Christie Jones
West Covina,CA
Summary
A highly competent, performance-based business professional with the big picture vision, leadership skills and tenacity to successfully manage daily operations, penetrate new markets, and forge loyalty with clients, vendors, and external business partners Clearly understands the importance of great customer service & product knowledge, and the use of resources to ensure maximum efficiency. Christie always leads by example and can: coach, provide feedback build morale, and present initiatives. Extremely comfortable being the ‘go-to’ person and juggling multiple priorities
Overview
25
25
years of professional experience
Work History
Director of Rooms
Doubletree By Hilton Hotel
03.2022 - 07.2023
- Provided training and oversight for large temporary workforce, implementing standardized professional development opportunities and thoughtful leadership protocol to maximize productivity and employee satisfaction.
- Devised new sales and business strategies to maximize revenues and profitability, suggesting to management and implementing accordingly.
- Oversaw hotel administrative processes, training staff and monitoring budgets for proper planning, compliance and organization.
- Processed vendor invoices, completed bank deposits and prepared for audits, maintaining site-specific compliance with financial regulations.
- Upheld high standards for customer service and led by example.
- Trained new employees on standards and hotel procedures.
- Inspected rooms for damages and sufficient housekeeping practices.
- Reviewed housekeeping supply charts and inventories.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Oversaw day-to-day operations of 328-room hotel with staff of 75 employees
Director of Front Office Operations(Contract)
Hyatt Regency Villa Christina
03.2022 - 08.2022
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Created, prepared, and delivered reports to various departments.
- Monitored customer service trends and provided insights to management team for further improvement.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
Area Assistant General Manager
Ad1global
05.2021 - 12.2021
- Collaborated with department heads and associates to identify opportunities for growth and advancement on location.
- Supervised and coached employees on job performance, completing regular reviews and providing constructive feedback when necessary.
- Assisted store management with staffing, employee retention strategies and general, location-specific business operations.
- Developed and supported strong relationships with local community organizations, garnering appreciation and maintaining lasting connections with local partners.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Assisted with the development and implementation strategies to optimize operational efficiency and maximize profits.
- Implemented successful strategies to increase customer satisfaction.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Managed team schedule with eye for coverage needs and individual strengths
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations
- Mentored and motivated team members to achieve challenging business goals
Director of Front Office Operations
Hilton
10.2018 - 05.2021
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Coached employees through day-to-day work and complex problems.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Created, prepared, and delivered reports to various departments.
- Monitored customer service trends and provided insights to management team for further improvement.
- Delivered performance reviews, recommending additional training or advancements.
General Manager
Holiday Inn Suites
11.2017 - 11.2018
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
Dual Assistant General Manager
Marshall Hotels & Resorts
10.2015 - 12.2017
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Resolved problems promptly to elevate customer approval.
- Managed team schedule with eye for coverage needs and individual strengths.
- Mentored and motivated team members to achieve challenging business goals.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Managed budget implementations, employee evaluations, and contract details.
- Enforced quality assurance protocols to deliver ideal customer experiences.
Education
Course Certificate - Hospitality Administration And Management
The Art Institute of Pittsburgh
Pittsburgh, PA12.2015
Bachelor of Arts - Hotel, Motel, And Restaurant Management
Penn Foster Career School
Scranton, PA06.2015
Bachelor of Arts - Criminal Justice Administration
California State University - Los Angeles
Los Angeles, CA05.2003
Associate of Arts - Business Administration
Pasadena City College
Pasadena, CA05.2003
Skills
- Human Resources
- Customer Service
- Recruiting
- Hiring / Training
- Payroll Specialist
- Operation Management
- Scheduling
- Office Management
- Event Planning
- Guest Complaint Resolution
Timeline
Director of Rooms
Doubletree By Hilton Hotel
03.2022 - 07.2023
Director of Front Office Operations(Contract)
Hyatt Regency Villa Christina
03.2022 - 08.2022
Area Assistant General Manager
Ad1global
05.2021 - 12.2021
Director of Front Office Operations
Hilton
10.2018 - 05.2021
General Manager
Holiday Inn Suites
11.2017 - 11.2018
Dual Assistant General Manager
Marshall Hotels & Resorts
10.2015 - 12.2017
Course Certificate - Hospitality Administration And Management
The Art Institute of Pittsburgh
Bachelor of Arts - Hotel, Motel, And Restaurant Management
Penn Foster Career School
Bachelor of Arts - Criminal Justice Administration
California State University - Los Angeles
Associate of Arts - Business Administration
Pasadena City College