• Lead training of Forbes Standards in the everyday procedures of the Front Office• Directed projects to develop new amenities and services for Luxury Travel Clients, Consortia & Inspirato• Served as a primary liaison between the Front Office Department and Sales Department to ensure group resumes are accurately executed• Professionally handled guest’s complaints, managing the guest recovery effort to ensure the guest needs are exceeded throughout their stay• Enhanced the new hire training process by creating SOP’s, checklists, and one on one training activities• Utilized Opera PMS System, Revinate, HotSOS, Zingle text messaging service and Alice concierge

• Welcomed 50-150 arriving guests, acquired proper identification and payment, ensured reservation details were accurate, and guided guests with overview of the property before distributing keys• Managed routing for third party reservations including online Travel Agencies; suppressing rates and ensuring seamless transactions

• Created revenue by posting 50-150 overnight fixed charges for valet parking in Opera• Provided concierge services by directing guests citywide, assisted with transportation options and navigation needs

• Answered all outside phone calls, assisted with questions or directed calls to the proper department or person• Allocated rooms and designated available room upgrades to balance the house up to two weeks out using judgement to distribute and add guest value and loyalty

• Managed front desk responsibilities for a 226-room luxury property: assisted guests with the check in and checkout process, confirmed reservations, processed payments, logged guest requests and confirmed their completion• Worked closely with a wide range of VIP guests and groups in house to execute time sensitive details and plans professionally as well as error-free

• Greeted 100-300 guests, assisted with valeting the car and escorted guests to their room• Provided knowledgeable information on the property and its facilities/events including the surrounding towns