Team Leader Guest Service
Resume:
Andre Fayne
Kapaa, HI *****
********@*****.***
Professional Summary
To obtain and acquire a position in a hotel work environment where I can utilize exceptional problem- solving, and leadership skills, leading a team to make the vision come to pass. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Hotel Resort Manager
1 Hotel Hanalei Bay Resort-Princeville, HI
December 2023 to Present
• Supervising hotel staff; hiring, training, developing, evaluating, scheduling, and managing all resort staff.
• Oversee the day to day functioning of all resort departments, including front office, housekeeping, food
& beverage, maintenance, and all other hotel departments under each category.
• Oversee resort maintenance and ensuring facilities are in excellent condition, ensuring cleanliness and detail to enhance guest experience.
• Resolving guest inquiries and complaints promptly and efficiently.
• Managing budgets and daily, weekly, and monthly financial performances. Tracking expenses and reporting financial performance.
• Responsible for safety and law regulations.
• Creating and implementing strategies to improve guest satisfaction and enhance guest engagement and experience.
• Maintain strong relationships with outside vendors.
• Developing strong marketing and sales strategies to attract guest attention.
• Oversee recruitment and development techniques of all staff.
• Handling unexpected situations and emergencies effectively. General Manager
Holiday Inn Express and Suites-Saint Petersburg, FL August 2022 to December 2023
-Responsible for the team leadership and results.
-Works within established guidelines and keeps corporate supervision informed continually of operations progress.
-Ensures that corporate reporting deadlines are met and that financial results, high guest satisfaction, and positive team spirit are a priority.
-Leads by example with integrity.
-Guides and directs management in the development, production, promotion and financial aspects of the organization's projects and services.
-Manages all sources of revenue including rooms, housekeeping, food and beverage, engineering and other departments.
-Ensures all departments are profitable and maintain strong working relationships.
-Creates the hotel's annual budget, monitors and measures performance of assigned hotels and coaches as appropriate throughout the year.
-Provides effective people leadership of assigned hotels by attracting, motivating, developing, rewarding and retaining top talent.
-Ensures AGM's, FOM's, and other Department heads are trained using only approved company and brand standards.
-Word processing, Excel, M3, Opera, Hotel Effectiveness, Efficenter, ADP, Quore
-Ability to exercise excellent communication, presentation, organization, time management and listening skills.
-Ability to use analytical skills for measuring business potential and value to the hotel.
-Ability to successfully interact with all levels of guest and hotel management. Director of Services
W Hotel Atlanta-Atlanta, GA
July 2019 to August 2022
• Coach and support hotel team to effectively manage wages and controllable expenses. Strives to maintain profit margins without compromising guest or team member satisfaction
• Manage costs within the hotel, including supplies, utilities, food and beverage and labor expenses to within budgeted parameters, combining with sales/revenue acumen to deliver an efficient and profitable operation
• Ensure service, technical skills and other training occurs throughout the property to support successful daily operations
• Ensure the cleanliness and functionality of of the rooms and entire building of the hotel.
• Effectively run and oversee the housekeeping department ensuring that it is run and operating effectively on a daily basis
• Review financial reports and statements to understand property’s performance versus budget and expenses. Works to determine areas of concern and develops strategies to improve performance
• Establish and maintains open, collaborative relationships with direct reports and entire team. Ensures direct reports do the same for their team
• Establish a presence with team members on property and actively solicits team member feedback. Utilizes an “open door” policy and reviews team member engagement results to identify and address team member problems or concerns. Ensures team members are treated fairly and equitably
• Hire team members who demonstrate strong functional expertise, creativity and leadership to meet the business needs of the operation
• Demonstrate and communicates drivers of guest satisfaction; ensures core elements of service strategy are in place to produce the desired results
• Serve as a guest advocate for the property. Pulls together resources to resolve guest and operational issues and impact results
• Inspire and motivate teams to achieve operational excellence
• Ensure policies are administered fairly and consistently and that team member performance is evaluated and recognized where appropriate
• Ensure property meets franchise standards
• Ensure property is a safe and secure facility for guests and team members
• Communicate and ensure execution of hotel emergency procedures General Manager
Hampton Inn and Suites-Atlanta, GA
April 2015 to July 2019
• Managing communication with brand vendors and contractors to ensure that they are aware of current status of the project
• Ensuring that all safety procedures are followed on site to prevent injuries on the job site by hired employees and contractors
• Conduct inspections of work done by contractors by walking rooms and property to ensure that it meets code requirements
• Managing the budget for the project, including tracking materials costs and labor hours used
• Identifying potential issues before they occur, such as delays or cost overruns, and acting to prevent them from occurring
• Working with architects and engineers to ensure that construction plans meet building codes and zoning regulations
• Coordinating with sub-contractors and suppliers to schedule deliveries of materials and equipment when needed
• Overseeing the construction process to ensure that all tasks are completed on schedule
• Conducted interviews, and hired staff for hotel opening.
