- Oversaw day-to-day hotel operations, including front office, housekeeping, and guest services to ensure smooth operations and deliver high-quality guest experiences. - Collaborated with Sales & Events + Marketing departments to address client/guest challenges by providing proactive support and solutions to maintain strong relationships in order to understand their needs and goals. - Acted as the point of contact for guest concerns and worked to resolve issues promptly and professionally by establishing strategies to enhance guest satisfaction, monitor guest feedback, and take corrective actions as necessary- Implemented and maintained standard operating procedures (SOPs) to streamline operations and enhance service consistency with quality and brand reputation in mind. - Monitored and managed room inventory to optimize revenue and occupancy rates. - Managed regular staff meetings to communicate updates, goals, and expectations to create a positive work environment and encourage teamwork and collaboration among staff.- Conduct regular inspections to ensure the cleanliness, maintenance, and overall quality of the hotel facilities.

- Successfully handled the check-in/check-out process for an average of 350+ guests per day while maintaining high satisfaction ratings—Review VIP reservations, special amenities, and group resumes for incoming and in-house guests to communicate with other departments to ensure proper handling of guests, clients, and their accommodations. - Oversee daily operations for a staff of 50+ in different departments to ensure compliance with company policies and procedures while increasing guest loyalty in addition to maintaining high standards of customer service for a luxury experience.- Productively reviewed and responded to guest complaints/feedback on extranet & Revinate while maintaining the highest level of hospitality, professionalism, and respect to accommodating requests whenever possible—Liaise feedback to respective departments to implement new measures to improve guest satisfaction. - Utilized strong verbal and written communication skills to coach, mentor, and motivate associates by creating and implementing new departmental policies and procedures to ensure excellent customer service and a safe working environment for all.  - Administered and established contactless check-in using CanaryTechnologies and ALICE as an efficient way to communicate with guests and increase productivity between departments.

- Reopened hotel to full-service post-Covid-19 stay-at-home orders while ensuring the safety of all guests and employees.- Provided flexible coverage as Manager-On-Duty for morning, evening & overnight shifts while assisting other departments as needed. -Trained Front Desk Agents HMS Infor PMS System and ALICE-Go Concierge in addition to implementing guidelines, policies, and Standard Operating Procedures for the Front Office Team. - Maximized rates and profitability while simultaneously increasing ADR and occupancy. - Confirmed personal and payment information on guest accounts to be accurate and complete—Verified charges are correct and posted to the corresponding guest folio. - Supervise the operations of the front desk to ensure an optimal level of service, professionalism, and hospitality is provided to the guests thus increasing hotel ratings from 3-stars to 4-stars.

- Reopened hotel to full-service post-Covid-19 stay-at-home orders while ensuring the safety of all guests and employees.- Provided flexible coverage as Manager-On-Duty for morning, evening & overnight shifts while assisting other departments as needed. - Maximized rates and profitability while simultaneously increasing ADR and occupancy. - Confirmed personal and payment information on guest accounts to be accurate and complete—Verified charges are correct and posted to the corresponding guest folio. - Supervise the operations of the front desk to ensure an optimal level of service, professionalism, and hospitality is provided to the guests thus increasing hotel ratings from 4-stars to 5-stars.

- Welcomed guests to the hotel in a courteous manner and provided personalized service to all guests for a memorable stay. - Performed all check-in and check-out tasks in addition to presenting hotel information and amenities.- Efficiently upgraded guests to enhance their experience while contributing additional profitable revenue which exceeded yearly company goals. - Collaborated with department managers to address guest concerns in a timely manner.