Laura Schell Email & Phone Number

Ac Boston North

The Row Hotel At Assembly Row (158 Rooms)

• Carried out the pre-opening set up of every aspect of the housekeeping department: supply procurement, vendor relationships, staffing, training, safety initiatives, PMS system set up.• Set and held the standards within the hotel pertaining to all aspects of cleanliness, room details/styling, daily departmental operations standards, and collaborative interdepartmental policies. • Maintained positive Guest Satisfaction results within budgeted Minutes Per Occupied Room (MPOR) labor standards.

The Westin Waltham-Boston (351 Rooms)

• Responsible for the implementation of a “real-time” inspection program using Mobile Rooms Coach-enabled tablets, allowing for increasingly focused and effective retraining. • Deployed capital expenditure to replace each room attendant’s cart, thus raising employee satisfaction with working conditions and increasing available cleaning time.• Devised and implemented a comprehensive back-of-house cleaning schedule including daily and monthly maintenance routines to address interdepartmental StarVoice concerns.• Partnered with hotel marketing efforts to launch a successful social media campaign of over 500 votes to win American Hotel Register’s National Housekeeping Heroes Contest, which awarded our team a day of on-property pampering.

The Westin Waltham Boston (351 Rooms)

Instrumental in leading the hotel rooms division through transition as one of the first properties to undergo franchise acquisition post-Starwood/Marriott merger.

The Sheraton New York Times Square (1780 Rooms)

• Directed 17 managers (9 of whom were direct reports), 126 house attendants and 198 room attendants to meet the demands of 92% YOY occupancy in a Local 6 union environment.• Developed and acclimated newly hired managers into the department, setting them up for success via streamlined on-boarding.• Rebidded the house attendant schedule to include job task combinations and came to a mutually agreeable outcome with both union delegates and associates.

The Westin Copley Place (803 Rooms)

• Created, maintained and controlled the weekly schedules of 139 associates within Local 26 union parameters and budgeted productivity goals.• Drove initiatives to increase sustainability, including Make a Green Choice and Global Soap recycling program.• Managed the deep clean, carpet care, and inspection programs to ensure each of the 803 rooms are maintained within brand specifications.• Certified Property Service Culture Trainer for Brand and Experience Modules, ensuring the hotel maintained a 90% training completion rate.

The Boston Park Plaza (945 Rooms)

• Oversaw daily housekeeping and laundry operations. • Ensured consistent cleanliness standards were applied in all 945 rooms. • Provided assistance to any guest inquiries or requests.• Responsible for implementing the Nextel-Starguest system to the house attendant team, resulting in guest requests being fulfilled more quickly and efficiently.

The Boston Park Plaza (945 Rooms)

• Hired the strongest candidates to build the most efficient teams in the front desk, guest services, concierge, PBX, bell, door, and Park Response departments• Participated in the ADP program as a mentor for line-level associates in different departments, offering expertise and cross-training• Planned for strategic development and engagement of all team members as part of the department’s StarVoice action plan, leading to increased departmental score from 2007 to 2008• Oversaw daily operations, including revenue maximization and inventory management, to deliver superior guest satisfaction, resulting in increased GSI from 2007 to 2008• Led the guest services team in providing the Boston Park Plaza’s signature “classical caring experience” through the employee empowerment program and involvement in the hotel-wide Guest Experience committee to develop new strategies for “wowing” our guests

The Westin Philadelphia (290 Rooms)

Management Trainee – Rooms Division • Led the front office team as a front office supervisor and weekend manager on duty.• Mastered Lightspeed and Galaxy PMS systems to perform front office functions.• Maintained exceptional results in key drivers of success: Brand Assurance Audit: 94%. StarVoice: 90% in supervisory effectiveness. Guest Satisfaction Index: 9.0+ in check-in speed, efficiency, and friendliness.