Stuart Cash
Los Angeles
Summary
The hospitality industry requires employees and managers to work as a team, more than any other industry, to ensure every guest receives the best experience possible. Marriott has taught me to be the very definition of "WOW" for every guest that I serve. No matter the task, always give it your best and help your team grow with you.
Overview
23
23
years of professional experience
Work History
Director of Front Office
Sandbourne Santa Monica, Autograph Collection
05.2023 - Current
- Consistently striving to enhance my team's performance and prepare them for future growth.
- Ensure that FOMs stay within forecasted numbers in regard to departmental and labor expenses and flex expenses based on demand.
- Ensure the passing of the Brand Stand Audit. Ensure that team members are trained and that the GSS score is at or above brand expectations.
Director of Front Office
JW Marriott
05.2022 - 05.2023
- Accountable for being a highly visible presence in the lobby that effectively represents the Executive Management.
- Communicate with team members to ensure the highest level of personalized service
- Manage and respond to MOD reports
- Mentor and develop Front Office Manager, Assistant Front Office Manager and Guest Services Supervisor
- Oversee and manage Monthly Department Team Member meetings
- Hold regular scheduled One on One meetings with Front Office Managers
- Meet weekly with Director of Operations to report of department progress
- Follow and enforce all SOP's and Employee Handbook guidelines
- Exceeded brand goal for Mobile Key Delivered by 7%, Chats Responded to Guest Expectations and GXP Arrivals Review
- Build and Foster Front Office/Bell Staff. Create an environment for Team Members that's engaging, where motivated people want to join, learn, do their best, and advance
- Daily knowledge of house status, VIP/VVIPs, and groups
Dual Front Office Manager
Courtyard/Residence Inn By Marriott
06.2021 - 05.2022
- Ensure team members are knowledgeable of brand specific programs and procedures for each hotel
- Balance inventory to ensure same-day sellouts between two hotels
- Increased Intent to Recommend Property from 56.3% to 73.0%
- Increased Elite Appreciation from 47.7% to 79.1%
- Increased Mobile Key Delivered % from 29.1 to 83.9
Front Office Manager
AC Hotel By Marriott
02.2020 - 06.2021
- Increased AC Store revenue 10K goal by 50% during Covid-19 pandemic
- Maximized room revenue and occupancy by reviewing status daily. Analyzed rate variance and maintain close observation of daily house count
Front Office Manager
Residence Inn by Marriott
02.2017 - 02.2020
- Managed labor standards and property level expenses to achieve maximum flow-through to bottom line profits while maintaining customer service
- Participated and monitored monthly hotel purchases with financial checkbook; ensuring purchases are made within budget
- Balanced inventory to ensure same-day sellouts and provide recommendations to hotels Revenue Manager to adjust inventory restrictions to maximize revenue
- Developed and implemented incentives to help drive revenues and customer engagement
- Provide constant feedback to hotel teams to help improve hotel operations
- Review and follow-up on property GSS scores and comments
- Address and respond to guest comments on travel review sites, comment cards and other mediums
- Implement necessary changes to meet and exceed company objectives and to enhance service and operational efficiency
Front Office Manager
Courtyard by Marriott
10.2012 - 02.2017
- Responsible for daily Front Office Operations for hotel and associate development. (Front Desk, Valet, Security and Sales Coordinators)
- Coordinated with other departments to ensure total hotel guest satisfaction. (Event Operations, Food and Beverage, Housekeeping, Valet, Accounting and Engineering)
- Recruiting, hiring/onboarding and training of all Guest Services team members
Operations Manager
Courtyard by Marriott
01.2011 - 10.2012
- Held staff accountable for success of their department and personal development
- Conducted coaching/counseling sessions and performance evaluations
- Monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met
- Minimized loss and misuse of equipment through proper restaurant supervision and staff training
- Optimized profits by controlling food, beverage and labor cost on daily basis
- Created weekly schedule for Front Desk, Restaurant, Housekeeping and Engineering departments to match business demand with productivity goal
- Managed hotel housing activities and banquet room set-ups by working with Sales and Housekeeping departments
Guest Service Representative
Courtyard by Marriott
04.2010 - 01.2011
- Increased Guest Arrival Experience Overall and Friendly Front Desk Staff by 7%, from 83% to 91%
Operations Supervisor
Courtyard by Marriott
01.2008 - 01.2010
- Assigned work assignments to Housekeepers
- Key control
- Assist in managing and ordering of linen inventory and guest supplies
- Inspection of all guest rooms and public space
Human Resource Generalist/Payroll Coordinator
Courtyard by Marriott
03.2002 - 01.2008
- Support leadership team with various HR tasks: compensation analysis, job evaluations, associate annual reviews, action planning, unemployment claims and associate issues
- Achieved 100% compliance with HR audits such as I-9 (e-verify), orientation and compliance training
- Processed payroll for 45+ exempt and non-exempt employees
- Handling of Front Office and Restaurant invoicing and billing
- Month End closing
Education
High School Diploma - undefined
Southern High
Harwood, MD2001
Skills
- Front Office, Restaurant, Housekeeping Management
- Payroll/Accounting Processing
- Fosse, FullServicePMS, LightSpeed, Micros
- Cost Control
- Staff Recognition/Development
- Human Resources
- Connect U Operational/Hospitality Leadership
- Servsafe/CA Food Handler
- Marriott Luxury, Autograph, Select, and Extended Stay hotels
Accomplishments
- BSA score over 92%
- Increased the Staff Service Guest Satisfaction score from 54% to 92%
- Exceeded annual Front Desk retail store budget by 70k
- 2018 Manager of the Year
- Increased Staff Service scores during hotel renovation and brand change
Timeline
Director of Front Office
Sandbourne Santa Monica, Autograph Collection
05.2023 - Current
Director of Front Office
JW Marriott
05.2022 - 05.2023
Dual Front Office Manager
Courtyard/Residence Inn By Marriott
06.2021 - 05.2022
Front Office Manager
AC Hotel By Marriott
02.2020 - 06.2021
Front Office Manager
Residence Inn by Marriott
02.2017 - 02.2020
Front Office Manager
Courtyard by Marriott
10.2012 - 02.2017
Operations Manager
Courtyard by Marriott
01.2011 - 10.2012
Guest Service Representative
Courtyard by Marriott
04.2010 - 01.2011
Operations Supervisor
Courtyard by Marriott
01.2008 - 01.2010
Human Resource Generalist/Payroll Coordinator
Courtyard by Marriott
03.2002 - 01.2008
High School Diploma - undefined
Southern High
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