• Serve as property PM MOD • Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values. • Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.• Ensure hotel entrance, reception and other public areas are properly maintained regarding cleanliness and appearance. • Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies. • Serve as World of Hyatt Specialist for the property and point of contact for anything related to the Hyatt Loyalty Program.• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.• Respond to all guest correspondence to the property and Hyatt Customer Care escalations.

• Supervise Front Desk Agents to ensure the completion of duties and performance up to brand standards• Assist with the training, coaching and development of new team members• Handle check-ins, check-outs and reservations in a friendly efficient and courteous manner • Receive and prepare food orders and serve food and beverage items to guests in a friendly, professional and timely manner• Make and confirm guest reservations in OPERA, Reserve and Colleague Advantage • Resolve guest complaints and ensure guest satisfaction• Communicate pertinent guest information to designated departments/personnel (i.e., special requests)• Process credit card and cash transactions using MICROS system• Take high balance payments for major accounts• Prepare the End of Month Tax Report for guests who are tax exempt • Prepare the End of Month Food and Alcohol Inventory Report• Place orders for office supplies, food items, alcohol and nonalcoholic beverages

• Manage and maintain the hotel during the overnight shift• Verify revenue from all sources is accurately balanced and follow up on any discrepancies• Verify revenue reports to ensure that the hotel is meeting sales targets; ensure reports are accurate & sending them off to appropriate corporate personnel’s • Train new staff on the End of Day procedures• Ensure the Gallery area is clean, and the coffee is placed by 5am to accommodate the guest for breakfast

• Performed check in, check out and room change procedures• Processed form of payments and made deposit drops at the end of the shift• Resolved customer service issues in a timely manner• Responded to telephone and in-person requests for information