NICHOLE L.

WARD
nward921@gmail.com 301-627-6891 (H) 703-851-9045 (C) Upper Marlboro, MD 20772

Hospitality Executive Management

Seeking to leverage strong Guest Relations, Service Management, and Budget Management

Profile
A dynamic, self-motivated, visionary leader with a proven track record of 20 years of progressive experience in the hospitality industry, delivering results that surpass expectations. A committed Team Player with a clear sense of mission, values and direction. A strong motivator and facilitator. Accomplished in fiscal management, labor relations, training, negotiating, problem-solving and change management. Articulate, proactive, an open communicator, analytical, innovative and focused. Leads by example, flexible, open and receptive to challenges, learning and growth opportunities.

Accomplishments
Exceeded customer loyalty 2010 goals by 10% and surpassed the 2010 Loss Prevention goals by 18.75% Built and maintained an environment supportive of effective teamwork, high productivity ensuring workflow efficiencies, excellence in customer service and quality assurance. Developed and implemented customer service recognition programs that improved our customer service loyalty scores Recognized for consistent demonstration of outstanding fiscal management, strategic planning, operations refinement, analytical and internal/external customer relations skills. Lead contributor in the achievement of 2010 flow thru targets, and in exceeding 2010 GOP/IBFC goal by $985K Exceeded 2010 Key Performance Indicator (KPI) goals with annual savings of $94K

Core Competencies
Fiscal Management/P&L Projections and Oversight Communication Skills Customer Service and Staff Relations Project Management Strategic Planning Change management Continuous Quality Improvement and Risk Management Crisis and Safety Management Problem solving and Conflict Resolution Teambuilding, Staff Management and Training Labor Relations

Professional Experience
DoubleTree by Hilton, Crystal City, Arlington, Virginia 2007 2011 Resident Manager Scope: DoubleTree is a member of one of the worlds largest and most prestigious hotel chains. It is a unionized workplace with accommodations totaling 631 units, 29,000 square feet of meeting space, 360 team members and $35M in annual revenue. Responsible for managing the hotel in the absence of the General manager Manage the daily operations and supervise an Executive Team of 10 Directors Oversee the development and implementation of critical organizational policies and procedures Anticipate and take proactive measures to ensure that internal and external customer needs and expectations are met in a timely, efficient and effective manner Conduct Profit & Loss accountability sessions, manage forecasting and reporting activities Prepare annual operating budget and manage capital expenditures projects Set and ensure achievement of Key Performance Indicator goals Implemented customer service programs to improve customer loyalty scores Responded and resolved guest complaints Analyze problems, identify root causes, explore options and implement innovative, realistic and effective solutions Establish vendor accounts and negotiate service contracts Set and achieve cost effective revenue goals Identify and make recommendations for process improvements

Interview, hire, train, and dismiss personnel Conduct performance evaluations for direct reports and make decisions for salary increases Prepare and present reports of relevance to the overall operations Washington Hilton Hotel, Washington, D.C 1999 -2007 Director of Front Office Operations Scope: The Washington Hilton is a hotel with a remarkable tradition of hosting international dignitaries and discriminating travelers to the nations capital. It is a unionized workplace and accommodations include 1119 units, 80,000 square feet of meeting space, 600+ team members and $45M in annual revenue. Managed the daily operations of the front desk, concierge, reservations, VIP executive lounge and guest services department Hired, trained and supervised 80 team members and 10 managers Prepared annual budget, monthly forecasts and financial reports for the rooms department Maintained revenue and control expenditures Monitored and maintain Guest Services Agent Incentives Program Responded and resolved guest complaints Responsible for achieving the departmental guest loyalty scores Implemented incentive, service recovery, and customer service recognition programs Approved the weekly schedules and payroll Developed training for the Front Office Staff Evaluated team members and issued disciplinary action as necessary Capital Hilton Hotel, Washington DC 1992 - 1999 Assistant Director of Front Office 1995 - 1999 Front Desk Supervisor 1994 - 1995 Scope: Recognized on the National Register of Historic Places in downtown Washington DC, It consists of 544 units, 300+ team members. Managed daily operations for the front desk, guest services, concierge, telephone department and Towers Lounge Hired, trained and supervised 47 team members, Prepared weekly schedules and payroll Prepared monthly forecasts and financial reports Implemented incentive programs for Front Desk Guest Service Agents Responded and resolved guest complaints Food and Beverage Manager 1992 - 1994 Managed daily operations and supervised a team of 30 members. Prepared weekly schedules, payroll, forecasts and financial reports. Planned and conducted training for restaurant and room service staff Guest Services Agent 1992 - 1992 Checked guests in and out Evaluated performance and take disciplinary action as necessary. Provided direction and other relevant information to guests. Handled all guest complaints.

Education
Howard University, Washington D.C. Deans list- BA, Business Administration concentration in Hospitality Management 1989 - 1993