Hotel Ambassador/Rooms Division Manager
New York, Ny
After completing my Masters in Hotel Management at Pennsylvania State University, I worked at the busiest and largest full-service convention hotel in New York City. I worked in the Rooms Division, and in joint effort with the Sales & Marketing, Facilities, Housekeeping, Operations, and Security Teams, oversaw maintenance and renovations while providing exemplary service to our VIP Guests including tour groups, Top 100 Corporate travelers, Convention groups, Major League Baseball teams, and Heads of State during the United Nations General Assembly.I was the Champion for our upsell program in generating up to $10K/month in incremental room revenue. As a Member of the Project Gold Medal team composed of 6 flagship Hilton Northeast beta properties, I was also the Champion to deploy and train a technological CRM (Customer Relationship Management) functionality tool across various Hotel departments including Front Office (Main House and Executive level), Front Service, Housekeeping, F&B and the Spa to enhance and WOW the customer experience, create customer loyalty, and promote a problem-free stay. Using technology was also part of the Hotel experience and as part of the user interface design, I trained guests and team members in the use of self service technology for check-ins, check-outs, and printing boarding passes.