In this complex role I managed the Front Office of the Hotel Zetta, a glossy SoMa boutique, while supporting two sister Union Square properties, Hotel Zelos and Hotel Zeppelin.A few accomplishments included: vetted staff and hired a new Front Office Supervisor, crafted and implemented over 20 Standard Operating Procedures, instituted monthly informal One on One staff "coffee talks", created and trained associates on the Hotel Zetta Service Culture, moved Trip Advisor rank from 74 to 59.

In this stretch role I supported a portfolio of 12 corporate managed hotels offering assistance, guidance and expertise in operations all while managing my team at Radisson RED. This included training of a new FOM, implementing structure, systems and procedures, interviewing and hiring staff, providing post support and sharing of ideas and information across these hotels. Some task force assignments included: Radisson Blu Downtown Minneapolis, Radisson Hotel Seattle, Radisson Hotel Phoenix, Radisson Hotel Nashville and Radisson Blu Mall of America.

Provided stand-out leadership and guest service in this upscale lifestyle brand with a modern twist. Reinvigorated the Radisson RED Culture to lead a team of Creatives who navigate the guest journey providing a casual, fun and uniquely memorable experience.- Increased guest arrival and departure experience scores YOY. - Implemented Canary Pre Check-In with a slick welcome packet, Zingle (Medallia Concierge) text messaging, Shift 4 payment system, Opera 5.6 PMS Migration.- Created a New Hire Orientation / Training Program and Standard Operating Procedures's for the Lobby Team. - Executed a deep dive report on 2022 guest feedback with recommendations for improvement in the new year.

Manager On Duty for this upper upscale urban property with 360 rooms. Responsible for the Night Audit Team, adhering to Covid protocols and delivering a Satisfaction Guaranteed guest experience. Promoted to Radisson RED. - Hired, trained and developed Auditors to bring the team back to full staff. - Revamped the process of auditing parking receipts with better accuracy and associate accountability. - Exceeded monthly Nor1 goals not only generating bottom line revenue but adding an extra bonus for management.

Working with Marcus Hotels and Resorts in this 212 room urban property, I increased Associate Opinion Scores year over year to 9 points over the Marcus Hospitality benchmark for the Front Office Team.- Moved IHG Problem Handling scores from below target to a full 6 points above the Regional Benchmark.- Built a New Hire Training Program from the ground up for Leaders, Guest Service Agents and Bell Staff.- Co-created a Manager On Duty program and trained leaders. - Manager of the Quarter AwardCertified: IHG Front Office Operations, IHG Revenue Management, Marcus Hospitality Master Trainer.Task Force: The Pfister Hotel, Milwaukee, WI. Doubletree Hotel, El Paso, TX.

Served as the evening Manager On Duty for this 321 room upscale boutique style hotel with an increase in the Trip Advisor rating of three spots in six months. Contributed to the hotels financial objectives through the implementation of IDEAS Revenue Management System combined with monitoring market demand, occupancies and rate opportunities. Developed and mentored a team of Guest Service Agents, PBX Operators, Bell Services and Van Drivers through empowerment with a focus on service that anticipates needs and exceeds expectations.

Recruited, hired, motivated, coached and developed a staff of 45 associates in a high volume core store with $4 million in annual sales.Exceeded budget goals by by 11% while simultaneously turning around GapCard acquisition results from a three quarter deficit to a positive 4% YTD. Increased efficiency and maximized productivity by re-organizing the Cash Wrap area and implementing a Product Knowledge and Resource center.

Specialized in FF&E (Furniture Fixtures & Equipment) procurement for upscale and boutique properties as an agent for client with budgets up to $2.5 million.Coordinated with designers, vendors, shippers and installers on projects for model rooms, public areas and guest room renovations.Created budgets and tender analysis reports while negotiating value engineering opportunities. Facilitated the logistics, warehousing and installation of merchandise.Supervised, trained and mentored Project Assistants.Clients Included: Tudor Hotel, NY; SOMA Grand, SF; Marriott Newport Coast Villas, CA; Marriott Heritage Club, SC; Hotel Teatro, CO and Doubletree Times Square, NY.

Oversaw customer service, order processing, shipping, purchasing, warehousing and inventory for eight hotel catalog / web-store accounts.Purchased and expedited OS&E (Operating Supplies & Equipment) items for multiple hotel properties through a customized online hotel re-order program. Collaborated with the Creative Team for website and print catalog reviews and the IT Department for development, updates and upgrades.Contributed to the growth of this start up company by creating and implementing standards and procedures and for the Customer Service department.Clients included: The James Hotel, Mandarin Oriental, Kimpton Hotels, Shutters On The Beach, Sedona Rouge, St Regis Monarch Beach, Rock Resorts, Hard Rock Hotel & Casino, Borgata Hotel Spa & Casino and W Hotel Dallas.

Sales ManagerNegotiated sales contracts for preferred corporate clients, group business, conventions, tours and meetings. Nurtured positive client relationships while prospecting new ones through research, cold calls and ongoing networking. Conference Services ManagerMeticulously detailed events and orchestrated the execution with department heads and staff to ensure they were flawless from start to finish. Assistant Front Office ManagerManaged the front line guest experience through a unique “100% Satisfaction Guarantee” culture, using empowerment and teamwork, to create excellent customer loyalty that exceeded industry standards. Revamped the Bell Services and Transportation department with a new set of standards, ongoing training and positive reinforcement.