US Bank Tower

As the leader of the Guest Relations department, I focus on ensuring the guests' experience is brilliant from the time they book their reservation to when they give us feedback after their stay, in hopes that they keep travelling with Marriott International. I use unique methods to satisfy our guests expressed and unexpressed wishes to delight them for their loyalty to our company. I create and maintain a culture of Elite Member Appreciation by empowering front line staff and targeting segments that show signs of opportunity in our GSS scores.

While maintaining my Bell Captain duties, executive leadership decided to transition my title to Bell Stand Supervisor in 2008. This allowed for my influence to spread beyond the bell men and shuttle drivers and into a more management mindset. I was responsible for a team of 12 bell men at the Irvine Marriott, an airport property catering to business clientele. I am responsible for all transportation duties including: quoting prices, scheduling, and executing transportation for large corporate groups. I produce the weekly schedule to match the upcoming forecast. I control payroll adjustments for my team, working with a monthly budget. I interview applicants and train new employees while supporting the values of Marriott International and their impeccable customer service and hospitality. I was awarded Associate of the Month in my 4th and 7th month leading to the promotion to supervisor. As supervisor, I earned five Service Excellence Awards which are awarded to associates who receive guest comments for exemplary hospitality. In 2009, 2012, and 2013 I was recognized as the Supervisor of the Quarter.

Developed a collaborative team of bell men as we refocused our hotel on guest arrival experience.

Brought guests to the hotel while explaining the amenities our hotel and the local area provide.

Started as an informal internship which became a full time sales position. I obtained knowledge in product management, sales techniques, and how to market products to prospective clients.