LaWanda Washington 3414 Dartmouth Field Lane Fresno, Texas 77545 Phone 713-835-8705 / Email davis_lawanda@sbcglobal.netSUMMARYExperience of handling the hotel staff from every department and training new joiners regarding the code and conduct. Experience of managing payrolls, maintaining schedules, planning and organizing events at the hotel. Good working knowledge of the duties and responsibilities in the hotel industry, thereby achieving the customer satisfaction to enhance the revenues.EDUCATIONUniversity of Houston-Conrad N. Hilton College, Houston, TX 2014-2016Bachelor of Science in Hotel and Restaurant Management /Minor in Beverage Managementand MarketingHouston Community College- Houston, TX 2011-2014Associate’s Degree in ArtWORK HISTORYCourtyard/Residence Inn by Marriott, Houston, TXJune 2021-PresentDual Director of OperationsSupervise the Housekeeping and Front Desk Departments,as well as interact with the General Manager on a daily basis to ensure the hotel runs smoothly in accordance with brand standards, to achieve a friendly atmosphere of top-notch guest service and product quality and provides exemplary performance for staff to follow.Developing and Implementing strategies that will ensure a positive experience that exceeds guest’s expectationsWork in conjunction with all department managers to make sure operations are running smoothly in tandem with one anotherAnticipate all guest needs and act promptly & accordinglyManage and train and serve as a mentor and guide to desk agents by inspiring staffDeliver resolution to customer problemsOversee the work load and schedule of the front desk team, assign tasks and delegate job duties as needed to meet needsInterview, hire, train and evaluate front desk agents, ensuring that they meet standards of serviceEnsure all front office is well-trained on all safety and emergency policy and procedures, ready to take action should the need ariseMeet with other department managers to find ways of improving the guest experienceOther duties as assigned by supervisor or other managementThe ability to multitask, prioritize and manage timeCourtyard/ Residence Inn by Marriott, Sugarland, TX May.2018-Oct.2020Dual AGMSupport and work with all Head of Departments in all aspects of running both hotels Conduct regular operations team meeting with all the HOD daily / weekly to discuss routineoperational matters, sales targets, GSTS feedback / RSTS feedbacks and action taken for service recovery, and also any staff issuesMonitor the purchase / indent / requisitions of each department, the accounts receivable (collection from debtors) and the accounts payable (payable to the vendors / suppliers etc).Marriott International, Houston, TX Nov.2017-May.2018 Events Operations/Banquet Supervisor Meet group coordinator/host(ess) prior to functions, make introductions, and ensure that all arrangements are agreeable. Read and analyze banquet event order in order to gather guest information, determine proper set up, timeline, specific guest needs, buffets, action stations, etc. Respond to and try to fulfill any special banquet event arrangements. Follow up on special banquet event arrangements to ensure compliance CI/TY trained, as well as ATLAS trainingMarriott Medical Center, Houston, TX Feb. 2016-Nov.2017Front Office ManagerSupervises and manages employees. Manages all day-to-day operations. Understandsemployee positions well enough to perform duties in employees’ absence.Comprehends budgets, operating statements and payroll progress reports as needed toassist in the financial management areas of the department..Informs and/or updates the executives, the peers and the subordinates on relevantinformation in a timely manner. Prepare operational and financial records for the Director toreview.Identify resource requirements and manage resource allocations to ensure completecoverage and continuous availability.Screened, recruited, and trained new hires for open positions.Ensures that regular on-going communication is happening with employees to createawareness of business objectives and communicate expectations, recognizes performance,and produces desired results
