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Skills

  • Policy and procedure adherence
  • Reservations management
  • Staff Onboarding
  • Marketing
  • Standard equipment
  • Vendor interaction
  • First Aid/CPR
  • MS Office
  • Housekeeping supervision
  • Supervision

Work Experiences

  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Collaborated with marketing teams.
  • Achieved growth during off-peak season.
  • Analyzed guest feedback to implant service improvements, yielding a 73% increase in guest satisfaction scores.
  • Oversaw the delivery of procedure project by program team, which resulted in procedure.
  • Achieved a 21% improvement in service ratings.
  • Completed successful projects.
  • Saved $4 by putting in place cost-cutting measures that addressed long-standing issues.
  • Conducted staff performance reviews.
  • Built strong relationships with high-profile guests.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Coordinated 14 high-profile functions.
  • Adept at managing renovations.
  • Coordinated strategic events and marketing.
  • Successful in cutting costs without sacrificing service quality or guest satisfaction.
  • Clear understanding of project management and stakeholder engagement as well as workflow optimization training.
  • Villa Manager with 10 years of successful risk assessment and data analysis experience.
  • Boosted bookings by 49%.
  • Accomplished leader focused on personalized service.
  • Continuously achieved 98% guest satisfaction.

Accomplishments

  • Collaborated with team of 13 in the development of initiative.
  • Documented and resolved procedure which led to program.
  • Developed a proactive villa maintenance schedule that reduced emergency repairs by 55% over 2017.
  • Created and led wellness packages tailored to guest preferences, which increased premium service bookings by 65%.
  • Exceeded annual revenue targets by 70% through innovative business strategies and superior guest relationship management.
  • Integrated a cloud-based inventory management system, reducing stock shortages by 46%, and improving supplier accountability.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Revamped online guest booking and inquiry system, increasing villa bookings by 61% in one year.
  • Responded to and successfully mediated framework, resulting in a positive resolution of 33% of guest complaints.
  • Resolved product issue through consumer testing.

Affiliations

  • Board Member, Villa Managers Network (VMN)
  • National Association of Social Workers
  • Member, Hotel Security Directors Association (HSDA)
  • Certified, Villa Hospitality Operations Program
  • Officer, Professional Villa Managers Guild
  • Volunteer Member, Sustainability in Tourism Network
  • American Medical Informatics Association
  • Participant, Hospitality Digital Marketing Association (HDMA)
  • Society of Women Engineers
  • Society of Human Resource Management

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Advanced Skills in Multiple-Property Management from program
  • Green Belt Certification in Lean Six Sigma from Beacon Labs
  • Certified Concierge Professional (CCP) from Les Clefs d'Or USA
  • Global Professional in Human Resources (GPHR) from Human Resource Certification Institute
  • CPR/First Aid Certification from American Red Cross
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ServSafe
  • Customer Service Excellence from American Hotel & Lodging Educational Institute
  • Marketing Strategy for Hotels & Hospitality Certification from eCornell

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