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Skills

  • Guest Feedback Collection & Analysis
  • Financial Management
  • Complaint Resolution & Service Recovery
  • Food safety management
  • Budgeting
  • Project organization
  • Negotiation
  • Operational improvement
  • Employee retention strategies
  • Business Development

Work Experiences

  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across procedure calendars and programs.
  • Arranged for guest feedback to be incorporated into service changes, resulting in a $237,000 increase in tips pool within the team in 2019.
  • Arranged for guest feedback incorporation.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Led the company to a successful product launch and growth by developing an initial product roadmap and go-to-market strategy.
  • Achieved results within 4 months.
  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.
  • Taught Lobby Lounge Supervisors and Lobby Lounge Supervisors effective customer service techniques, resulting in a 4% increase in client satisfaction.
  • Created method and category reports on a regular basis to evaluate performance, adjust strategies, and keep operations agile and sustainable.
  • Increased productivity by 14% while lowering staffing and operational costs.

Summaries

  • Bringing 8 years of industry experience to Beacon Labs, and ready to take on a challenging, growth-oriented role.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Within Miscellaneous, senior Lobby Lounge Supervisor and outstanding performer in risk assessment and data analysis.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • A results-driven supervisor with a keen eye on performance metrics; consistently able to reduce operational costs by $148,000 while maintaining service excellence and guest loyalty.
  • To take on a new role in a standard setting, I'm ready to offer exceptional leadership and planning abilities.
  • Optimize long-term success by effectively balancing targets with resources.
  • Lobby Lounge Supervisor who is proactive and meticulous, with over 4 years of experience in the metric industry.
  • Motivated method manager with a track record of best practices and operations in the Miscellaneous.

Accomplishments

  • Initiated a proactive guest outreach campaign, increasing guest retention rates by 21% year-over-year.
  • Enhanced guest loyalty by working on a referral program, leading to a 82% increase in new loyal guests.
  • Reduced lounge operational costs by 29% by optimizing supply chain processes and minimizing waste.
  • Managed daily operations for a lounge handling an average of 8 guests per shift while maintaining a 42% guest satisfaction rating.
  • Orchestrated staff schedules to ensure adequate coverage during peak times, reducing service delays by 39%.
  • Collaborated with HR to implement employee recognition programs, increasing team member morale and engagement scores by 55%.
  • Streamlined guest check-in, improving the average check-in time by 14 minutes per guest.
  • Introduced a peer training initiative that improved employee skillsets and reduced onboarding time by 43%.
  • Collaborated with team of 14 in the development of system.
  • Implemented new inventory management procedures, resulting in a 76% reduction in stock shortages.

Affiliations

  • World Food Travel Association (WFTA)
  • Club Managers Association of America (CMAA)
  • Hospitality Financial and Technology Professionals (HFTP)
  • Professional Association of Innkeepers International (PAII)
  • International Customer Service Association (ICSA)
  • National Association of Social Workers
  • Association of Certified Professional Servers
  • American Institute of Food and Wine
  • American Culinary Federation (ACF)
  • American Hotel & Lodging Association (AHLA)

Certifications

  • Hospitality Financial Leadership Certification – Meridian 2023
  • Food Safety Manager Training – Summit Group 2018
  • Certified Food and Beverage Executive (CFBE) – 2021
  • Hospitality Operations Certificate – Cornell Online 2021
  • Certified Revenue Management Executive (CRME) - 2016
  • ServSafe
  • Certified Lodging Manager (CLM) by Ironclad Systems – 2019
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Hospitality Trainer (CHT) 2020
  • CompTIA A+ Technician

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