- Be an engaging leader who is highly inclusive , inspiring and able to relate to all levels of talent. - Was approachable and in touch with the talent motivating through leading by example. ( worked the desk when my schedule allowed me to do so).- Communicated both verbally and written to provide clear direction to staff. - Assured payroll was put in in a timely manner.- Assigned and delegated responsibility and authority to individual department leaders. - Implement and manage hotel's daily quality process including goal communication , associate improvement , and compliance with MainStay and PM hotel group's and PM hotel group.- Consistently provided training to ensure we were giving exceptional service to our guest.- Operated all aspects of the hotel following brand standards and established operating procedures as set forth by the owner ship. - Managed the engineering team to ensure the property is well maintained.- Listen and extended assistance in order to resolve problems such as price conflicts. - Ensure the implementation of preventative maintenance and work order system. - Was responsible for ordering ( Guest supplies , Linen , Market place and anything else the hotel needed)- Sat in on our bi-weakly Revenue calls to go over the previous weeks StarReport to highlight any room for potential growth in rate , occupancy and RevPAR.- Interview , hired , trained and recommend performance evaluations- Coded and scanned invoices to be paid.- Responded To Medallia comments and complaints and demonstrated in a courteous manner.

- Reviewed PNL monthly with GM- Responsible for fully transitioning old POS system (micros) from scratch to Infrasys Cloud POS- Oversaw & managed the day-to-day operations (Front Office, Housekeeping and F&B). - Sat in weekly revenue calls to see to recap of how we did with transient and group guest.- Set expectation of goals regarding the Front Office, Housekeeping and F&B and different metrics - Maintained and increased standards of quality guest service and satisfaction - Participated in the preparation of the annual hotel budget - Responded and resolve guest request, complaints, or questions in a courteous and timely manner. Demonstrating poise and good judgement - Past 6 months customer service scores have increased by +10.1. Same period a year ago the score was 41.3. - Past 3 months customer service scores have increased by +14.8. Same period a year ago the score was 55.1. - Past 6 months check-in experience has increased by +8.3. Same period a year ago the score was 56.3. - Past 3 months our check-in experience has increased by +12.3. Same period a year ago the score was 55.3. - Increased the hotels Annual ESR (enrollment Success Rate) of 9.8% to currently 35.6% YTD (April) - Helped secure our TA connections contract that has a potential room revenue of 300k. Also, Trained staff to understand the check-in process from routing & billing

- I was in charge of IT and ensuring the 15+ pods were in working order. Also provided training regarding the pods and how to replace them if they malfunctioned.- Managed day to day operations. With setting the expectations of daily goals, while analyzing key metrics and floor observations to make informed decisions - I was in charge (People Team) responding to all surveys. - Worked the lane when necessary to provide the best experience for our members

- Manage day to day operations relating to customer service, guest relations, and housekeeping - Provide consistent training, coaching, and counseling to team members in respective roles - Facilitate hiring and interview process of potential candidates - Provided financial insight on budget (checkbook) for front office and housekeeping

- Managed front of the house operations including guest relations, housekeeping, and training staff members - Primary point of contact for guest concerns and escalation - Took guest concerns and created a plan of action and increased our overall satisfaction by 40%

- Responsible for training new hires and maintaining consisted contact through probationary period - Ensured that 4 Diamond expectations were being lived up to - Routinely met with team leads to ensure staff members of each respective team were performing up to company standards - Created effective sales processes to up-sell and increase company revenue by 20% - Was a part of the Pre-Opening team that set-in place SOP’s for the front office- Responded to guest concerns via email, in-person and via Medallia. - Trained staff to handle guest recovery and ensured the team and new hires felt impowered to handle guest situations independently