Devin Flanagan, Crme Email & Phone Number

Palm Springs, Ca, Us

Atlanta, Georgia, United States

Oversees all aspects of the Front Office (Front Desk, PBX, Bell Services), and housekeeping departments.Develops and executes the Rooms division budget. Develops and implements controls for expense management. Utilizes labor management tools to schedule and control labor costs. Member of the Executive Committee and assists in making thoughtful decisions that impact the hotel.Ensures a high level of guest satisfaction and builds long-term mutually beneficial customer relationships. Responsible for guest correspondence via Medallia.Developed new guest experience programs that yielded enhanced guest satisfaction scores in 2021/2022. Through these initiatives, Hotel Colee's placement on TripAdvisor’s traveler-ranked hotels moved from #126 to #4 of all hotels in Atlanta.Oversees the hiring process - prescreening, interviewing, hiring - for all rooms departments and each job level.Creates development programs for rooms department associates to assist in growth and promotion.

Greater Boston Area

Provided hands-on leadership across Front Desk, Guest Services, Reservations, Human Resources, and IT for the Front Office Department. Overseeing 12+ employees and 2 direct reports.Developed new guest experience programs that yielded enhanced guest satisfaction scores in 2019 from 81% to 93%. Through these initiatives, The Revolution Hotels placement on TripAdvisor’s traveler-ranked hotels moved from #89 to #13 of all hotels in Boston.Successfully improved Front Desk upsells by $90K in 2019 through various incentive programs.Meeting with the Director of Finance monthly for a P&L critique of Rooms, participating in budget review while working with the Director of Housekeeping on managing expenditures.Analyzed guest feedback to provide the Marketing and Revenue teams with clear information on ways to appropriately communicate our various room types across our website and OTA’s.Navigated the effects of the COVID-19 pandemic which resulted in mass layoffs and a reopening of the hotel in September 2020 with minimal staffing and budget restrictions, while continuing to maintain standards and guest satisfaction.Awarded Manager of The Year 2019 in recognition of dedication, passion, and hard work

Greater Boston Area

Managed all areas of the Sales, Marketing, and Front Office Departments. Overseeing 15+ employees and 3 direct reports.Meeting with the Executive Leadership team weekly to present department performance and goals.Surpassed sales goals by developing relationships with new Startups and tour managers in the Fenway area resulting in an increase in room revenue of $500K YOY.Bi-weekly calls with The Verbs marketing partner to monitor marketing performance, ROAS, and approval of media ads and PPC strategy.Created and designed marketing emails including graphics and content. Rolled out A/B testing to improve open rate and direct bookings.Developed and executed new marketing strategies to increase guest loyalty and brand awareness (Fenway Concert Series giveaway and Verb Official Merchandise)Awarded Leader of The Quarter Q1 & Q2 2018.

Boston

West Dennis, Massachusetts

Seasonal

Park City, Utah

Barnstable/Yarmouth, Massachusetts Area

Managed all aspects of the Front Desk, Concierge, and Bell/Shuttle Service operations. Overseeing 30+ employees across two Front Office locations within a 350-acre property.Recruited, trained, and motivated the Front Office employees who were mostly international J1 students.Implemented and maintained Forbes 4-star standards. Which was first awarded to Ocean Edge in 2016.Meeting with the Director of Front Office monthly for a P&L critique of Rooms, scheduling, and staffing needs.Awarded Employee of The Month July 2015.

Bachelor'S Degree, Hospitality Management

Leaving Certificate