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Skills

  • Relationship development
  • Team management
  • Recruitment
  • Continuous process improvement
  • Standard equipment
  • Project management
  • Business operations
  • Problem resolution
  • Budgets
  • Conflict resolution and mediation

Work Experiences

  • Successfully managed purchasing, sales, marketing, and customer account operations.
  • Was in charge of global product development and partner relationships, which allowed the company to expand its footprint into new markets.
  • Dealt with difficult customers and clients in order to help lower-level employees and provide excellent customer service.
  • Trained, coached and mentored staff to support smooth adoption of new metric program.
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.
  • Kept track of 6 employees' daily activities and devised plans to address issues that resulted in initiative.
  • Enhanced and redefined organizational structure to maintain the company's competitive edge across territories.
  • Implemented employee engagement, gender diversity, and cultural programs, as well as a robust reporting tool to improve operational quality.
  • Organized the past year leadership workshops to teach team members about productivity best practices.
  • Increased productivity by 10% while lowering staffing and operational costs.

Summaries

  • A results-oriented planner who excels at forming and retaining high-performing teams.
  • Offering quality assurance and budget management, meticulous leader and strategic planner with broad managerial acumen.
  • Develop strategic business partnerships and relationships.
  • Costs were consistently reduced while profits were increased.
  • Strong motivation combined with outstanding interpersonal, communication, and team-building abilities.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Director of Front Office Operations with 8 years of successful quality assurance and stakeholder engagement experience.
  • In developing policies, managing standard activities, and taking automated, be strategic.
  • Dedicated to providing excellent metric services and efficient conflict resolution.
  • Forward-thinking leader with experience in setting goals, quality standards, and category initiatives, as well as ensuring that objectives are met quickly and efficiently.

Accomplishments

  • Reduced guest no-show rates by 68% through enhanced communication and reminder strategies prior to arrival.
  • Introduced continuous process improvement initiatives that improved customer service response time by 78%.
  • Collaborated with IT department to digitize guest entry forms, reducing paperwork and processing time by 28%.
  • Enhanced digital feedback loops and reduced customer response time by 12 hours, improving guest satisfaction ratings by 48%.
  • Led efforts in front office disaster recovery planning, ensuring continuity of operations with method.
  • Developed monthly performance metrics dashboard to track front office KPIs, resulting in faster identification of areas needing improvement.
  • Increased loyalty program sign-ups by 45%, contributing to higher guest retention and repeat visits.
  • Developed customer service workflows tailored to high guest volume periods, reducing wait times by 65%.
  • Championed a new check-in procedure leading to a 84% increase in front office efficiency and guest satisfaction.
  • Reduced staff turnover by 24% through enhanced onboarding and proactive recognition programs.

Affiliations

  • Institute of Hospitality (IH)
  • North American Society for Hotel Management Educators
  • Association of Information Technology Professionals
  • European Hotel Managers Association (EHMA)
  • American Marketing Association
  • Jaycees
  • Society for Human Resource Management (SHRM) – Hospitality Section
  • National Association of Social Workers
  • Travel Industry Association of America (TIA)
  • International Association of Administrative Professionals

Certifications

  • Cross-Cultural Communication in Hospitality Certificate – Brightline
  • Project Management Professional (PMP) - Project Management Institute
  • Certified Rooms Division Executive (CRDE) – system
  • Managing Front Office Operations – American Hotel & Lodging Educational Institute
  • Revenue Management & Data Analytics – Meridian
  • First Aid/CPR Certified
  • Crisis Management & Business Continuity Certification – Vantage
  • Certified Manager of Hotel Operations – Cedar Works
  • Certified Hospitality Revenue Manager (CHRM) – Lakeside Partners
  • Certified Public Accountant

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