Responsible for overseeing the daily operations of the Guest Service, Reservation and Housekeeping Departments of a full service, 231 room independent property. Motivate, coach and develop a Team of 65 employees to ensure the highest level of Guest Satisfaction and labour productivity. This is done in conjunction with continuing to maintain and implement the Revenue Management strategies and processes of the property.

Oversee the Distribution and rate strategy of a 231 room property and manage day to day yield operations. Perform competitive benchmark analysis and follow market trends. Present detailed evaluations of data including STR, Hotelligence and pace with recommendations for effective strategy to the GM, DOS, GSM and DO. Prepare the outline for and support the annual room revenue budget. Ensure channel management and website booking process is maintained up to date and functional.

Successfully recruited, trained and managed a team of 4 Reservation Agents. Created increased awareness of revenue maximization. Implemented a reservation/service excellence training culture at the hotel by partnering with Signature Canada. Provided weekly dynamic forecasts, variances and budget comparisons. Created and developed pricing strategies. Monitored and analyzed group and transient inventory, occupancy, rates and products.

Led a team of 8 Guest Service Agents and Night Auditors. Fostered an environment in which guests enjoyed high levels of service and employees were motivated to deliver top performance. Responsible for all front-end operations to ensure friendly end efficient service. Responsibilities included, monitoring and participating in check-in and check-out process ensuring that it was swift, efficient and pleasant. Interacted with guests greeting them and providing assistance. Responded appropriately to guest inquiries and complaints. Actively listened with empathy and compassion to resolve guest issues in a timley manner ensuring guest retention.

Assisted the controller with daily revenue and labour reports, bank deposits, posted supplier invoices and payments, paid travel agent commissions and responded to commission inquiries.

Responsible for arrival and departure of guests, answering all inquiries and providing proactive guest service. Empowered to handle all guest complaints in an efficient and courteous manner. Reconciled daily revenue and expenses and prepared reports used by management to analyze the previous day, MTD revenue and occupancy performance. Acted as Night Manager.