DUAL DIRECTOR OF SERVICES - 04/2019 to PresentThe Courtyard & Residence Inn L.A. LIVE – 393 rooms Direct and lead all housekeeping functions for a 75-member team, including 2 managers. Execute brand strategy by ensuring company promises regarding check-in, service standards, and amenities are maintained. Engage employees by continuously asking for feedback on leadership approach and if additional resources needed to efficiently perform their assignments. Build strategies of productivity based on needs of departments, employees, and customers. •Tailor weekly training sessions to focus on key areas of customer concerns and revamping the customer experience. •Increased linen and terry par from 1.5 to 4 par which upgraded workflow for housekeepers and helped them meet quotas.•Improve employee satisfaction by 8% year over year by applying methodical approach to resolving performance issues. •Rebranded amenities to enhance swimming pool and fitness center experience. •Manage department budget of $4.5M including payroll, guest supplies, linen, and cleaning supplies.•Oversee wages, productivity (POR/PAR), controllable products, and sell out efficiency.•Influence associates to focus on guest satisfaction surveys and connection of room cleanliness/maintenance & upkeep scores to ITR improvement.

Operations leader for housekeeping, gatehouse, engineering, laundry, front office, and all other functions. Held accountable for recruiting to termination, training, development, branding, benefits administration, and culture awareness. ▪Administered all financial duties: accounts receivable/payable, payroll, P&L, forecast, budget and capex.▪Facilitated FCA, BSA, PACE, PSP, connecting financial results with Guest and Associate feedback.▪Provided Strike Force Assistance for the San Francisco market - Courtyard Downtown.▪Maintained all licenses and permits federal, state, county and city required to operate the hotel.▪Utilized customer satisfaction surveys to identify areas of improvement within daily operations.▪Organized all cultural and community activities, CMN, local food bank, serve 360, ESS.▪Assisted GM with overall sales process, liaison with ASL, revenue manager, focus on impacting STAR and segmentation.▪Customer Service Satisfaction focus: Coordinated with key decision makers to provide top notch service to impact ITR, Staff Service, Room Cleanliness, Maintenance and Upkeep.

▪Served as department leader and liaison officer for front office, housekeeping, loss prevention, banquets, events, and sales.▪Delivered exceptional on-brand guest experience while undergoing major swimming pool renovation. ▪Managed labor, productivity, scheduling to meet budgeted guidelines while maximizing workforce. ▪Worked closely with Loss Prevention team to ensure safety and security of all guests with special focus on VIP clients.▪Established internal procedures to outline steps for completing work assignments, handle complaints, and emergencies. ▪Recruited, on-boarded, trained, and managed a team of 31 employees including 2 managers and 4 supervisors.▪Organized large scale events, banquets, and large group arrivals from inception to completion.

▪Sustained daily averages of 90% occupancy, 250 airline rooms, 650-700 ins/out, with an average stay of 1.5 days. ▪Shifted employee satisfaction resulting in 16% improvement: 64% in 2015 to 80% in 2016.▪Created faster check-in times for customers by promoting mobile check-in to help guests avoid waiting. ▪Achieved $20K in rates and upgrade sales in 2 months by training front office on value-added sales techniques. ▪Moved our 2015 brand standard audit score from 78.5% in 2015 to 87.5% in 2016. ▪Improved radio usage to create a 5-point loop with, valet, bellman, AYS, MOD, entire hotel. Help drive A.E and Staff Service.▪Hired and mentored new front office leadership team which included 1 voyager, 6 supervisors and 1 front desk manager.▪Realigned front office team’s room blocking strategy with priority to platinum/gold members, causing a boost in sales.

▪Led and promoted key initiatives: Guestware, Frame it Red, F&B on demand, Red Coat Direct, Meetings Imagined.▪Assisted with cross-functional events, banquets, food & beverage, housekeeping, and loss prevention.▪Supported leadership in moving our hotel guest satisfaction surveys from 14th to finishing 7th in our region.▪2014: Impacted rooms revenue budget increase by 6.9% - which exceeded forecast - by pushing rates.▪Focused on rate integrity and brought Revpar growth of 5.3% and ADR of 2.5% over our competition.▪Mentored hosts to manage gift shop tactically and facilitated a 41% profit margin.

▪Planned and executed five month Great-room renovation project while hosting brilliant events.▪Led & coordinated with all hotel departments to prepare for the annual BSA Audit: 93.2% overall, 100% A.E.▪Reached 100% success rate with Marriott Mobile App training for front office hosts. ▪As Hosting Coach, facilitated and coordinated the successful roll out of the Hosting Brilliantly campaign.▪Recipient of multiple Spirit to Serve awards in 2013; Edge Award Nominee 2nd quarter 2013.

• Improved associate relations and work environment, which resulted in a 32% increase in ESS scores.• Assisted Executive Team in achieving excellent GSS & ESS scores which led to a 91.6% hotel audit. • Implemented Marriot Rewards sign up program and converted enrollment from red to green in 2011.• Assisted in the reduction of meal break violations from 36% to 14%.• Spirit to Serve Award December 2011, Supervisor of the Quarter April 2012.• Implemented “15 minutes of training” for front office associates.• Provided seven area hotels with Task force help in the capacity of MOD.• Supervisor of the Year December 2012.

Process and account for all daily transactions/revenue generated from hotel outlets. Facilitated an excellent guest experience by processing check-ins, check-outs and resolving all issues on first contact.

INSURANCE EXPERIENCE:Farmers Insurance Group - Wallace Insurance Agency 06/04 to 04/2011 Insurance Professional – Owner Job Duties: Run and operate an Insurance Agency which includes sales and service of core Insurance products such as auto, home, life, disability, liability, workers compensation and business insurance. Assist homeowners in managing their risk of potential losses by using insurance products. Actively prospect, implement marketing strategy to meet monthly sales goals. MetLife 08/99 – 02/04. Client Services Consultant - 01/01 to 02/04Job Duties: Manages all aspects of several National Accounts Customer (Institutional Business – 25K lives and more) as they relate to three core lines of business; Life, Dental and Disability. Daily activities include: Account Administration, Contracts, Financial Accounting, Premium Remittance Processing and Underwriting (both new and renewal) also responsible for administering quarterly Board Reporting. Work directly with Underwriter(s) to determine rate increase/decrease/stabilization on existing business by using, premium, claims and census data.Sr. Case Management Specialist - 08/99 to 01/01Job Duties: Lead a team of 12 Case Managers and 2 Claims Specialists as they develop, review, and evaluate new and ongoing Long-Term Disability claims to determine liability, considering contract provisions, medical and vocational evidence. Client base are institutions with 25,000 or more employees. Through supervision, delegation and periodic reviews ensure that team member’s quality of work meets Best Practices, ERISA, Dept of Ins, etc. Manage a caseload of 200 claim files. Honorable Mention:My first Insurance job in 1996 was as a Workers Compensation Medical Only Specialist for Foundation Health. Promoted to Workers Compensation Claims Examiner, managed a caseload of 200 files. Additionally, worked for The Hartford as a Long term & Short-term disability Claims Examiner, responsible for a caseload of 150+ files.