D.J. Nielsen

Experience

• 

  Marriott International

  Nov 2013 - Sept 2021

  • Spearheaded onboarding of replacement director for six months while simultaneously leading all room operations within the hotel.• Oversaw Rooms Division budgeting process and reviews to ensure financial targets were met• Coordinated with corporate team to train over 175 associates on both property and brand procedures• Acted as Property Coach for Marriott's Enhanced Reservation Solutions Program including strategic creation of new room pools and revenue strategies to increase sales by 17% year over year• Scored in top 10% company-wide/received highest rating possible for overall performance in role• Served as the Champion for the Loyalty Program and received highest rating for 2019 loyalty composite Show less • Senior leader hired two months prior to the hotel opening to assist in hiring associates across all hotel departments, establish operating procedures, and create hotel’s vision.• Coordinate with corporate opening team and hotel ownership company to train over 175 associates on proper cleaning and maintenance of all hotel areas.• Create housekeeping, overnight cleaning, and outsourced laundry schedules to streamline daily work flow with minimal staffing.• Maintain active communication with Finance team to critique and balance the opening 2018 budget for better accuracy in 2019. • Act as floor lead by opening Housekeeping, inspecting guest rooms, preparing VIP rooms, and providing operational support.• Responsible for purchasing all hotel operational supplies, cleaning supplies, guest supplies, and linen while adhering to budget.• Coach associates on how to be safe and effective housekeepers as well as drive a positive, one-of-a-kind guest experience. Show less • Lead the Housekeeping and Laundry teams to provide 5-star guest experiences while driving productivity. • Maintain a safe work environment by implementing company standard safety procedures.• Interpret employee and guest satisfaction results and develop game plans to attack lacking areas and expand on current strengths.• Manage labor costs for both departments including in-house and contract labor to ensure monthly productivity is in line with budget.• Facilitate all monthly projects for the resort including carpet extracting, marble polishing and resurfacing, window cleaning, and overnight cleaning.• Lead a team of over 65 individuals to work towards better Gallup results and hotel cleanliness scores.• Provide additional support 30 hours per week to both Laundry and Housekeeping to walk arrival rooms, inspect VIPs, process linen, and coordinate dry cleaning schedule. Show less • Oversee the daily Garage and Guest Services operation to ensure that our guests receive the finest personal services.• Coordinate with the Marketing and Sales Teams to accurately assign staff for group programs ranging from 50-750 guests.• Facilitate performance reviews for over 50 employees to maximize talent in each individual as well as the company. • Dedicate at least four hours daily to the operation to ensure that our guests are being provided a relaxed, refined experience.• Act as the Manager On-Duty two times per week to correct any service failures and exceed expectations. Show less • Mirror the Guest Services Manager duties and responsibilities in their absence.• Calculate and submit payroll for the 50 employees in Garage and Guest Services departments on a weekly basis. • Collaborate with the Front Office to maximize productivity during high occupancy levels.• Demonstrate flexibility and provide mentoring when coaching employees of various generations through personal or behavioral obstacles.• Co-lead with Guest Services Manager to create vision for Garage and Guest Services departments.• Implement goals for employees on an individual and departmental level to measure and improve work skills. Show less

  • Senior Rooms Operations Manager

    Jun 2019 - Sept 2021

  • Director Of Services

    Feb 2018 - Jun 2019

  • Housekeeping Manager

    Nov 2016 - Feb 2018

  • Guest Services Manager

    Aug 2015 - Nov 2016

  • Guest Services Supervisor

    Aug 2014 - Aug 2015

  • VIP Coordinator

    Nov 2013 - Aug 2014
• 

  Loews Hotels & Co

  Aug 2021 - May 2022

  Director Of Front Office

  •Elevated guest satisfaction scores by five points across final four months of 2021•Exceeded topline revenue goal by $14.9 million, earning $25.6 million compared to $21.7 million budgeted•Maintained budgeted flow through of 69% while total department costs grew $1 million year over year•Drove a $202.40 RevPAR, beating budget by $30+ and elevating RevPAR Index by $120 year over year•Attained $548k in room upsell revenue more than doubling 2020's upsell revenue•Oversee a team of 25+ full time associates across four different departments in front-of-house operation•Led a guest-facing, upgrade software project to drive over $540k in upsell revenue for the Rooms Division•Planned and executed conversion of 75+ rooms into four new room categories in collaboration with the Area VP of Operations to improve the hotel’s room category sell strategy Show less

• 

  Amazon

  May 2023 - Jul 2023

  Pathways Operations Manager Intern
• 

  Amazon

  Jun 2024 - now

  Pathways Operations Manager