• Responsible for facilitating and maintaining 5 star service standards at a AAA 4 -diamond boutique, beachfront hotel• Manage and provide leadership for 20+ associates including front desk, bell, valet, concierge, night audit and reservations departments• Responsible for hiring, training, scheduling, developing, empowering, coaching and delivering performance reviews for over 20 direct reports• Handling guest requests and complaints with stellar solutions and ensuring guest satisfaction• Recognized for being guest experience oriented with strong guest recovery skills• Brainstorm and execute ideas to increase guest loyalty and satisfaction• Responsible for reputation management and for reporting results, trends and facilitate discussions for action and encourage and motivate staff to strive for positive reviews• Accountable for maximizing room revenue by participating in revenue meetings and being involved in revenue strategies including pricing, inventory management and in developing strategies to increase ADR and revenue year over year• Participate in discussion and implementation of property budget and expenses and how to increase revenue and flow through to the bottom line• Responsible for producing and adhering to annual department expense and labor budget and control costs with supply ordering, inventories and price comparisons• Working knowledge of all other hotel departments including housekeeping, maintenance, food and beverage and accounting• Proven history of being able to balance competing priorities and complete tasks in different areas of responsibility• Conitune to participate in the hotel Executive Committee at multiple properties, working with other department heads and General Managers as an executive team that oversees and closely interacts with other departments including sales, food and beverage, engineering, housekeeping and front of the house operations

• Directly responsible for the Guest Relations department which includes guest experience, guest recovery, hotel’s online reputation, transportation operation and staff and reservations department.• Responsible for pre and post stay guest interaction and following up on all guest comment cards• Responsible for monitoring TripAdvisor ranking and reviews, as well as all other online reputation websites on a daily basis, providing weekly TripAdvisor report to entire property, creating and implementing property programs to increase staff awareness focusing on the importance of online reputation• Responsible for working directly with return guests and being available to assist them personally with reservations, special requests and accommodations and recognizing them for their loyalty• Oversee daily operation of hotel transportation department and bellman services, maintaining fleet records and conducting and passing the annual CHP inspection• Responsible for daily reservations operations on property such as inputting reservations, entering FIT contracts in to Opera, monitoring inventory, Travel Agent commission checks, accounts receivable for FITs and OTAs• Responsible for coordination of employee and manager functions such as safety and employee appreciation luncheons, holiday parties and incentives• Responsible for departmental labor and expenses compared to budget• Oversaw summer activities programs as well as managed pool attendants and cabana rental

• Directly responsible for the day to day operation of the hotel Concierge desk and staff• Oversaw team of approximately 4 individuals and was responsible for hiring, disciplinary action and scheduling• Responsible for creation and implementation of area and hotel information given to guests during their stay• Responsible for creating and maintaining vendor relationships• Member of the San Diego Concierge Association• Member of the San Diego Concierge Association Board of Directors

• Directly responsible for supervising all front office operations• Supervised team of approximately 25 individuals, including guest service agents, PBX operators, drivers and bellman• Responsible for overseeing interaction between front office staff and other departments such as housekeeping and engineering• Responsible for addressing guest issues and finding a satisfactory resolution for both the guest and the hotel

• Responsible for providing exemplary service to guests during check-in and check-out process• Responsible for following through and giving solutions to guest requests• Responsible for anticipating guest needs during their stay at The Dana

• Responsible for overseeing client preparation for juvenile delinquency/dependency as well as truancy courts• Responsible for running a weekly court calendar in juvenile delinquency/dependency court• Responsible for writing case briefs for imposing juvenile and several adult trials