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Skills

  • Business analysis
  • Project organization
  • Crisis Intervention & Problem-Solving
  • Quality assurance procedures
  • Event planning and coordination
  • Creative merchandising
  • Front Desk Operations Management
  • Business operations
  • First Aid/CPR
  • Digital Room Allocation Systems

Work Experiences

  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 12%.
  • Achieved a 74% increase in guest satisfaction scores.
  • Looked at current operations and market trends to see where improvements could be made and where opportunities could be capitalized on.
  • Created a cutting-edge employee recognition program that increased productivity and morale.
  • Achieved a 53% decrease in guest service delays.
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Achieved results after 2022.
  • Achieved a 16% increase in ancillary revenue.
  • Achieved a 61% improvement in strategic revenue allocations.

Summaries

  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Rooms Division Director with 7 years of successful project management and vendor management experience.
  • Workflow optimization, data analysis, and workflow optimization are all well-trained.
  • Strengths in data analysis and workflow optimization backed up by Miscellaneous training.
  • Ability to use sound judgment and independent decision-making skills to positively impact company success.
  • Accomplished Rooms Division Director with a drive for operational optimization and improved guest satisfaction, delivering 40% increases in key metrics.
  • Dedicated to providing high-quality services and products.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • With forward-thinking leadership, proven skills in increasing productivity, efficiency, and bottom-line profits.

Accomplishments

  • Coordinated inter-departmental workflows, resulting in a 45% reduction in room turnaround times during high occupancy periods by ensuring clean, inspected rooms were immediately available for guests.
  • Increased guest satisfaction scores by 85% by restructuring concierge services and providing targeted staff training in guest relations.
  • Reduced guest complaints regarding check-in delays by 20% through process improvement in front desk workflow and training initiatives.
  • Documented and resolved procedure which led to method.
  • Developed a VIP guest recognition system that resulted in a 55% increase in satisfaction scores from repeat high-net-worth clients in 2020.
  • Increased operational efficiency by automating data analysis, reducing manual workload by 58% and allowing team members to focus on higher-value tasks.
  • Collaborated with engineering and housekeeping teams to execute a $$199,000 renovation project, finishing 14 weeks ahead of schedule and under budget by 60%.
  • Reduced preventable maintenance issues by 25% by initiating routine checks and preventative maintenance schedules, resulting in extended equipment lifespan.
  • Introduced a new cross-departmental communication protocol that reduced room readiness issues by 72%, enhancing overall efficiency in daily operations.
  • Implemented an enhanced revenue management system that boosted average daily rate (ADR) by 77% and increased overall occupancy by 82%, directly aligning with company revenue goals.

Affiliations

  • Association for Computing Machinery
  • International Association of Corporate Hospitality Management (IACHM)
  • Meetings Professionals International (MPI)
  • American Medical Informatics Association
  • Society for Hospitality and Foodservice Management (SHFM)
  • American Society of Safety Professionals
  • Society of Women Engineers
  • Women in Hospitality Leadership (WiHL)
  • Rotary International
  • American Hotel & Lodging Association (AHLA)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • Certified Hospitality Trainer (CHT)
  • Six Sigma Green Belt Certification - Lakeside Partners - 2022
  • Salesforce
  • Advanced Certificate in Hotel Revenue Management Beacon Labs 2020
  • Cisco Certified Network Associate (CCNA)
  • Data Analytics for Hotel Operations Power BI Adobe Creative Suite 2015
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute
  • VIP and Luxury Guest Experience Certification Meridian 2021

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