RIKKI ALLISON WILLIAMS

HOSPITALITY LEADER

•Hands-on hospitality leader with 10+ years of experience in administration, guest relations and human resources.

WORK EXPERIENCE

Marriott’s Crystal Shores, Marco Island, FL • Jun 2018 – Present

Manager

Key contributor to recruiting 100+ associates during resort expansion from 67 to 219 villas

Mentored and oversaw promotions of 10 long term associates to leadership positions

Leader of largest section of Marriott’s Crystal Shores 109 villas to include public space of fitness center, restaurant, activities center and lobby

Key contributor to onboarding of housekeeping associates

Maintained linen, cleaning supplies and guest supplies on a weekly basis

Provide Human Resource support for 80 associates

Conduct one - on - one monthly meetings with associates to ensure positive associate relations

o2018 Associate Relation Score - 74

o2019 Associate Relation Score - 99

Resolve any guest issues to ensure positive guest survey scores

Supported Director of Service with budget by providing proactive suggestions

oKey contributor to linen and guest supply budget recommendations

Conducted 40 villa inspections monthly and 2 public space inspections per day

Complete any additional tasks assigned by Senior leadership

Recognized as a resort coach for Guest Service Satisfaction program

Implemented “caught in the act” program to recognize outstanding associates who provide world class guest relations

Marriott’s Beach Place Towers, Fort Lauderdale, FL • Jan 2016 - Jun 2018

Manager (Apr 2017 – Jun 2018)

Maintained linen, cleaning supplies, and guest supplies on a weekly basis

Provide Human Resource support for 24 associates

Conduct one - on - one meetings with associates to ensure positive associate relations on a quarterly basis

Resolve any guest issues to ensure positive guest survey scores

Inspect villas and public space on a weekly basis

Complete any additional tasks assigned by Senior leadership

Guest Relations Manager/Exec Administrator/Human Resource Manager (Jan 2016 – Apr 2017)

Support the General Manager and Director of Operations on all resort functions

Schedule/Execute/Record all resort meetings and provide feedback to resort senior leadership

Key Contributor of onboarding for all associates to include ‘day one’ orientation and ongoing support through their first 90 days of employment

Resolve any guest issues as a representative of the General Manager or Director of Operations

Conduct “Lobby Lizard” shifts 2 hours a day to ensure positive guest experience

Support the Front Office with leadership coverage and provided training for 15 new associates

Recognized and Awarded for “Manager of the Quarter” against 25 other leaders.

Vacation Village at Parkway, Orlando, FL • Apr 2014 - Jan 2016

Guest Relations Manager

Assists front of the house with guest related issues

Responsible for following up with all ongoing concerns associated with visitors

Provides exceptional customer service to a property of over 2700 units, by providing information on hotel amenities, anticipating and responding to guests needs, listening to and resolving complaints

Enclave Hotel & Suites • Dec 2011 – Apr 2014

Accountant/Owner Liaison

Performs several accounts payable duties including cash reconciliation, batching/sorting/coding invoices, contacting vendors, and handling/organizing invoices both before and after they are paid.

Responsible for other accounting functions including adjustment schedules for reservations and vending machine revenue as well as performing monthly hotel cash audits and handling other miscellaneous accounts.

Performs many customer service functions including dealing directly with owners of the resorts condominiums and meeting their day-to-day needs including booking owner reservations, answering questions dealing with HOA and resort management, and posting work orders for needed maintenance and repairs.

MILITARY EXPERIENCE

United States Navy • Aug 2002 – Aug 2006

Intelligence Analyst

Processed time-sensitive data with the utmost attention to detail

Shift supervisor responsible for schedules and accountability of over 12 military personnel

Received Good Conduct Medal for 3 years of outstanding and exemplary behavior

OTHER SKILLS QUALIFICATIONS

Skilled in Microsoft Office package (Word, PowerPoint, and Excel

EDUCATION

University of Central Florida, Rosen College of Hospitality Management

Bachelor of Science in Hospitality Management, Dec 2011

Valencia Community College

Associates of Arts in General Studies, Dec 2009

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