- Manage reception services in six distinct locations as part of a pilot hospitality initiative for commercial real estate client Tishman Speyer. - Develop, improve and enforce standard operating procedures to continually improve service levels. - Hire, train and mentor associates to ensure that all performance standards are consistently met. - Implement a unique and bespoke approach to VIP reception services for building tenant companies, providing a new escorting service called the High Touch Client experience. - Promote and assist with the introduction of client amenity programs such as co-working spaces, tenants lounges and exclusive tenant partnerships. - Provide senior clients weekly reports on tenant engagement and feedback on various lobby services. Complete weekly payroll and monthly invoicing for client review.

- Evaluated room inventory resort wide, advising Sales team on prospective contracts. - Built & maintained personalized web pages for convention & trade show attendees for the purposes of room reservations, event itineraries and resort information.- Developed and maintained an upsell program for generating increased Sales revenue. Organized deposit scheduling and payment collection for all event contracts.- Processed all group reservation requests, changes, and cancellations for four independent resort hotel properties totaling over 2,000 guest rooms.

- Supervised operations of on-site call center team of 7 agents, handling guest resolution opportunities, and lending sales support as needed in times of increased call volume.- Conducted interviews and developed training plans for all incoming guest service associates.- Wrote concise dialogue guides for call center agents’ use in customer sales calls and recovery situations, effectively raising consumer service scores within the department. -Built action plans in response to service issues & post-event client surveys, improving service standards and practices.- Served as main point of contact between all corporate and social group clients for all hotel room bookings, guest services, and travel arrangements.- Prepared weekly revenue analyses and competitive set reports for presentation to executive committee.

- Personally established positive relationships with various resort guests to foster long-term customer retention at a Forbes rated triple 5-star resort. - Created reference tools for guests’ use providing accurate, up-to-date information on services, recreation, and dining for resort properties as well as in the surrounding communities. - Maintained open channels of communication for hotel guests as well as internal departments.

-Communicated with existing and potential clients to boost ticket sales for company events.-Developed copy and content for weekly blogs, social media posts, and event forums.-Upgraded company website for a more efficient and interactive user experience.-Promoted events for multiple domain names by engaging social organizations across the country and abroad.-Collected all necessary information for venue target lists for future event proposals.-Developed comprehensive spreadsheets to manage client data and past event histories.