Led the management of travel distribution channels to maximize room revenue across six boutique properties on California’s Central Coast. Developed comprehensive annual budgets and forecasting models for brand, GDS, and corporate consortia channels to drive strategic growth. Regularly reported data and implemented strategies to senior leadership through weekly and monthly reviews, ensuring alignment with organizational objectives. Collaborated closely with property General Managers and teams to review and adapt 30-60-90-day strategies, optimizing performance and fostering revenue growth.

Managed revenue for a 124-room boutique property in California’s Central Coast (Marriot Brand), overseeing strategic collaboration with corporate and on-property executive teams to drive room revenue. Implemented initiatives to enhance occupancy and revenue goals, including the addition of food & beverage services. Analyzed annual data to formulate room revenue budgets for the upcoming year and compiled daily/weekly forecasts and statistical reports for Executive Leadership using RevMax. Fostered and maintained strong relationships with partners crucial to achieving occupancy goals, while also collaborating with community companies to enrich guest experiences and offerings.

Collaborated closely with the General Manager to oversee operations at a 124-room Marriott boutique property, emphasizing the management of a strong loyalty program for members. Coordinated daily hotel activities, including occupancy, food & beverage, and event business, while guiding Front Office, Housekeeping, and Engineering teams to consistently achieve guest service scores of 92% or higher through comprehensive training and upkeep. Led and mentored Executive Housekeeper, Engineering Manager, and respective teams to meet budgetary objectives, driving operational efficiency and reaching revenue targets. Spearheaded the implementation of incentive programs resulting in a notable 4% improvement in service quality within a year.

Worked closely with the Director of Revenue Management to optimize Property Management Systems (PMS) and Revenue Management Systems (RMS) settings, strategically maximizing room inventory pricing and ancillary revenue through tailored packaging, discounts, and specialty rates, effectively meeting budgeted revenue goals. Produced daily and weekly forecasts and statistical reports for executive leadership to align labor with anticipated business levels, while also contributing to the annual room budget preplanning process. Oversaw relationships with third-party vendors in OTA, CRS, and CRM market segments, ensuring effective collaboration and performance. Coordinated routine upgrades to property and revenue management systems, enhancing inventory reporting, pricing strategy, and user experience. Managed group reservation coordinators, overseeing the execution and monitoring of room blocks to ensure contract compliance and accurate inventory management for leisure sales.

Played a pivotal role as a member of the Monarch Beach Resort transition team during an ownership exchange, spearheading a comprehensive overhaul of revenue management and property management systems. Led the implementation of ResortSuite installation and training across revenue-generating departments including Reservations, Pool Recreation, Golf, Concierge, and Accounting. Contributed to the preplanning, development, and configuration of the resort’s property management and channel management systems, aligning with strategic objectives. Provided on-site support for reservations, concierge, and front office teams pre- and post-transition, ensuring a smooth operational transition and continuity of service excellence.

Effectively manage the daily operations of a spa & salon, overseeing a team of 32 members and consistently meeting annual revenue expectations of $1.7M with 3% year-over-year growth. Conduct daily reviews of guest satisfaction scores, analyzing surveys to recognize associate achievements, address guest concerns, and identify opportunities for service improvement. Lead recruitment, performance evaluation, and development initiatives for associates, ensuring compliance with all guidelines and protocols mandated by the State of California for Spa and Salon operations. Proactively train spa, reservations, and guest experience teams to enhance treatment and service capture rates, offering ongoing education to providers to expand their skill sets. Implement incentive programs to drive treatment capture and retail sales across various departments, while also managing backbar utilization to optimize inventory levels and protect profitability. Collaborate with the Director of Spa and Marketing to refresh menu collateral and website content, working closely with vendors to introduce dynamic seasonal and spa menu offerings.

Lead a 42-member Front Office Team encompassing Front Desk, Resort Operators, Valet, and Bell Teams at a prestigious 444-room, four-diamond resort, dedicated to surpassing guest expectations throughout their stay. Manage all facets of budgeting, forecasting, strategic planning, and department expenses, while spearheading the development of up-sell programs to boost room revenue and on-property ancillary spend across all outlets. Ensure the efficient and accurate processing of guest data and management reporting while upholding stringent security standards. Implement standardized operating procedures aligned with the brand's mission and standards, swiftly identifying and resolving potential guest issues to foster satisfaction and encourage loyalty. Drive recruitment and hiring efforts through talent-based interviews and foster associates' growth through ongoing training and development initiatives. Foster departmental engagement through regular quarterly and monthly divisional team meetings, fostering a cohesive and motivated team environment.

Oversee a reservation call center comprising 15 associates, tasked with capturing 60% leisure business and managing contracted group room blocks for a 444-room resort. Motivate the team to surpass sales targets through meticulous conversion tracking and acknowledgment of achievements. Conduct quality assurance checks on reservation calls to ensure compliance with Aspire® sales conversion system standards and goals. Enhance guest service levels by implementing ongoing training and development initiatives, resulting in a 5% room conversion increase and a 4.5% overall ancillary sales growth year over year. Maintain and optimize brand, OTA, and third-party partners' booking engines to ensure rate parity and alignment with special offers and packages. Analyze market segmentation and devise packages to drive room revenue. Collaborate with internal departments to uphold quality assurance standards for daily front-of-house operations, ensuring seamless guest experiences.

Provided interim management support for The Spa at La Costa, overseeing operations generating approximately $6M in annual revenue during the peak summer season. Directed daily operations for a team of 70 staff members, including management, therapists, technicians, and line associates. Actively coached and motivated the spa team to enhance guest service levels, resulting in consistently high satisfaction scores. Monitored product and inventory levels to ensure efficient service delivery and revenue generation. Provided support for spa group sales, particularly for weddings and special events, contributing to overall revenue growth and guest satisfaction.

Oversee the operations of a reservations call center for a prestigious 310-room four-diamond property, ensuring seamless guest booking experiences. Spearhead the establishment and enforcement of standard operating procedures for a newly implemented on-property call center. Develop and implement comprehensive onboard training manuals for reservations agents and front office team members to uphold service excellence. Manage shift schedules aligned with budget expectations, conduct performance evaluations, and facilitate coaching and counseling sessions to optimize team performance. Input call volume and projected room revenue into forecasting systems for accurate planning. Efficiently handle and convert calls to secure room, dining, spa, and salon reservations, contributing to the property's overall revenue and guest satisfaction goals.