Erin Power
St Johns
Summary
Dynamic leader with a proven track record at Fairfield by Marriott, enhancing guest satisfaction and streamlining operations. Skilled in operations management and team leadership, I've successfully increased accountability and performance outcomes. Expert in implementing innovative customer service strategies and operational improvements, achieving significant enhancements in efficiency and guest experience.
Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.
Overview
17
17
years of professional experience
Work History
Operations Manager
Fairfield By Marriott
01.2021 - 01.2025
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- 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.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Managed multiple departments within the hotel such as Front Office, Kitchen and Housekeeping
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Attended to customer needs, responding to questions, complaints and escalations.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Oversaw lobby operations and concierge services.
- Monitored inventory levels of essential supplies, proactively ordering replacements to avoid shortages or delays in guest services.
Guest Service Manager
Fairfield by Marriott
06.2018 - 01.2021
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
- Coordinated special events and group bookings, ensuring all details were accurately executed for successful outcomes.
- Maintained and troubleshot hotel property management systems.
- Maintained accurate records of guest information and preferences, using this data to provide personalized experiences during future stays.
- Implemented new procedures to reduce wait times during check-in and check-out processes, leading to higher guest satisfaction ratings.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Ensured a safe and secure environment for both guests and staff by enforcing established safety procedures and protocols at all times.
- Assisted with revenue management tasks, contributing to the achievement of budgeted targets.
- Coordinated luggage collection, transportation and storage.
- Developed promotional packages to attract new guests while maintaining profitability goals for the property.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Developed and implemented promotional strategies to increase occupancy.
Human Resources Coordinator
Fairfield by Marriott
09.2016 - 06.2019
- Maintained human resources information system and kept employee files up to date and accurate.
- Conducted new employee onboarding and provided ongoing orientation training.
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Completed employee employment verifications and unemployment paperwork prior to hire or termination.
- Reviewed human resources paperwork for accuracy and completeness.
- Established solid relationships between departments by providing well-rounded support across various teams.
- Facilitated open communication channels between employees and management, resolving conflicts swiftly when needed.
- Streamlined HR processes for increased efficiency and reduced administrative workload.
- Reduced time-to-hire by streamlining the recruitment process and utilizing effective candidate sourcing techniques.
- Collective Agreement negations with union and hourly staff -signed 10 year contract
Guest Service Supervisor
Fairfield by Marriott
04.2013 - 09.2016
- Created memorable experiences for guests by anticipating their needs and going above expectations.
- Enhanced guest satisfaction by promptly addressing concerns and providing effective solutions.
- Supported sales efforts by offering upgrades, upsells, and additional services tailored to individual guest preferences.
- Oversaw front desk operations, ensuring accuracy in reservations, billing procedures, and information updates.
- Maintained accurate records of all guest interactions for better understanding of trends and patterns in customer behavior.
- Streamlined check-in/out processes for improved efficiency and reduced wait times.
- Assisted in managing room inventory, optimizing occupancy rates, and maximizing revenue potential.
- Implemented new training programs to enhance employee performance and improve overall guest experience.
- Increased repeat business with exceptional customer service and personalized attention.
- Established strong relationships with local businesses, promoting cross-promotional opportunities and boosting hotel revenue.
Guest Service Supervsior
Travellers Inn
11.2007 - 09.2013
- Enhanced guest satisfaction by promptly addressing concerns and providing effective solutions.
- Created memorable experiences for guests by anticipating their needs and going above expectations.
- Supported sales efforts by offering upgrades, upsells, and additional services tailored to individual guest preferences.
- Oversaw front desk operations, ensuring accuracy in reservations, billing procedures, and information updates.
- Maintained accurate records of all guest interactions for better understanding of trends and patterns in customer behavior.
- Assisted in managing room inventory, optimizing occupancy rates, and maximizing revenue potential.
- Streamlined check-in/out processes for improved efficiency and reduced wait times.
Duty Manager
Shearaton
09.2011 - 04.2013
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Led by example in maintaining a professional demeanor and upholding the highest standards of conduct, fostering a culture of accountability and integrity among team members.
- Ensured smooth operations for nightly tasks, managing all aspects of front desk responsibilities.
Night Auditor
Shearton
09.2011 - 04.2013
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Checked requests and room service for accuracy and guests needing assistance.
- Contributed to a secure hotel environment by monitoring security cameras and reporting suspicious activities.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Assisted guests with luggage storage needs when necessary, demonstrating commitment to excellent service standards.
Education
Hospitality And Tourism Management
Collage of North Atlantic
St. John's05-2008
High School Diploma -
Fatima Acadmey
St Brides06-2005
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operations monitoring
- Employee relations and conflict resolution
- Planning and implementation
- Decision-making
- Management
- Employee motivation
- Staff development
- Goal setting
- Client relationships
- Inventory control
- Project management abilities
Accomplishments
- Promoted to [Job Title] after [Number] years with the company.
Languages
Timeline
Operations Manager
Fairfield By Marriott
01.2021 - 01.2025
Guest Service Manager
Fairfield by Marriott
06.2018 - 01.2021
Human Resources Coordinator
Fairfield by Marriott
09.2016 - 06.2019
Guest Service Supervisor
Fairfield by Marriott
04.2013 - 09.2016
Duty Manager
Shearaton
09.2011 - 04.2013
Night Auditor
Shearton
09.2011 - 04.2013
Guest Service Supervsior
Travellers Inn
11.2007 - 09.2013
Hospitality And Tourism Management
Collage of North Atlantic
High School Diploma -
Fatima Acadmey
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