Managing Property Operations and Department Budgets• Reviewed and followed up on positive and negative Guest Satisfaction (Guest Voice) scores and comments• Ensured all Capital Expenditure improvements are submitted and completed by end of the year.• Prepared and performed all audits; Brand Standard Audit (BSA), Global Food Safety Audit, Financial Control Audit (FCA), PACE etc.

Responsible for managing an 85 room property and the coordination of 20-30 staff members; interacts with clients and contractors; ensures consistent guest satisfaction; monitors hotel performance through financial reports and forecasting reports; initiates corrective action when necessary; conducts interviews with potential new hires; conducts room inspections and routine evaluations; maintains service and quality standards for the hotel; conducts and enforces regular safety meetings among staff; establishes and maintains preventative maintenance programs consistent with franchise and brand standards. Completed all necessary IHG training requirements, and proficient in IHG extranet system Merlin and operating system Opera.

Implement company programs and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet) Prepare forecasts and reports and assist in the development, implement and monitor the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service. Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.Manage the Human Resources in the department in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate.Maintain good working relationships and open lines of communication with all other departments; perform the Manager on Duty functions as assigned.

Ensures compliance with company/franchise standards for personnel administration and performance, service to patrons, and room rates.Delegates authority and assigns responsibility to all employees; supervises work activities of all employees Managed staff training of Opera Xpress (PMS), IHG standards, Safety & Security procedures. Ensures staff received proper training for each position, including safety training and standard operating procedures.Allocates funds, authorizes expenditures and assists Area Director in budget planningMonitors cost controls on a regular basis.Performs duties of a Sales and Marketing manager including making marketing calls; attending community business functions; working with travel agents and direct bill accounts; and coordinating sales promotions.

Assisted the owner in the setup and opening of a brand new 82 room property. Performed duties related to new hotel opening: IHG’s Ramp Up / Activation training, product purchasing for all rooms and breakfast bar, front desk hiring and set up hotel operation standards, sales and marketing initiatives to include cold calls to all companies Manage day-to-day operations and assignments of the hotel. Plan and organize work, communicate goals, and schedule/assign work, comply with and advise staff of formal policies and procedures, identify options and resolve issues.Performs duties of a Sales and Marketing manager including making marketing calls; attending community business functions; working with travel agents and direct bill accounts; and coordinating sales promotions.

Responsible for recruiting, interviewing and hiring of all hotel staff,Identify and manage repair and maintenance issues. Property management System Expert in Opera, Holidex, and HIRO,Identify and correct life/safety and inspections issues.Notify GM of any guest concerns Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflect highly on the hotel.Key responsibilities include: develop and manage sales plans and strategies monitor and handle inquiry calls and provide client proposals in accordance with established departmental policies and procedures.Provide key interface with Operations and other sales teams, attend and represent hotel at trade shows and conventions and/or participate in sales trips to key feeder markets.Serve as “Manager on Duty” as required. Perform other duties as assigned including assisting staff with there job functions during peak periods participate and attend hospitality and community organizations events.