Responsible for education and training of staff to meet and exceed customer expectations. Administer, monitor and respond to surveys regarding service work and new installs. Oversee the service department insuring proper customer care protocol being upheld and all customer needs a met expeditiously. Update and secure current list of customer contact information. Document and analyze productivity of service team. Suggest and implement stronger customer related procedures.

Working with area businesses to assist in organization, customer service, and sales needs. Build and implement strategies to help small and medium size businesses refocus. Add direction and structure for short and long term projects.

193 unit apartment complex with $6M annual budget, 225 tenants with 4,000 square feet of program space plus full dietary service. •Created, implemented and controlled $6M annual budget.•Focused to develop, implement and exceed financial, strategic and operational goals.•Sustained 100% occupancy for 16 consecutive years.•Increased customer satisfaction from below 70% to 98%.•Spearheaded an initiative to centralize purchasing for common campus services and supplies.•Interfaced with Board committee to report plans of action and special projects.•Led all special projects and capital improvement planning.•Oversight for compliance standards for HUD, OSHA, HACCP and ODH.•Conducted and followed up on accountability for all Quality Assurance programs.•Controlled and contracted for leased space.•Developed and implemented best practice programs including concierge service, alternative therapy center, limousine service and fine dining.•Reduced employee turnover by 50% through cross training programs, incentive programs and team approach to addressing issues. •Fostered relationships with tenants and their families to develop referral networks and lasting relationships in support of future endowments and capital funding. •Developed and implemented ongoing continuous improvement plan for 7 operational departments encompassing a staff of over 60.

Held leadership position in these area hotels. All hotels were under the same management company. I was elected to take on increasing responsibilities with each advancement. Revenue, occupancy and additional challenges came with each promotion. Responsible for overall hotel operations of up to 210 rooms including: financial health, sales and marketing, customer satisfaction, employee relations, maintenance and food and beverage operations •Inspired and directed a “customer first” attitude among staff.•Instituted summer kids camp program.•Led business competition in average daily room rate. •Facilitated the sale and closure proceedings of the Days Hotel. •Superior financial controls with excellent audits.•Increased Operating Profits by 30%.•Attained 80% annual occupancy rate by targeting summer leisure travelers and year-round corporate sales market through concentrated sales efforts. •Enhanced revenues by utilizing innovative market strategies such as long-term-stay marketing and ballroom concerts.Directed and expanded leased space opportunities.