I am a seasoned Hotel Manager with over nine (9) years' experience implementing and leading programs focused on safety, emergency preparedness, technology, guest service, and operational excellence. Accomplished organizational leader with hands-on understanding of Forbes ratings and Guest Service expectations.
Directed and oversaw hotel safety and emergency initiative deployment.
Maintained leadership continuity by acting as manager on duty in absence of general manager.
Resolved hotel issues in person, by phone, and via guest surveys.
Developed Training Agenda for Front Office operation: 97% satisfaction.
Inspected property to identify functionality, compliance, and quality issues.
Prepared weekly staff schedule for distribution: 70 employees and 10 managers.
Developed overnight "Reference Guide" outlining steps to complete "date roll" and "occupancy report".
Responded to guest concerns in a timely manner.
Oversaw all sections of the Front Office including guest registration, break-sheets, billing, and checkout.
Oversaw daily concierge operation and staffing.
Monitored call volume striving for minimal abandonment rate.
Tracked sales for restaurants, shows, and transportation for monthly reports.
Assisted new-hire on boarding and training adhering to Forbes standards.
Oversaw all sections of the front office including guest registration, scheduling, phone center, and checkout.
Blocked room assignments and completed daily room inventory status to achieve maximum revenue.
Created front office website for daily achievement of goals and checklists: 100% approval rating.