Holiday Inn Cleveland - Mayfield

Holiday Inn Cleveland-Mentor

• While managing the daily Front of the House operations for an award winning 148 guest room hotel, I primarily direct Front Office agents, PBX operators, and Transportation staff to deliver a “Yes I Can” experience to all guests of the property.• Design weekly schedules while managing payroll for the department >Reduced payroll by 12% vs. Budget over the course of FY.• Actively promote Club Carlson Rewards Program > Increased enrollments by 32% year over year • Certified “Yes I Can” Hotel Trainer > Trained all new associates (all departments) in culture values and how to implement in all guest interaction.• Conducted all FOH associate evaluations and initiated action plans for continued development.• Integrated new ideas operationally for Front Office staff to increase arrival/departure efficiency.• Net Promoter Score increased in key metrics ( i.e. overall arrival, guest overall experience) significantly while surpassing brand average FY’14 vs.FY’15

• Coordinates day to day Front Office duties and activities during daily/nightly operations of 242 room AAA Three Diamond Starwood property and ensure Starwood standards are adhered and delivered effectively to guests and employees• Confers and cooperates with other department heads to ensure coordination of hotel activities and Starwood corporate mandates• Conduct interviews in the selection process of prospective Front Office employees (i.e. Front Desk, Gift Shop, Bell Staff, PBX Operations, and Transportation ) • Implement training programs for Front Desk/Transportation/Bell Staff• Resolve problems arising from guests complaints/reservation and room assignment inquiries/special requests by providing exceptional customer service execution and delivery• Review and act on feedback received on Guest Experience Index surveys • Monitor Front Office budget by reviewing and implementing strategies as required containing negative variances to the budget • Galaxy/ Light Speed Certification (Hotel Reservation Operating System)• Associate/Team Leader of the Third Quarter – FY 2011 /2012• Top Ten Starwood Preferred Guest enrollment score (NAD Airport Hotels) for FY 2012

Accounts Payable and Receivables recoveriesScheduled employees within allotted labor budgetReconciled all employee paycheck questions and concernsLiaison between associates and management with any human resource concerns and inquiriesProvided assistance to upper management in any aspects of operations

Lead all operations of the front office staff and perform “Manager on Duty” services during appropriate times of a 400 room AAA Four Diamond Marriott propertyScheduled staff within parameters of labor budget forecastReconciled all guest concerns efficiently and accordinglyProvided associates with the tools to succeed in an ever- changing hospitality environmentGuided Front Desk Agent, Club Level Associates, Bell Staff, Concierge and PBX Operators on a 10 hr. shiftEnsured guest satisfaction scores meet and exceed company average on a monthly basisPMS, MARSHA, and MICROS operating systems certificationExtensive MICROS (Point of Sale System) training for food & beverage assistanceExecuted random audits of front desk associates’ banksEnsured VIP guests accommodations upon arrival

Balanced all transactions for particular business day and ensure total guest satisfaction while performing all Front Desk duties

Provided first class service to guests arriving and departing and ensured complete guest satisfaction while performing all Front Desk duties

Achieved forecasted sales goals through the development of staffProvided sales coaching to associates when necessaryAssisted General Manager in all aspects of operationsAudited cash tills and daily mediaEnsured employees follow company policyCreated sales marketing plans to increase store sales