Quintin Fortune Email & Phone Number

United States

Collaborated with Transformation Hospitality Solutions to establish and enhance procedures for increasing efficiency and labor investment.Collaborated with PHM Management to establish and enhance procedures for increasing efficiency and labor investment.• Documented research findings and prepared polished reports highlighting results and potential improvement strategies.Involved in the recruiting and hiring processes to bring on board team members with exceptional aptitude, skill levels and expertise.Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.

United States

Collaborated with PHM Management to establish and enhance procedures for increasing efficiency and labor investment.Collaborated with PHM Management to establish and enhance procedures for increasing efficiency and labor investment.• Documented research findings and prepared polished reports highlighting results and potential improvement strategies.Involved in the recruiting and hiring processes to bring on board team members with exceptional aptitude, skill levels and expertise.Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.

San Francisco Bay Area

Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievementDeveloped open and professional relationships with team members, enabling better, more effective customer service.Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.Developed and automated contact management system to maintain efficient client organizationHandled guest complaints and offered complementary services to maintain high guest satisfaction ratesLiaised with customers, management and sales team to better understand customer needs and recommend appropriate solutionsPromoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftlyCommunicated with vendors regarding backorder availability, future inventory and special orders

Atlanta, Ga

Managed & Facilitated various training courses by developing curricula, instructions, documents and written tests.Blended business's goals, mission and values with learning development initiatives to deliver high-quality training to employees.Produced high-quality videos for future training purposes.• Conducted training needs assessments to identify individuals' current level of skill compared to required competency for position.Responsible for devising documentation and training for all elements of ProfitSword programsEstablish, develop and maintain positive working relationships with stakeholders at all levels.Conduct a series of internal training's with employees, external training's with implementation clients, and any requested training with existing clients.

Hyatt House Bridgewater, Nj

Responsible for assisting in the successful management and operation of the hotelEnsured hotel profitability and the delivery of high scores across hotel service, quality, maintenance, and appearanceEnsured the completion and review of the hotels annual budget, marketing plan, capital expenditures plan, and implementation of the company’s policies and procedures.Directly managed Front Office & Food & Beverage DepartmentsEnsure F&B achieved both revenue and profit budgetsEnsured high food quality and service levels while maximizing revenue, accurate forecasting and budgeting. Ensured accurate inventory controls were implemented, menus were continually updated and food costs were kept in lineOversaw management and development of Executive Housekeeper & Chief Engineer departmentsResolved customer complaints as appropriate to maintain a high level of customer satisfaction and qualityCreated and cultivated a work environment that allowed for personal growth and development for all associatesManaged Monthly Departments Inventory and Checkbook Budget and ControlsManaged and approved Bi-Weekly Payroll & HR proceduresMaintained room control preventative maintenance proceduresResponsible for Accounts Receivables and Accounts PayableManaged and coordinated Month End Financials and P&L Review *Designed and Implemented an Effective Front Desk Pass-On & Guest Recovery System*Revitalized and Updated Monthly Checkbook to ensure an increased Control & Flow of Expenses

Residence Inn World Trade Center New York, Ny

*Pre-Opening & Opening Manager Directed and supervised the housekeeping associates to attract, retain and motivate them while providing a safe work environment; interview, schedule, train, develop, empower, coach and counsel, recommend and conduct performance and salary reviews and recommend discipline and termination, as appropriate.

Hilton Garden Inn Perimeter Center Atlanta, Ga

*Managed and Directed the Rooms Division to include Front Office and Executive Housekeeping*Ensured the overall flow and efficiency of hotel operations *Maintained good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone*Created and Managed an In-House Laundry Tracking System to ensure timely and efficient processing, counting and distribution of linen and terry.*Encouraging team to maximize revenue via all channels rather in person or in phone*Took responsibility in absence of Director of Operations*Worked closely with housekeeping and maintenance to ensure property was maintained.*Contributes and maintains established information and communications sources such as department and front desk log books in order to enhance department communications and operations.*Provided assistance to other employees and departments to contributed to the best overall performance of the department and the hotel.*

Glenn Hotel Autograph Collection (Marriott)

*Schedule and train Front Desk Agents, Night Audit, PBX, and Bell Staff*Handle disciplinary actions, coaching and counseling sessions and related personnel issues*Manage Labor and Monthly P&L*Resolve guest problems expediently and in a professional manner*Perform and track associate reviews*Create, manage and encourage incentive programs*Ensure the Front Office, PBX and Bell Staff is in compliance with all systems, control policies and procedures*Arrange and oversee VIP guest hotel visit and provide full concierge service*Social Media Director (Facebook, Twitter)*Ensure exceptional guest service is delivered at the front desk and guest services*Organize and conduct Monthly Front Office Meetings *Oversee daily operations at Front Office, Bell Station & Guest Services*Ensure and improve quality of service at the Front Office*Perform additional duties as assigned

Supervised all Front Office Associates to ensure they greeted and completed established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.Maintained good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.

Assigned and controlled activities of tellers Ensured compliance with bank policies and procedures. Made certain that the branch was in compliance and prepared for audit. Provided input to manager on personnel decisions, such as hiring/firing, performance appraisals, and salary adjustments. Coached and provided tellers with necessary skills to generate sales.Built and expanded customer relationships by selling products and providing superior service in every interaction with customers. Helped branch to achieve goals in unit sales, volume and outstanding growth

Built and expanded customer relationships by selling products and providing superior service in every interaction with customers. Helped branch to achieve goals in unit sales, volume and outstanding growthGenerated sales in consumer lending, personal and small business deposits.Worked to retain customers and increase overall customer satisfaction.

Buisness Management/Computer Science

Business Management

Activities and Societies: Delta Sigma Pi