• Conducted brand training and implementing team building skills with staff
• Delegated tasks to staff for pre opening and hotel cleanliness
• Made sure all 105 guest rooms were guest ready with all brand standard items
• making sure all guests receive a high quality of service
• planning marketing campaigns
• planning budgets, setting sales targets and managing accounts
• analyzing sales figures and producing reports
• recruiting, training and supervising staff
• Maximizes room revenues by anticipating and planning for the market also develops and monitors strategic marketing prospects with my sales coordinator, also develops, implements and monitor annual business revenue and marketing plans
• I Develop and maintain a rapport with key community contacts to ensure a visible presence in the local community.
• Maintain a proactive HR function to ensure associate motivation, training and development, wage/ benefit compliance with policies and procedures and labor cost.
• meeting and greeting guests
• dealing with guest complaints and other guest related problems/issues.
• organizing building maintenance
• making sure that the hotel meets health, safety and security regulations and licensing laws.
• Evaluates all Department heads
• OnQ and Pep PMS
General Manager
Hyatt Regency Northwest-Marietta, GA
October 2013 to April 2015
• Support the Regional Manager and Ownership with the effective management of the hotel functional areas to maximize financial performance while upholding quality standards and maximizing the guest experience.
• Manage of the properties budget, forecast, capital expenditures and monthly reporting.
• Ensure that guest service standards are met and maintained.
• Review Guest Service Scores, guest comments, Trip Advisor reviews and other customer service avenues every day and partner with Department Heads to respond immediately as appropriate.
• Participate in the hiring, training, scheduling, reviewing and disciplining of all staff with the support of their operations management team.
• Develop, implement and monitor schedules and payroll
• Knowledge of Food & Beverage Operations as I was the Interim F&B Director,
• Oversees the administrative processes associated with the event phase of a function and the associated transitions between all event phases as they relate to the service delivery team.
• Manage all food and beverage and day-to-day operations within budgeted guidelines and to the highest standards
• Preserve excellent levels of internal and external customer service
• Design exceptional menus, purchase goods and continuously make necessary improvements
• Identify guest needs and respond proactively to all of their concerns
• Lead food and beverage team by attracting, recruiting, training and appraising talented personnel
• Establish targets, KPI’s, schedules, policies and procedures
• Conduct and/or attend operational meetings to maintain favorable working relationships between employees and promote maximum morale, productivity and efficiency.
• Opera and Colleague Advantage Certified
• ADR and Occupancy = Rev Par
Director of Hotel Operations
Hilton Home2 Suites-Downtown Atlanta-Atlanta, GA
February 2009 to October 2013
• Support the Area General Manager with the effective management of the hotel functional areas to maximize financial performance while upholding quality standards and maximizing the guest experience.
• Assist in the management of the property budget, forecast, capital expenditures and monthly reporting.
• Ensure that guest service standards are met and maintained.
• Review Guest Service Scores, guest comments, Trip Advisor reviews and other customer service avenues every day and partner with Department Heads to respond immediately as appropriate.
• Participate in the hiring, training, scheduling, reviewing and disciplining of all staff with the support of their operations management team.
• Develop, implement and monitor schedules and payroll
• Conduct and/or attend operational meetings to maintain favorable working relationships between employees and promote maximum morale, productivity and efficiency.
• OnQ certified as well as Hilton GM training
• ADR and Occupancy = Rev Par
Education
Bachelor of Arts degree in Business and Hospitality Tennessee State University - Nashville, TN
August 2002 to May 2008
Skills
• Customer Segmentation
• Communication skills
• Leadership
• Microsoft Word
• Marketing
• Communications
• Process Improvement
• Shift management
• Hospitality Management
• Cash Handling
• Night Audit
• Hotel management
• Profit & loss
• POS
• Hotel Experience
• Cleaning Experience
• Microsoft Excel
• Sales
• Budgeting
• Restaurant experience
• Hotel experience
• Auditing
• Fair Housing regulations
• Customer service
• Cost control
• Guest Services
• Guest Relations Experience
• Organizational skills
• training
• Management
• Customer Service
• Property management
• Housekeeping Management
• Culinary experience
• Office Management
• Operations Management
• Guest services
• Supervising experience
• Hospitality
• Hospitality management
Certifications and Licenses
CPR Certification
Certified Apartment Manager
Certified Property Manager
Driver's License
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