• Managed / supervised six departments (front office & drivers, food & beverage, housekeeping & engineering, sales & marketing, accounting, and human resources), ~15 managers and directors, and ~130 employees • Hotel has 359 rooms and 19,000 square feet of meeting space• Scheduled staff and workload for room attendants and laundry team; established standard operation procedures (SOPs) to ensure smooth operation of housekeeping• Established cash handling procedures / policies, and… Show more • Managed / supervised six departments (front office & drivers, food & beverage, housekeeping & engineering, sales & marketing, accounting, and human resources), ~15 managers and directors, and ~130 employees • Hotel has 359 rooms and 19,000 square feet of meeting space• Scheduled staff and workload for room attendants and laundry team; established standard operation procedures (SOPs) to ensure smooth operation of housekeeping• Established cash handling procedures / policies, and ensured proper accounting methods (GAAP), for front desk, food and beverage, and sales and marketing teams• Performed human resources (HR) tasking, including recruiting, interviewing, onboarding, disciplinary actions, and performance appraisals• Chaired weekly department managers’ meeting to review business and discuss upcoming events, goals achieved, and areas for improvement; attended weekly executive committee meeting for sensitive issues discussions and long-term property / asset planning• Retrained front office manager, front-office supervisors (3), and front-desk agents (15) on proper preparation for guest arrivals, including ‘Elite,’ ‘Platinum,’ and ‘Titanium’ level guests with special accommodations using check lists; established unique pre-arrival SOPs for each shift for accounting, housekeeping, and engineering functions related to special-level guests; resulting in reduction of workload and accounting issues by >50% and improvement of guest satisfaction scores by >10 points (baseline of 45% up to 55% during tenure)• Implemented target-client protocol; hired / initiated a designated, room-inventory controller to service and manage flight-crew rooms (~30% of rooms regularly booked, with check-ins / check-outs varying over 24-hour period), with oversight to scheduling, booking, and room assignments and direct supervision of specialized protocol for check-ins in non-standard time frames, improved room locations for quietness and privacy, and a reduction in service issues Show less

• Directed operations at front desk for a ~351-room, full-service hotel with a 150-seat restaurant (breakfast, lunch, and dinner) with 20,000 SF of meeting/convention space (23 meeting rooms, 6,200 SF ballroom), pool and exercise room• Liaised, coordinated, and provided subject matter expert (SME) practices with accounting to update reporting and deliverables in night-audit process; collaborated with management team and auditors to revise and streamline night audit process resulting in a… Show more • Directed operations at front desk for a ~351-room, full-service hotel with a 150-seat restaurant (breakfast, lunch, and dinner) with 20,000 SF of meeting/convention space (23 meeting rooms, 6,200 SF ballroom), pool and exercise room• Liaised, coordinated, and provided subject matter expert (SME) practices with accounting to update reporting and deliverables in night-audit process; collaborated with management team and auditors to revise and streamline night audit process resulting in a reduction of accounting errors by 30%.• Collaborated with front office team of 20 front-desk agents, a front-desk manager and two front-desk supervisors, to revise and update daily checklists (SOPs) to improve process flow guest check-ins. Clarified roles and departmental responsibilities and improved cross-departmental communication (via end-of-shift email communication to department heads for pertinent guest-related information).• Assisted Front Office team by implementing call logs for ‘to-do’ list queues for satisfying guest requests. • Provided SME advice / counsel to superiors on scheduling, workload distribution, room rate recommendations, cross-department process improvements, and internal or guest communications; formally trained subordinates in guest relations / customer service; coordinated with restaurant managers on guest concerns Show less

• Managed operations for Front Office, housekeeping, engineering, and food and beverage departments; advised sales and marketing, human resources, and finance departments• Identical job duties as Sheraton Detroit, managing operations of a 388-room, full-service hotel with 19,000 SF of meeting space, 21 meeting rooms, and one restaurant (breakfast, lunch, dinner, and room service), indoor pool and fitness center• Participated / provided SME advice in weekly Executive Committee meeting… Show more • Managed operations for Front Office, housekeeping, engineering, and food and beverage departments; advised sales and marketing, human resources, and finance departments• Identical job duties as Sheraton Detroit, managing operations of a 388-room, full-service hotel with 19,000 SF of meeting space, 21 meeting rooms, and one restaurant (breakfast, lunch, dinner, and room service), indoor pool and fitness center• Participated / provided SME advice in weekly Executive Committee meeting between General Manager, Director of Sales, Assistant General Manager / Director of Operations, Revenue Manager, and franchise’s Revenue Manager to plan, discuss, and set objectives and goals for business development and maximizing occupancy and/or revenues. Discussed Smith Travel Research statistics (via industry aggregated data), reported weekly for comparison data points in STAR report, resulting in Average Daily Rate (ADR), Occupancy percentage, (Occ rate), and RevPAR which is a combination of the two (ADR x Occupancy); SME advice resulted in RevPar increase and improvements of index rating of >120% based on advocacy for changes to rates based on market conditions, weather forecasts, and competition • Converted legacy software system (Starwood LightSpeed) to global Marriott LightSpeed with zero operational issues and zero impact to users guests (conversion mandated via purchase agreement for Starwood Hotels and Resorts by Marriott International)• Implemented and facilitated weekly Managers’ meetings to improve communication hotel-wide for forecasting Published a Daily Brief to communicate three-day snapshots of activities, occupancy forecasts and rates, as well as employee-related events (birthdays, anniversaries) • Mentored and coached other department heads in processes, budgeting, forecasting, P&L review, purchasing. Coached chef and assistant in accounting processes, as well as created reference chart to reduce labor and accounting errors. Show less

