Concentration: Hospitality Sales and Marketing
Education
Bachelor of Science - Hotel Management Studies
Johnson & Wales University
ability to maximizing the
performance of others.
Expert in transforming strategic
plans into tactical initiatives for
national and international programs.
Motivator and coach combining
business acumen with analytical
depth to align operational
efficiencies with corporate goals.
Strategic and Crisis Management
Budgeting and forecasting
Client database management
Team Negations and Relations
Coaching and Monitoring
Problem Solving and Prevention
Grand Opening and Branding
Team Leadership and Collaboration
OperaV5 Opera Cloud
Oracle
Choice Advantage
Profit Sword
P&L Function and Review
Checkbook Balancing
Scheduling
Payroll reconciliation and processing
Hotsos
Kronos
Fosse
Taleo
ICIMS
Synxis Sabre CRS
REDROCK
Windows 365 Excel Office Word
Core Competencies
Licensed Community Association
Manager Fl
Certified – Hospitality and Tourism
Management: Florida Atlantic
University, Boca Raton Fl
Certified - Food Safety Manager:
The National Registry Of Food Safety
Professional
Capture the Sale Certificate – Prime
Hospitality Corp
Certifications
Achieving company goals and
consistently exceeding my targets.
Interest
Concentration: Hospitality Law
Associates of Science - Hotel Management Studies
Johnson & Wales University
High School Diploma
William H. Turner Technical Arts High School
Skills
Strategic Planning and
Implementation
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