Kendra Jackson
Lombard
Summary
Results-driven operations leader with extensive experience managing high-volume environments, leading diverse teams, and delivering exceptional customer experiences. Proven track record in staff development, operational efficiency, sales, performance, and service excellence. Skilled in coaching teams, managing labor budgets , and driving performance in fast-paced, customer-focused settings.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Operations Manager
Marriott Marquis Chicago
04.2025 - Current
- Led daily operation in a high-volume , luxury environment serving thousands of guests weekly.
- Managed, trained , and coached a team of 30+ employees to meet service and performance standards.
- Oversaw scheduling, labor allocation , and payroll to meet budget goals.
- Resolved customers concerns and implemented service recovery strategies to maintain high satisfaction scores.
- Monitored operational metrics and implemented process improvements to increase efficiency.
- Handled cash management , high-value transactions , and policy compliance.
Operations Manager
Marriott Courtyard Denver Airport
12.2023 - 04.2025
- Coordinated training programs for new employees to enhance hospitality standards.
- Oversaw staff scheduling, ensuring optimal coverage and operational efficiency.
- Led team meetings to address operational challenges and develop effective solutions for over 200 rooms.
- Supervised daily workflows to maximize employee productivity while maintaining quality standards.
Assistant Operations Manager
Colorado Spring Marriott
08.2022 - 10.2023
- Managed daily hotel operations and guest services to enhance overall efficiency.
- Monitored inventory levels, ordering supplies to maintain seamless operations.
- Ensured completion of all operational tasks within established timeframes.
- Facilitated interviewing and hiring processes for skilled team members.
Sales Manger
Marriott Vacations Worldwide
01.2022 - 08.2022
- Formulated sales plans and strategies to meet revenue objectives and team goals.
- Cultivated relationships with key clients while nurturing existing customer base.
- Acquired new accounts and provided ongoing service to maintain professional relationships.
Rooms Operations Manager
JW Marriott Orlando Grande Lakes
05.2018 - 01.2022
- Directed daily functions of 900-plus room hotel, integrating front desk, reservations, housekeeping, laundry, valet, and bellman departments.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Prepared staff work schedules and assigned team members to specific duties.
Spa Manager
Burke Williams Spa
01.2012 - 03.2016
- Managed daily operations of spa facilities for over 80 employees, resulting in 50% increase in customer satisfaction.
- Established marketing strategies to promote spa services and packages.
- Conducted interviews and trained customer service associates to elevate service standards.
- Generated sales reports, processed payroll, and maintained inventory accuracy.
- Coordinated scheduling for therapists and estheticians to maximize service efficiency.
Education
Bachelor of Science - Hospitality Management
UCF Rosen College of Hospitality Management
Orlando, FL01-2019
Skills
- Team Leadership & Staff Development
- Customer Experience & Service Recovery
- Sales Performance & KPI Management
- Labor Scheduling & Payroll Control
- Financial Forecasting
- Inventory & Operational Oversight
- Conflict Resolution
- Training & Onboarding
Certification
- Fundamentals of Project Management-Certificate
- Licensed Aesthetician
Timeline
Operations Manager
Marriott Marquis Chicago
04.2025 - Current
Operations Manager
Marriott Courtyard Denver Airport
12.2023 - 04.2025
Assistant Operations Manager
Colorado Spring Marriott
08.2022 - 10.2023
Sales Manger
Marriott Vacations Worldwide
01.2022 - 08.2022
Rooms Operations Manager
JW Marriott Orlando Grande Lakes
05.2018 - 01.2022
Spa Manager
Burke Williams Spa
01.2012 - 03.2016
Bachelor of Science - Hospitality Management
UCF Rosen College of Hospitality Management