I implemented highly effective strategies that significantly elevated our scores by 91% on platforms like TripAdvisor and other online travel agency customer services. Moreover, I achieved an impressive 86% reduction in customer complaints by meticulously enforcing our customer service guidelines among our staff.In addition to these accomplishments, I spearheaded the establishment of our Sales and Marketing department, a venture that ultimately resulted in the successful acquisition of local and international accounts. This strategic move contributed directly to a noteworthy increase in our occupancy rates as the best on the east side of Bermuda Island.

Ensuring that the front desk team is deployed as ambassadors of the cookie, using iconic symbol to reset the moment for our guests. Insuring the arrival and departure objective result in excellent GSS scores. Astonishing guests by delivering a "plus 1" expectations with a timely, fast and better than excepted service delivery and service recovery execution. Be the last stop for service recovery problems with fast, credible and appropriate intervention solutions. Ensuring that all safety and security policies and procedures are followed Interviewing, hiring, coaching and developing team members Evaluating team performance and taking appropriate corrective action as needed to hold team members accountable Setting goals, providing ongoing feedback, and rewarding/recognizing team members Preparing and adjusting weekly work schedules in accordance with staffing guidelines and labor forecasts Authorizing requests for personal time off, holidays for team members, schedule changes, overtime, and expenditures Reviewing guest comments in Medallia and Social Media and ensuring that problems are identified and corrected in a timely manner. Being a champion of Revenue Management and Hilton Honors Exceed the expectations of our Loyalty members and sign up new guests to the Hilton Loyalty program Achieve or surpass expectations for semi-annual QA's. Maintaining an efficient system of communication between the Front Office and other departments, with particular attention to guest arrivals and departures Monitoring and maintaining the front office systems and equipment to ensure their optimum performance Monitoring IT threats and insuring cyber security in Front Office by implementing requires processes and adhering to current procedures

Lead, direct and manage all hotel operations including, but not limited to hotel budgeting and forecasting, strategic planning, leading service initiatives, leading and managing balanced scorecard performance, implementing and complying with all company policies and standards, overseeing sales and marketing initiatives, leading and developing the executive team, responding to guests inquiries and resolving concerns and hotel-wide meeting participation and facilitationEnsure guest and team member satisfactionMonitor and develop team member performance, particularly the executive team and department heads, to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and rewardRecruit, interview and train team membersOversee service quality, operational efficiency, guest satisfaction, standards compliance and service and financial measurementsIdentify operational performance, productivity and efficiency gaps and implement measures to correct those deficienciesServe as primary liaison with hotel owners and corporate entities

CORE WORK ACTIVITIESSupporting Operations TeamEnsures that goals are being translated to the team as they relate to guest tracking and productivity.Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.Assists in ensuring that the team has the capabilities to meet expectations.Leads by example demonstrating self-confidence, energy and enthusiasm.Assists employees in understanding guests ever-changing needs and expectations, and exceeding them.Supporting Property Operations Function(s)Follows property specific second effort and recovery plan.Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.Takes proactive approaches when dealing with employee concerns.Extends professionalism and courtesy to employees at all times.Communicates/updates all goals and results with employees.Meets semiannually with staff on a one-to-one basis.Assists/teaches the team scheduling against guest and hours/occupied room goals.Performs hourly job functions as needed.Managing and Monitoring Activities that Affect the Guest ExperienceProvides excellent customer service by being readily available/approachable for all guests.Takes proactive approaches when dealing with guest concerns.Extends professionalism and courtesy to guests at all times.Responds timely to customer service department request.Ensures all team members meet or exceed all hospitality requirements.Assisting in Managing ProfitabilityAssists in performing required annual Quality audit with GM & RD.Ensures a viable key control program is in place.Understands financial statements, sales and activity reports, and other performance data.

Achieves guest satisfaction and rooms revenue goals by supervising the Front Office operation• Achieves guest satisfaction and cost efficiency goals by supervising the Housekeeping operation• Oversees and participates in the prompt and courteous check in and check out of guests• Oversees and monitors the prompt and courteous cleaning and checking of guest rooms and public areas• Manage the development and implementation of guest service strategies to exceed guests expectations and take care of guest complaints• Utilises leadership skills and motivation to maximise team member productivity and satisfaction

Provide upscale guest service experiences for clients throughout their stayEnsure clients are properly greeted upon their arrivalMonitor daily bookings and ensure assigned rooms are prepared prior to check-inCoordinate luggage collection and storageOversee check-in and check-out procedures, including reservations and financial transactionsPromptly address guests’ requests, like in-room diningActively listen to and resolve complaintsEnsure special guests, like disabled people, elderly, children and VIPs, receive personalized servicesCoordinate and manage communication between guests and staff and follow up to ensure we resolve customer concernsInform clients of our hotel services, including breakfast and dining optionsPromote all hotel amenities, conveniences and programs offeredManage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating proceduresAppraise team’s performance and produce regular reportsLiaise with Housekeepers and Wait Staff to provide an overall comfortable guest experienceExamine daily duties, assign tasks and check on progressAnalyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratingsRecommend local tourist spots, including places to dine, shop and sight-seeEstablish friendly relationships with regular hotel clients.

*Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her*Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cardsDemonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries*Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy*Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner*Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction*Receive, input, retrieve and relay messages to guests

Welcome all Hilton Honors members to the Excutive Lounge.Perform duties as well in the main restaurant whenever is needed.Informs guest about special items for the day a s menu changes if any.Suggest food and beverage to the guest and also try to upsell.Take food and beverage orders from the guest on the order taking pads or the handheld point of sale (POS).Performing basic cleaning task as need or direct by supervisor.Assist with stocking and maintaining the restaurant par stock levels and site stations

Pre-Opening Team