- Responsible for smooth processes at the front desk - Marketing Manager; responsible for collecting all data for print materials as well as conception of information material for advertising purposes in collaboration with an external marketing agency- Design, Layout and Production of an internal online newsletter- Social Media Management (Instagram, Facebook)- Coordination of and Responsibility for all on-site and off-site events, including planning all trade show appearances- Assistant Manager for the Hotel Department within the Clinic

- Responsible for occupancy management- Coordination of and Contact for Complaint Management within the Company- Leadership, Motivation and Coaching of employees- Coordination of teamwork between hotel departments and medical departments

Track & monitor performance and ensure accountability for KPI's and CSAT scoresConduct regular QA meetings with each team member to maintain focus on quality standards and targetsHandle front line supervision, manage escalated complaints and coach & develop the team

Handle front-office supervision to ensure first-class customer service at all timesSupport the team by assisting with customer as well as hotel partner issues and making empowered decisions to maintain highest guest satisfactionCoach the team on a daily basis and maintain effective communication within the department

Provide bilingual phone and e-mail support to customers and hotel partners while striving for first-contact resolution Handle customer complaints and booking issues and ensure a flawless guest experienceActively participate in various projects within the department

• Operate Front Office, Guest Services, and Valet department at a 319 room property within budgeted guidelines through effective payroll, purchasing, and expense management• Effectively lead a team of 30 employees, including recruiting, training, supervision, and performance appraisals of all staff members• Monitor guest survey scores and comments proactively as well as interact positively with guests to achieve superior level of customer satisfaction and quality• Participation in Kaizen Event as part of departmental lean program project; introducing procedures to effectively improve efficiency and productivity while sustaining continuous improvement in targeted process

• Control and analyze departmental expenses as well as payroll to ensure spending is within budget; assist with monthly variance reports• Encourage efficient and effective inter-departmental communication in order to promote teamwork within the hotel• Maintain highest guest satisfaction by training and leading Front Office staff, encouraging a “can-do” attitude, and implementing action plans in order to exceed guests’ expectations• Lead weekly WIGs meeting and monthly department meeting to address procedures, projects, and long-term goals• Recruit, hire, train, and retain employees for Front Office department to maintain high level of guest satisfaction and encourage Kimpton Moments