Guest Service Manager (Account Manager) - Parking Management Company (PMC) - Residence Inn Marriott Downtown Columbus
(2025-02)
- Oversees front office and Valet customer service operations in hospitality settings to ensure a seamless guest experience.
- Hire, train and manage valet associates including creating work schedules, evaluating performance, and conducting regular team coaching.
- Act as the primary escalation point for sensitive guest complaints, ensuring problems are resolved promptly and courteously to retain customer loyalty.
- Oversee the day-to-day flow of the valet department, ensuring smooth check-ins, check-outs, and accurate handling of transactions.
- Monitor online reviews, track guest feedback scores, and identify operational bottlenecks to implement corrective action plans.
Operations Manager - Colonial Parking, Inc. - 3 Locations: Marriott HQ, Marriott Hotel & Garage 11
(2020-01 - 2024-12)
Oversaw comprehensive facility operations, ensuring compliance with company policies, revenue control, and safety standards for optimal guest experience. Managed frontline staff and contract parker programs, driving timely A/R collection and addressing corporate account concerns for improved client satisfaction.
- Managed all frontline associates daily, including supervisors, cashiers, valets, attendants, and custodians.
- Always maintain proper staffing levels to meet customer service and operating standards through scheduling and managing on-call employees.
- Directly oversaw all day-to-day activities associated with opening, managing, and closing the facility.
- Oversaw the contract parker program by ensuring customers were properly registered, A/R was billed and collected on time, and responding to corporate accounts' requests and concerns.
- Collected deposits and reported daily revenue on a consolidated basis and reviewed cashier reports for accuracy and completeness daily.
- Ensured the facility was operating following company policy, including revenue control, equipment maintenance, proper and accurate signage, and internal audit scores. Also, reviewing maintenance checklists and conducting periodic safety audits as directed by the company's Safety Manual ensures the facility's safety and security for guests and employees.
- In charge of resolving those customer concerns that are escalated to his/her attention by the facility's front-line associates.
- Responsible for documenting Incident Forms and conducting incident investigations as directed by his/her Senior Operations Manager and/or the Corporate Office.
Assistant Operations Manager - Colonial Parking - 5 locations Financial District, NW & NE DC
(2010-01 - 2020-12)
- Assisted & Facilitated recruitment processes by sourcing, interviewing, onboarding and training, and coaching new employees & tenured employees.
- Developed operational procedures and guided High-level Visits VIP visits, entrances, accommodations, and exits.
- Implemented new initiatives to enhance operational efficiency by reducing overtime and utilizing current manpower by creating overflow shifts.
- Trained, scheduled, practiced, and evaluated garage attendant's performance by monitoring customer satisfaction rating surveys and suggestions.
- Oversaw parking services for valet garages, open lots, and automated locations using Ski Data Equipment, Amano equipment, and Precision Technologies TIBA Spark Cloud-based technology.
- Assisted Upper management with Daily revenue tracking in Geneva and prepared monthly revenue reports.
