Michael Gray
San Leandro
Summary
Experienced Operations Manager with over 15 years of experience in Hospitality and Retail Operations including high volume, fast moving, large occupancy work spaces in the Bay Area. Excellent reputation for resolving problems and improving customer satisfaction, business profits and team performance.
Overview
13
13
years of professional experience
Work History
Shift Brewer
21st Amendment Brewery
01.2022 - Current
- Worked closely with quality control teams for ensuring consistency across multiple batches of brews produced.
- Troubleshot issues within brewing equipment promptly to minimize downtime while maintaining high-quality outputs.
- Adhered to good manufacturing practices and standard operating procedures.
- Contributed to increased production efficiency by optimizing equipment setup and maintenance procedures.
Front Desk Manager
Westin St. Francis Hotel
01.2020 - 09.2021
- Supported revenue management strategies by closely monitoring occupancy rates and adjusting room pricing accordingly.
- Optimized room inventory management, resulting in reduced overbooking occurrences.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Kept accounts in balance and ran daily reports to verify totals.
- Prepared detailed reports on nightly activities for management review, highlighting any significant incidents or trends observed during shifts.
- Managed inventory control, ensuring the availability of necessary supplies for daily operations.
- Entered and updated sensitive customer information during check-ins and room changes.
Housekeeping Operations Manager
Westin St. Francis
06.2017 - 01.2020
- Trained and mentored all new personnel to maximize quality of service and performance.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Directed team of 50 personnel in busy hotel with 1200 rooms.
- Adhered to safety protocols by enforcing proper equipment usage.
- Increased employee performance through effective supervision and training.
- Drove improvements to workflow and room turnover with hands-on, proactive management style.
- Evaluated employee performance and developed improvement plans.
- Reduced financial discrepancies through accurate management of payroll and bookkeeping processes.
- Monitored priorities and liaised between maintenance team and hotel executive management, delegating tasks to complete on time.
- Managed daily operations, including employee performance, guest room and event space needs.
- Implemented preventive maintenance practices and upheld equipment guidelines to reduce downtime.
- Provided guidance to hotel executive board regarding project bids for onsite improvements.
- Maintained accurate records of room statuses, facilitating efficient allocation of resources for daily operations.
- Collaborated with hotel management to develop strategic plans for ongoing departmental growth and improvements based on industry trends or best practices.
- Conducted regular inspections of guest rooms and public areas, ensuring consistent cleanliness and quality control.
Security Operations Supervisor
Marriott International
11.2014 - 06.2017
- Monitored and evaluated security team performance on key security issues, developing and executing corrective action programs where appropriate.
- Worked with hotel management to implement company safety programs and awareness, reducing workers' compensation costs.
- Promoted business' development by building and maintaining relationships with new clients.
- Monitored work of contractors in design, construction and startup phases of security systems.
- Oversaw team of up to 15 security officers and managed administrative duties, including scheduling and performance evaluations.
- Supervised team of 5 security personnel during shift.
- Represented hotel security department in sales and event meetings involving incoming clients to ensure all of their needs were met and expectations exceeded.
Event Operations Supervisor
Landmark Event Staffing Services Inc.
06.2011 - 11.2014
- Interacted well with clients to build connections and build loyalty.
- Assisted branch management on sales visits involving potential clients.
- Trained, coached and mentored staff to support smooth adoption of all client requests and protocols.
- Scheduled employees for a variety of events with up to 75,000 guests,, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented operational strategies and effectively built customer and employee loyalty through effective communication and efficient work practices.
Education
Associate of Arts - Social Psychology
De Anza College
Cupertino, CA05.2010
Skills
- Employee evaluations
- Ordering cleaning supplies
- Performance improvements
- Training and mentoring
- Inter-department collaboration
- Employee scheduling
- Preventive Maintenance
- MS Office compliant
- Quick to resolve guest issues and concerns
- Increased hotel revenue by consistently driving guest service atmosphere along with innovative labor and supply strategies
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Created hotel preventative maintenance program for all guest and event areas. Collaborated with the hotel event and engineering team to execute the program without delays and to increase efficiency
- Manage team of 50 staff members.
- Improved labor productivity, increased hotel guest satisfaction and client loyalty metrics third quarter 2018 to end-of-year 2019
Timeline
Shift Brewer
21st Amendment Brewery
01.2022 - Current
Front Desk Manager
Westin St. Francis Hotel
01.2020 - 09.2021
Housekeeping Operations Manager
Westin St. Francis
06.2017 - 01.2020
Security Operations Supervisor
Marriott International
11.2014 - 06.2017
Event Operations Supervisor
Landmark Event Staffing Services Inc.
06.2011 - 11.2014
Associate of Arts - Social Psychology
De Anza College
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