Midnight Hotel, Autograph CollectionSeptember 2024 - presentFour Points by Sheraton Sydney, Central ParkNovember 2023 - September 2024

Responsibilities:Rostering Management: Oversee the creation and maintenance of staff rosters to ensure optimal coverage and efficiency.Productivity and Cost Analysis: Review and analyze productivity metrics, monitor wage expenses, and assess staff utilization to optimize operational performance.Occupancy Trend Forecasting: Predict trends in occupancy levels and adjust rosters accordingly to meet fluctuating demands.Site Inspections: Conduct detailed site inspections for potential conference clients, showcasing hotel rooms, conference spaces, and restaurants.Operational Oversight: Conduct daily checks of work processes, address and rectify any issues, and provide constructive feedback and additional training to Guest Services Agents.Staff Management: Handle all aspects of staffing, including hiring, training, and mentoring to develop a high-performing team.Customer Relations: Manage relationships with new and returning guests, ensuring exceptional service and satisfaction.Feedback Management: Monitor and respond to all survey and third-party feedback to enhance guest experience and address concerns promptly.Booking Management: Ensure that bookings are accurately updated, including confirmations, cancellations, and adjustments through the OXI system.Room Inventory Balance: Maintain and balance the inventory of hotel rooms to ensure availability aligns with demand.VIP Management: Provide personalized service and attention to VIP guests, enhancing their experience and satisfaction.SOP Development: Develop and implement new Standard Operating Procedures (SOPs) to streamline operations and improve efficiency

Responsibilities:Guest Check-In/Check-Out: Managed the check-in and check-out processes to ensure a smooth and welcoming experience for all guests, addressing any issues promptly and professionally.Material Creation and Distribution: Developed and distributed materials for group, tour, and airline arrivals, ensuring timely and accurate delivery to enhance guest experiences.Diplomatic Documentation Assistance: Supported the documentation process for diplomats during the COVID-19 outbreak, demonstrating adaptability and precision in high-pressure situations.High-Level Conference Coordination: Organized and executed high-profile conferences for politicians, overseeing all logistical details to ensure successful events.Revenue Generation: Leveraged the Nor1 upgrade award system to drive additional revenue, implementing effective strategies to enhance financial performance.Industry Engagement: Participated in Hilton focus groups, contributing to discussions and initiatives aimed at advancing industry standards and practices.

Responsibilities:Night Operations Management: Oversaw nightly operations at Hyatt Regency Tysons Corner, ensuring smooth service and guest satisfaction.System Utilization: Utilized Opera and PMS systems for effective property management and guest services.Account Balancing: Managed account balancing, resolved discrepancies, and maintained financial accuracy.Finance Coordination: Communicated with the finance team to ensure accurate account closures and prepared the system for the new day.Valet Management: Supervised the valet team, ensuring efficient vehicle handling and high guest satisfaction.Security Oversight: Ensured the safety and security of guests and staff through vigilant monitoring and enforcement of hotel policies.Data Management: Used Word and Excel to generate reports, analyze data, and maintain detailed records