Charles Stephens

Experience

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  Hilton Garden Inn Orlando Airport

  Jan 2014 - Aug 2015

  Front Office Manager / Assistant General Manager

  • Oversees daily, weekly, and monthly cleaning of F&B areas• Executes proper product management, which includes inventorying, ordering, purchasing, securing, and issuing all beverage and bar products and supplies• Maintained accurate, current, and compliant financial records by monitoring and addressing variances.• Assessed personnel performance and implemented incentives and team-building events to boost morale.• Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.• Established and updated work schedules to account for changing staff levels and expected workloads.• Monitored front areas so that any questions could be responded to quickly and effectively Show less

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  Opening Team Courtyard & Residence Inn Dual Brand

  Aug 2015 - Nov 2017

  Operations Supervisor/ Manager

  • Oversaw day-to-day operations of a brand new, 250-room hotel with a staff of 35 employees.• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.• Hired and trained new employees, demonstrating the best methods for serving clients and guests.• Participated in opening and closing procedures by prepping inventory sheets, balancing inventory to cash, and closing out point-of-sale systems.• Performed front office maintenance duties by organizing and cleaning desk spaces and replenishing supplies.• Oversees daily, weekly, and monthly cleaning of bar areas Show less

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  Marriott International

  Nov 2017 - Nov 2019

  Operations Manager

  • Held quarterly office meetings with staff to answer questions, resolve issues, and inform employees of changes.• Resolved guest complaints by addressing issues with rooms promptly.• Planned coverage needs and organized services to support incoming special events.• Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.• Coordinated with F&B, housekeeping, maintenance, and security to meet all guests' needs.• Handled tasks and responsibilities for front office employees during periods of understaffing. Show less

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  AC Hotels

  Nov 2019 - Apr 2021

  Assistant General Manager

  • Developed and maintained operational guidelines for staff.• Supervised operations team to support operational excellence and excellent customer service.• Maintained secure cash drawers, promptly resolving discrepancies for accuracy.• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.• Handled cash accurately and prepared deposits.

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  Crowne Plaza Cleveland at Playhouse Square

  Apr 2021 - Jul 2021

  Director of Food And Beverage

  • Oversaw F&B operations, including dining venues, catering, and banquet services.• Completed Manager-on-duty shifts when the General Manager wasn’t on the property.• Maintained a professional working relationship and promoted open lines of communication with managers, employees, and other departments.• Developed and implemented policies and procedures to meet safety and sanitation standards.• Trained and evaluated staff performance and provided feedback and disciplinary action when needed.• Handled cash accurately and prepared deposits. Show less

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  Renaissance Hotels

  Jul 2021 - Nov 2021

  Assistant Director of Front Office Operations

  • Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members• Provide mentoring, coaching, and regular feedback to help manage conflict and improve team member performance• Educate and train team members in compliance with federal, state, and local laws and safety regulations• Ensure staff is adequately trained on systems, security and cash handling procedures, and service and quality standards• Ensure front office staff provides guests with prompt service, professional attention, and personal recognition• Perform other duties as assigned. Will serve as Manager on Duty (MOD) regularly Show less

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  Holiday Inn Express Cleveland Downtown

  Oct 2021 - Apr 2023

  General Manager

  • Broadly responsible for all aspects of day-to-day operation, leadership, and direction of the Hotel• Develop and implement long-range and annual plans, operating reports, forecasts, and budgets• Direct implementation and understanding of brand standards and best practices across all departments• Oversee revenue management, coordinating rate changes when necessary• Promote positive communication between and among departments and all employees• Receive, investigate, and act upon complaints from guests, ensuring the quality of the guest experience• Encourage employees to perform at productivity levels at or above budgeted standards• Oversee the Sales department to ensure accurate delivery of rate packages, events, and promotions• Coordinate and conduct regular facility inspections for safety and health standard• Supervise all training and employee engagement and programs• Held weekly meetings with departmental managers to review goals and inspect progress Show less

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  Home2 Suites by Hilton

  Apr 2023 - now

  General Manager

  • Provide the vision, leadership, and strategy that inspire teams to deliver exceptional guest service that drives financial success• Collaborate with hotel department leaders to define goals and objectives that are compatible with the overall hotel goals, as well as strategies for achieving them• Direct implementation and understanding of brand standards and best practices across all departments• Oversee revenue management, coordinating rate changes when necessary• Created a budget to maximize profit margins while keeping the cost in balance• Receive, investigate, and act upon complaints from guests, ensuring the quality of the guest experience• Encourage employees to perform at productivity levels at or above budgeted standards• Establish the hotel's reputation for quality by inspecting rooms, public areas, and the surrounding grounds for cleanliness and upkeep, achieving an Outstanding on Hilton Quality Assurance audit• Coordinate and conduct regular facility inspections for safety and health standard• Lead sales and marketing efforts by developing a targeted strategy for publicizing the hotel's services and amenities Show less