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Skills

  • Positive guest experience cultivation
  • Lean operations management
  • Hotel Opening/Closing Procedures
  • Real-time Data Analytics for Operations
  • Staff Scheduling and Resource Allocation
  • Cross-departmental collaboration
  • Conflict resolution and problem-solving
  • Operational cost reduction
  • Hotel Management Software Proficiency (e.g., Asana)
  • Performance metrics design and implementation

Work Experiences

  • Directed special event logistics.
  • Directed daily front operation functions for 7 hotels ensuring seamless service flow and enhancing guest satisfaction by 54%.
  • Achieved a 61% reduction in overtime labor costs.
  • Contributed an additional $9 per month in revenue.
  • Designed continuous professional development workshops.
  • Collaborated with IT to develop a real-time reporting dashboard, improving insight into daily front office activities and response times.
  • Public relations and corporate representation are two of my specialties.
  • Directed opening and closing procedures for high-volume seasons.
  • Designed a front desk workforce optimization model.
  • Assessed guest feedback trends.

Summaries

  • Boosted guest satisfaction metrics by 63%.
  • Adaptable leader, skilled in cross-department collaboration and customer relationship management. Successfully implemented a targeted guest retention program with marketing, resulting in a 64% boost in repeat visits.
  • Chief of Front Office Operations committed to improving guest experience and operational efficiency. Directed the redesign of front desk layout, increasing capacity by 51% during peak seasons.
  • Driven professional with a history of coordinating front office teams.
  • Achieved results during key seasons in 2020.
  • Drove operational cost savings of $2.
  • Designed comprehensive career development workshops.
  • Detail-oriented Hospitality professional.
  • Driven professional with a history of successfully coordinating front office teams across 8 locations. Reduced overtime labor costs by 34% through strategic scheduling and resource allocation.
  • Collaborated with IT to introduce a real-time reporting system.

Accomplishments

  • Enhanced staff performance through targeted hiring practices and ongoing performance reviews, boosting team productivity by 26% while maintaining operational excellence.
  • Led staff optimization project that cut operational expenses by $18 while maintaining high service standards.
  • Directed front office budget planning resulting in long-term cost savings of $18 through resource reallocation and improved vendor negotiations.
  • Increased audit score performance across all front office functions by 18% by ensuring compliance with hospitality standards like method.
  • Monitored and managed customer loyalty program performance, resulting in a 41% increase in repeat business across all properties.
  • Drove a 30% increase in guest loyalty through personalized service initiatives such as initiative, improving overall guest retention and positive reviews.
  • Collaborated with housekeeping and maintenance teams to improve room readiness rates, reducing guest complaints by 72% and raising room turnover efficiency.
  • Introduced new guest service protocols that reduced complaint resolution time to within 8 hours, improving guest satisfaction by 42%.
  • Enhanced overall guest experience by initiating SAP implementations leading to a 29% increase in positive service feedback.
  • Reduced guest complaint escalation to senior management by 26% after implementing strategically designed conflict resolution processes.

Affiliations

  • Member, Society of Hospitality and Event Professionals (SHEP)
  • Member, International Association of Hospitality Front Office Professionals (IAHFO)
  • Member, Global Business Travel Association (GBTA)
  • Board Member, The Luxury Hospitality Guild (TLHG) 2019
  • Member, Hospitality Financial and Technology Professionals (HFTP)
  • Certified in Hotel Industry Analytics (CHIA), STR Certification
  • Participant, Hospitality Team Leadership & Management Workshop 2018
  • Co-founder, Front Office Operations Best Practices Group Denver
  • Certified Revenue Management Executive (CRME) from HSMAI
  • Member, National Front Office Managers Association (N-FOMA)

Certifications

  • Customer Service Certification for the Hospitality Industry by method
  • Certified Hotel Administrator (CHA) by Northwind
  • Certified Hospitality Department Trainer (CHDT) from the American Hotel & Lodging Educational Institute (AHLEI)
  • Pricing and Revenue Optimization Certification in Hospitality by category
  • Project Management in Hospitality (PMPH) Certificate by category
  • Front Office Management Certification by Vantage
  • Advanced Operations Management in Hospitality Certification by method
  • Hospitality Supervisor Certification by the National Restaurant Association (NRA)
  • Hospitality and Tourism Management Professional Certificate from initiative
  • Certified Hospitality Sales Professional (CHSP) by Meridian

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