Jennifer Parks
Brewster
Summary
Dynamic front office manager with extensive experience in customer service and operational efficiency. Proven track record of identifying and resolving bottlenecks to enhance productivity in fast-paced environments. Recognized for strong organizational skills and a friendly, approachable demeanor that fosters positive client interactions.
Overview
18
18
years of professional experience
Work History
Assistant Inn Keeper
Chatham Inn
Chatham
09.2023 - 03.2024
- Oversee the daily operation of the luxury Boutique Inn
- Ensure all Forbes & Relais & Châteaux Standards are adhered to
- Resolved guest concerns and requests to ensure satisfaction and enhance experience
- Created training materials for new staff to improve onboarding process
- Developed staff capabilities to improve overall team effectiveness.
- Supported multiple departments to facilitate workflow and collaboration.
- Collaborated with housekeeping to maintain cleanliness standards and guest satisfaction
Executive Housekeeping Director
Inn by the Sea
Cape Elizabeth
03.2023 - 03.2024
- Oversaw housekeeping department operations at upscale coastal resort, ensuring optimal guest experience.
- Restructured workflows to improve operational efficiency and guest satisfaction.
- Trained and coached staff to maintain rigorous cleanliness standards.
- Established cleaning schedules that increased room turnover rates.
- Managed payroll and scheduling within departmental budget limits.
- Maintained inventory supplies for operational readiness.
- Opened communication lines with front office, enhancing coordination of guest services.
- Cross-trained front desk personnel to optimize resources in rooms division.
Executive Housekeeping Director
Ocean Edge Resort & Golf Club
Brewster
03.2021 - 09.2022
- Oversee the daily operation of 343 rooms
- Scheduling of 10-60 employees
- Create annual department budget
- Control payroll
- Maintaining inventory
- Onboarding/Off boarding of H2B & J1 Visa seasonal employees
- Handle any guest’s concerns
- Maintain guest satisfaction
- Preparing/executing annual reviews
- Coaching and developing of staff
- Recruiting for Resort
Director of Member Relations and Guest Experience
Ocean House OHM Collection
Watch Hill
10.2019 - 01.2021
- Ensure all Hotel, Forbes, AAA and Relais & Chateaux standards are met to ensure maximum guest satisfaction
- Directed member program operations, processed billing, and coordinated reservations and new member applications.
- Managed VIP guest experiences to ensure personalized service and satisfaction.
- Managed Cottage and Signature Suite program to maintain high service standards.
- Inspect all Cottage & Signature Suite arrivals to ensure they meet standard
- Oversee Croquet Program
Guest Relations Manager
Ocean House OHM Collection
Watch Hill
09.2018 - 10.2019
- Assist in the daily operation of the department
- Run Pre Shift Meetings
- Coach and Train new and core staff members
- Coordinated employee schedules to ensure adequate coverage for daily operations.
- Inspect rooms for arrival
- Ensure all Hotel, Forbes, AAA and Relais & Chateaux standards are met to ensure maximum guest satisfaction
- Ensure employee satisfaction by maintaining open lines of communication
- Preparing and executing annual reviews
Asst. Front Office Manager
Trump International Hotel
Washington
04.2017 - 12.2017
- Assist in the daily operation of the front office
- Facilitated pre-shift team meetings to align staff on daily priorities
- Coach and Train new and core staff members
- Coordinated employee schedules
- Monitored compliance with Hotel, Forbes & AAA standards to maximize guest satisfaction
- Ensure employee satisfaction by maintaining open lines of communication
- Completed end-of-day financial reconciliation
- Managed overnight operations to ensure seamless service and guest experience
Housekeeping Manager
Chatham Bars Inn Resort & Spa
Chatham
10.2016 - 04.2017
- Coordinated staff schedules to ensure adequate coverage
- Oversaw daily department operations to maintain service quality
- Ensure all Hotel, Forbes, Leading Hotel and AAA standards are met to ensure maximum guest satisfaction.
