Darnell Smith Email & Phone Number

Washington, Dc, Us

Vienna, Virginia, Us

Bethesda, Md, Us

Bethesda, Md, Us

Bethesda, Md, Us

Dallas, Tx, Us

Managed all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. Provided leadership and support to all members of the Front Office, and enforcing the Renaissance Standards of Excellence. Scored excellent on franchised audit back to back. Increased Guest satisfaction scores and associate engagement scores from previous year.

Bethesda, Md, Us

Focused on maximizing operational efficiency in 521 guest rooms while minimizing the required resources and related costs. Reduced productivity based off managerial analysis of the department as a whole. Created training schedules for both Housekeeping and Front Office departments encompassing departmental Wildly Important Goals.

Bethesda, Md, Us

Supervise daily restaurant operations and assists with menu planning, maintains sanitation standards, and assists servers and host/hostess on the floor during peak meal periods. Continually improved guest and associate satisfaction to maximize the financial performance in areas of responsibility. Determined training needed for staff to accomplish the Wildly Important Goals. Utilized interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrates honesty/integrity; leading by example. Encouraged and build mutual trust, respect, and cooperation among team members. Increased ES scores ten points vs the previous year.

Bethesda, Md, Us

Resolved problems arising from guests' complaints, reservation and room assignment activities with regard to Guest Satisfaction scores. Assigned duties and shifts to supervisors and leads to observe hourly associate performances to ensure adherence to hotel policies and established operating procedures. Report to the Director of Operations and answer questions pertaining to Guest Satisfaction, hotel policies, financial reports, productivity, and guest services. Greet important guests, patrol public space, investigate internal issues, and report information pertaining to guest services to fellow department heads in weekly operations meeting. Increased ES Associate survey scores for Front Office by double digits versus previous year. Increased Guest Satisfaction scores and Overall Satisfaction by 4 or more points versus previous year.

Bethesda, Md, Us

Manage Front Desk, At Your Service, Concierge, Bellmen, Shuttle, Elite coordinator, and Night Audit. Provide genuine care to all guests, setting the standard for front office staff to follow. Maintain personal contact with guests, clients, and community organizations to ensure guest loyalty. Develop front office staff in career growth, training, scheduling, performance management, counseling, and other team relation opportunities. Assist with various accounting functions including accounts payable, ledger billing, no-show billing, direct bill accounts, market code building, end-of-period reports, and other department reports. Maximize revenue and occupancy by accurately selling rooms under property market rates, up selling during reservation calls, and by making future reservations at check out.

Bethesda, Md, Us

Ensure quality customer service; oversee the daily operation of services for the hotel room operations and the execution of contracts, deposits, and billing. Monitor all areas of operations relating to the guest experience for Front Office, Bell Staff, and Concierge. Observed front desk and guest services associates and ensure that their duties are completed in accordance with established policy and procedure. Proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through. Act as a Manager on Duty on occasion and respond to emergency calls. Help with Development of all Front Office and overnight associates. Keep standards of guest services and experience as documented by Guest Satisfaction Survey rating.

Bethesda, Md, Us

Coordinate and direct administrative support functions for the housekeeping department. Implemented policies and procedures for production of documents, work flow, filing, ordering of supplies, records maintenance, and JSA training. Organized office operations, job assignment, and layout. Assist in decision making process for hiring, terminating, promoting, and evaluating housekeeping personnel. Monitored budget, processed invoices, accounting, and payroll. Maintained communications through attending meetings and imparting information at regularly held meetings with housekeeping and supervisory staff. Managed a staff of fifty-one associates. Helped increased the housekeeping Q/A (2006) score up 16 points against last year. Helped score a 93% overall for Q/A at a property that is 36 years old. Analyze P & L statements, develop operation budgets, forecasting and planning as well as capital expense planning. Maintain relationships with associates, guest, and vendors. Knowledge of overall hotel operations. Well established written and oral communications skills.

Carol Stream, Il, Us

Managed the largest department in the hotel in terms of both the number of Associates working in a department and annual operating budget. Assistant to the Front Office Manager and Director of Housekeeping of a three-star hotel; Researched and compiled data of revenue settlements; Developed segment reports and completed daily report as well as housekeeping and front desk projects; Coordinated the planning of activities for guests; Maintained customer calendar and independently scheduled appointments; Screened incoming housekeeping inquiries; Overseen development and execution of corporate partner activation strategies, including promotions, product sampling, sweepstakes, premium item distribution, and housekeeping initiatives.

Bachelor Of Arts (B.A.), Public Administration

Master Of Arts (M.A.), Business, Management, Marketing, And Related Support Services