• Manage pre-opening and opening tasks for 65 room independent boutique hotel• Manage all operations, human resources, implementing and enforcing brand standards across the hotel departments, writing and amending all standard operating procedures (SOP’s)• Oversee revenue management, manage and monitor all online travel agents (OTA’s), suggest and make rate adjustments according to market movements and competitive set of hotels• Supervise budgeting and forecasting of revenues for all hotel departments• Write marketing and business plans• Supervise the budgeting, forecasting, and staffing for the Porter Square Hotel • Process and auditing all payroll functions • Recruit staff and train employees in all departments of the hotel

• Supervised the budgeting, forecasting, training, motivating and staffing of the Rooms Department • Responsible for accounts payable, accounts receivable, and end of month processing• Supervised and reviewed cost and inventory controls • Implemented and managed hotel’s daily quality process including associate improvement, and compliance with hotel standards• Fielded guest complaints and resolved guest problems, conducting research to develop the most effective solutions and negotiate results. Prepared written correspondence to guests. • Planned, organized, chaired, attended and/or participated in various hotel meetings such as: staff meetings, Rooms Division meetings• Interviewed, hired, and trained new and current employees• Recommended performance evaluations, resolved problems, provided open communication and recommended discipline and/or termination for employees when appropriate• Monitored hotel occupancy and make staffing adjustments accordingly

• Supervised the housekeeping staff; providing open communication, training, coaching and counseling and providing performance feedback to ensure maximum efficiency• Supervised and inspect the cleaning of the guest rooms, turndown service, public areas and back of the house; ensured compliance with accident/loss prevention programs, health/sanitation standards and regulations to achieve a high level of cleanliness and guest satisfaction• Issued assignments to staff reviewing special requests and areas of concentration to ensure a smooth flow of the housekeeping operation• Responded to guest requests, concerns and problems to ensure guest satisfaction• Logged items into the lost and found and answer inquires to ensure guest satisfaction

• Responsible for all pre-opening and opening front desk operations• Interviewed, hired, trained, and supervised all employees• Recommended performance evaluations, resolved problems, provided open communication and recommended discipline and/or termination of employees when appropriate• Responded to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business• Resolved customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions• Implemented company programs and supervised the daily operations of the front desk to comply with SOP’s, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality provided to the hotel customers

• Managed Assistant Front Desk Manager, Supervisors, and all Front Desk Clerks• Managed financial records for the front desk including; reconciling daily receipts, making daily bank deposits, coding vouchers for payment, maintaining petty cash reserves• Reviewed, updated, and communicated hostel policies in accordance with National office standards• Managed OTA’s to ensure profitability• Completed weekly, monthly, quarterly and annual reports in a timely and accurate manner• Created the front desk schedule, planned monthly meetings and assigned duties to staff and monitored performance• Assisted AGM with front desk budget planning• Maintained relationships with vendors• Resolved guest complaints and employee issues

• Supervise Front Desk Supervisor and Clerks• Resolve guest issues on a daily basis to ensure a positive experience with Hostelling International• Manage front desk financials including daily bank deposits, weekly reports, petty cashing, credit card disputes and or payments, reconcile daily receipts, and vending invoices