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Initiate, lead, and manage high level business planning initiatives and execute efforts to translate them into tactical plans for discussion, negotiation, and execution; Lead, manage, and drive cross-functional teams to provide research, requirements analysis, design, development, and ensure deliverable's are completed on time and within budget; Work with customers to identify issues and develop strategies to efficiently and effectively resolve customer issues in a timely manner

Managed portfolio of 700+ accounts in mid-to-large scale markets, including various brands and independent luxury properties; Grew territory sales through establishing relationships with current and new accounts; Created and presented Uniform Programs to key decision makers; Conducted ongoing customer needs assessments, analysis, and research of market trends

Ensured company and brand standards of operations and policies were strictly adhered to; Resolved guest issues and reviewed guest service scores to identify areas of improvement, recognize positive achievement, and implement corrective action where necessary; Hired, counseled, coached and terminated team members in accordance with company policy; Collaborated with the GM and Director of Sales to establish pricing strategies to maximize revenue; Forecasted operational needs, procured all food and non-food inventory, and managed delivery schedules with all vendors

Managed 60+ employees from the Welcome Desk, Whatever/Whenever, and In-Room Dining (IRD); Created monthly budget reports and analyzed market trends; Developed training programs for new hires and existing employees; Coordinated consummation of guests’ special requests

Traveled internationally and domestically to effectively conduct Quality Assurance (QA) evaluations according to the requirements for each client: Produced consistent evaluations with greater than 99% accuracy; Exhibited a professional yet inconspicuous demeanor at all times as a primary representative of LRA; Provided recommendations to Account Administrators to improve consultant tools and training materials; Delivered presentations of evaluation findings to key property level executives

Hired, trained, and managed 25 direct reports within Guest Services, Housekeeping, and Maintenance; Responsible for all property-level accounting, including accounts payable and receivable; Collaborated and strategized with Regional Director of Sales by forecasting weekly, monthly, and annual occupancy and revenue; Increased guest satisfaction scores by 20% by promptly addressing guest concerns; Improved cleanliness scores by 25% by developing and implementing housekeeping best practices

Managed 45 Front Desk, Bell/Shuttle, Housekeeping, and Restaurant employees within a 281+ room full service hotel. Generated weekly, monthly, and annual forecasts, and created spreadsheets to analyze profit and loss. Controlled room rates by developing and implementing rate strategies. Assumed the responsibilities of General Manager in her absence.AccomplishmentsImplemented an employee incentive program to boost morale and improve staff retention.Produced a new marketing initiative which has increased occupancy 5-10% YOY each month.Introduced Bell/Shuttle positions resulting in improved guest satisfaction scores.

Demonstrated meticulous hiring of new staff and training of existing staff, and evaluated employee performance to ensure adherence to hotel policies and established operating procedures. Provided direction with sales and marketing by participating in sales calls and maintaining precise accounting records. Exemplified superior customer service to guests by resolving issues promptly, effectively, and courteously.

Inspired staff as a positive role model by providing clear direction, and kept the team well-informed about property promotions and events or service issues to guarantee guest satisfaction and consistent employee performance.Ensured cleanliness, organization, and safety in hotel common areas including the hotel entrance, valet, lobby, bell desk, and front desk while maintaining essential staffing levels through precise attendance records and personnel files.

Analyzed department sales levels and profitability, and developed budgets with senior management. Recruited, trained, and motivated staff to provide high levels of customer service through the implementation of promotional events and discount schemes. Maintained high standards of quality control, hygiene, health and safety, and prepared daily and weekly reports regarding staff control, food control, and sales.