Deloris D Gordon Email and Phone Number

Oversee the property in the absence of the General Manager. Manage the day-to-day operation of the front desk, housekeeping, food & beverage and maintenance teams, in conjunction with the General Manager as well as making sure all departments run smoothly.Approach all encounters with guests & employees in a friendly, service-oriented manner. Remain readily accessible to guests and employees at all times. Make reservations, check-in & check-out guests as needed. Check the guest arrivals for the day, noting any guest requests, complaints & significant events that may require attention. Be aware of the status of the availability of rooms at the hotel on any given day to ensure revenue is maximized. Maintain effective communications between all hotel departments. Monitor all no-show charges, research credit card discrepancies & process chargebacks. Responsible for the day-to-day scheduling, motivating, assigning activities, training, policy & procedural assessment.

Trained the front desk staff, in the absence of the AGM & Front Office Manager, to instill company standards. Assisted the General Manager with daily tasks ie reconciliations, day-to-day operations, acknowledging/solving guest issues or complaints, accessing/responding to Guest assistance correspondence.

Trained the front desk staff, in the absence of the AGM & Front Office Manager, to instill company standards. Assisted the General Manager with daily tasks ie reconciliations, day-to-day operations, acknowledging/solving guest issues or complaints, accessing/responding to Guest assistance correspondence.

Directed and controlled housekeeping operations/staff within the housekeeping department. Assigned/executed attendant assignment sheets according to the number of due outs/stay over rooms for the day. Pulled attendant assignment summary reports, guest request/comment report, trace report & estimated departure time report for late checkouts (highlighted rooms checking out, circled those already departed & wrote late checkouts next to room numbers). Coordinated with housekeeping crews to inspect assigned areas to ensure Hilton standards are met. Updated housekeeping cleans & missing night audit entries via Hotel Effectiveness database daily.

Trained the front desk & housekeeping staff to instill company standards. Advised as well as collected all payments for weekly/monthly stays. Managed room changes for hotel guests with as little disruption as possible regardless of the reason. Adjusted accounts due to non-payment.

Assisted the General Manager with daily tasks ie Hotel Effectiveness, M3 Reporting, reconciliations, day-to-day operations, acknowledging/solving guest issues or complaints, accessing/responding to Guest assistance correspondence.Trained the front desk staff, whenever necessary, to ensure proper understanding of the OnQ operating system.

Handled all training of the front desk staff. Stepped in during the absence of the General Manager as well as Onsite Manager, to oversee day-to-day operations of the hotel. Ran the hotel with a three man crew while remaining staff was recovering from COVID-19. Collected all payments for weekly/monthly stays. Conducted/recorded the daily deposit and posted to accounting department. Oversaw room renovations, in addition to corresponding with long-term guests during the process. Promoted to the Onsite Manager/AGM of the property to continuously sustain exceptional levels of performance within the hotel.

Foster strong working relationships with all hotel departments.Follow and enforce established policies and procedures as well as ensure compliance to brand standards. Motivate front office staff & provide them with support and guidance. Manage associate training and assist front deskDetermines staffing requirements & provide staff schedules to ensure complete and continuous coverage (even during renovations in November of 2019 and COVID19 pandemic).Build/maintain strong positive relationships, with both internal and external guests.Attend to guests inquiries, special requests & immediately handle complaints. Respond to SALT surveys with professionalism.

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Interacts with vast leasing agencies to process lease applications and get lease approvals for rental agreements for different customers.Pull 90 day lease reports for expiring leases and distribute to appropriate sales representativesProcess sales paperwork for 5 Columbia sales representatives and 5 Charleston sales representatives prior to submission to accounting (i.e. commission sheets, sales orders, delivery tickets, maintenance agreements etc.)Assist the CEO and Managers with miscellaneous projects (i.e. spreadsheets, analyzing current organizational processes, contracts, training manuals, IT Sales & Purchase Orders, etc)Fill in for Receptionist as needed; answer/screen phone calls; take down/forward messagesManage conference rooms and meeting set-upsManage pending deals, click reports, sales board and gross profit for both company locations.

Greets guests and process hotel reservations, keeps current on hotel accommodations, services, area attractions, and responds to customer inquiries for information.Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.Listens, apologizes with empathy, finds a solution and follows through when resolving guests problems.Provides guests with assistance at the front desk during the check-in and check-out processes as well as throughout their stay. Creates 100% guests satisfaction by providing fast and friendly genuine hospitality by exceeding guest expectations.Work well in a team environment and motivate teams to sustain exceptional levels of performance.Ensure that work ins accurate, thorough and to the highest standards.Demonstrate personal ownership of tasks and follow through to get the required results.

Performed duties as Training and Schools Non-Commissioned Officer in an Army Reserved Element. Assisted and supervised the Command Training Program. Prepared and executed training within the Command. Performed duties as Fund Manager as well as reviewed, corrected, and approved requests for orders. Overseen budget, compiled and submitted requests for orders.Maintained 100% accuracy of nine subordinate detachment training actions, totaling 100+ soldiers. Applied meticulous attention to detail resulting in the unit No-Show rate improving from 11 in 2nd QTR FY09 to 0 in 2nd QTR FY10, a 275% improvement from the previous FYs

Receive inbound calls from customers, while providing information about room rates and availability.Made, modified, or canceled room reservationsAnswered inquiries pertaining to hotel services, guest registration, travel directions, or make recommendations regarding shopping, dining, or entertainment. Provided outstanding customer service in making redemption reservations for all Hilton Honors members utilizing their points as well as standard reservations for all other guests.Maintains vast knowledge of the Hilton Hotel chain to best assist in making redemption reservations based on the traveler's needs.