Driver of guest satisfaction measurement, increasing the net promoter score from low-20s to mid-40sProject manager of several areas of hotel improvement including transportation, parking, arrival experienceResponsible for operations, guest satisfaction, and employee engagement of the 35 member team of the Front Office department, including, Front Desk, PBX Operators, Bell/Door staff, and Concierge DeskProven performer-Gallup increased .5% YOY, Upsells increased 34% YTD over 2015Manager-on-duty providing coverage and support to Rooms operations including HousekeepingHousekeeping helper at Andaz Scottsdale Oct/Nov ’16-trained new staff, set-up linen closets & uniform room

Manage Logistics Readiness Squadron unit health and readiness for 180 members Coordinated deployment improvement process to enhance deployment timelines

Served as Air Terminal OPS Processor in two sections of the Aerial Port; Cargo and Passenger Services. Also been an Assistant Crew Chief while being a Passenger Service Supervisor. Currently supervisor in ATOC having returned recently from Bagram, Afghanistan where I was the Duty Officer in the Air Terminal Operations Center which process approximately 1,000 passengers per day & 500 short tons of cargo per month.

Checked guests in and out in an efficient, courteous, and professional manner Provided rates and up-sold rooms and packages while cross-selling on-site outletsEnhanced guest experience by providing information and recommendations of on and off-site venuesResolved guest complaints in order to achieve a high level of guest satisfactionProcessed and verified all charges and credits are posted correctly to guest folios

Prepared and ensured adherence to customer service plan for branch, increased customer service rank from 17 out of 19 branches to number 6 in regionSupervised and motivated staff of 8-12 to meet and exceed goals by setting the example of up-selling and referring, coached and mentored, and conducted staff performance reviews Developed and implemented marketing plan to increase new accounts and lending businessWinner of Premier Branch Award in 2006, top in group of 15 branchesMaintained compliance to company policies, including cash handling procedures, and federal regulations.Coordinated monthly branch audit requirements being achieved, resulting in all external audits being met Ensured physical elements of branch and staff appearance were in keeping with corporate brand standards

Acquired, retained and deepened customer relationships through outstanding customer serviceProvided products and services that benefited the customer's finances and achieved branch sales goalsConsistently achieved goals, ranked in top 10% of peers in all measured sales goals

Registered guests checking-in and out with efficiency and attention to detail and service; resolved challenging situations, issues, and emergency situations, or special requests, also provided guests with recommendations and directions to local businesses/attractions

First point of contact for guests at a luxury hotel, provided exceptional rapport and serviceParked and retrieved vehicles with care and expertise