• Directed / managed operations of a 126-room hotel with pool, ~3,000 square feet of meeting space, and a lobby-based breakfast-dining area, pool, and exercise room.• Managed Accounts Receivables (A/R), Accounts Payable (A/P), human resources (HR) activities, and strategic planning, with P&L responsibilities. (Revenues of ~$300K monthly ~$4M annually)• Reported P&L budget, revenues, expense variances monthly with teleconference call to Assistant General Manager, corporate VP of finance,… Show more • Directed / managed operations of a 126-room hotel with pool, ~3,000 square feet of meeting space, and a lobby-based breakfast-dining area, pool, and exercise room.• Managed Accounts Receivables (A/R), Accounts Payable (A/P), human resources (HR) activities, and strategic planning, with P&L responsibilities. (Revenues of ~$300K monthly ~$4M annually)• Reported P&L budget, revenues, expense variances monthly with teleconference call to Assistant General Manager, corporate VP of finance, and corporate VP and President of operations. Spearheaded clean-up of accounts receivables (upon hire), reducing 90-day AP’s and 120-day AR’s to less than 30 days within two months. Trained department managers on protocol / processes to improve future AR processing; mentored and trained subordinates on best-practices for purchasing, ordering, staffing, and processing invoices• Directly managed five department managers including an Assistant General Manager, a Director of Sales, an Executive Housekeeper, a Chief Engineer, and a Front Office Manager; indirectly supervised ~50 hourly associates • Performed business development via strategic planning and liaison with sales team to identify and help close new business for the hotel; coordinated negotiation of contracts by setting rates and authorizing room block sized for groups• Performed human resources tasking, including: recruiting, interviewing, onboarding, job training, and disciple;inary processes for 1-3 new hires per month (as a result of reduced turnover). Show less

Responsible for all aspects of the Front Office and Housekeeping departments in the hotel including budgeting, forecasting, purchasing, scheduling, and quality assurance.

Work primarily with sports teams traveling to the area. Successfully negotiating contracts with the NCAA, ACC, ODAC, Big South, and Division one, two and three Football, Softball, Lacrosse, Soccer, Tennis and Basketball teams and tournaments. Consistently exceeding targets for Rooms production, revenue, and ADR while helping teams achieve their budgetary, banquet, service and accommodation goals. Also work with multiple smaller travel softball, baseball, basketball, soccer and volleyball teams… Show more Work primarily with sports teams traveling to the area. Successfully negotiating contracts with the NCAA, ACC, ODAC, Big South, and Division one, two and three Football, Softball, Lacrosse, Soccer, Tennis and Basketball teams and tournaments. Consistently exceeding targets for Rooms production, revenue, and ADR while helping teams achieve their budgetary, banquet, service and accommodation goals. Also work with multiple smaller travel softball, baseball, basketball, soccer and volleyball teams from around the country to secure rooms for tournaments they are attending in the area. Show less

• Assisted in the management of all aspects of the resort including Front Desk, PBX, Reservations, Revenue Management, Food and Beverage, Sales, Marketing, Maintenance and a variety of other responsibilities.• Managed all hiring and training for the Front Office• Produced forecasts, managed all aspects of revenue management• Completely replaced aging Mitel telephone system to improve efficiency in call accounting, improve labor, and improve reporting• Upgraded PAR… Show more • Assisted in the management of all aspects of the resort including Front Desk, PBX, Reservations, Revenue Management, Food and Beverage, Sales, Marketing, Maintenance and a variety of other responsibilities.• Managed all hiring and training for the Front Office• Produced forecasts, managed all aspects of revenue management• Completely replaced aging Mitel telephone system to improve efficiency in call accounting, improve labor, and improve reporting• Upgraded PAR Springer-Miller property management system to bring it into PCI DSS compliance, improve efficiency, and allow for better GDS, OTA management• Installed integrated online booking system for PMS to improve efficiency, improve capture of reservations, and reduce labor costs resulting in increased bookings and lower cost per reservation Show less

Supervised the forecasting of call volumes and scheduling for a 350 seat call center

Managed all aspects of the Front Office including Reservations, Front Desk, Bell Staff, and Transportation for a 400 room AAA Four Diamond, Mobile Four Star, Preferred Hotels and Resorts luxury golf and spa resort.