Kendra Monroe Email & Phone Number

Seattle, Wa, Us

Focused on deploying new technology to hotels globally, utilizing Change Management to see that technology is adopted by the hotels, ensuring project stay on track and are executed within designated timelines, Leading status meetings and assigning additional tasks when necessary, successfully executed three technology projects on time that impacted over 750 properties

Seattle, Washington, United States

Los Angeles, California, United States

Opened the Los Angeles Market; establishing operations, service standards, vendor contracts and staffing levels. Partnering with the Real Estate team to determine ideal hotel/multi-family product as well as operationally beneficial lease terms. Created a community within the Senior Operations Managers by leading monthly meetings and created a "think tank" environment to support collaboration across markets. Continuing to collaborate with centralized teams in improve the market operations and environment; including Security, Human Resources, Program Management, and Technology Initiatives. Overseeing day to day operations included but not limited to guest focused initiatives, operational efficiencies, housekeeping operations, preventative maintenance program, and vendor relations. With a specialized focus on closing service gaps as well as creating and implementing action plans.Los Angeles market opened in February 2021 with 35 units in one building and grew to 161 units over three buildings by Q3 2021. Additional signed leases will grow the market to 600 units over 6 buildings by the end of Q1 2022. Currently sitting with a pipeline of 600 units over 5 buildings with projected live dates by Q3 2022. Properties: Crescent Hotel Beverly Terrace Found HotelBonnis The Lane Laguna Brisas

Santa Monica, Ca

Santa Monica

• Overseeing Front Office, Housekeeping, and Engineering• Managed partnerships and activations for Food and Beverage, including PR and Social Media• Involved in Restaurant relaunch during lobby renovation including service standards and menu design• Participating in Revenue calls and P&L ownership review• Leading the Operations team through a $12 million lobby renovation• Created and Managed Energy Efficiency Program• Improved Guest Satisfaction scores within Front Office and Housekeeping by an average of 5%• Oversaw and managed 51 CAPEX projects in 2019 totaling $1.2 million • Led Corporate Task Force team establishing Covid-19 cleanliness standards in Public Spaces

Led the development in pet gift bags for guests. Assisted with establishing consistent service and development in the department. Established monthly sub-department meeting standards. Developing managers by providing opportunities and working with them one on one. Handling diplomatic and other VIP clients including the arrival and departure process. Took the lead in reducing the team's tardiness by 90%. Overseeing Club Lounge standards including revamping the amenity delivery process. Creating a PBX department 4 months after opening the hotel.

Responsible for upholding IHG, InterContinental, and IHG club standards. Establishing and maintaining arrival, departure, and problem handling standards for the Front Office. Working closely with Engineering, Housekeeping, Sales, and Food and Beverage to ensure proactive measures are taken for hotel, guest, and employee longevity and satisfaction. Driving results for enrollments, employee engagement, upsells, and guest satisfaction. Directly oversees the operations, development, and results from front desk, instant service, uniformed services, concierge, guest relations, and managers on duty.

Intercontinental San Francisco

As an Assistant Front Office Manager/Manager on Duty, I was responsible for managing day to day operations, actively resolve guest issues and security matters, work closely with F&B, Housekeeping, and Engineering, and was active in supporting the Front Office team in the operations; including Concierge, Instant Service, Guest Relations, Uniformed Services, and Front Desk. Through team work with the Front Office Management team we raise employee engagement scores from 68% to 77.5%. I successfully responded to TripAdvisor and IHG HeartBeat Guest reviews.

Bellevue, Washington

Upholding Hilton Brand standards. Making continuous efforts to raise guest satisfaction scores. Troubleshooting department concerns and finding a positive solution. Greeting arriving and departing guests, Checking guests in and out. Handling and creating solutions for guest complaints. Coaching and Counseling front desk agents, bell staff, night audit and PBX agents. Monitoring and responding to guest responses. Reviewing group resumes and preparing the Front Office to ensure successful events. Evaluating Executive Lounge and adjusting amenities to further benefit Gold and Diamond guests. Completing front office payroll, purchase orders, and ordering in a timely manner. Reviewing P&L and forecast to ensure department productivity is on schedule or under budget.

Greater Seattle Area

Greeting arriving and departing guests, Checking guests in and out. Handling and creating solutions for guest complaints as the Manager on Duty. Coaching Welcome Desk Agents. Monitor and manage room availability. Review Group Resumes in detail and communicate and collaborate with other hotel departments.

Greater Seattle Area

Greeting arriving and departing guests. Checking guests in and out. Handling and creating solutions for guest complaints. Ensuring room types are balanced and appropriate guests are upgraded. Balancing and evaluating guest requests and expectations for their upcoming stay. Closing guest’s credit cards. Executed Manager on Duty shifts. Handle guest’s expectations and reservations in person and over the phone at all hours.

Greater Seattle Area

Welcoming VIP clients. Planning guest’s itineraries. Ensuring all guest requests and expectations are met and exceeded. Finding creative solutions to unusual guest requests. Assisting all areas within the Front Office.

Cle Elum, Wa

Upholding four diamond standards. Accomplished in welcome all guests, Guiding guests through check in and out process without hassle or grieve, Assist and collaborate with co-workers in handling delicate situations, Displayed excellent communication with every department, and Strives to enhance career by assisting other departments.

Pullman, Wa

Graduated with a degree in Hospitality Business Management. Spent six weeks aboard in Phuket, Thailand, Bangkok, Thailand, and Kuala Lumpur, Malaysia studying the various approaches to international travel.

Cle Elum, Wa

Opening and closing gold operations. Upholding private club standards. Assisted in developing club standard operating procedures. Catering to VIP clients and VIP events.

Bachelors Of Arts, Hospitality Business Management

Activities and Societies: An active member of Gamma Phi Beta.

Certified Rooms Division Executive Certificate