• Assign, coordinate, and supervise work activities of Guest Experience Agents.• Assist in training, mentoring, and developing Guest Experience Agents. Prepare staffing schedules, complete payroll, and monitor labor costs by review daily schedule vs. occupancy and daily operational demands.• Communicating effectively to staff using tools such as; pre-shift briefings, orientation, activities, short take training, and developmental reviews• Take personal responsibility for correcting Guest’s service problems and creating memorable experiences for our guests.• Effective use of interdepartmental communication system• Monitor trends in bookings, guest satisfaction, and other areas.• Understand and implement company and department procedures, policies, systems, and payroll and inventory management.• Oversee all areas of hotel management in the absence of more senior management.

Manage the allocation of work assignments to Room Attendants and Porters to ensure complete coverageMentor, oversee, and manage a staff of 50+ employees, including front desk, engineering, housekeeping, and bell-staffInform the Director of Houskeeping regularly on performance of each staff memberAssit in monitoring and controlling hosekeeping procedures, including lost property, key and pager control, security and emergency proceduresOversee implementation of deep cleaning and replacement of damaged goodsEnsure adequate linen, cleaning materials, and guest supplies are held on each floor Check that all storage areas are kept clean, safe, and within local fire safety and health codesFulfill guest requests, inquiries, and grievances with immediate action and thorough follow up

Led a staff of 25+ employees during the daily operations of the property, spanning across all departments, including guest services, housekeeping, engineering, security, and food & beverage servicesConstantly monitored staff performance in all phases of service and job functionsEnsured that all procedures are carried out to departmental standardsAddressed and resolved all customer grievances in an efficient, timely, and cost-effective mannerLead daily operations of business Reported directly to General Manager

Perform check in/out procedures, post charges to guest rooms, verify payments at the end of each shiftBalance and reconcile daily room revenue, food and beverage revenue, concierge, guest accounts, and cahiers reports Offer discretion and confidentiality with special attention to accommodations and request of high-profile clientelePerform front and back of house duties to fulfill guest expectations, billing, wake-up calls, and concierge requestsClose daily accounts and prepared revenue reports for all departmentsCreated daily rally/pre-shift for following business day