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Skills

  • Operational improvement
  • Housekeeping operation streamlining
  • Relationship development
  • Data-driven decision making
  • Team building
  • Organization
  • Invoice generation
  • Supervision
  • Positive guest experience cultivation
  • Insurance billing

Work Experiences

  • Used daily reports to evaluate performance and make proactive changes.
  • Took part in labor contract negotiations with the union, which resulted in a new agreement with mutually agreed-upon elements.
  • Remained calm and professional, effectively diffusing situations in stressful situations and when dealing with unhappy customers.
  • Entered customer data into the Microsoft Excel system, ensuring that financial and personal information was kept safe.
  • Spearheaded the reorganization of various departments in order to increase productivity.
  • Reported store policy violations to upper management to prevent shrinkage and misconduct.
  • Led training initiatives to improve employee performance and business results on the bottom line.
  • Improved the overall efficiency and productivity of the team.
  • Supervised initiative department with over 15 employees and $7 program budget.
  • Implemented method strategies to improve customer service and foster a positive, engaging environment for everyone.

Summaries

  • Motivating leader who has built and managed system teams in the past.
  • Strong technical skills and experience in performance reporting.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Rooms Manager and team leader with 7 years of experience in framework settings.
  • Professional with 18 years of experience in the Miscellaneous sector.
  • Motivational leader and organizational problem-solver with superior supervisory, team-building, and customer-service abilities.
  • Process and framework have a proven track record.
  • Dedicated to maximizing employee engagement and performance through training, monitoring, and morale-building techniques.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Results-oriented Miscellaneous professional with team leadership, client relations, and project management strengths.

Accomplishments

  • Analyzed labor costs and adjusted staffing schedules, optimizing labor costs and achieving savings of 45% while maintaining service standards.
  • Reduced annual operational costs by $17 by negotiating more efficient vendor contracts for room supplies.
  • Introduced a mobile concierge app that cut service delays by 80% and improved guest reviews across Salesforce.
  • Improved room change request processes through real-time inventory adjustments, cutting adjustment time by program per request.
  • Led continuous improvement initiatives to refine seasonal room packages, increasing occupancy rates during non-peak seasons by 29%.
  • Achieved a room occupancy rate increase of 83% by optimizing seasonal booking promotions and leveraging local event tie-ins.
  • Improved staff performance reviews and developed improvement plans for underperforming employees, which led to a 37% productivity increase overall.
  • Revamped communication protocols between Housekeeping and Maintenance, shortening resolution time on room issues by category and boosting room availability by 70%.
  • Trained and mentored a team of 15 front-office employees, improving staff retention by 24% in 2021.
  • Implemented new room allocation software, decreasing complaints related to room mix-ups and enhancing overall guest satisfaction by 73%.

Affiliations

  • Member of the Hotel Technology Next Generation (HTNG), focused on integrating technology advancements into room management operations.
  • Affiliated with the International Association of Professional Hotel & Hospitality Managers (IAPH), emphasizing global service standards in hotels.
  • Certified Hospitality Department Trainer (CHDT) through the American Hotel & Lodging Educational Institute.
  • Completed the Hotel Revenue Management Online course by eCornell, focused on forecasting and pricing strategies.
  • Collaborator with the Hospitality Financial and Technology Professionals (HFTP), enhancing financial oversight in the rooms department.
  • Active member of the Boutique & Lifestyle Leaders Association (BLLA) to stay informed about current trends in boutique hotel management.
  • Involved in the lodging committee of the International Association of Conference Centers (IACC), focusing on accommodation standards in conference venues.
  • Achieved the Certified Hospitality Trainer (CHT) credential from the American Hotel & Lodging Educational Institute.
  • Attended the International Luxury Hotel Association (ILHA) conference to enhance guest experience strategies for high-end clientele.
  • Member of the U.S. Green Building Council (USGBC), working toward implementing sustainable room design and operation practices.

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Certified Rooms Division Specialist – Ironclad Systems
  • Microsoft Office Specialist (MOS)
  • Front Office Manager Certification – Northwind
  • Project Management Professional (PMP)
  • Certified Corporate Event Management – Beacon Labs
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant (CPA)
  • Advanced Certificate in Hospitality Operations – Brightline
  • Certified Strategic Hospitality Marketing Professional – Ironclad Systems

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