In this role, I oversee the onboarding process for all new hires, including a 2 day orientation, new hire check-ins, and job skill certification. To date, I have onboarded over 150 new team members, including providing a "re-orientation" for returning team members during the COVID-19 Pandemic. In my role, I coordinate, schedule, and execute annual compliance training for nearly 350 team members on an annual basis, including all corporate required training and annual service training, in alignment with our Company's Brand Standards and Forbes Travel Guide Luxury Standards.As an on property leader, I handle all incoming employee concerns and questions, including stepping in for the Director of Human Resources as needed.In addition, I have worked with our corporate partners to create and develop standards and training programs for our hotels within our luxury portfolios for the Americas Region as well as assist with onboarding of new Luxury Learning Leaders.

As the Front Office Manager at the Conrad Washington, D.C. I oversaw our front desk, bellstand, concierge, and PBX/Conrad Services team. In 2020, we achieved #1 in the Americas for guest satisfaction in our post-stay surveys and received our Forbes 4 Star designation for 2021.

In this role, I assigned and balanced our 800+ room inventory with over twenty room categories daily. I monitored all hotel group requests, billing, room assignments, specialty rates, and room block. As part of our upsell program, I generated over $22,000 in upsells. I also served as our Blue Energy Guest Relations Champion, extrapolating data from SALT Scores and guest comments. In addition, I ran shifts as needed as the hotel manager on duty.

In this role I served as our Guest Relations and Club Lounge manager. I was the head for both departments and oversaw all functions including scheduling, payroll, inventory, hiring, Forecasts, and P&L reviews. I created all new hire requisitions for open positions within the department, completed pre-screening and in person interviews, and reviewed and submitted all final hiring paperwork with Human Resources. I was part of our Quality Improvement team with focus on Problem Resolution.In this role, I was also selected for a Specialty Task Force assignment to the Ritz-Carlton, Rancho Mirage.

I was the Telephone Operations Supervisor at the Ritz-Carlton and JW Marriott, Orlando Grande Lakes Property. I was selected to head the project of combining our two call centers into one shared department. During this time, I modified the two existing training manuals for the two different hotels and merge them into a single training guide. My team, which came from both properties, alternated between maintaining the current call centers while attending training for the new department. I oversaw between 15-20 Ladies and Gentlemen who balance both luxury brands and standards.

I completed the Management Training Program with The Ritz-Carlton Orlando, Grande Lakes. I rotated through Guest Services, Housekeeping, Front Office, Club Concierge, and Guest Relations. Through this program, I developed important management skills and will further understand the processes and tools Ritz-Carlton Managers use to be more effective.