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Skills

  • Budget Management and Cost Control
  • Team management
  • Check-in & Check-out Process Optimization
  • Operational improvement
  • Project organization
  • Project development and life cycle
  • Budgeting and forecasting
  • Cost reduction and containment
  • Management information systems
  • Delivering Customer-Oriented Solutions

Work Experiences

  • Planned, organized, and monitored resources to ensure that labor, equipment, and materials were used efficiently.
  • Set operational goals and work plans, as well as assigning tasks to subordinate managers.
  • Achieved 70% positive guest review scores.
  • Conducted performance reviews, awarding praise and making suggestions for improvement each quarter.
  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.
  • Investigated equipment failures using a variety of troubleshooting techniques.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Devised effective work schedules for each team member in order to meet deadlines and staff shifts appropriately.
  • Achieved a Salesforce award for quality service in 2020.
  • Identified and resolved issues with team production and performance to maintain consistent quality levels.

Summaries

  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Through performance reporting and risk assessment, adept at improving operational stability, efficiency, and profitability.
  • Advanced Operations Manager with 15 years of experience in manufacturing and production, quality assurance, and leadership.
  • Experienced Operations Manager and talented leader with 12 years of experience enhancing business plans and day-to-day activities through exceptional planning and problem-solving abilities.
  • Strengths in client relations and strategic planning backed up by Miscellaneous training.
  • Specialist with experience in the production of Power BI.
  • Exceptional at streamlining operations and increasing throughput through cross-functional collaboration and continuous process improvement.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Well-organized, meticulous in their attention to detail, and vigilant in their pursuit of safety and environmental impact reduction goals.
  • Optimize long-term success by effectively balancing targets with resources.

Accomplishments

  • Reduced front desk errors by 51% through meticulous training and regular performance assessments.
  • Organized team-building events to enhance communication and collaboration, leading to a Innovation Award for superior service.
  • Used HubSpot to redesign the guest feedback system, providing real-time alerts on dissatisfied guests, which led to a 48% reduction in negative reviews.
  • Streamlined check-out processes that reduced errors by 51% and increased efficiency of final billing procedures.
  • Documented and resolved category which led to standard.
  • Partnered with housekeeping and other departments to streamline inter-departmental communication, improving task workflow and guest satisfaction by 20%.
  • Collaborated with the General Manager to establish performance goals for the reception team that aligned with strategic business objectives, exceeding key targets by 47%.
  • Monitored and enforced team adherence to standard operating procedures, maintaining a 17% pass rate in internal audits.
  • Directed onboarding programs for new reception team members, reducing training time by 5 weeks and fostering quicker team integration.
  • Improved guest satisfaction ratings by 84% by restructuring front desk procedures and enhancing staff training in customer service protocols.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Professional Association of Guest Services Managers
  • Customer Experience Certification by Brightline – Awarded in 2023
  • National Association of Professional Women in Hospitality
  • International Council of Nurses
  • Certified Hospitality Supervisor (CHS) Exam Prep Program – Credential by Cedar Works
  • Freemason
  • Toastmasters
  • Front Office Managers Guild
  • Lions Club

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Advanced Hospitality Technology Certification (Property Management Systems) – Harbor & Co.
  • Certificate in Sales for Hospitality Professionals – Lakeside Partners
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Workplace Diversity & Inclusion Certification for Hospitality Providers – Northwind
  • Team Building and Communication Program – Vantage
  • Guest Service Gold® Certification – Vantage

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