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Skills

  • Revenue management
  • Digital marketing campaigns
  • Process improvement
  • Cross-departmental collaboration
  • Recruitment
  • First Aid/CPR
  • Operational improvement
  • Budgeting
  • Program equipment
  • Guest complaint resolution

Work Experiences

  • Conceptualized employee wellness programs.
  • Contributed to a 3x increase in guest inquiries.
  • Conceptualized and initiated employee wellness programs, leading to a 29% improvement in employee retention.
  • Inspired employees to work at their highest levels of efficiency and quality.
  • Achieved a 47% improvement in employee retention.
  • Collaborated cross-functionally with the kitchen and front-desk departments to streamline operations, delivering a 37% faster turnaround time in guest check-in and meal preparation.
  • Created a cost-effective menu.
  • Was in charge of overseeing food preparation and ensuring that safety protocols were followed.
  • Checked prices and placed orders for food, kitchen appliances, and supplies.
  • Achieved Excellence Award recognition in 2024.

Summaries

  • Achieved high ratings.
  • Director of Hospitality is a dynamic Director of Hospitality with 4 years of experience in providing high-quality food services.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Customer experience is known to be enhanced by this dynamic presence.
  • Achieved service excellence.
  • Adept at managing multi-million-dollar budgets.
  • Director of Hospitality with a track record of cutting costs, increasing productivity, and improving customer satisfaction.
  • Using basic Portuguese skills, build relationships with patrons and employees.
  • Strengths in process improvement and quality assurance backed up by Miscellaneous training.
  • Quick problem solver who can come up with quick and effective solutions to a wide range of problems.

Accomplishments

  • Optimized night audit procedures, reducing cash flow discrepancies by 55% and enhancing reporting accuracy across 7 properties.
  • Enhanced banqueting services through refined operational protocols, leading to a 51% increase in customer feedback scores.
  • Leveraged data analytics to optimize staffing schedules based on forecasted hotel occupancy, resulting in labor cost reductions of $18 annually.
  • Led the review and enhancement of property safety protocols, resulting in a 38% reduction in workplace incidents and improving team safety across 8 locations.
  • Led cross-functional teams to deliver exceptional guest experiences, consistently achieving a guest satisfaction score of 42% or higher.
  • Achieved a 29% increase in customer satisfaction scores through staff development programs focused on customer engagement and personalized service.
  • Directed continuous improvements in housekeeping operations, reducing turnover rates by 60% and maintaining cleanliness standards.
  • Directed facilities maintenance projects while staying under budget by $4, contributing to an improved guest experience and safety inspections.
  • Coached and mentored 15 staff members, resulting in higher employee retention rates and improved service scores across the department.
  • Introduced data-driven decision-making tools to optimize event planning, increasing annual event-related revenue by $14 in 2015.

Affiliations

  • National Association of Social Workers
  • Guest Services Excellence Certification - American Hotel and Lodging Educational Institute
  • Project Management Institute
  • Professional Convention Management Association (PCMA)
  • International Concierge and Lifestyle Management Association (ICLMA)
  • Event Industry Council's Certified Meeting Professional (CMP)
  • Leadership in Energy and Environmental Design (LEED) Credential for Hospitality
  • American Society of Safety Professionals
  • American Hotel & Lodging Association (AHLA)
  • Association for Computing Machinery

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Digital Marketing Certified Professional (DMCP) with a focus on Hospitality Industry
  • Customer Experience Certification (CXC) - Meridian
  • Hotel Management Certificate by eCornell 2016
  • Food Protection Manager Certification by ServSafe 2024
  • Certified Event and Meeting Planner (CEMP) by Meridian
  • Google Certified Professional Cloud Architect
  • Hospitality Leadership Certificate - Cornell School of Hotel Administration 2024
  • Sustainable Event Certification by Lakeside Partners 2024

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