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Skills

  • Community Event Planning & Execution
  • Problem resolution
  • Customer engagement enhancement
  • Organization
  • Workflow planning
  • Kitchen equipment operation and maintenance
  • Program equipment
  • Recruitment
  • Digital marketing campaigns
  • Budgeting

Work Experiences

  • Conducted cross-department audits and training, improving operational efficiency by 19% and reducing guest complaints by 16 over 6 months.
  • Conducted cross-department audits.
  • Increased quality assurance by performing frequent line checks.
  • Achieved a 85% improvement in quick response.
  • Achieved a 47% improvement in employee retention.
  • Limited portion sizes and used garnishes to keep food costs down.
  • Cut costs by 47%.
  • Achieved this improvement over 18 months.
  • Safeguarded the company, its employees, and its customers by monitoring alcohol consumption and adhering to legal service requirements.
  • Consistently maintained an industry-leading guest satisfaction score.

Summaries

  • Achieved growth and innovation across services.
  • Achieved service excellence.
  • Addressing customer concerns and resolving issues in a diplomatic manner.
  • Kitchen Manager with a passion for working with high-performing teams.
  • The team leader was primarily responsible for training staff and resolving issues related to kitchen efficiency, inventory, and customer satisfaction.
  • Trained in food preparation and handling, inventory management, and customer service.
  • Adept at using technology to improve guest experiences.
  • Years of progressive leadership experience 13
  • Efficient Director of Hospitality with over 17 years of experience in category and process service. Fine dining expert and cheese connoisseur with extensive beverage and food knowledge. Dynamic presence known for enhancing customer experience.
  • Director of Hospitality with a track record of cutting costs, increasing productivity, and improving customer satisfaction.

Accomplishments

  • Revamped online reservation systems, resulting in a 70% increase in direct bookings and reduced dependence on third-party services.
  • Managed annual budgeting and forecasting processes, successfully reducing overall operating costs by $2 without compromising service excellence.
  • Resolved product issue through consumer testing.
  • Spearheaded company-wide customer engagement initiatives, increasing customer loyalty rate by 27% and overall revenue by $15.
  • Leveraged data analytics to optimize staffing schedules based on forecasted hotel occupancy, resulting in labor cost reductions of $18 annually.
  • Developed customized training programs, resulting in ITIL certifications among 50% of the workforce, enhancing guest satisfaction.
  • Directed facilities maintenance projects while staying under budget by $4, contributing to an improved guest experience and safety inspections.
  • Achieved a 29% increase in customer satisfaction scores through staff development programs focused on customer engagement and personalized service.
  • Personally handled relationships with VIP guests, resulting in a 52% increase in repeat business and earning President's Club for outstanding hospitality service.
  • Conducted in-depth market analysis and revenue forecasting, successfully driving an increase in room occupancy rates by 33% during peak seasons.

Affiliations

  • Society for Hospitality and Tourism Management
  • International Facility Management Association (IFMA)
  • International Food and Beverage Management Association (IFBMA)
  • Project Management Institute
  • Hospitality Financial and Technology Professionals (HFTP)
  • Society of Human Resource Management
  • Destination Marketing Association International (DMAI)
  • International Concierge and Lifestyle Management Association (ICLMA)
  • Society of Women Engineers
  • Association for Computing Machinery

Certifications

  • Salesforce
  • Certified Public Accountant
  • Licensed Vendor Management Professional (LVMP) by Meridian - 2023
  • Certified Meeting Professional (CMP)
  • Certified Restaurant Manager (CRM)
  • Apple Certified Associate (ACA)
  • Food and Beverage Management Certificate by AHLEI 2017
  • Certified Guest Service Professional (CGSP) by American Hotel & Lodging Educational Institute
  • Certified Hospitality Facilities Executive (CHFE) by AHLEI
  • Certified Hotel Revenue Optimization Executive (CHROE) by HSMAI

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