I am Trudell, your hospitality professional ready to revitalize your front office operations and deliver unforgettable guest experiences. With a rich background spanning from luxury hotels and low to top-tier brands, I'm poised to inject fresh energy into your team. Why choose me? Well, my track record speaks for itself. I'm not just about meeting expectations; I'm all about exceeding them. Here's how I'll make a real difference: I live and breathe hospitality. Every guest interaction is my opportunity to shine. With the mastery of cutting-edge systems like Opera, Lightspeed and Salesforce and more, I'm a maestro of optimization. I'll fine-tune your daily operations for maximum productivity and performance. With experience managing up to 40 individuals, teams tend to thrive under my leadership. I invest in training and development to ensure every team member is a service superstar. Let's connect and explore how my expertise can elevate your organization. Together, we'll craft exceptional guest experiences and achieve operational perfection.

Skills

Ability to handle stressful situations in a calm, professional manner and exhibit good judgment. Ability to communicate clearly and directly with guests using a positive, clear speaking voice.

Areas of Expertise

I specialize in elevating guest experiences and driving operational excellence. Whether it's leading teams, implementing innovative strategies, or optimizing hotel systems, I'm dedicated to delivering exceptional service and achieving business objectives.

Brand Experience

IHG Hotels and Marriott Bonvoy

Software Experience

Food & Beverage M3 Accounting Opera PMS Lightspeed PMS Choice Advantage Colleague Advantage

Employment History

TRANSFORMATION HOSPITALITY SOLUTIONS: HOLIDAY INN FEBRUARY 2024 – MAY 2024 Raleigh, NC NIGHT AUDITOR • Approach all encounters with guests and employees in a friendly, service-oriented manner. • Comply at all times with standards and regulations to encourage safe and efficient hotel operations. • Initiate and complete the End of Day process. • Run all reports as required for Food and Beverage audit. • Complete the Night Audit checklist for computer procedures daily. • Balance the day’s work. • Maintain cashiering responsibilities as per Front Office procedures. • Maintain Front Office computer system operation. • Fulfill all Front Office functions between the hours of 11:00 p.m. and 7:00 a.m. • Handle and follow through on all guest requests daily from 11:00 p.m. until 7:00 a.m. • Follow safety and emergency procedures. • Maintain proper record keeping (i.e., log books, etc.). • Be familiar with all policies and house rules. • Complete the initial direct bills, daily, and place on the Property Accountant's desk; Attach all folio​/​banquet check back-up to the bills. • Maintain radio contact with other security during the entire shift. • Have a working knowledge of security procedures. • Prepare and distribute the Daily Flash Report. TRANSFORMATION HOSPITALITY SOLUTIONS: STAYBRIDGE SUITES DECEMBER 2023 – FEBRUARY 2024 Fargo, ND ASSISTANT GENERAL MANAGER • Supervise & coordinate the activities of the Front Desk Agents and Night Auditors • Interview & hire Front Desk related staff as needed and provide the necessary job specific orientation & training. Recommend or initiate personnel actions such as promotions, transfers, discharges, and disciplinary measures. • Create and balance housekeeping boards and inventory. • Analyze and resolve work problems or assist associates in solving work related issues. • Maintain and improve guest service & courtesy control programs according to Company & brand standards. • Ensure all Front Desk personnel are trained in proper credit policies & procedures to minimize bad debt and other related issues. • Respond promptly to any guest problem or complaint in a professional manner to attain desired guest resolution. Directing and coordinating the activities of the front desk, housekeeping, reservations, guest service, security, and maintenance • Maximizing ADR and Occupancy • Coordinating communications between Sales and Operating departments • Motivating, coaching, and training department supervisors • Understanding financial statements and budget, including staffing guidelines • Controlling department head schedule, expenses, and implementing cost-saving strategies • Guiding, developing, and​/​or implementing policies, procedures, and systems to improve business operations TRANSFORMATION HOSPITALITY SOLUTIONS: CROWNE PLAZA SEPTEMBER 2023 – NOVEMBER 2023 Columbus, OH FRONT OFFICE MANAGER • Managing and coaching my front office team to deliver memorable guest experiences and the warmest of welcomes • Engaging with guests to build personal relationships and remedy any complaints • Conducting regular front office inspections to ensure we're making the right first impression • Helping to prepare budgets and finding new ways to drive revenue from walk-ins and up-selling at the front desk • Training team members on PMS procedures and taking the lead during an emergency or crisis Reporting into the Director of Rooms you'll manage a team of front desk employees across several specialisms. • Coordinate all groups requiring pre-keying and​/​or pre-assigning room locations. • Conduct change of shift staff meetings with Front Desk Agents. • Responsible for the short term planning and day-to-day operations of the Front Office Department. HOSPITALITY SERVICE GROUP: HYATT PLACE MARCH 2023 – August 2023 Nashville, TN Front Office Manager • Approach all encounters with guests and associates in a friendly service-oriented manner and perform all duties of front desk operations, including check-ins and check-outs • Maintain proper operation of the telephone switchboard and ensure that all Aimbridge Hospitality performance standards are met • Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards; Maintain a friendly and warm demeanor at all times • Corresponds with group and travel agents to answer special requests for rooms and rates • Assists with sales and marketing efforts as directed • Assigns duties to Guest Service Agents and observes performance to ensure adherence to franchise standards, hotel policies, and established operating procedures • Works with all new hires for FD training • Interviews, hire and train guest services agents • Answer guest inquiries related to hotel service facilities including restaurants, transportation, and entertainment hours of operation. • Demonstrate knowledge of Hyatt Opera PMS and Colleague Advantage • Establish and maintain professional relationships with fellow associates and staff within departments

Training & Certificates

Microsoft Office Specialist Certification 2017