Led all areas of the rooms division including bell, concierge, parking attendants, front desk, at your service (PBX), and rooms control.Supervised 35 direct reports in daily operations, ensuring company standards are met at all times.Responsible for setting and achieving quarterly and annual service and financial performance goals. Constantly monitor and analyze KPI’s and front office budget to improve performance and ensure ongoing success.Served as the property BLT/WIG coach, helping managers create more specific weekly commitments/goals focused on driving guest service scores. Developed a new supply request system to streamline ordering and ensure proper supply of necessary supplies at all times.Coached and mentored associates in guest service skills and techniques, leading to an operations/service score of 95.4% on the 2020 Brand Standard Audit

In charge of all areas of the front office for a two hotel complex (The Aloft and Element Hotels) totaling 259 rooms. Responsible for all staff training and development, discipline, and all front office SOP’s. Created new and innovative programs to raise satisfaction scores, and increased guest satisfaction as indicated in corporate GSS scores by nearly 20% YOY. Reduced staff turnover, and created new training materials and programs for staff. Maintained constant lobby presence to greet and interact with guests.

Overseeing a staff of 5 concierge in all areas of customer service. Responsible for staff training and development. Created SOP's for package handling, ticket sales, and other concierge tasks. Tracking guest information and purchases using Salesforce software. Coordinating synthesis between the concierge desk, bell team, and front desk staff.

Responsible for assisting guests in many service areas including restaurant bookings, city information, travel, ticket booking, and VIP services. My expertise is particularly in NYC restaurants, and I have a broad range of connections and contacts in the restaurant and nightlife industry.