• Answered 40 phone calls per day from guests inside and outside the hotel, engaging in taking reservations, resolving issues with payment, providing concierge service, logging and resolving maintenance and housekeeping items, and explaining hotel policy.• Greeted guests upon arrival, conducted check-ins and check-outs, responded to telephone and in-person requests for information and service, and communicated with all hotel departments and management staff effectively to make sure guest requests and concerns were addressed as promised.• Maintained a professional and polite tone with guests under all circumstances, communicating clearly, firmly, and with confidence.• Entered and maintained guest reservations in hotel property management system, reviewing records for completeness and ensuring database fields were filled out accurately.• Generated daily reports for management review, including room occupancy, room revenues and payments, and daily transactions and used reports to monitor hotel room inventory on third-party travel agent websites and resolve or report to management any rate or availability discrepancies.• Submitted invoices for payment in the amount of tens of thousands of dollars per day to third-party travel agencies with accuracy and promptness.• Provided knowledgeable concierge service related to activities, dining, and events in Seattle and the Puget Sound region, including booking guests on tours, making dinner reservations, and providing reminders of concerts, conventions, conferences in person and on social media.

• Generated daily reports for management review, including room occupancy, food and beverage revenues and payments, room revenues and payments, and daily transactions. • Accurately entered relevant information into prescribed Microsoft Excel bookkeeping tools.• Processed payments and settled credit card charges through batch system. • Accepted telephone guest reservations, ensured third-party internet reservations were entered correctly, and checked guests out of the hotel. • Provided knowledgeable concierge service related to activities inside and outside of Denali National Park, including booking guests on bus, rafting, and flightseeing tours.• Communicated with all hotel departments and management staff effectively to make sure guest requests and concerns were addressed as promised.• Took initiative to develop tour group voucher procedures and Excel spreadsheets to provide a more efficient night audit process.

• Managed two-year project implementing IBM Maximo enterprise asset management system, collaborating with FRC ASE subject matter experts and stakeholders in the following tasks: o Gathered and tracked business process and data tracking requirements from all areas of the enterprise, including supply, inventory, workload, labor reporting, work planning, preventive maintenance, and financial management. o Extracted, corrected, transformed, and formatted 25,000 rows of different types of FRC ASE data and provided to technical team for load into Maximo.o Trained a cross-continent non-technical user community of 120 in all Maximo modules in a hands-on facility. Maintained required training and custom documentation for Maximo modules.o Created and administered all user accounts including user permissions and security groups.• Generated dashboards, metrics, and KPIs to allow for process improvements, particularly in the supply department, which created drastic reduction in administrative lead time for supply requisitions from an average of 39 days to 6 days, an 85% reduction• Presented data in many different formats based on user or management requirements, including lists, charts, graphs, statistical computations, and aggregates• Administered and managed IT helpdesk request/ticketing system with documented success in responding to all tickets in a timely manner; maintained record of all IT assets, including desktop and laptop machines, printers, locations, monetary values, and assigned employees

• Designed, developed, and launched two new PHP-based dynamic web sites for information technology consulting firm, each built over a new MySQL database• Implemented in-house website dynamic content management systems for each website, allowing managers to focus on content rather than coding and reducing lead time in updating clients on company developments• Investigated contemporary standards of usability and accessibility and implemented those standards in all work