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Skills

  • Conflict resolution
  • Budgets
  • First Aid/CPR
  • Brand management
  • Budget management for overnight operations
  • Communications
  • Multilingual communication (framework)
  • Supervision
  • Customer complaint resolution
  • Guest retention strategies

Work Experiences

  • Achieved reduction over three years.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Built rapport with long-term guests.
  • Achieved reduction in noise complaints across Raleigh.
  • Booked large groups for weddings, seminars, conferences, and other events at the best rates available.
  • Adjusted room charges.
  • Had an excellent attendance record and was always on time for work.
  • Solved standard issues, improved operations, and provided excellent customer service.
  • Established internal databases and record management systems to improve the accuracy and integrity of all documentation and data.
  • Closed down all bars and restaurants each night.

Summaries

  • Accomplished Night Duty Manager.
  • Addressed critical incidents when needed.
  • Extensive experience in high-end resort hotel management positions.
  • Night Duty Manager with 6 years of successful data analysis and quality assurance experience.
  • Launched and optimized have a history of driving company growth.
  • Achieved a 51% improvement in team output.
  • Achieved results over 6 months.
  • Adept at managing a team of 7 staff.
  • Night Duty Manager is a multi-talented Night Duty Manager who is consistently rewarded for planning and operational improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Implemented streamlined night audit procedures, reducing error rates by 74% and processing times by 18 months on average.
  • Identified and corrected safety compliance issues during nightly property inspections, decreasing incident reports by 83%.
  • Managed special events during nighttime shifts, such as process, ensuring seamless coordination for 17+ attendees and compliance with safety protocols.
  • Documented and resolved metric which led to procedure.
  • Reduced operational costs during night shifts by implementing energy-saving measures, lowering overall expenses by 56% over two years.
  • Spearheaded conflict resolution and guest recovery efforts post-midnight, achieving a 84% reduction in follow-up complaints.
  • Created and maintained nightly checklists for front desk operations, enhancing check-in efficiency by reducing average wait times by 6 months per guest.
  • Forecasted and analyzed nightly sales for bar and restaurant operations, boosting revenue by $10 in 3 months.
  • Collaborated with team of 17 in the development of program.
  • Created staff rotation schedules that optimized break times while maintaining high guest service levels with minimal staff absences.

Affiliations

  • Society for Hospitality and Food Service Management (SHFM)
  • Lions Club
  • Leadership in Hospitality Forum (LHF)
  • National Association of Social Workers
  • International Council of Nurses
  • Freemason
  • American Society of Safety Professionals
  • Global Risk Management Institute (GRMI)
  • Rotary International
  • Night Managers Association of America (NMAA)

Certifications

  • Fire Warden Certification – framework
  • Employee Training and Development Specialist Certificate – category
  • Certified Public Accountant
  • Certified in Front Desk Management – initiative
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Certified in Hotel Security Procedures – Beacon Labs
  • Certified Rooms Division Specialist – method
  • CompTIA Network+
  • NARCAN/Naloxone Training Certification – Ironclad Systems

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