- Implemented training program for housekeeping supervisors to enhance service standards
- Training/coaching all new staff as well as continued training and coaching of core staff
- Ensured guest and employee satisfaction through open communication
- Administered payroll functions to maintain accurate employee compensation
- Completed end-of-month accruals to maintain accurate financial records
- Analyzed data to predict future staffing needs
- Performing weekly Forbes audits to assist in training
- Assist Director of Rooms with Maintaining department budget
- Work closely with Engineering/Maintenance Department during renovations
- Assist Project Manager with room furnishing upgrades etc.
Front Desk Manager
Chatham Bars Inn Resort & Spa
Chatham
06.2013 - 10.2016
- Ensure all Hotel, Forbes, Leading Hotel and AAA standards are met to ensure maximum guest satisfaction.
- Oversaw daily department operations to ensure seamless service delivery.
- Facilitated guest and employee satisfaction by maintaining open communication channels.
- Conducted training sessions for new employees and facilitated continual coaching for existing staff.
- Managed employee scheduling to optimize workflow and meet departmental needs.
- Recruiting/hiring seasonal staff
- Processed payroll for staff, ensuring accuracy and compliance with company policies.
- Oversaw budget management for department to ensure financial efficiency and accountability.
- Provide Lexus Team One with accurate monthly rental paperwork
Front Desk Supervisor
Chatham Bars Inn Resort & Spa
Chatham
05.2012 - 06.2013
- Managed daily operations during shift to ensure smooth front desk functionality
- Mentored and coached agents to enhance team skills and service quality
- Performed night audits
- Performed month-end duties to maintain accurate financial records and reporting
- Supply Ordering/ inventory
Front Desk Agent
Chatham Bars Inn Resort & Spa
Chatham
05.2011 - 05.2012
- Streamlined guest check-in and check-out processes to enhance guest satisfaction
- Supported FDM in managing daily operations to ensure smooth hotel functioning
- Executed month-end tasks to maintain accurate financial records and reporting
Assistant Recreation Director
Town of Brewster
Brewster
04.2006 - 06.2008
- Implemented engaging programs to enhance community participation
- Monitored ongoing programs to assess effectiveness and inform future offerings
- Processed payroll for all staff, ensuring timely and accurate compensation
Education
Human Resource Management Certification -
Southern New Hampshire University
Manchester, NH02-2024
Administrative Assistant Certificate -
Stratford Career Institute
Quebec, Canada09-2005
High School Diploma -
Enrico Fermi High School
Enfield, Connecticut06-1991
Skills
- Customer engagement
- Service quality assurance
- Employee training
- Management operations
- Efficiency enhancement
- Compliance standards
Accomplishments
- High Customer Satisfaction results
- High scores on LQA/ Leading Quality Assurance Inspections
- Nominated for Outstanding Employee by LQA Inspector
- High Employee Satisfaction results; return of seasonal staff
- Nominated Manager of the Quarter
- High return customer rate/customer satisfaction
References
Available Upon Request
Skills
True, True, True, True, True, True, True, True, True, True, True, True, True, 30 years overall, 13 years at Management level, True, True, True, True, True, True, True, True, True, True, True, True
Timeline
Assistant Inn Keeper
Chatham Inn
09.2023 - 03.2024
Executive Housekeeping Director
Inn by the Sea
03.2023 - 03.2024
Executive Housekeeping Director
Ocean Edge Resort & Golf Club
03.2021 - 09.2022
Director of Member Relations and Guest Experience
Ocean House OHM Collection
10.2019 - 01.2021
Guest Relations Manager
Ocean House OHM Collection
09.2018 - 10.2019
Asst. Front Office Manager
Trump International Hotel
04.2017 - 12.2017
Housekeeping Manager
Chatham Bars Inn Resort & Spa
10.2016 - 04.2017
Front Desk Manager
Chatham Bars Inn Resort & Spa
06.2013 - 10.2016
Front Desk Supervisor
Chatham Bars Inn Resort & Spa
05.2012 - 06.2013
Front Desk Agent
Chatham Bars Inn Resort & Spa
05.2011 - 05.2012
Assistant Recreation Director
Town of Brewster
04.2006 - 06.2008
Human Resource Management Certification -
Southern New Hampshire University
Administrative Assistant Certificate -
Stratford Career Institute
High School Diploma -
Enrico Fermi High School