Emily Capone Email & Phone Number

Denver, Co, Us

Cherry Hills Village, Co, Us

Cherry Hills Village, Co, Us

Toronto, Ontario, Ca

Department head with a team comprised of a Guest Relations Supervisor and seven Concierges. Managed and enhanced the guest experience from pre-arrival to post-departure, overseeing all resort areas. Key areas of emphasis include special preferences, individual greeting, pre arrival room check, and all items related to delivering exceptional service.Technology and process champion. Supported all departments in adoption of new technology as a Fusion Champion, sharing best practices to enhance experiences. Changed all systems from a legacy system, Lotus Notes, to Microsoft Suite. Partnered with the Director of IT and team to plan for a smooth implementation. Incorporated technology into operations and trained staff on best use.Implemented a customer experience management tool. Served as the Medallia Chairman, comparing MTD and YTD scores to goals. Analyzed trends and proposed ideas to improve operations. Increased Concierge Medallia score by 1.2 points YOY, 2.0 points above average for all properties.Delivered exceptional service. Built service standard operating procedures for newly renovated presidential suite which included 24x7 butler service. Maintained a list of high profile VIP clients’ schedules and preferences to ensure an exceptional experience. Increased arrival score by 10.8 points YOY, increased recognition score by 3.0 YOY, LQA Concierge/Guest Services score by 13.8%. Aided in achievement of AAA Five Diamond Award and Forbes Five Star Award for 2020.Coordinated and led training and development. Implemented quarterly project rotation for Concierge team and monthly competitions to build upon team skills and evenly distribute efforts.Received three nominations for Manager of the Quarter in Q1 and Q4 of 2019.

San Diego, Ca, Us

Reported to the Director of Strategic Sourcing in a new role custom created based on performance. New service innovation. Developed a new service, providing housing options and coordination. Implemented processes, procedures, databases, trainings, presentations, and communications.Detailed research, negotiation and coordination. Searched extensively for nationwide housing and presented personalized solutions to traveling clinicians based on preferences, needs, and budgets.Metrics and results focused. Reported weekly metrics and forecasts to executive team. Presented trends and opportunities in monthly division meeting and facilitated trainings.Received the Director’s Choice Award at Q1 Operations Award Ceremony 2018.

San Diego, Ca, Us

Oriented new and legacy travel nurses on contract, compliance, benefits, payroll, and housing prior to the start of each travel assignment.Provided services to over 500 clients. Managed inquiries, requests, expectations, and concerns while also serving as liaison to internal departments.

Expanded cultural awareness and enhanced global perspective through exploration of seven different countries in South East Asia including Indonesia, Singapore, Malaysia, Thailand, Cambodia, Vietnam, and Philippines.

Toronto, Ontario, Ca

Managed a team of 135 employees, reporting to the Director of Housekeeping.Optimized the scheduling of 135 employees divided among different work groups.Created and launched the Star Housekeeper Competition. Offered quarterly incentives based on a points system for excellence in standards testing, attendance, productivity, and guest feedback.Technology champion. Aided in change to hotSOS Mobile and served as the REX Ambassador.Developed team and operating standards. Created numerous training tools, checklists, recaps, and procedures to improve performance and operations.

Toronto, Ontario, Ca

Managed a team of 10 employees, reporting to the Front Office Manager. 380 room property.Commitment to service. Created and launched a Guest Experience Management program. Success led to the creation of a new Guest Experience function for the property.Standardized operations. Improved consistency of standards testing and performance feedback given to Front Desk Receptionists.Excellence based results. Contributed to success in generating over $1.8 million in upsell revenue in 2013, and over $2.2 million in 2014. Aided in achieving award for Arrival & Departure Medallia Score, Best of 2014 - Among Top 3 in the Americas.

Toronto, Ontario, Ca

Hired right out of college, then promoted to Assistant Manager of a 434 room hotel. Assisted with the management of front desk receptionists, communications, concierge, and unionized guest services staff.Results focused. Supported team on exceeding upsell and perfect fill goals for hotel rooms and suites.Operations and staff oversight. Managed labor, performance, purchasing, reservations, group arrivals, curbside check-ins, and internal communications.Track record of achievement. Get Me Right Evolution Ambassador, Bluewater Ambassador, Manager of the Quarter 2012, and Manager of the Year 2012.

Toronto, Ontario, Ca

Dekalb, Il, Us

Resided on campus residence hall floor to maintain a clean, productive, and respectable community of 50 college student residents while overseeing floor condition and contents; report missing or damaged items, repairs, or concerns in public areas.Implemented strategies and conducted programs for residents to manage personal relationships, create an inclusive climate, contribute responsibility to the community, demonstrate academic success, and make healthy life choices.

Las Vegas, Nevada, Us

Aided in successfully launching a social media marketing campaign for the MGM Grand’s fine dining restaurants and lounges.Built clientele significantly by researching social media sites, interacting with site users, and demonstrating strategic promotions.Engaged in assigned projects and department meetings to improve understanding of large hotel operation F&B marketing functions.

Dekalb, Il, Us

Responsible for selling, logging, inserting, billing, and production formalities for publication of newspaper advertising space.Promoted special sales programs on list of client accounts to ensure that advertising needs are being met effectively.Interacted daily and participated weekly in meetings with advertising manager, production staff, billing manager, and advisor.

Northbrook, Il, Us

Bethesda, Md, Us

Chicago, Us

Us

Bachelor Of Science, Hospitality Administration

Semester At Sea Study Abroad Program, International