• Acquired an underachieved hotel, increased scores to an average 71% from 60%.• Managed 34 employees to succeed in the hospitality industry.• Create and implement innovative front desk, housekeeping and maintenance process and procedures that will increase IHeart scores and control cost.• Assess and update weekly business forecast for a 30 day and 90 day period and adjust rate positioning hotel immediately in reaction to forecast trends• Compose and submit business cases for RFPs.• Work closely with the Revenue Manager to set rate strategies to increase revenue.• Conduct onsite property potential revenue tours of rooms and meeting rooms• Strong understanding of the STR report: historical data, market report for hotel and comp-set for ADR, Occupancy and REVPAR daily, weekly, quarterly and annually. • Create and control hotel annual budget by continuation of managing Flow and GOP.• Foster a positive team relationship by being hands on manager at all times, being and setting the example.• Process and submit payroll through ADP and cost control of labor.• Assess income Statement monthly and submit variance commentary.• Oversee monthly, quarterly and annual Market Matrix that the DOS compiles.• Manage the daily hotel operations to achieve the planned goals for operational integrity as measured by revenue, house profit, RevPAR index while maintaining company standards in guest and team satisfaction, quality assurance and profit protection. Update all property systems. • Streamline all expenditures by using the declining checkbook and PO system.• Interview, hire, train and coach team members to achieve their best at whatever task they may have in the present and future.• Managed all team members to include coaching, mentoring and disciplinary action.• Conduct daily Preventive Maintenance and Room Inspections to insure the owners assets.• Respond quickly to guest requests in a friendly manner and follow up to ensure guest satisfaction.

Accomplish 2016 GOP 6% above budget. Achieve consecutive QA inspections 84.9 which is outstanding with Hyatt. Above brand average.Ensured maximum revenue and budget achievement through cost containment programs for inventory, managing flow and GOP, and employee management.Create and controlled hotel annual budget.Inventory and order all Food and Beverage that include beer, wine and spirits while maintaining CPOR.Processed and submitted payroll through ADP.Produce monthly and weekly financial reports and forecasts to the corporate office through M3.Manage the daily hotel operations to achieve the planned goals for operational integrity as measured by revenue, house profit, RevPAR index while maintaining company standards in guest and team satisfaction, quality assurance and profit protection. Update all property systems.Interview, hire, train and coach team members in WinPm (PMS), Starbucks and food menu preparation.Managed all team members to include coaching, mentoring and disciplinary action.• Conduct daily Preventive Maintenance and Room Inspections to insure the owners assets.• Respond quickly to guest requests in a friendly manner and follow up to ensure guest satisfaction.• Transitioned team from Win PM to Opera on all aspects of training (Group blocks, reports, check-in, checkout, adjustments, POS.• Transitioned Hyatt new brand breakfast and 24/7 menu to ensure all team members were setup for success and guest satisfaction. In addition to maintaining cost control. • Process chargebacks through MerchantLink.

Provide “Total Customer Service” as manager of 13+ guest service reps, bellman, PBX, reservations manager and security agents. Maintain weekly forecast and competitive reports to maximize revenue. Manage Reservations department; oversee and set rate strategy, revenue maximization, monitor SMERF, corporate groups and LNR business.Reduce guest complaints by coaching team members on proactive customer service and raising standards.Exemplify the second-to-none customer service delivery for which Holiday Inn is nationally renowned in all interactions with guests.Ensure that all guest service agents assists and offer existing guest future reservations and join Priority Club.

Directed 18 employees and managed P&L, sales, inventory, food preparation and cost controls. Maintained high standards in sanitation and safety and complied with regulatory guidelines. Assisted in initial opening preparation for 131 room/suite property, set-up new kitchen according to industry standards. Ordered all the commercial appliances, food and beverage items.Implemented standards for the Food and Beverage department.Maintained proper inventory levels while ensuring minimal spoilage and par levels on all products.Investigated and resolved service/food quality complaints, concerns and achievements.Coached, mentored, hired and fired team members.Selected the right people for the right position.

Coordinated, directed and managed hotel operations to achieve maximum profitability. I ensured guest satisfaction, protected financial aspect of the hotel, levels of maintenance and cleanliness. Facilitate budgets, room and labor forecast for submission to the corporate office. A weekly sales meeting; department head meeting was conducted by me to discuss guest issues and comment cards and rate strategies. Directed all managers: DOS, Engineer and Executive HousekeeperCreated the hotel’s annual budget and monitor the performance throughout the year. Conducted daily room and preventive maintenance inspections to ensure we were in compliance to Hilton standards to receive Outstanding or acceptable Hilton Quality Assurance inspections.Assist in Marketing and Sales blitz. Maximize profit by rate strategizing through RevMax.Processed A/P and Payroll weekly. Controlled cost by controlling departmental spending and labor.Conducted daily property inspections to ensure positive results in Quality Assurance inspections.Lead by example; provided friendly, courteous, service oriented approach to guests that are exhibited by hotel team members. Manages human resources functions of the hotel by controlling turnover, motivating employees, focusing on employee development and retention and conducting regular employee meetings.Allocates funds, authorizes expenditures and assists Area Director in budget planning to maintain a positive flow-through.OnQ Insider: Uploaded Hilton Honors, accessed daily, monthly and quarterly maintenance checklist for preventive maintenance. Access QA Audit report and submitted QA Improvement Action Plan, maintained year to date revenue and forecast reports, access RFP for upcoming year. OnQ Insider is also an information portal for Hilton Brand Standards and checklists.

Manage 30 team members, human resource, payroll, sales, inventory, guest relations, food preparation and cost controls. Exemplify a high level of customer care to increase guest satisfaction. Implemented operational standards through proper hiring, training on OnQ(PMS), coaching and team building to ensure positive guest/employee relations. Increased GSR and won Hotel of the Year award.Maintain the property’s food and dry goods inventory for Evening Social and hot breakfast.Control payroll by proper scheduling of van drivers, guest service agent, breakfast and Social event attendee. Processed and submitted financial reports to the corporate office through M3.OnQ(PMS): Check-in and check-out guest, folio adjustment, transfers, split folios, set-up group masters and rooming lists, process direct bills and post checks. Also accessed night audit operational reports.