- Oversaw internal sales and service team covering multiple markets.- Responsible for hiring & training, scheduling, budget, payroll, coaching & discipline, financial reporting to Executive Leadership, administrative duties, and general office management.- Created departmental KPIs and tracking systems relating to client experience to develop a comprehensive picture of the customer journey.- Designed and implemented a Service Audit program for team with objective criteria for call proficiency. Gave real-time feedback and routine coaching.- Created a training program focused on luxury-level service drivers.- Initiated regular one-on-one meetings with team to track progress in sales and service, identify challenge areas, and strategize improvements via personalized goal setting.- During tenure, saw unprecedented growth in sales and over 20% decrease in both client complaints and compensation.- Achieved highest ranking as a manager in Associate Satisfaction Survey

- Oversaw daily operation of Front Desk, PBX, Bell/Door, Housekeeping, Club Lounge, and Concierge at 471 room, full-service Marriott property.- Led Guest Satisfaction initiatives resulting in over 20% increase in all drivers and jump to ranking of Top 3 in Brand.- Spearheaded campaign to increase on-property enrollment in loyalty program, resulting in 300% YOY increase- Drove ancillary revenue initiatives including Upsell program that resulted in $50,000 YOY increase- Increased Club Lounge Satisfaction scores by 10% YOY through new initiatives based on guest feedback from Elite Guests with limited budget.- Led hotel reopening following Covid-19 Pandemic, including re-staffing, training on new procedures, and directly communicating with all incoming guests to ensure clear communication about available services and to accommodate requests.- Increased Associate Engagement score by 10% YOY through building trust with associates, achieving the highest score of any manager on property- Initiated associated recognition program using feedback from Guest Satisfaction Surveys and reviews

- Opened brand new hotel as department manager.- Oversaw daily operation of Front Desk, Bell/Door, and Valet Services including hiring, training, coaching, discipline, scheduling, budgeting, ordering and inventory, payroll, key management, financial reconciliation and reporting, guest satisfaction, and any facilities management.- Achieved third highest scores for Loyalty Appreciation and second highest scores for Service across entire Autograph Collection brand.- Participated in development of hotel’s “Mark of Craft” as a brand identity, including branding, verbiage, activations, and experiences

- Oversaw daily operation of historic luxury 273-room Union hotel, including budgeting, labor management, coaching and discipline, training, financial reconciliation and reporting, inventory and supplies, and guest satisfaction- Increased hotel’s Intent to Recommend (ITR) score by over 15% through creating and implementing a Service Audit and Training program based off Forbes Standards- Launched associate Upsell program that yielded over $20,000 in additional revenue in first 3 months of operation- Bridged gaps between Front Office and Housekeeping teams by establishing channels of communication and collaborative management

- Oversaw daily operation of Front Desk, PBX, Bell/Door, and Concierge team at 1060 room Union property, including training, coaching, discipline, scheduling, labor management, financial reporting and reconciliation, and guest satisfaction- Increased Staff Service scores by 15% through daily Service Audits, Training, and Front-Line Management, despite ongoing renovations to the hotel- Played a fundamental role in implementing Upsell program that generated over $100,000 in additional revenue in its first year- Maintained strong Associate Opinion Survey scores throughout challenging renovation by creating incentive and recognition program

• Began as Guest Services Agent and was promoted to Front Office Manager within 3 months• Took hotel to record-high position on TripAdvisor through service focus with staff• Increased overall satisfaction scores by 20%• Oversaw operation of front office, including staff, schedule, resident/guest concierge services, and revenue• Streamlined and developed SOPs and developed staff training program