Manager Employee Relations

Lashanda Davis

adg1ix@r.postjobfree.com 832-***-**** linkedin.com/in/lashanda-davis-94623571 Houston, TX

Communications Manager

Progressive self-starter and dynamic team leader with more than two decades of experience providing exemplary customer service. Equipped with meticulous attention to detail and administrative acumen. Demonstrated success managing multiple projects simultaneously, solving problems, and making judicious decisions in multifaceted, fast-paced environments. Versatile and agile; adapts easily and positively supports change. Remains composed in emergencies and stressful situations. Excellent communication and relationship development skills.

Core Competencies

Business Strategy

Coaching & Training

Community Outreach

Crisis Management

Employee Engagement

Operational Oversight

Problem Solving

Stakeholder Relations

Team Leadership

Customer Care

Process Improvement

Vendor Negotiations

Professional Experience

HILTON AMERICAS HOTEL, Houston, TX

Communications Manager, November 2005 – May 2020 (Furloughed, COVID 19)

Direct team of 10 employees acutely focused on improving guest loyalty. Provide supervision and guidance to staff according to established policies and management guidance. Foster a customer-centric culture and assess service levels. Collaborate with leadership and team members to secure optimal productivity and brand standards. Actively support development and training to advance client relations, grievance resolution, and initiatives to compel guest satisfaction and loyalty. Diligently monitor communication protocol and performance metrics. Manage staff; proficient interviewing, progressive training, appraising, and motivating techniques to retain talented team members. Plan and implement daily operations to steer results with employee engagement.

Key Contributions:

Awarded Manager of the Year in 2010.

Renegotiated in-room and mobile phone contracts, reduced costs by 20%.

Elected Chairwoman for Hilton Employee Relations Team.

Led team to win Hilton’s Blue Energy national community service award.

CROWNE PLAZA HOTELS & RESORTS, New Orleans, LA

Front Desk Manager, February 2000 – September 2005

Directed daily operations of new, 700-room hotel. Coordinated all front desk activities. Supervised 25 employees. Anticipated and satisfied guest requests within acceptable guidelines. Compiled reports for management, including occupancy reports and financial information. Served as liaison between General Manager and staff.

Key Contributions:

Displayed exceptional service to enrich the guest experience; increased satisfaction ratings by 15%.

Competently resolved internal and external problems with innovative programs to improve workflow.

INTERCONTINENTAL HOTEL, New Orleans, LA

Hotel Manager, March 1993 – January 2000

Oversaw day-to-day operations, including staff supervision and bookkeeping. Monitored billing and reconciliation of payments, to ensure prompt payments and cash-flow maintenance. Produced reports and recommendations for process improvements. Aligned administrative practices and business objectives to respond to problems and improve results. Conducted inspection of grounds, food, and rooms to ensure quality of service. Optimized team productivity.

Key Contributions:

Collaborated with staff and management; continuously exceeded performance goals.

Delivered outstanding quality service, surpassed goals by 15% YOY.

Education

Associate of Business in Business Administration

Delgado Community College – New Orleans, LA

Proficiencies

Microsoft Office Suite OnQ Synergy KIPSU Avaya 30 key console

Awards

Manager of the Year, Hilton Americas Houston Hotel, 2010

Volunteerism & Community Service

Avon Breast Cancer Walk Participant Support Team

Red Cross Pet Disaster Preparedness & Recovery Facilitator

Local Senior Organizations Prepared and distributed Amenity Hospitality Bags.

High School Career Days Visited local HS; conducted presentations about the Hospitality industry

Contact this candidate