• Foster and maintain positive relations with owners, guests, HOA and all operational departments; Provide superior guest service, assistance, and resolution.• Worked closely with Housekeeping, Maintenance Department and ECOLAB to ensure that quarterly deep cleans, room preventative maintenance and pest service/ inspection are completed.• Evaluate guest and associate survey data and develop processes to increase guest experience and associate satisfaction.• Responsible for hiring, onboarding, annual appraisal/evaluation.• Motivate, recognize, coach and develop guest service associates through implementation of incentives and training plans. • Manage strict room inventory to achieve highest possible room occupancy.• Own and manage the Internal Audit process; Ensure departmental compliance with Quality Assurance, Loss Prevention and safety standards procedures. • Serves as Manager on Duty during the General Manager’s absence. • Responsible for completing all front office managerial task and reports including scheduling to meet labor goals, purchasing according to target budget and closing department payroll bi-weekly. • Grew the highest owner satisfaction rating for the entire property starting at 79% and peaking at 93% within 3 months.• Achieved lowest associate turnover in the last 2 years.• Developed and created logs to increase associate’s awareness of resorts activities and individual check-list to ensure that all assigned tasks have been completed at the end of their shift.

• Assist the General Manager in preparing and gathering reports for the Quarterly and Annual Board Meetings.• Responsible for taking meeting minutes when required and uploading it in the Association Governance website on a timely manner.• Ensure accurate coding in accounting systems and any exceptions are correctly coded.• Balance and Process Accounts payable for Accounting department to process payment.• Submit and reconcile expense reports.• Assisted the front office, housekeeping and maintenance with monthly Inventory, setting pars and ordering supplies. • Assisted General Manager with end of the month reports, obtain signature and submitted to the Corporate Office on time.• Managed and purged lost and found every 30 days and updated the data base.

 Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues. Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction. Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations. Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. Communicate both verbally and in writing to provide clear direction to staff. Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality. Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied. Provide training for entry-level associates and Supervisors. Monitor and maintain the front office systems and equipment to ensure their optimum performance

Ensures group rooming list are accurate and coordinate any group special requests. Direct the efforts of the front office, delegating work in a fair and equitable manner. Assist in training and motivating of the front office staff and ensure all standards are met and adhere to. Supervise performance, attendance, appearance and conduct of staff. Review, coordinates and overseas guest arrivals and departures. Creates and ensure daily completion of staff checklist and necessary reports. Ensures that all repeat customers receive their preferred accommodation type and requests. Assist with check-in and checkout on a daily basis to provide leadership by example. Researching and charging “no shows”. Assist with weekly schedule to ensure best operational effectiveness within budgetary guidelines. Assist Revenue Manager with reservations, Travel Agent Commissions, Flash Report, closing and balancing room inventory, forecasting and loading group blocks in the system.

 Reports directly to the General Manager, performs Operations and Administrative duties. Responsible for overseeing all front office operations, insure profitability, control costs and quality standards ensuring total guest satisfaction. Reviews and analyzes GSS reports weekly and shares this with all associates and communicates with the rest of the staff our goals to promote teamwork and uplift associates morale. Responds to guest’s special requests, needs, problems, concerns, and accommodate groups to ensure optimal levels of guest satisfaction and repeat business. Supervise the front desk clerks; interview, schedule, train, development, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communication and recommend discipline as appropriate. Monitor and control daily revenues and expenses ensure procedures are followed and proper controls are in place to minimize losses and expenses and maximize hotel profits. Assist General Manager in meeting and daily huddles and review all financial reports and Revenue management concerns weekly. Responsible for all accounting functions including but not limited to accounts payable, accounts receivable, petty cash, payroll, purchasing and end of the month. Provide a healthy and safe and fun environment for all associates on a daily basis. Walk guest room, public areas, groundwork and kitchen areas for safety, sanitation, and cleanliness on a daily basis. Inspect a minimum 10 rooms weekly identifying displeases and ensuring standards are met. Maintain constant communication with Housekeeping, Sales, and Engineering. Ensure front office meeting is conducted at least once a month. Ensure front office communication board is accurate and updated consistently. Ensure correct and accurate cash handling at the front desk.