THURSTON E. ALEXANDER
Baltimore,MD
Summary
Experienced in overseeing reservations and optimizing room allocation to drive productivity, a versatile Rooms Operations Manager. Expertise in effectively communicating company and departmental goals to foster open communication across departments, ensuring a cohesive and collaborative work environment. Strategic leader prioritizing the creation of a team-driven atmosphere that consistently delivers exemplary customer service.
Overview
7
7
years of professional experience
Work History
Rooms Operations Manager
Baltimore Marriott Waterfront
Baltimore, MD
08.2023 - Current
- Streamlined operational processes to increase efficiency and reduce downtime.
- Enhanced team performance by implementing targeted training programs.
- Managed cross-functional teams to ensure seamless project delivery.
- Reduced operational costs through strategic resource allocation.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Facilitated smooth collaboration between departments through clear communication channels.
ASSISTANT ROOMS OPERATIONS MANAGER
Baltimore Marriott Waterfront
Baltimore, MD
02.2022 - 08.2023
- Maintained procedures for credit control, handling of financial transactions, security of monies, guest security and emergency procedures
- Monitored and developed team member performance through supervision and training
- Developed business metrics for forecasting, productivity, claims, customer service and turnover
- Directed training, policies and staff scheduling for guest services team
- Notified housekeeping staff of rooms requiring cleaning and linen requests
- Developed new policies and procedures for stay-over cleaning post- Covid
- Hired, motivated, and assessed the performance of staff to keep operations efficient and on track
- Maintained leadership continuity by acting as manager on duty in both Housekeeping and Front Office
- Inspected property to identify functionality, compliance and quality issues
GUEST SERVICES MANAGER
Courtyard & Residence Inn by Marriott
Aberdeen, MD
05.2021 - 11.2021
- Maintained accurate bookkeeping of important files, running reports and delivering updates on occupancy and revenues
- Monitored reservations to track incoming parties and special events
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service
- Trained and mentored specialists in application of soft skills, guest recovery strategies and performance optimization techniques
- Led staff of seven in providing guests with superior front desk, housekeeping, and maintenance services
FRONT OFFICE SUPERVISOR
Kimpton Hotel Monaco Baltimore Inner Harbor
Baltimore, MD
12.2019 - 05.2021
- Conduct daily hotel functions using OPERA Property Management System (PMS) at a 202- room boutique hotel
- Monitor house status, open folios and process end of the day practices as a temporary Night auditor
- Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff
- Fielded complaints from clients and customers and rectified issues
- Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care
GUEST SERVICE AGENT
Holiday Inn Express DC BW
Hyattsville, MD
04.2019 - 12.2019
- Conduct daily hotel functions using OPERA Property Management System (PMS)
- Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction at a 88 room hotel
- Loyalty Champion: liaison for guest relations and recognition for IHG rewards members
- Conducted Quarterly reports and action plans for the property to increase guest satisfaction
- Monitor upcoming reservations for enrollment targets, while also motivating & collaborating with coworkers to reach monthly goals for IHG enrollments
- Investigated guest complaints and utilized critical thinking to foster expedient resolution
- Delivered key administrative support throughout the property
- Serving as a Night Auditor, by posting daily financials and transactions via M3 accounting during peak times
- Generated reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage
NIGHT AUDITOR
Colony South Hotel and Conference Center
Clinton, MD
09.2019 - 11.2019
- Conducted post standard business hours operations using Skyware Property Management System (PMS) to analyze finances and create detailed forecasts for day staff at a 167 full- service hotel
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews
- Balanced accounts and conducted nightly audits to keep bookkeeping current
- Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring
Education
BACHELOR OF SCIENCE - BEHAVIORAL SCIENCES, HOSPITALITY AND TOURISM ADMINISTRATION
North Carolina Central University
Durham, NCSkills
- HotSOS- Housekeeping software
- Full-service Property management system (FSPMS)
- Marsha
- HotShop
- Empower GXP
- Communication skills
- Leadership and Development
- Operations management
- Team performance monitoring
- Multi-department management
Timeline
Rooms Operations Manager
Baltimore Marriott Waterfront
08.2023 - Current
ASSISTANT ROOMS OPERATIONS MANAGER
Baltimore Marriott Waterfront
02.2022 - 08.2023
GUEST SERVICES MANAGER
Courtyard & Residence Inn by Marriott
05.2021 - 11.2021
FRONT OFFICE SUPERVISOR
Kimpton Hotel Monaco Baltimore Inner Harbor
12.2019 - 05.2021
NIGHT AUDITOR
Colony South Hotel and Conference Center
09.2019 - 11.2019
GUEST SERVICE AGENT
Holiday Inn Express DC BW
04.2019 - 12.2019
BACHELOR OF SCIENCE - BEHAVIORAL SCIENCES, HOSPITALITY AND TOURISM ADMINISTRATION
North Carolina Central University