Directed operations in all departments including rooms division, full-service food + beverage, maintenance/grounds, sales/marketing, retail, and events.* Led meetings with department heads to set goals and optimize and enhance operations.* Designed SOPs, established policies, and set priorities to ensure consistency of brand presence, exceptional guest experience, delivery of high-end food + beverage services, immaculate cleanliness and through property upkeep, and health and saftey standards. * Set up and managed PMS, POS, and Reservations Systems. Set room rates and basic yield management.* Stepped into a variety of roles when necessary acting as restaurant manager, venue coordinator, expediter, bartender, sommelier, server, host, guest services agent, housekeeper etc.Managed Human Resources; oversaw hiring and on boarding, arbitrated disciplinary measures and terminations, mediated conflicts, delivered performance reviews, determined compensation increases, and implemented initiatives to enhance company culture.Coordinated the successful execution of specialty events. Oversaw the delivery of multi-course plated receptions for 160+ guests. Ensured profitability of in-house events by managing costs, analyzing data from prior years to optimize attendance and set target markets, and creating upsell incentives for team members.Represented the company among its stakeholders, led community outreach initiatives, developed relationships with vendors and contractors, delivered performance reports and advised ownership in strategic planning, and led guest service recovery efforts.Received recognition of service excellence during my tenure through 5-star average guest reviews on TripAdvisor and Google, 4.8-star average diner reviews on Resy, and acceptance into the Select Registry portfolio of craft lodging properties.

Curated personalized menu recommendations, skillfully upsold, suggested beverage pairings and answered questions on dish preparation.Excelled in a high-pressure, fast-paced environment while maintaining professionalism and efficiency.Assumed leadership by directing support staff, mentoring junior servers, and addressing guest concerns when management was unavailable.Adapted to gaps in staffing by providing exceptional service across various roles and responsibilities as necessary for successful operations.

Boosted sales through engaging tours and informative sessions for prospective renters.Streamlined application processing and cultivated resident relationships. Enhanced satisfaction and renewal rates.Fostered collaboration among departments, properties, and contractors for seamless operations.

Served as primary guest liaison, handled reservations, addressed inquiries, and resolved concerns with empathy and efficiency.Partnered with Sales to negotiate and coordinate group bookings.

Provided concierge services and information about local history, attractions, and events. Managed reservations, processed payments and finalized transaction reports.Coordinated with maintenance and housekeeping; inspected rooms and common areas to ensure consistently high standards.Facilitated food and beverage services; served breakfast, prepared afternoon tea, and supported dinner service and special events.