• Achieved above 105% of 2021 retention target• Achieved 125% up to date for 2022 retention target.• Worked with existing customers to increase purchases of products and services• Taught consultative selling techniques to new and existing staff members to build expertise• Researched industry and marketplace trends to develop marketing solutions and enhance business operations• Performed client research and identified opportunities for account growth, account penetration and market expansion• Completed and submitted monthly and yearly reports to support executive decision making• Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit

➢ Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition. ➢ Monitor Front Office and particularly Guest Services personnel, to ensure known repeat guests and other VIPs receive special attention and recognition ➢ Maintains an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information ➢ Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier's desk and, on a random basis, VIP rooms prior to arrival ➢ Meet & Greet VIPs, escort and familiarize them with their room and hotel facilities/services whenever required ➢ Approve upgrades and special amenities in absence of manager ➢ Control the availability of rooms, rooms types, accuracy of room count and rate categories ➢ Maximize occupancy, revenue and average rate while maintaining high service standards ➢ Liaise with Housekeeping Department to ensure room image is maintained and rooms are ready on arrival ➢ Informs other operating departments, not limited to Housekeeping of all Front Office matters that concern them ➢ Turn away guests if occupancies deem it necessary ensuring no good-will is lost ➢ Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy ➢ Analysis and approves discounts and rebates ➢ High presence in the lobby to assist guests and team members where necessary ➢ Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met

March 2013 - April 2013 Pre-Opening, Main Task setting night shift operations