• Built the Operations Team from ground up including strategy, branding, processes, and workforce to deliver exceptional guest service while maintaining team efficiency.• Implemented and oversaw Self Service Check-in Kiosks as the beta hotel for Highgate Hotel company.• Created the guest Amenity & VIP Program to deliver top tier guest experiences.• Assisted in overseeing all aspects of the 342-room hotel including maximization of financial performance, guest satisfaction, and staff development within established quality standards.• Created 2020 Business Strategy with the Executive Committee, with a focus on how the Operations Team would contribute to lowering cost while improving the overall guest experience.• Recruited and on-boarded all front office new hires, including managers and hourly team members, for the opening of Hotel Caza.• Maintained contracts with third party vendors while keeping costs in line with the budget.

• Directed a team of 45 direct reports including Front Desk, Reservations, PBX, Bellmen, and Doormen.• Managed employee relations with two unions in a 681-room hotel.• Acted as first responder for all guest-related issues and Manager on Duty overseeing hotel operations.• Brand Ambassador for Marriott’s Loyalty Program: Marriott Bonvoy.• Mentored and developed all members of staff, assisting four members in obtaining positions of greater responsibility.

• Served on the Hotel Executive Committee.• Led the rollout of Joie de Vivre/Marker brand initiatives, including front of house training, and ensured compliance.• Managed scheduling and payroll while ensuring that the department operated according to budget.• Oversaw all front office operations including Front Desk Agents, Bellman, Doorman, Security, and Valet.• Collaborated with the Director of Housekeeping, Director of Engineering, Director of Revenue, and Director of Sales & Marketing to ensure guest satisfaction goals were exceeded for the entire hotel.• Served as Task Force Team Member for the renovation of Hotel Kabuki and Terranea Resort.• Directed Front Office Task Force for the opening of Ventana Big Sur, an Alila Resort.

• Collaborated with the Operations team, Sales team, Marketing team, and PR firm to successfully renovate, rebrand, and rename the hotel.• Developed team member performance to include providing supervision, conducting counseling, developing performance evaluations and delivering recognition rewards.• Hosted monthly department meetings to keep staff informed of all activities in the hotel, reinforce brand standards, and promote a strong team atmosphere and culture.• Conducted payroll and scheduling for union team members in the front office.

• Created and implemented a positive name mention incentive program, an amenity tracking program, and a group resume system.• Facilitated group travel arrangements.• Ensured front desk agents’ billing, routing, and cash transactions were in line with hotel standards.• Supported the General Manager with strategic room blocking during a 9-month renovation period.• Assisted in training, evaluating, motivating, and counseling front office team.

• Managed team of 20+ employees including Front Desk Agents, Bellman, In Room Dining Servers, Valet Attendants, and Concierges.• Assisted guests and agents with the check in/check out process.• Trained new hires and retrained team members on Kimpton standards.• Worked closely with sales and banquets team during group stays and site visits.• Served as Manager on Duty for shift operations.

• Handled guest complaints and took action to resolve situations as per Loews Service Standards for a 790-room property.• Answered internally-generated guest and team-member calls while assisting guests with their engineering, housekeeping, valet, bell desk, front desk, security, recreation, and room service requests.• Generated revenue within the hotel by upgrading rooms, selling cabanas, and up-selling hotel amenities.• Mediated emergency situations calmly and effectively according to hotel guidelines.

• Dedicated to maintaining a clean dining room and providing exceptional customer service• Reputation for putting guests at ease, handling large crowds, and maintaining composure in stressful situations• Certified Trainer: Responsible for training new employees for dining room service and To-Go procedures• Consistently cares for 100-150 guests per shift• Talented at lifting and carrying large amounts of food safely, securely, and gracefully

• Orchestrated a variety of high profile events including a large consumer travel expo, board of directors meetings, speed networking events, sponsored VIP receptions, and an annual global convention• Coordinated membership renewals to drive revenue for this global association, which has more than 2,100 members in 85 countries• Recruited, trained, and motivated volunteers for all events

• Managed and updated multiple Microsoft access databases• Planned, implemented, and coordinated the logistics of events hosted by the University’s Admissions Office• Processed and handled event participation payments for approximately 150 guests per event