Successfully implemented numerous new clients to the innRoad PMS software. Manage the day to day operations of the Implementation Department, providing leadership and support. Delivering training to new and existing properties on innCenter and GDS platforms. Providing customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid future problems. Worked closely with product management and software engineers to enforce QA processes and policies. Front Line for assessing software application function and reliability, making recommendations for improvements. Regularly took part in QA and Regression Analysis testing.

Oversee and supervise all duties performed by all Front Office employees. Coach, counsel and discipline employees when necessary, using proper documentation and proper techniques. Accountable for the proper training and daily monitoring of all service levels provided by employees to guests and other fellow employees. Ensure proper inventory controls, working with Sales and Reservations to ensure maximum selling potential and house balance. Ensure accuracy of groups, rooming lists, billing, amenities, arrivals, etc. Night auditor when needed to cover sick calls and vacation days.

Directly responsible for the prompt, efficient, and courteous check in and check out of guests, assisting with room reservations and handling of telephone calls, and for meeting many other guest needs during their stay. Responsible for the collection of monies for services rendered during the guest stay and the smooth operation of the front office.

Welcome guests in a friendly, prompt and professional manner. Register guests, issue room keys, provide information on hotel services and room location. Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank. Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction