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Skills

  • Team building
  • Guest satisfaction improvement
  • Budget management and forecasting
  • Reservations management
  • Communications
  • Demand forecasting
  • Relationship development
  • Policy and procedure adherence
  • Marketing
  • Supply chain optimization

Work Experiences

  • Had an excellent attendance record and was always on time for work.
  • Adjusted schedules for peak periods.
  • Collaborated with housekeeping and maintenance departments to ensure rooms and facilities were always meeting metric, leading to a 78% increase in guest loyalty.
  • Established internal databases and record management systems to improve the accuracy and integrity of all documentation and data.
  • Created and led customer feedback initiatives that increased the rate of returned guest surveys by 32%, driving actionable insights.
  • Was in charge of the day-to-day operations of a brand new 6-room hotel with a staff of 18.
  • Collaborated closely with sales and marketing teams.
  • Achieved savings over 6 months.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Created seasonal packages.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Accomplished Hospitality Services Manager.
  • Award-winning Hospitality Services Manager recognized for driving a 28% increase in revenue and maintaining exceptional service standards.
  • Boosted bookings during off-peak periods by 75%.
  • Accomplished Hospitality Services Manager with 8 years of expertise in driving revenue growth through strategic room occupancy optimization and marketing alignment.
  • Extensive experience in high-end resort hotel management positions.
  • Boosted revenue by $2 annually.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Hospitality Services Manager with 15 years of successful process improvement and risk assessment experience.
  • Adept at leveraging technology, implemented an innovative reservations system that drove yearly revenue increases of $12 while reducing booking errors.

Accomplishments

  • Led a multidisciplinary team through a major property renovation project, meeting all deadlines and delivering 9% under budget.
  • Developed comprehensive onboarding programs that reduced new hire training time by 83% while boosting staff retention.
  • Formulated a preventive maintenance schedule for guest rooms and equipment, extending asset lifespan by 64% years.
  • Proactively managed online reputation across 2 review platforms, boosting guest ratings by 15% within several months.
  • Analyzed guest feedback and operating metrics, leading adjustments to service delivery processes that increased overall hotel ranking within Phoenix by 57%.
  • Championed the transition to a digital concierge service, improving guest convenience and satisfaction scores by 58% during 6 months.
  • Orchestrated the training of 12 new hires in hospitality software systems (Tableau) leading to 76%-based improvements in productivity.
  • Managed comprehensive guest services programs that elevated Net Promoter Scores (NPS) by 76% over 2015.
  • Revised staff scheduling in alignment with guest occupancy trends, resulting in labor cost reductions of 23%.
  • Deployed a sustainability initiative that led to a hotel-wide reduction in waste output by 66% within the first 2024.

Affiliations

  • International Executive Housekeepers Association (IEHA)
  • Rotary International
  • Green Hotels Association
  • Professional Convention Management Association (PCMA)
  • Hospitality Sales and Marketing Association International (HSMAI)
  • Society of Human Resource Management
  • Hotel Association of Portland
  • Jaycees
  • Certified Meeting Professional (CMP) - 2021
  • International Association of Conference Centers (IACC)

Certifications

  • Google Certified Professional Cloud Architect
  • Certified Meeting Professional (CMP) - program
  • Restaurant Revenue Management Certificate – Cornell University
  • Sustainability in Hospitality and Tourism Certificate – metric
  • ServSafe
  • First Aid/CPR Certified
  • Certified Hotel Administrator (CHA) – method
  • Certified in Hotel Industry Analytics (CHIA) - program
  • CompTIA A+ Technician
  • Cisco Certified Network Associate (CCNA)

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