Liam Fox
Director Of Operations at Coconut Bay Beach Resort & Spa- Claim this Profile
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English Native or bilingual proficiency
Topline Score
Bio
Credentials
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Corporate Management Trainiee | Rooms Division Grand Hyatt Seattle
Hyatt Hotels CorporationMay, 2011- Oct, 2024
Experience
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Coconut Bay Beach Resort & Spa
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Hospitality
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1 - 100 Employee
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Director Of Operations
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May 2021 - Present
2022 Awarded Front Office Department of the Year 2022 Awarded Front Office Department of the Year
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Hyatt Hotels Corporation
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United States
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Hospitality
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700 & Above Employee
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Director Of Operations
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Jul 2019 - Nov 2020
•Oversee the following departments: Front Office, Housekeeping, Valet, and Food and Beverage including 3 outlets and Banquets •Hiring and holding accountability of all managers and associates •Dealt with Covid-19 pandemic including closing the hotel for 3 months while maintaining the building. •Reopening the hotel in the middle of Covid-19 pandemic including implementing new hygiene standards in all areas of the operations •Evaluate employee performance and provide immediate feedback to improve productivity and recognize positive performance •Develop guest service measurement standards to identify operational inefficiencies or areas of improvement •Ensures responsible financial management of assigned hotel at all times. In partnership with leadership team, develop annual budgets to accurately forecast financial performance and to deliver financial results in accordance with those budgets Show less
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Grand Hyatt Baha Mar
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Bahamas
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Hospitality
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100 - 200 Employee
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Assistant Director of Rooms
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Oct 2017 - Jul 2019
• Manage 300+ plus associates and managers; six hotel departments, including Housekeeping, Guest Services, Recreations, Club Lounge, Concierge, and Bell Team, for second largest Hyatt hotel in North and South America; 1,800 room resort and 2,300 room campus with SLS & Rosewood • Responsible for financial planning & forecasting including determining annual budgets for 2018 & 2019 monthly payroll forecasting, schedule reviews and GL reconciliation • Assist various non-room departments with strategic direction and operational procedures such as marketing projects with food & beverage division to gain monthly revenue to the bottom line • Manage Housekeeping University to certify all room attendants in proper cleaning and luxury customer service • Support Senior Leadership in Front Office University, a 6-month certification program for Front Desk, PBX, and Guest Services • Mentor, career coach and promote Bahamian associates including 37 supervisors and 10 managers in 2018 • Develop and cultivate relationships with guests, vendors, group clients, World of Hyatt members and colleagues at all levels of the Baha Mar Complex; SLS, Hyatt & Rosewood • Develop and maintain current knowledge of the resort market and competitive environment to bring revenue to current upsell programs • Pioneered Project Zeus CRM to the Rooms Division; a project that has an empathy-based approach to generate new ideas and creatively solve problems while focusing on customer services scores • Selected Hyatt Assistant Director for the Food & Beverage 2018 & 2019 Calibrate Mentorship Program • Responsible for compliance with Hyatt policy and applicable Baha Mar/Bahamian law Specialties: Microsoft Word, Excel, PowerPoint, Outlook, Opera, Reserve, HotSos, Rex, Birchstreet, WMS, Go Concierge, Zeus CRM, Archer Payroll Analysis and other related industry systems Show less
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Hyatt Regency Bellevue on Seattle's Eastside
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United States
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Hospitality
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1 - 100 Employee
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Front Office Manager
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Nov 2015 - Oct 2017
• Supervised 50+ plus staff for 732 room convention hotel that included front desk host, concierge, bellmen and club lounge • Improved employee engagement by 10% from 2015-2017 in Associate Opinion Survey • Designated as a World of Hyatt Loyalty Program Specialist for Hyatt Regency Bellevue • Increased Front Office and guest room scores month over month in 2016, including hotel record scores 12 months in 2016 and longest streak in Hyatt Regency Bellevue history for this measurement • Hyatt Regency Bellevue Awarded #1 for customer service in North America 2016 • Pioneered Project Archer Payroll System to the Rooms Division • Awarded Manager of the Quarter, Q2 of 2016 • Awarded Manager of the Year for 2016 Show less
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The Driskill Hotel
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United States
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Hospitality
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1 - 100 Employee
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Executive Housekeeper
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May 2014 - Nov 2015
• Managed 40+ plus staff for 189 room luxury hotel takeover from Destinations Hotels in 2014 • Acted as Manager on Duty for Front Office during high demand periods • Department Head responsible for successful $2.3M renovation and restoration of guest rooms at historic hotel established in 1886 • Gained knowledge in renovation construction i.e. newer tower side and historic levels that had different construction such as concrete versus wooden sub floors • Maintained confidentiality and privacy of guests as well as hotel data at all times • Operationally advanced the Housekeeping department with the introduction of new Hyatt SOPs • Oversaw Housekeeping and Laundry operations and advanced the housekeeping department by training staff on proper poundage for better machine performance and implementing a program for inventory always having proper pars on hand • Boosted morale with daily stand up team building routines and associate outings Show less
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Hyatt Times Square
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New York
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Assistant Front Office Manager
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Sep 2013 - May 2014
• Pre-opening team leader for Front Office of a successful grand opening for 487 room hotel • Led 30+ plus Front Office associates • Responsible for hiring and training new staff for the Hyatt Centric brand • Oversaw and managed pre-opening trainings of systems, operational SOP’s and processes for Rooms Division • Pre-opening team leader for Front Office of a successful grand opening for 487 room hotel • Led 30+ plus Front Office associates • Responsible for hiring and training new staff for the Hyatt Centric brand • Oversaw and managed pre-opening trainings of systems, operational SOP’s and processes for Rooms Division
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Grand Hyatt Seattle
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United States
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Hospitality
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1 - 100 Employee
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Assistant Executive Housekeeper
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Oct 2012 - Sep 2013
• Responsible for managing 80+ staff, including Housekeeping and Laundry Departments for 721 room hotel • Implemented Project HOTSOS software for all Housekeeping boards and guest requests • Successfully managed mini-renovation of rooms; Spring 2013 • Executed a new water filtration system and saved hotel revenue on a monthly basis for hotel water and sewage costs impacting the bottom line • Consistently rated Top 10 for Western Region in Room Cleanliness • Awarded Manager of the Quarter, Q4 of 2012 ADDITIONAL EXPERIENCE Grand Hyatt Seattle and Hyatt at Olive 8 Roving Rooms Manager 2011 Grand Hyatt Seattle and Hyatt at Olive 8 Corporate Management Trainee 2011 Grand Hyatt Seattle Front Office Agent 2010 Mt. Hood Meadows Ski Resort Guest Services Supervisor 2009-2010 Show less
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Hyatt at Olive 8 & Grand Hyatt Seattle
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Greater Seattle Area
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Roving Rooms Manager
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Jan 2012 - Oct 2012
Corporate Management Trainee; Grand Hyatt Seattle and Hyatt at Olive8 2011 Front Office Agent; Grand Hyatt Seattle 2010 Guest Services Supervisor; Mt. Hood Meadows Ski Resort 2009-2010 Corporate Management Trainee; Grand Hyatt Seattle and Hyatt at Olive8 2011 Front Office Agent; Grand Hyatt Seattle 2010 Guest Services Supervisor; Mt. Hood Meadows Ski Resort 2009-2010
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Education
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2007 - 2009
Rochester Institute of Technology
Bachelor of Applied Science (BASc), Hospitality Administration/Management
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