THERESA FOUST
Charlotte
Summary
Dynamic hospitality professional with extensive experience at Homewood Suites by Hilton, excelling in revenue management and staff training. Proven track record of enhancing operational efficiency and guest satisfaction through strategic process improvements. Adept at budget forecasting and fostering strong customer relationships, driving team performance to achieve organizational goals.
Overview
22
22
years of professional experience
Work History
Front Office Manager
Homewood Suites By Hilton
Davidson
09.2021 - Current
- Create booking links/POGs for clients.
- Utilized the Delphi system to manage and create group bookings.
- Mastered the OnQ PMS system and PEP.
- Upload the rooming list to the OnQ Front Desk.
- Aligned with managers to ensure all goals of the company and the needs of the guest are met.
- Supervised and trained front office staff to provide exceptional customer service.
- Supervised team performance, providing guidance and support for task completion.
- Implemented process improvements to enhance operational efficiency and quality control.
- Property consisted of 128 rooms near the college campus and corporate offices, requiring a high level of efficiency.
- Supported over 80,000 square feet of property space, meetings, room blocks, and group events.
- Responded to all outlets of guest reviews and took corrective action (SALT, Expedia, TripAdvisor, etc.).
- Analyzed and controlled materials, supplies, and equipment operational expenses.
Director of Rooms
Hilton Charlotte Executive Park
Charlotte
08.2019 - 06.2020
- Directed all operations and the management of team members within the guest services departments, to include hiring, training, and scheduling of staff, in addition to adhering to all Hilton operating standards.
- Maintain physical product standards by routinely inspecting guest rooms, public areas, and laundry facilities to ensure proper working conditions, and that departmental supplies are stocked at proper levels.
- Operated a high level of check-ins and check-outs daily as an airport property with 181 rooms.
- Motivated, coached, and developed employees to ensure the highest level of guest satisfaction and labor productivity.
- Monitor payroll hours and reports.
- Manage departments within the budget. Accurately forecast expenses. Prepare an annual departmental budget that accurately reflects the department's operations plan.
- Analyze financial and operating information on an ongoing basis in order to adjust labor, supplies, materials, and other costs to achieve the budget.
- Managed daily operations of the front office, housekeeping, reservations, and engineering departments.
- Maintained roughly 19,138 square feet of space, covering weekly inspections with the engineering team.
- Conducted regular inspections of rooms to ensure compliance with brand standards.
- Prepared weekly reports on occupancy levels, room rates, sales figures and other key performance indicators.
Director of Operations
Aloft Charlotte Uptown at the Epicentre
Charlotte
04.2019 - 06.2019
- Executive department head of the housekeeping, front office, and food and beverage teams of a hotel with 175 rooms.
- Managing the finances of the front office and housekeeping team, ensuring alignment of the budget, and controlling costs.
- Managed each department to operate according to Marriott standards, and create consistency and accountability.
- Recruit, train, develop, and supervise a staff of multiple employees and two Assistant Operation Managers.
- Improve areas of opportunity to increase the quality of the guest experience and service.
- Worked closely with the Accounting, Human Resources, and Sales teams towards goals and expectations to ensure they are being met.
- Delegated work to staff, setting priorities, and goals.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Reviewed contracts with vendors to ensure compliance with regulations and terms and conditions.
- Organized and oversaw work schedules of departmental managers.
Reservation Manager
Hilton University Place
Charlotte
07.2016 - 04.2019
- Create booking links/POGs for clients.
- Assist in managing the inventory of 393 guest rooms.
- Manage rates and inventory via R&I on a daily basis.
- Upload the rooming list via Rapid to the OnQ Front Desk.
- Facilitate weekly Pick-Up Report meetings.
- Responsible for assisting in the direction and administration of all front office operations, which include guest service, registration, room inventory, budgeting, and enforcing policies and procedures.
- Review SALT surveys to see the opportunity to improve on service.
- Monitored competitor pricing and implemented adjustments to stay competitive.
- Collaborated with sales teams to create promotional packages and offers.
- Managed the forecasting of monthly, quarterly and yearly revenues.
Customer Service Supervisor
Verizon Wireless
Charlotte
10.2004 - 02.2014
- Inbound Call Center Supervisor for customers experiencing issues or reported problems with their cell phone or wireless device.
- Followed up and communicated with customers to ensure that the anticipated solutions were provided in a timely manner, in order to increase customer satisfaction.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
- Incorporate monthly incentives to motivate and build team morale, increasing employee productivity and daily attendance.
- Supervised daily operations of the customer service team at Verizon Wireless.
- Monitored service quality, and provided feedback for continuous improvement.
- Resolved escalated customer complaints effectively and professionally.
- Trained new employees on company policies and customer interaction techniques.
- Monitored call center metrics to maintain high standards of service quality.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Monitored phone calls to promote better service and provide feedback.
- Interviewed, hired and trained staff to meet company objectives.
Revenue Manager
Charleston Marriott Hotel
Charleston
08.2003 - 10.2004
- Analyzed market trends to adjust room rates and maximize occupancy.
- Monitored competitor pricing and implemented adjustments to stay competitive.
- Prepared weekly and monthly revenue reports for management review and strategic planning.
- Managed the forecasting of monthly, quarterly and yearly revenues.
- Provided guidance and support to sales teams regarding pricing policies, discounts, promotions.
- Monitored market conditions and competitor activities to inform pricing decisions.
- Created reports on key performance indicators related to revenue generation efforts.
- Evaluated customer feedback in order to identify areas of improvement in product offerings or service delivery methods.
- Assisted with budgeting activities by providing accurate forecasts of expected income streams.
Education
B.S. - Hotel/Restaurant Institutional Management
Johnson & Wales University
Charleston, SC05-2003
Skills
- Front desk operations
- Revenue management
- Budget forecasting
- Customer relationship management
- Process improvement
- Staff training
- Booking management
- OnQ PMS
- Revenue forecasting
- Budget management
- Time management
- Effective multitasking
- Oral and writing communication
- Senior leadership support
- Training and coaching
- Operations management
- Conflict management
- Inventory control
Timeline
Front Office Manager
Homewood Suites By Hilton
09.2021 - Current
Director of Rooms
Hilton Charlotte Executive Park
08.2019 - 06.2020
Director of Operations
Aloft Charlotte Uptown at the Epicentre
04.2019 - 06.2019
Reservation Manager
Hilton University Place
07.2016 - 04.2019
Customer Service Supervisor
Verizon Wireless
10.2004 - 02.2014
Revenue Manager
Charleston Marriott Hotel
08.2003 - 10.2004
B.S. - Hotel/Restaurant Institutional Management
Johnson & Wales University