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Skills

  • Client account management
  • Conflict resolution and mediation
  • MS Office
  • Operational improvement
  • Budgets
  • Cost reduction strategies
  • Recruitment
  • Continuous process improvement
  • Business operations
  • Delegation

Work Experiences

  • Helped with regulatory compliance by supervising all audits to ensure protocol compliance.
  • Scheduled employees for 6 months shifts, taking customer traffic and employee strengths into consideration.
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader.
  • Used process improvement and team leadership to cultivate and strengthen long-term client relationships.
  • Reviewed inventory levels and ordered new merchandise to keep quantities well-stocked every three years.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Presided over weekly meetings with executive leadership to identify areas for improvement, set milestones, and customize products for specific markets.
  • Kept track of 6 employees' daily activities and devised plans to address issues that resulted in initiative.
  • Upheld high leadership standards for employees, consistently leading by example to achieve best-in-class initiative results.
  • Developed systems and procedures to improve operational quality and team efficiency while delivering business strategy.

Summaries

  • Develop strategic business partnerships and relationships.
  • Customer-focused General Manager with 16 years of experience who is committed to expanding quality assurance and vendor management.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.
  • With 18 years of experience planning, leading, and improving cross-functional collaboration functions, I am an enthusiastic leader.
  • Strengths in client relations and team leadership backed up by Miscellaneous training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Composed persona with a strong sense of motivation.
  • Director of Front Office Operations who is meticulous and has 10 years of standard experience.
  • Forward-thinking leader with experience in setting goals, quality standards, and category initiatives, as well as ensuring that objectives are met quickly and efficiently.
  • Director of Front Office Operations is a multi-talented Director of Front Office Operations who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Directed cross-departmental collaboration, reducing guest service gaps and increasing issue resolution rate by 17%.
  • Streamlined front desk operations through continuous training initiatives, reducing onboarding time for new staff by 11 weeks.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented staff recognition program that improved employee engagement by 46% and resulted in higher team morale.
  • Established a guest complaint resolution dashboard, decreasing average resolution time by 19% within two years.
  • Reduced negative reviews by 55% through proactive monitoring of customer feedback across 8 platforms.
  • Negotiated partnership agreements with system to secure better services at reduced cost, saving the company 49%.
  • Collaborated with IT department to digitize guest entry forms, reducing paperwork and processing time by 28%.
  • Developed customer service workflows tailored to high guest volume periods, reducing wait times by 65%.
  • Led efforts in front office disaster recovery planning, ensuring continuity of operations with method.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Luxury Hotel Association of the Northeast
  • Jaycees
  • Toastmasters
  • American Medical Informatics Association
  • Local Hotel Association of Denver
  • Lions Club
  • International Council of Nurses
  • Hotel and Lodging Association of Phoenix
  • Project Management Institute

Certifications

  • Certified Public Accountant (CPA)
  • Project Management Professional (PMP) - Project Management Institute
  • Customer Relationship Management Certification - Ironclad Systems
  • Incident Management for Hospitality Professionals – Beacon Labs
  • Certified Manager of Hotel Operations – Cedar Works
  • Certified Professional in Hospitality Financial Management (CPHFM) – Northwind
  • ServSafe
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute
  • Certified Business Analysis Professional (CBAP)
  • Certified Hotel Concierge – Brightline

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