Pre-Opening Team and Grand Opening Team. Creation of Call Center policies and procedures. Creation of Call Center staff training and team building. Oversight of software interfaces and integrations. Oversight of Group, Wholesale and Contracted Reservations. Direct oversight of call center. -Worked with Google Drive, Revinate/Navis Certified, Hotel Key PMS Software, Okkammi, Salesforce Amadeus, SynXis, ClickUP, iBuyEfficient, Oynx, Sage Intacct, Transparent and OTA Insight, Adobe E sign, Microsoft Office (Word, Excel, PowerPoint, Publisher, Outlook, Access, Teams) VRBO, AirBNB, Booking and Expedia .

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-Managed front office personal training, sales, projects, and other responsibilities in the daily operation. -Set reservation goals based on past reservation statistics for Hilton Head and met goals. -Analyze and discuss monthly financial reports with upper management to ensure accuracy -Created Reservation/Concierges 90 day training and evaluation SOP.-Confer with customers by telephone or in person to provide information about homes, villas, and Hilton Head Island, canceled reservations, and obtain details of complaints.-Kept records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken.-Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.-Worked closely with guest to help achieve the best vacation experience.-Worked with Escapia, Kaba, Breezeway, KeyData, BlueTent, KeyData, Canva, Adobe E sign, Microsoft Office (Word, Excel, PowerPoint, Publisher, Outlook, Access, Teams)-Managed rental listings on 3rd party integrated sites. -Conduct commercial surveys to identify positive or negative feedback in order to provide a better vacation for future renters.-Social media Management on Facebook, Instagram, Pinterest, and Google.-Managed integration with Xplorie Property Specific Alexas inside all rental homes.

-Direct oversight of 15 properties -Monitoring Property Performance and Financial Performance -Maintaining Owner Relationships -Oversight of all maintenance and vendor management-Monitoring Emergency/After Hours texts from guest via Breezeway Messaging

-Daily duties on LiveRez System are following up with inquires, answering emails, controlling and being on chat (Zendesk), answering texts from guests (whistle app), inputting mass texts (whistle app), calling repeat renters-Providing realtors codes for realtors as well as rentals histories-Reviewing Livescore Reviews (VRBO, Yelp, Google) and Sunset Rentals Surveys from guests and responding in timely manner -Reviewing all reservations made online and by staff monthly -Setting Monthly Goals for reservationist and continuing to monitors numbers-Arranging Facebook Posts, Instagram Posts, Twitter Posts, and WordPress Blog and posting regularly-Publishing properties on VRBO, AIRBNB, Booking.com etc. -Controlling UPS and returning forgotten items to guests upon their departure-Inspecting properties on Saturdays during summer to ensure house is ready clean and set for incoming guests-Helping Owners with scheduling stays as well as accessing owner portal on Liverez-Moving guest reservations and guests upon home being sold or not available for guests stay. -Monitoring fellow reservationists, source of in between between reservationist and director of operations