Creating revenue strategies and curating memorable experiences with the help of my dynamic team.

Developed and implemented strategies for Front Four office and lobby including Concierge and Food and Beverage services that supported achievements of Resort's goalsManaged operations and staffing of private residences and staffingConducted reservation processes for all private residence owners including updating owner's portal, waitlist, exchange and quarterly statementsEnsured consistent, seamless and luxurious guest arrival and departure experiencePerformed inventories, purchasing, budgeting, scheduling and staff evaluationsLiaised with other hotel departments to organize and perform quality standard training for new and existing staffMaximized use of guest history information to ensure high level of guest recognition and personalized serviceMaintained regular contact with owners/guests and identified opportunities to deliver added value to owner/guest relationshipsPlanned and coordinated group arrivals and departures by working closely with Sales, Catering, Housekeeping and other departmentsCoordinated with other departments and partners to ensure owners correctly received their Club benefitsCreated and instituted communication processes for shift changes in order to ensure seamless guest serviceCommunicated with all departments regarding in house and arriving VIP's, and any special needsMaximized revenue and cash flow by promoting resort services, special hotel programs, packages and upgrades when appropriateCreated cost saving controls and ensure economical and safe use of supplies and equipment

Maximized hotel revenue by supervising and controlling daily rate and inventory systems in all distribution channels.Increased room revenue $1 million and occupancy 19% during my tenure.Created new packages, promotions, and pricing structure to raise group and transient occupancy.Participated in property initiatives. Participated in formulating selling strategies and rate structures.Stand in for General Manager.

Developed monthly training items to foster development and cross training with other departments.Performed associate evaluations, provide coaching and development.Developed and implement strategies and practices which support employee engagement.Monitored guest satisfaction processes, and responded to guest concerns and inquiries.Conducted regular monthly meetings with members of the front office team to address current initiatives, projects and long term goals.Scheduled employees based on volume, demand patterns and schedule group travel arrangements.Performed quality control audits and ensure hotel credit policies are enforced.

Created best practices and training materials for Guest Service Agents, Hostesses, Reservations, Housekeeping, and Spa.Supervised and controlled daily rate and inventory systems in all distribution channels.Drove sales in restaurant and spa through employee incentive programs, promotions and social media marketing.Employed new products, services, technology and processes to ensure the Hotel's competitive position and in anticipation of changing customer needs within the dynamic hospitality environment.

Developed and implemented all SOP’s and training materials for Front Desk, Bellmen, Operators, Life Guards, and Shuttle Drivers.Create weekly schedule for all Front Desk, Reservations and Guest Services staff.Maintaining payroll records for the Front Office Department.Maintaining a level of employee and guest relations befitting a world class luxury resort.Personnel procedures including the following: interviewing, hiring, training, disciplining, terminating, handling transfers, employee performance reviews, promotions, increases, and demotions within the Front Office department.Creates yearly staffing and supply budgets.

Supervise a team of Lobby Concierge, including training and scheduling.Developed and implemented all SOP’s and training materials for all Lobby Concierge to AAA Five Diamond standards.Managed all guest itineraries for various mediums. Established new revenue streams. Coordinated Bell Staff, Operator, Reservations, Housekeeping and Laundry. Hired and managed outside vendors.  Assisted Sales and Marketing teams with social mediaAssisted Front Desk when required.

Establish new and maintain existing accounts. Provide excellent customer service. Maintain inventory and manage automotive part delivery professionals.