• Managed a team of 80 front desk, at your service, concierge, and bell stand hosts.• Overseen day of sell strategy of 1,200 room hotel to maximize daily revenue and occupancy.• Reviewed and closed payroll for all front office hosts including incentives, upgrade commissions and problem reconciliation. • Assisted in hiring, training and coaching of hosts.• Acted as hotel MOD during shift and manage all escalated guest issues.• Communicated with various hotel departments to ensure complete guest satisfaction and problem resolution.

• Acted as solo-Manager on Duty, responsible for supporting a 1,200 room property and it’s working hosts.• Owned hotel forecast announcements, updated the forecast on a weekly basis and ensured all necessary departments were up to date with the latest changes.• Created a new upsell program, one that would incent our hosts to consistently upsell; owned upsell communication, while consistently motivating our hosts to reach and exceed our hotel’s upsell goal.• Overseen the completion of night audit, provided support to the overnight team. • Proactively managed sold-out situations, and modified sell strategies and room blocking when necessary.

• Exemplified a Spirit to Serve attitude and willingness to be brilliant by demonstrating commitment to guests and the development of fellow hosts.• Warmly greeted guests upon arrival, ensured they were escorted to the proper desk for check-in.• Engaged guests to enhance their service experience by highlighting outlet information and hotel features and amenities; maintained the flow of traffic in the lobby and public areas. • Assisted in the implementation of our Elite Arrival process; outlined what the radio communication from our valet area to the front desk would look like, created an over-the-top experience for our arriving Elite guests.

• Responsible for VIP reservations, group blocks, and daily operational room blocking. • Demonstrated a mature work ethic, able to communicate with Front Office team, while working well with other departments.• Cross-trained in At Your Service to assist on the phone, trained to operate a switchboard system.• Extensive PMS, MARSHA, and GuestWare knowledge. • Supported the Front Desk, ensured daily blocking strategies and room availability was communicated.