• Collaborates with a staff of 100, various Global and Regional Sale Directors, and the executive team to achieve yearly financial objective of $85mil for the Rooms Division• Works closely with Sales and Marketing, Catering, Revenue Management, Finance, and all Operational departments including Front of House and Back of House of both hotels• Partners with Marketing & Public Relations team to analyze, make recommendations, and update existing marketing plans to boost brand engagement

Managed daily housekeeping shift operations for luxury hotel famous for legendary service and guests. Directed, coordinated, and evaluated inventory management and guest service metrics.

• Oversees and forecasts yearly house-keeping budget worth $8M• Spearheads the successful renovation of 208 guest rooms while managing daily hotel operations• Ensures compliance with AAA 5 Star Standards (successful since 1994)• Trains and recertifies 65+ new employees on housekeeping procedures

• Introduced new upsell incentives during check-in generating additional revenue of $506k+ for 2014• Responded to communications from guests, travel agents, and referral networks about reservations logistics and challenges• Assisted with employee-related matters such as training, evaluations, and shift management

• Provided Guest Services including registration, departure, and concierge responsibilities.• Assist in coordinating the Front Desk and the Housekeeping Department.• Resolve guest complaints within scope of authority; otherwise refer the matter to the management.• Provide information about services available in the community.

• Trained guest services staff on effective methods to handle complaints and conflict resolution• Displayed excellent interpersonal and communication skills, phone skills, customer-focused environment, and led as a team player• Earned recognition from senior management for consistent excellent performance (e.g. awarded as employee of the month)

• In-House Reservations Manager Assistant;Respond to communications from the Sales department, guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, fax, or through a central reservation system.• Front Office Agent; Answer inquiries pertaining to hotel services; registration of guests, dining, entertainment and other directions both in person and on the phone.• PBX Operator;Provide prompt & courteous handling of all incoming calls while documenting guest’s request or complaints. Answer inquiries pertaining to hotel services such as room service.• Concierge Assistant;Provide guests with highly specialized services meant to improve guest experiences while offering advice about finding the best food and entertainment.

• Greet and register the guests, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay.• Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.• Assisted other areas of the hotel including housekeeping, banquets, and food & beverage.• Answer the telephone in a professional manner and assist guests with questions and concerns regarding the hotel property.

• Supervise the quality and efficiency of work accomplished by three interns.• Handle all aspects of birthday parties/weddings, including, but not limited to correspondences, contracts, billing, planning and activity preparation.• Communicate event needs to outside vendors, including placing orders, coordinating arrivals and departures and submitting payment requests.